Review Time
I recently canceled my NBN service with SpinTel and was informed that no refund would be issued for the remaining days of unused service. This policy is surprising and unfair, as other NBN service providers typically refund customers for unused portions of their service. This practice was not clearly communicated to me when I signed up for your NBN service, and it is not standard compared to other NBN providers. I have successfully received refunds from other providers such as Vodafone and iiNET in the past.Additionally, I experienced significant difficulties while trying to resolve this issue with your Customer Service team. I had to wait in the queue for over 20 minutes and was forced to end a call-back request. When I did receive call-backs, they were disconnected three times, which was extremely frustrating for a simple request like this.Please DO NOT sign up for their service!
Admittedly, initially I found the back up support and speed great. But now, 1 year on the support is atrocious! Constant drop outs and i rely medically on the NBN. Support is non existent, calls not answered or returned and online chat or WhatsApp goes min 24 hours to respond, if at all. Recommend another ISP with a 4/5g back up modem.
Not worth a pinch of it. Two Hours on hold without response. You may Press 1 at anytime and we will return your call,so I press one, I am first in the queqe,Then I get cut off.Well FU Spintel and FU Liam Bal.You're both not worth a pinch of mine nor your own.
Worst experience for my husband & I.Constant issues, trying to communicate & reason is like pulling teeth. Wasted significant time, energy, money & effort trying to maintain minimum services expected and still struggling! We haven't slept well and are continuously anxious as no one seems to know what they're doing.
We have been with Spintel NBN for the last two years or so. Their service have been quite good with very rare outage. However, since the end of February we always encountered problem accessing a few specific websites, such as ANZ.com, warwick.com.au. We complained then it was fixed. The first time it happened, they said they refreshed their settings. After a few days, it happened again. Had to complain again. Then it was fixed. For the last few weeks, this problem practically occurred every week now. Each time, I had to raise this issue and they claimed it has been fixed. It happened again tonight. And as it is outside their normal hours, I again have to wait for it to be resolved. I wonder if they have capable technical support at all with this problem.
I changed to an unlimited plan with 20 MBps download speed. Some how they added a "speed charge" of 100mbps which was about another $20/month. Rip off! Then I upgraded my mobile plan for a month (heavy data needs) and when I went to downgrade they said your old plan is not available anymore. No warning. Chat support is non responsive. Bit of a shambles. Bye bye SpinTel
Have been with SpinTel for 5 months. Reliable performance (very important to me) and experienced perfect customer service which I only used once after about 2 weeks of installation. I left another ISP with totally unreliable performance, that is very, very frustrating. I am surprised to see so many negative comments ?????
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.
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