I signed up for a 5G internet service, but not being able to activate it upon delivery should have raised immediate concerns. After a four-hour delay following a conversation with the support team, my service was finally activated. However, I emphasize "activated" rather than "working," which is why I am writing this review. Since activation, I've encountered more than five dropouts daily and various speed issues. Each dropout forces me to restart my modem, resulting in wasted time while I wait for my devices to reconnect—especially problematic since I work from home. When I brought this up with the support team via Live Chat, they were unhelpful, attributing the issues to network congestion. I pointed out that the outages occurred at different times on different days, questioning the constant congestion claim. They mentioned they would escalate the issue to the network owner for investigation, but this was not treated as a formal complaint. After two weeks without updates from the company, I reached out again. They informed me of ongoing work on nearby towers, assuring me that my network would stabilize afterward. I requested a formal complaint again, but nothing was done. Another two weeks passed, and upon following up yet again, I was told there were no works occurring at my nearby towers, and the congestion excuse was repeated. At this point, I've spent over a month paying for a service that is almost unusable. I've received misleading information from staff, seemingly to avoid accountability. I insisted on raising an urgent complaint, but it wasn’t until I mentioned the regulatory body that action was finally taken. The response from the complaint handler was more of the same: excuses about congestion, no compensation offered, and no solutions—only the option to either endure the issues or cancel. If I choose to cancel, I must return the modem at my expense, taking more time out of my day. I'm fed up. I doubt the company will resolve this, as they haven't shown any capability to do so thus far. This review is simply to document my experience. I'm actively seeking other providers and may have to escalate to the regulatory body if this situation continues.
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SpinTel is an Australian-based telecommunication company that mainly provides residential broadband, 4G connectivity and home phone packages.