Review Time
Terrible service and even worse technical support. Paid for 500/50Mbps and was only getting testing speeds between 5-50Mbps. Wasn't modem, everytime I called technical support they wouldn't be able to help resolve the issue and told me they would have to look into this matter further. Anywhere from 2 to 7 days later I would receive a message stating that the matter is resolved and case log closed (nothing was fixed). I then decided to cancel my service to the date I had already paid to due to all the frustration and they cancelled it early and informed me they couldn't do anything about it, as they notified NBN when to cancel and they cut it off early. Have never had any NBN problems with other providers. Would NOT recommend Spintel to people!!Stay away from Spintel company.
Absolutely the worst telco we've ever dealt with. The sales pitch is all well and good until you get to the installation component. When I first signed up, 1 month before I ended my contract with my previous telco, I had asked if I should book the NBN guy out earlier. The sales person said it's all good, and that it's usually just a couple of hours on the same day that we connect. And to save cost in connecting earlier, we should only book the NBN service connection on the day. When it came to the day of connection, NBN had advised us that they could not access the roof based on OHS reasons and that it's very common for the connection to not be made on the same day. NBN also advised us that Spintel should have provided us with a standard document from NBN on the procedure for connection and all the things that could prevent connection from going smoothly. We never received that document.But that's not the worst part. The worst part is spending 4 hours that day on and off the phone with Spintel trying to get it sorted. Each time we spoke to someone, we were given a different set of advice and information. The last lady, Floor, went against every other information that was provided to us. Went on to say that what the sales team offered, NBN upgrade for FTTP was not supposed to be included in our sign up and wanted to cancel the original order/contract that I signed to give me a worse deal. Not only did she not try to solve the mess up from the Spintel customer service and sales team that resulted in us not having internet for 3-4 days, she also tried to downgrade what we were offered and signed up for. It was a complete joke because when I called TPG, they advised that for our residential area, FTTP was necessary for all levels of service and is included as standard. In the end, we terminated our contract with Spintel and just went with TPG. But the whole ordeal was so stressful and used up an entire day that we had planned to go to the Ekka with our son. Horrible horrible company to deal with. Do not engage!!!
Usually the service is OK but have been overcharged credit card fees of times. I always pay my bill early because the times I get paid don't coincide with my bill payment date so when I pay my bill over the phone or by the payment app in my phone I use my last bill number as they send me my bill on different dates so it's not a uniform date. One time I sent an extra 80 cents for card payment costs by mistake and they said we require 55 cents to cover the cost which I disputed with them do they refunded 55 cents instead of 80 cents. I let it go as it was only 25 cents difference. Last month my bill went up by around 4 dollars and I paid it early and forgot to add the 80 cents as the price went up and I didn't include it. They then added an extra 85 cents which should have been the card charges for the next bill. Another time I paid by phone and made a mistake of 1 cent and they sent me a reminder that 1 cent would be deducted from my bank account. Does 1 cent exist any more. I also had an outage for 2 days which technical support told me I would be compensated for but was charged for a full month. I have also emailed the complaints department regarding all of this but they can't even take the time to give me feedback about my complaint. I wouldn't even have let these small overcharges worry me but the 1 cent discrepancy and the way they have not even been bothered to take the time to answer my email regarding my complaint proves that they care more about making sure they chase 1 cent and overcharge card fees which you have to spend most of the day on the phone or messaging them continuously before they decide to refund your own money is beyond belief for me. If they have done this to me how many other customers have they done it to. It seems Spintel worries more about their takings ( bottom line) than they do about their customers. I have been in customer service all my working life and for me I always put my customers first. I think they need to realise that if you don't look after your customers they will go elsewhere as there are more providers in the same business as them and they are charging close to the same price as you can get higher rates of connection quality for. I have been with them for around 4 years now and I will be changing my provider next month as I have already paid this month. For me Spintel worry more about profit than their most valuable asset. Their customers who are (the stakeholders) in their business. If you are considering Spintel don't do it as their are other providers who realise what keeps their company going and that is us the consumer and Spintel if you are reading this review you need to rethink your business model as you are loosing me and my money will be spent where I will be treated as all customers should be. As the saying goes. Not happy Jan !!
If I could give below 1 star, I would.I have been signed up for 3 weeks now, my modem has been “set up” for 2.5 weeks with no internet connection at all. After countless troubleshooting attempts on my own, I got requested to do the same troubleshooting by spintel every time. Response times were terrible, as were call backs. It has been a week since I requested a cancellation and full refund, despite it being illegal to have lock in. internet contracts in Victoria and Spintel are avoiding me!!DO NOT go with Spintel. I will be going to the tech ombudsman
minus 1 if I could do it, very poor communication with connection. I couldn't have connection for more than 1 month, I then disconnected, and I was charged for 1 more month. Paid for 2 and a half months and used 0MB . Very difficult to call/ communicate
If you want to sign up they'll answer the phone inside of 10 minutes every time. However, once you are an existing customer you will find it hard get through to a rep inside of 2 hours on the very best day. And trust me if they could guarantee 2 hours at this point it would be fast for them. Too much of run around to write in detail. Been repeated experiences with massive wait time frustrationsCall backs the next day (or 2) can hang up on you etc etcFrustrating to the max to get basic communication throughVery polite, great staff once answeredJust the wait time is hideous.Great company if they addressed this issueSupposedly getting new staff on due to massive waits for existing clients.We'll seeYou got to look after your existing clients too. We don't have endless hours to have our blood pressure go up trying to deal with all this. IF we save a few dollars is it worth the stress?
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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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