SpinTel Reviews 313

Absolutely discusting service no internet horrible

Signed up to SpinTel 4 days ago on the back of the WhistleOut Editors pick. What a dud SpinTel was. I signed up for the 250/50 plan and was not able to get an upload faster than 0.16MB. This resulted in web pages not loading and kids and wife not being able to do school work or emails. I tried calling their support line and it didnt take calls. A chat message online said i was #746 in the queue. Apart from the rapid setup everything else was poor.

$300 excess data charge, they claim they sent email notifications but they haven't (I receive other emails from them just fine, those emails just weren't sent.) They've advised this excess charge should've capped at $100, and said they'd only charge $100 - and then went ahead and charged $300 anyway.

Takes like two days for them to get back to you via live chat just for them to gaslight and lie to you while stealing from you. Reported to Ombusdman.

If 0 was an option I'd give it. The connection is fine, but everything else about this company is useless.

No customer support, been waiting for over an hr for a call back, I suspect much like last time I requested a call back from them it'll never come.

The support chat is an absolute joke, not sure why it even exists. Regularly 500+ in queue and it seems completely random whether that position goes down or up.

They will slap you with absorbent fees at every step, bills will regularly be different from the last ever so slightly just so the payment will fail, should you want to pay it early to avoid this their payment portal won't work. and even after all that, once you've given up being position 500 in chat queue, never received a call back from phone, you'll pay it via PayPal only to be slapped with another $2.50 fee as well as a $15 failed payment fee. (Definitely my fault even though I tried to call and chat the day before the bill was due.)

After just 2 months I'm going back to my previous ISP, they kept me happy for 10yrs, something spintel will never be able to do.

Good luck with Spintel.
My nbn drops out on a regular basis. The router never resets so if the nbn goes off during the night (as it often does), it is off until I reset the router. My alarm does not operate, my Google Home does not operate. I decided to go elsewhere. Good luck contacting support. I was 417th in the queue and that number never went down over the 45 minutes that I waited on line.
Really poor service and I would not recommend Spintel to anyone.
This is not my first issue with them and none of my problems have been addressed to my satisfaction.
Best just to stay away!

I can never get through to anyone at customer service! wait time is alway massive and when i finally got to someone, the phone just cut off! crazy

Asked them to transfer my service to a new address. Their emails say this has been completed but my account shows no active service and I have no connection.

Have been in the chat queue for 48 hours trying to speak to an agent.

Never never again. Been with them since 2021 but the company is now a joke. On hold for 6 hours and then get a message saying the office is closed and try again tomorrow. Service levels used to ok but seriously they are now a total disgrace.

What a useless company, WARNING DO NOT USE THIS COMPANY THEY ARE HOPELESS.

Recently signed up, however my service was still with the previous provider. Contacted Spintel for what should be a simple piece of tech support to switch my router over to Spintel.

There is no Tech support. None.

They claim there is an online chat service, however, tried that but was in a queue with 200 ahead of me. After an hour that never progressed and clearly was going to take all day (and night?). Therefore for all intended purposes there is no tech support whatsoever.

Tried phoning them, but on weekends there is no human that works for Spintel that you can speak to. None.

Therefore, unless you have high-end tech skills do not sign up with this company. I cannot comment on their Internet service as I cant get connected!

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!

I signed up with Spintel based on a WhistleOut listing advertising an NBN100 plan for $65/month for six months. The offer seemed straightforward, and I even received a confirmation email with a contract reflecting those terms. However, once the service activated, I discovered the discount had been removed without notice.

When I contacted support, I was told I was ineligible for the promotion due to a prior account from four years ago—something I was never informed would disqualify me. Worse, I was told I’d be charged for the full month even if I cancelled immediately. After escalating, I was offered a reduced $10.95 “loyalty discount”—not the $16.95 that was originally advertised and confirmed at sign-up. The issue was brushed off with no meaningful resolution, and the first bill still came through at the full $81.95.

Spintel failed on two major fronts:
1. Lack of informed consent – I wasn’t notified that the discount had been removed until after the service started, removing my ability to cancel beforehand.
2. Failure to honour advertised pricing – The discount I signed up for was never applied in full, and I was strung along through vague promises and delayed adjustments.

The inconsistent communication, refusal to resolve the issue fairly, and disregard for what was clearly promised left me with a terrible impression. I’ve since cancelled the service and would strongly caution others to steer clear of Spintel. Their signup process was misleading and their customer service unhelpful at best.

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.

VeryVery bad, constantly dropping out and not working, 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 eSims

So 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.

I have been with spintel since 22. Technical surport was better in the past, internet speed is shockingly slow. I am paying for 100/18 Mbps it is. Hotspotting off a phone is faster. Frequently service drops out and you need to power cycle the modem. I haven't tried any other service providers as yet.