Review Time
It was fairly good when I signed up a little over 6 months ago...then 3 weeks ago, it started unplanned outages. 6 or 7 times I lost count, each lasted more than 12 hrs. Rang the tech, and selected the call-back option which never came. Then they even cased phone tech assistance altogether a few days ago - now it is only available on online chat. Unbelievable. Note that you have to provide 2 weeks' advance notice to leave plus unknown crawlback fees for switching to another provider. I had to argue for termination by the end of this month, and not charged for the whole next month for non-service delivery due to repeated massive outages - I hope they honour the rep's words given in the chat, and do not mysteriously lose the chat record or put the onus on me to screenshot it or something. Also, they say they only count reported outages but how can I report it if they never call back? Don't they have access to all the connection records, without a customer reporting, I would have thought? Do not trust the above 4-star reviews on ProductReview, as it must be filtering negative reviews. Avoid.
Started to charge me more. Called and rep said promo discount not added will sort it.received a Message to say no refund to be given.This is there $49 month serviceService keeps dropping out as well after changing from the 50mps to 25mps . Tech support can see but can't seem to fix
I signed up with Spintel not even 6 months ago as my previous provider had an increase in price so I wanted a cheaper option. I chose 50/20mbps.Since then, I have been in contact via phone and online chat over 7 times, due to internet drop out and slow internet!They have constantly blamed my equipment. They told me it was my cables, so I went and bought new ones, they told me it was my modem, so I went out and bought a new one which they couldn't even connect to so I had to go back to my old modem which has NEVER had a problem and still doesn't.Every single time I tell them they are the problem, they just tell me it's me.I have worked from home since the start of Covid and I have never ever had problems until I signed up with Spintel.I have lost thousands of dollars worth of working hours due to loss of internet and when I asked them to send me a new modem, they still want to charge me, when I ask for compensation because I am paying $60/month for a service I am not receiving and also having to pay extra to hotspot off my phone, they have NOT ONCE offered any sort of refund or compensation.I have sent complaints and I have told them over and over about the issues and they have not adhered at all.I can clearly see on the internet the large amount of negative reviews about Spintel that are the exact same issue as I am having. The ACCC states that is illegal to charge a customer a product or service that it does not provide. I have paid for 50/20mbps for internet every month and I have not received it at all. Spintel if you are reading this, look at all my previous phone conversations and messaging conversations as PROOF. Since signing up, I have paid nearly $450. I either want half of this refunded because the internet only works half of the time if that anyway, and I also want a new modem sent to me because you like to constantly tell me its my modem which it is not, or else I will need to raise a complaint to the ACCC and also TIO.I have tried to sort this out with you but as you refuse to do anything at all, I will take this further. If anyone else is experiencing this issue as well, lodge a complaint at Telecommunication Industry Ombudsman (TIO) and the ACCC
Spintel customer service is so frustrating to deal with !Their online chat staff wouldn’t help me switch to a slower / cheaper plan when they increased prices end of last year. I was told after trying myself and failing to change plan speed, just to try again. Now they’re charging me for not only the cheaper / slower plan (20/10), but for the original dearer / faster (50/20) plan, back dating 2 months of charges to the beginning of the year.Their billing team didn’t realise for 2 months that somehow I ended up with 2 plans instead of a single slower plan. But they now expect me to know that and pay for two concurrent plans, when it’s quite clear that only one plan was in use. So I’m paying for 2 different speed plans at the same residential address to a single modem.Who would know that you can do that? There was no attempt to clarify that I was apparently requesting a second plan instead of a just a simple change to the existing plan !Who knows that you can have multiple NBN plans to a single NBN line ? Particularly when I requested help to change to a different, not another additional plan. At one point I was told that they had upgrading my plan as requested from FTTP to FTTN. They didn’t realise that FTTP was the better than FTTN. . After 2 months I still haven’t resolved the issue. I have been forced to explain the situation several times to several different people in multiple emails and online chats trying to resolve this. Still not really getting any help fixing problem since beginning of the year. Now being told that the bill team reversed the charges for only one month after I was told by chat staff that both months’ charges were reversed. I have wasted many hours trying to explain to people on the customer service chat that It has cost me so much time and effort over the last two months, that I feel that they should give me 6 months for free.
Worst customer service ever! They send nbn to fix something and say they have been to the premises and fixed the issue and I am at home waiting and noone showed up but they don’t even believe me. Internet still drops in and out but they don’t care. They don’t care one bit about nbn coming to the premises or not and make you feel like an idiot. I can’t believe this!
I tried to sign up for spintel and got a barrage of things I needed to produce to them. firstly an Idenification license (which is fair enough,I uploaded that!) Took 2 weeks to respond that they want a utility bill (water) I uploaded that 1-2 weeks later - now they are requesting an additional bill. So I stopped right there.That was my last email to them stating I'm glad you showed me what sort of company you are, and asked to cancel the new sim card... From the looks of this company they are not professional I've been with a lot of larger providers and this was a joke. Do Not deal will this company from what I heard on trustpilot as well... stay clear of it!
Poor customer serviceSlow and intermittent connection all through the day. Tried contacting customer service via phone, selected call back option with no call after 3 hours of waiting. Used virtual assistant to help troubleshoot option, no response. Transferred to another provider, only received a message 12 hours later saying "Please note that even if you choose to cancel your service immediately, the monthly charge for your current billing cycle will not be refunded."Go elsewhere
When the service is good, it works. However good luck if it goes down. I have been made feel like an idiot just for trying to get my internet back up and running. And don’t even bother with live chat. The only way I have gotten someone to speak with me is sitting on hold on the phone. Absolute joke considering I also work from home and are forced to take leave due to this horrible service provider. Inconsistent and untrustworthy. I am switching to another provider as soon as possible. Have also lodged a complaint, not that it matters. Probably won’t hear back LOL
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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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