Review Time
Sadly Spintel outages usually occur outside of the limited office hours. So its 7pm in Perth and the outage lasts 15 frustrating minutes. No explanation, no contact and the time I did ring the next day all I got was a promise that they would call back - which they did about 10 days later .Once you are a customer, customer service ceases.
DO NOT USE UNDER ANY CIRCUMSTANCES - don't use them, trust me please. They charge $15 late fees EVERY SINGLE time the charge bounces. The service was TERRIBLE, the rates are ALWAYS more than they advertise. We cancelled to go to a more reputable provider, they continued charging us; and we ONLY FOUND OUT, because they then sent all our fees owning to a DEBT COLLECTOR! When we called Spintel FURIOUS about this, and asking them to cancel the debt collection (which will impact our good credit scores), they still haven't cancelled the debt collection, it's been 4 weeks; I'm still getting emails from debt collectors despite telling them that Spintel has overcharged us. The debt collector said they won't cancel till Spintel tells them to, Spintel won't cancel unless we pay them - we've manage to negotiate the fee down to $54, they honestly shouldn't be getting anything after the nightmare we've had to go through. I can honestly see this company soon on A Current Affair or 60 Minutes, I think what they're doing is unlawful.
These guys are the worst. Their customer service is a nightmare. They don't know what they are doing. I had so many headaches with them. They have a faulty internal system. They promise 100 MB/s Internet speed which I have NEVER reached. Their customer service is useless probably hired somewhere without education, experience etc. I would 100% recommend going with someone else.
Speeds after 8PM were less than 1mbps all the way until 4am. I got very little support and it was the same issue happening with the slow speeds at night so I cancelled after 3 days and immediately received a $40 bill, never again
I continually receive direct debit requests from Spintel, after I have cancelled my service and lodged a dispute regarding them billing me for 3 months of service, along with multiple extra fees, and a service price rise that was never communicated. Almost impossible to raise them on the phone and when you do, you are speaking to an overseas call centre. Disgraceful conduct. I would never recommend them.
Customer service is prompt/easy to contact as they got a WhatsApp chat. But that is pretty much the only thing that is positive about them (the 1 star given). They tried to gaslight me on many occasions that my unstable and slow internet was due to my modem/ cable fault. I even bought a new modem to test it to find out that my old one is still working perfectly. Have since switched to a local Perth ISP with a more reliable internet connection with no drama. My regret is staying with them for 2 months to 'fix' the issue. Won't recommend it to anyone even if you are looking for a cheaper deal. Be warned!
Last year, my experience with Spintel was satisfactory. However, recently, I have been facing significant issues with connection throttling during peak hours. Specifically, between 7pm and 11pm, the upload speed plummets from 16mbps to a frustratingly low 0.5-3mbps. Consequently, streaming videos or enjoying online gaming has become nearly impossible. When I contacted their customer service to address the issue, I was disappointed by their response. Instead of acknowledging the throttling problem, they solely blamed my line without providing any supportive evidence. It became evident to me that the line only appeared to be faulty during peak times, which seemed like an excuse to deflect blame.As a result, I made the decision to switch to another internet service provider. Since then, I have experienced no similar issues with upload speed. This situation has left me disillusioned with Spintel's poor customer service and apparent unwillingness to resolve the problem effectively. Lastly, however I was on a month by month contract and I disconected from their service 3 days before the new month began they still charged me for a full month and refusing to give it back again showing a total lack of integrity.Overall, I would caution potential customers from choosing Spintel, as my recent experience with them was disappointing. The significant issues with upload speed and lackluster customer service make it difficult to recommend them as a reliable and loyal internet service provider.
It's very simple. When I pay for a service I expect to receive what a company advertises/promises in writing, not the daily frustrations of low download speeds; never achieving anywhere near their advertised speeds; constant dropouts; lengthier unplanned outages; and, when the internet was 'working', painfully slow buffering so my streaming services frequently failed to load. Many times I had to hotspot my phone when I needed to use my computer. Then there were the additional frustrations dealing with Spintel's overseas call centre trying to fix the issues, which were never resolved. Although polite, Spintel call centre operators will try to blame you, your equipment, the technology, and even the NBN. They will have you running around in circles in preference to taking any responsibility for resolving issues. Don't bother complaining to the TIO either because they're a toothless tiger. If you're with Spintel and not receiving the advertised service you're paying for the best advice I can give you is don't waste your time and money. Take your business elsewhere. Upon immediate connection to my new telco - using exactly the same technology and hardware - all the issues disappeared and I now have a fast and reliable service.
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SpinTel is an Australian-based telecommunication company that mainly provides residential broadband, 4G connectivity and home phone packages.
