SpinTel Reviews 313

Couldn't provide any internet even after billing us, worst provider to deal with , customer support team was useless and repeated the same so called "fix" over 11 days, do not recommend this provider for anyone

I am deeply disappointed with the customer service I received. After the recent passing of my mother and having a few weeks of work due to my mother passing, I reached out to set up a payment arrangement for my outstanding balance of $205. I offered to pay $100 in the next few days and the remaining $105 a week later, understanding that my situation was dire due to my recent loss and mental health struggles.

However, the staff were unhelpful and inflexible, insisting on a death certificate before they would consider my request for a payment arrangement. This requirement is unreasonable and insensitive, given the circumstances. Instead of providing support, the company chose to add to my stress during an already difficult time.

Also I do not even have a death certificate to provide.

Their refusal to work with me and their lack of compassion is truly disappointing. I expected more empathy and professionalism from a service provider.

I have also been with other internet providers in the past and have had to set up payment arrangements and they have never requested documents or anything and have just instantly set up payment arrangements.

Agree with other reviews, long wait for customer service, that's proven every spintel customer facing lot of problems. Speed issues, we are receiving approx 30/6 speed every day and night, we are on 100/20 plan, try all restart unplug cable when you contact spintel work fine for day and back to same next day. Optus and Telstra charge big dollars. This is cheap and nightmare. Change soon. Use for 2 months no more. Website have paid reviews and awards.

Change over went so smooth for 3 days now 48 hours no internet and of course out of hours. So not happy. I sure won't be paying until I know this is sorted

Worst experience for my husband & I.
Constant issues, trying to communicate & reason is like pulling teeth.
Wasted significant time, energy, money & effort trying to maintain minimum services expected and still struggling! We haven't slept well and are continuously anxious as no one seems to know what they're doing.

It really is bad as other people have already stated on the website. I wish I had properly checked reviews before connecting to Spintel. Since joining in July, they have been unable to assist me with connecting VOIP claiming it was an issue with the modem from my previous provider saying it was locked. I contacted my previous provider who confirmed the modem was NOT locked. Anyway, for NBN25, we only connect 2-3 devices max at any given time but we have constantly had drop outs and/or no coverage for a whole day or more. When I asked them what was going on, they say its an outage but yet the website did not publish any either planned or unplanned outage so Im guessing its the service provider. When you try to get hold of Support via telephone the queue is really long and the callback is non-existent.

Absolutely incompetent people. Multiple staff members were involved in our NBN connection and it is evident that they don’t talk to each other and don’t even read the file notes.

Joined Spintel, they failed to cancel my old service as promised. Then I've been charged by both companies for internet. They then refuse to help me claim credit for the mistake. Ended up at the TIO, Spintel continuing to argue that it's my fault and won't credit me. In the end the CSO Elsa credited my account but not without continually blaming me. Somehow during this period they have also charged me another month when they aren't supposed to charge until the TIO case is over. The debit failed and then they charge $15 dishonor fee. This company is a joke, poor service, useless to call, never answer, can't help have no respect for their customers. Avoid at all costs. Clowns.

Have been with SpinTel for 5 months. Reliable performance (very important to me) and experienced perfect customer service which I only used once after about 2 weeks of installation.

I left another ISP with totally unreliable performance, that is very, very frustrating. I am surprised to see so many negative comments ?????

We signed up and were told by Spintel that we already had NBN connected to our property. We tried to explain over two weeks that we did not have NBN connected but were ignored. At our own expense we hired an electrician who ascertained that the NBN connection belonged to next door and was registered to our property by mistake. Still no joy with Spintel. They effectively accused us of lying. We cancelled the service but were told that we still had to pay for a month because that was stated in the Terms and Conditions!

We were on call for an hour and a half, and the woman couldn’t fix our problem and she didn’t even know what she was doing and was using google to try help us. In the end, she made us wait 10 minutes for a response and just hung up. Awful.

I have so many issues I'm so disgusted with this company.
1. I made a arrangement to pay my monthly account 50% I'm really feeling the cost of living burden. They then tried to take the full amount and it failed they have done this before (unreliable & hopeless) how can I trust these liars at best
2. This type of situation has happened 2-3 times before and it happens again.
3. They then will add a dishonour feeb$15 fee for the transaction failing.
4. I've just been waiting on the phone for 1h:16 (gets worse) so then twice someone came to the phone hello,hello, hello from me no answer the digital recording asks me to do a survey can you imagine how I felt at the time.
5. They apologies but something continually keeps going on and on its never ending.
6. Well why don't you change companies, I'm trying now it's a challenge after having a stroke my health is up & down its just awful dealing with these clowns.

I requested to port out on the last day of the cycle, to get my full month that I paid for. They conveniently waited until 2am the next day when the new cycle ticked over, in order to charge me another full month and provide nothing.

This company is shameful! They've put in their terms and conditions that you must pay for a full month of service regardless if you cancel the service on day one of the month. They are effectively charging a cancellation fee when they specifically tell you you are not on a contract and will not charge one and charging for services they don't provide. ACCC must get involved here, this has to be illegal.

Absolutely disgusting practice when we're already dealing with a broken system. Thanks, Spintel!

I have been with Spintel for three years. Last month I was sent a disconnection notice for a missed payment. I went to check my account and my login and password has been changed on their end. The credit card against the account has also been changed. And there is no way to talk to anyone about it because they don’t have a customer service department anymore. Last month I thought it was a glitch and paid the bill. This month I’m almost convinced it is deliberate. I have called every day for the past three, even at 8am when the phones open. I have been on hold for more than 1.5 hours each time. Their callback service takes 10 hours minimum and sometimes when you Press 1 to take the call, it tells you someone else has accepted the call and it is no longer available. This is criminal corporate behaviour. They are trying to extort customers. Unfortunately my only recall is the ombudsman. DON’T GO WITH SPINTEL

The worst customer service. Had to wait 24 hours just for technical support. The next day, I had to wait for another 24 hours to wait someone to answer my queries for NBN cancellation.
Very incompetent.

Customer support is always dead once you become their customer.

No stars, do not recommend!! Have used spintel for NBN for a few years. Service was a bit unreliable with some very slow speeds intermittently but was told this was due to our address (central suburb in Perth?!) and age of house. Just moved much newer house and chose to relocate the service. OH MY GOD. Never again. Used their website to book the transfer of service to new address. It asks for a date for that you want the transfer to occur but apparently this is the date they start to look at the ticket!! Not actually deliver the service. Now 5 days post when we needed it to be working and STILL NO SERVICE and unable to WFH. Four calls to support, each at least 20min on hold before talking to a person. Very polite bit don't actually do anything to help just apologise and keep repeating same script that 'there's a ticket lodged'and then attempt to end the call asap unless you insist on waiting. Even when I asked to escalate with mgr/supervisor I still got nowhere. Seems to be very similar experience to other reviewers. It would have been quicker to cancel the account and move to a new provider!! Which I plan to do now. I stuck with spintel to reduce stress during the move but has turned out to be biggest problem of all. Spintel - I hope you are reading this as there is no other way to communicate with you!!!

This was a sad moment. l signed up and then called to enquire about the service and 300 fee regarding set-up of new nbn development fee which l was expecting. l explained that l was a NDIS tenant and did not have any of their required information regarding the address ownership. l explained that l was a tenant as a specialused disability accommodation tenant and had no lease no electricity or council papers as the meters are not yet split etc. l did however provide other government cars eg disability support pension demonstrating that l live here and l have proven l am at this address. even that didnt serfice! l was so frustrated when l asked for them to just cancel my order and refund my nearly 600$ they stalled for almost an hour trying to get me to stay and prove residency. Finally l said ld go to the ombudsman if they didn't they finally did. they obviously think centrelink don't do their job properly with evidence of residency/tenancy. it was an awful experience. it's been a week and lm unsure but l don't see my money. never subscribe and pay first ever especially with this company. if this is how lm treated at lm signing up, imagine being their customer!!!!!! disgrace.

Unfortunately I cannot recommend Spintel as my experience has been much like the reviews listed here. After signing up to Spintel on their NBN25 plan based on their low pricing and the 4+ star reviews on other websites, I unfortunately had nothing but issues with regular service drop-outs, much lower download speeds than advertised (as low as 30%) and very long latency/ping, which I had not experienced with any of my previous providers for the same property.

After following their online troubleshooting directions and having no luck, I raised the issue with Spintel, yet after a week of having to provide the specifics of the problem repeatedly to multiple different consultants and having to repeat speed tests over and over again (which I had already done prior to contacting them), they finally booked an NBN technician - without consulting me for suitable timeframes - and warned me in their email that I would incur a $150 fee if I was not present in the timeframe they stipulated.

That was the final straw for me and so I changed provider today. Changeover took less than an hour and the download speed is MORE than the new provider advertised, proving to me that the issue with Spintel's service is related to how much bandwidth they purchase from NBNco, not a technical issue at all. Their website states they guarantee their speeds, but I saw no evidence of that.