spintel.net.au

Spintel - Poor Value Broadband

Spintel does not give you the speed you pay for, and have very slow customer service.I had an account with Spintel for a few years, and despite upgrading my plan to pay for their 100Mbps service, I consistently got only 25-30Mbps during evenings, and around 30-40Mbps at off peak times (like 1am in the morning!).When I originally upgraded the service the speed was about 85-90Mbps, and it slowly decreased over time.Any time you need support from Spintel you can either wait on hold on the phone for an hour, or the same amount of time on their online chat system. If you don't intently watch the screen, they will respond and then close the chat if you miss it by a few minutes. I waited on the phone recently for 40 minutes before the system skipped straight to asking me to rate the service rep, even though they never answered the call.I also experienced continual internet dropouts, usually 1 or more each day, and not related to equipment as this has all been tested and cables replaced.The router originally supplied by Spintel (that I paid for) was locked so that the firmware could not be upgraded, and they informed me they could update it if I paid to send it to their techs to do it for me, but would not provide instructions. Since the firmware was 5 years out of date I felt this was a poor response from them, and eventually found a way to do it for free on my own.I have now moved to a new broadband provider, using the same router I already had, and on a 75Mbps plan am getting around 70Mbps download speed, ultimately proving that my equipment is not at fault.On the plus side, Spintel support are friendly when you do manage to contact them, and are as helpful as they can be.Spintel supposedly have awards for providing fast plans at low prices, except you probably won't get what you paid for.

Date of experience: Oct 10, 2022