Review Time
I have a 4G broadband service capped at 20mbps, and during peak periods are lucky to achieve 2-3mbps.Their support have no answer to this, everything they have asked me to do shows it is an issue of oversubscription in their network, and nothing more.
This company is a joke. What a bunch of scammers. There overseas customer service is unprofessional and rude. Half the time you can't get through and if you do, they just hang up when the questions get too hard. For example. They recommended a router that didn't support phone services. Yet they were happy to charge me for the service. So, they sent me the appropriate router and promised me they would reimburse the return delivery fee, so I sent the useless router back and they then went back on their word and said we don't reimburse customers for their mistakes. Well, that's enough for me. Two months and I'm out. There nothing but trouble and i honestly haven't had to deal with a company like this at all until now. I can see why they have 1.5 out of 5 starts. Says it all.
Spintel is not a great company. I have had issues with their internet customer service and now mobile phone service.- Contacted the company on Friday to complete a sim transfer of ownership to my partner's name and they said they would charge me a fee.- Contacted Spintel on Monday to say I didn't want this as they were going to charge.- Completed a port out with another company to then receive a contact from Spintel that the transfer had been completed 10 mins later.- Then did a transfer through the new company so the account was under my partner's name.- Spintel sent a transfer of ownership fee to my partner even though the name reflected on my port out was my name.- Contacted them and was told that they couldn't dispute it due to the transfer completion a month before my call but it had been 3 days.- Blatantly lied to me telling me that I had completed various things on dates that had not occurred on those dates.Pretty disappointing company.Do not go with them.
I have been a Spintel customer for longer than I can remember. No faults so no need to contact them. Recently, as my number of WiFi devices had grown, I decided to upgrade my NBN connection from 50Mbps to 100Mbps. Log on, a simple on-line change and it was all done. Except it wasn’t. Despite my new speed shown in my profile and the increased tariff being charged my download speed had not changed. So I raised a query with their on-line chat support.Friday. It was fairly obvious that their agents had little or no technical knowledge and were just reading from a script. ‘Have you tried switching off your modem and switching it on again’.After power cycling a fault was raised with NBN. They would keep me informed. They didn’t.Saturday. ‘NBN can’t find a fault on the network. A port reset has been performed on your service.’ Monday. Ran more speed tests with same result, download speeds less that 50 Mbps. Asked Spintel to confirm their engineers had actually upgraded me to NBN100 Plan. Answer ‘Yes’. Asked to carry out more speed tests during next 24 hours.Tuesday. Asked to power cycle all devices for 10 minutes and connect PC direct to NBN box. Asked to carry out more speed tests during next 24 hours.Wednesday. Results the same. It was suggested it may be a modem problem. I replied unlikely as, at their request, I was hard-wired to the NBN box ! Was told a fault would be raised with NBN.Thursday. ‘As I further check in the account, the change in speed was not provisioned in your plan. Our record now shows 100/20 mbps however, this has not been updated from the access provider's side, this is now escalated to our provisioning team to correct the speed.’ At last, an admission that they haven’t actually done anything to upgrade my service. Hopefully, now all will be fixed.Friday. Still no change in speed. Told Spintel who will ‘escalate’. Checked in again p.m., still no change. Told Spintel who will chase again and keep me informed. They didn’t.Saturday. No change in speed. It has now been 1 month that I have been charged for 100 Mbps Plan during which time the highest download speed achieved, day or night, was 40.90 Mbps. On Monday I will be looking for a new ISP.
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.
The worst customer service I have ever received. Even worse than my unreliable connection. Had no connection for 2 weeks. They repaired it. Worked for an hour. I lodged a complaint and they told meI needed a new SIM for my modem. They refuse to give me a guarantee as to whether it would actually help, but they expected me to cover postage. Then they decide it’s not my SIM and actually that there is an outage. So, after two weeks, I got an hour of internet for it to go down almost instantly and a 1 week estimation as to how long repairs will take. That’s almost a month with no functional internet for which they refuse to compensate me. I literally paid a month for no internet with nocompensation. I’m actually waiting to hear back from TIO to see what I can do. Trust me, if you’re stupid enough to join Spintel, you’ll often ask yourself whether their practices are legal or not. I’m waiting to find out myself. This unreliable connection isn’t new either, it’s been an ongoing issue since I joined. I do have evidence that they deliberately deceive their customers about outages. It’s company policy that they don’t alert you to outages.Like I said, I can prove this is theirpolicy and they will deliberately withhold information.Update: Spintel compensated me $200 and a free modem. I guess they were wrong after all
Had a reliable and fast internet connection with Spintel, unfortunately when I decided to change providers to take advantage of a new customer offer it turns out that Spintel will not provide pro-rata refunds of the billing month, unlike other telcos and ISPs. Just seems like a penny pinching move that encourages me not to consider SpinTel again. Just make sure you cancel at the end of your billing month so you don't pay double for the rest of the month!
APPALING CUSTOMER SERVICE AT SPINTEL.JUST FOR THE APPALING DISGRACEFUL AND UNPROFESSIONAL. CUSTOMER SERVICE ALONE WITH THIS MOB IS A TURN OFF. THEY OPEN AT 8.00AM I RANG AT 8.03 AND WAS WAITING FOR 46 MINS WAITING AND WAITING. I REGUESTED A CALL BACK SURE 5 DAYS LATER STILL WAITING. I FOUND IF YOU RING SALES IN 30 SECS YOU'VE GOT SOMEONE THEY SAY CAN'T HELP YOU THIS IS SALES SO BACK TO CUSTOMER SERVICES FOR ANOTHER 40 MIN WAIT. I REGRET JOINING ITS BYE BYE FOR ME. STAY AWAY.
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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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