Review Time
Beyond frustrated with the incredibly poor customer service from this company. I have been without internet for over a month. I have spent countless hours calling their support line only to be left on hold for multiple hours at a time or to be disconnected mid-discussion with a technician.Still no resolution to my ongoing issue. I have also written multiple emails to their complaints department only to be told "its out of our hands and I must wait for NBN to resolve the issue". NBN resolved their end of the issue a week ago and still the issue persists. DO NOT RECOMMEND!
Don't use them. Biggest regret i have was joining spintel. My bills are meant to be direct debited each month. First month was ok and then I had no service. After several calls over 3 days and nearly 4hr on the phone I was told it was my modem. I discovered after I bought a new modem that they had blocked my account for non payment. This was a fault on their end with the direct debit. They resolved and I was told all fixed. But they now send me an overdue notice every month and a disconnection threat as there is a fault in their billing system. No one seems to be able to fix it and numerous complaints have had no affect. Although last month I threatened them with going to the ombudsman and they were suddenly able to take the payment from my account ok. But alas here we are 1 month on and again another threatening email and they have cut my internet off again. All because they have not taken the direct debit payment. Oh did I mention they also charge me late fees for non payment each month.They are impossible to deal with or resolve anything. You can never talk to anyone its usually a bot who says someone will call. Well after about 6 requests for call backs over 3 months I am still waiting for anyone to return a call. Also all spintel emails have a non reply address so impossible to reply when they send out the threatening emails.Do not use spintel if you value your mental health.
Terrible customer service. The chat bot tells you you're number one in the queue but never answers. I waited 1.5 hrs and nothing. I range their 1300 customer service number i left my number to call me back 2 hrs and no call back. At least once a week couple of hours drop. Then the service magically comes back.
Horrible internet, continuously dropping out and long periods without working, you try to contact them and its either on the phone waiting for hours to never be answered or a stupid robot via the complaint system. Will be canceling once my new internet arrives. Horrible internet horrible customer service.
I cancelled my plan before the monthly bill was due, and to my knowledge at least 10 days before the cycle was to start and I am STILL being charged for a full month!All other providers I've dealt with refund any unused days whereas Spintel charge you more. AVOID AVOID AVOID.
Off to a shakey start where the sign up process was a little confusing as I was expecting an 'eSim' option to be presented to me during the ordering process for the 2 Mobile services I ordered. At no point during the ordering process was the option presented to me. It may have been there, but it was not obvious and this is unlike any order process for other Providers that make it very obvious.I waited for 24 hours as the account was stuck on 'Processing' status, thinking that I would get an email to be offered the option for an eSim, but it didn't happen.So off to Chat where I was engaged with an Live CSR who continuously told me that I would have to wait for the physical sim to arrive, activate it, then once activated I could request an eSim. I was not happy with that solution so I questioned the process and the possibility that this could be raised to second level.Within 15 minutes of providing ID, I had to phones set up with eSimsSo a rocky start but some great problem solving for a great result.Quietly confident that the experience with SpinTel will be a postive one.
While Spintel might offer new customers low NBN rates you mention, I was on a 100/20 plan and getting charged $15/month more than the advertised rate. When I enquired, they said that in order to maintain a smooth operation, fees go up for existing customers (mine were up 13% over the past 4 months) while new customers get a discount. The system favours new starters and not loyal customers. When I went to cancel and switch, I missed the monthly window and they charged me for the full month! Be informed of the full story before you sign up.
They provide lower lifetime rates for new customers, and clearly don't seem to care for loyal customers, effectively ripping us off by keeping us on their higher rates. Their support is the worst I have ever seen. Their phone support does not work ("There was an error transferring this call") and their chatbots are incompetent and crash - and make it really hard to reach a human support person. Their "account management" webpage doesn't work, as "cancel this service", for example, doesn't even let you cancel the service. Instead, it just hangs there when one presses "Submit Cancellation".
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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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