Where to start? I signed up with Spintel which was relatively simple but then the demands started to provide licence or passport, provide proof of residence, get a one time pin. The issues began when they notified me my internet was connected but it wasnt. Over a period of 5 days I spoke to many over chat. They change reps constantly and your message just goes back into a pool until someone else picks it up, hence 5 days and no resolution. I purchased 25mbps for $49pm (6 month special). I was receiving variable from no internet to 8.8 then finally topped at 21 during offpeak. When trying to explain this to the reps I was told my plan is 20mbps however they dont even offer that, its 25, 50, 100 & 250+. I understand there could be maybe 10% variable during peak demand however I didnt even get stable internet nor any speed relatively near what I signed up for.They blamed NBN, then it was my modem however until I transferred to Spintel I had continuous uninterrupted service with same nbn box and modem!After multiple (at least a dozen during the 5 days) reboots of both the NBN box and the modem, wait 3 minutes then turn back on, then the reps started with can you conduct speed test and on multiple sites, then its ping this and ping that, then its do another speed test all while my responses were going back into que until someone picked them up again. After 4 days of back and forth with minimal to no internet (first 2 days then the 5th day) I request to speak to a supervisor which was just not provided. I kept getting told the rep can resolve my issue but clearly not. I then called on day 5 demanding to speak to a supervisor, the rep tried to talk me out of it then finally put me on hold for 20minutes before a 'supervisor' answered. I get to speak to a person who refused to provide their name to me but 'assured me' they were a supervisor. I was told they cannot do anything that my call needs to go back to a rep who can log yet another fault ticket. I was told I am being transferred and after 5 min of silence the line was terminated. She hung up on me. I waited 20 minutes hoping they would call back but nil. I called Spintel and the rep I spoke to checked the line and said the service is reinstalled and that I was receiving 15mbps that is within the acceptable range (and its not even during peak time)! That is 40% reduction in speed of what I purchased. I explained to the rep if he were to go to the supermarket and purchase 1 litre of milk yet he received 600ml would he be satisfied with that? His response was that it's within the acceptable range and that I am being unreasonable. I asked him to ensure that no payment is taken from my account as I have not yet had any service to which he responded he will raise a ticket and it will take up to 5 working days which falls outside of the due date for payment so I guess it will be a mammoth task to get my reimbursement? I told him to cancel my service since they are unable to provide what they advertise and he did so immediately. Well, at least he was able to do that instantly. I mentioned that I will provide reviews online about Spintel so others are warned not to go with them his response was "he respects my choice" 5 days of no or minimal service, 7 different reps, 1 supervisor and I was told I am unreasonable but the fact that they were not able to provide the service they advertised and caused a copious amount of stress, anxiety, rebooting, calls, chats online as they are not available by phone during weekends. Save yourself the grief I endured
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SpinTel is an Australian-based telecommunication company that mainly provides residential broadband, 4G connectivity and home phone packages.