SpinTel Reviews 313

I recently canceled my NBN service with SpinTel and was informed that no refund would be issued for the remaining days of unused service. This policy is surprising and unfair, as other NBN service providers typically refund customers for unused portions of their service. This practice was not clearly communicated to me when I signed up for your NBN service, and it is not standard compared to other NBN providers. I have successfully received refunds from other providers such as Vodafone and iiNET in the past.

Additionally, I experienced significant difficulties while trying to resolve this issue with your Customer Service team. I had to wait in the queue for over 20 minutes and was forced to end a call-back request. When I did receive call-backs, they were disconnected three times, which was extremely frustrating for a simple request like this.

Please DO NOT sign up for their service!

Admittedly, initially I found the back up support and speed great. But now, 1 year on the support is atrocious! Constant drop outs and i rely medically on the NBN. Support is non existent, calls not answered or returned and online chat or WhatsApp goes min 24 hours to respond, if at all.
Recommend another ISP with a 4/5g back up modem.

It's very simple. When I pay for a service I expect to receive what a company advertises/promises in writing, not the daily frustrations of low download speeds; never achieving anywhere near their advertised speeds; constant dropouts; lengthier unplanned outages; and, when the internet was 'working', painfully slow buffering so my streaming services frequently failed to load. Many times I had to hotspot my phone when I needed to use my computer. Then there were the additional frustrations dealing with Spintel's overseas call centre trying to fix the issues, which were never resolved. Although polite, Spintel call centre operators will try to blame you, your equipment, the technology, and even the NBN. They will have you running around in circles in preference to taking any responsibility for resolving issues. Don't bother complaining to the TIO either because they're a toothless tiger. If you're with Spintel and not receiving the advertised service you're paying for the best advice I can give you is don't waste your time and money. Take your business elsewhere. Upon immediate connection to my new telco - using exactly the same technology and hardware - all the issues disappeared and I now have a fast and reliable service.

Stealing money from people....
Still they charge hardware rental even after returning it.
That's how they make money.
No one answer the phone.

You can deal with them if you have too much time on your hands.

Not worth a pinch of it. Two Hours on hold without response.
You may Press 1 at anytime and we will return your call,
so I press one, I am first in the queqe,
Then I get cut off.
Well FU Spintel and FU Liam Bal.
You're both not worth a pinch of mine nor your own.

We have been with Spintel NBN for the last two years or so. Their service have been quite good with very rare outage. However, since the end of February we always encountered problem accessing a few specific websites, such as ANZ.com, warwick.com.au. We complained then it was fixed. The first time it happened, they said they refreshed their settings. After a few days, it happened again. Had to complain again. Then it was fixed. For the last few weeks, this problem practically occurred every week now. Each time, I had to raise this issue and they claimed it has been fixed. It happened again tonight. And as it is outside their normal hours, I again have to wait for it to be resolved. I wonder if they have capable technical support at all with this problem.

I changed to an unlimited plan with 20 MBps download speed. Some how they added a "speed charge" of 100mbps which was about another $20/month. Rip off! Then I upgraded my mobile plan for a month (heavy data needs) and when I went to downgrade they said your old plan is not available anymore. No warning. Chat support is non responsive. Bit of a shambles. Bye bye SpinTel

This company is absolute garbage. No service and continued now four months later after cancellation they continue to harass me for money. If anyone owes anything Sointel owe me as they took out monies when I had cancelled the service. I’ve spoken to them 20 times and yes very caring but nothing happens. They should be reported to consumer affairs which I will be doing.

Spin tel are trying to steal money for a service we disconnected. Their incompetent lazy staff haven't done their job so now are trying to rob us for more money. Disgraceful nasty company. Avoid these criminals

Where to start? I signed up with Spintel which was relatively simple but then the demands started to provide licence or passport, provide proof of residence, get a one time pin.
The issues began when they notified me my internet was connected but it wasnt. Over a period of 5 days I spoke to many over chat. They change reps constantly and your message just goes back into a pool until someone else picks it up, hence 5 days and no resolution. I purchased 25mbps for $49pm (6 month special). I was receiving variable from no internet to 8.8 then finally topped at 21 during offpeak. When trying to explain this to the reps I was told my plan is 20mbps however they dont even offer that, its 25, 50, 100 & 250+. I understand there could be maybe 10% variable during peak demand however I didnt even get stable internet nor any speed relatively near what I signed up for.
They blamed NBN, then it was my modem however until I transferred to Spintel I had continuous uninterrupted service with same nbn box and modem!
After multiple (at least a dozen during the 5 days) reboots of both the NBN box and the modem, wait 3 minutes then turn back on, then the reps started with can you conduct speed test and on multiple sites, then its ping this and ping that, then its do another speed test all while my responses were going back into que until someone picked them up again. After 4 days of back and forth with minimal to no internet (first 2 days then the 5th day) I request to speak to a supervisor which was just not provided. I kept getting told the rep can resolve my issue but clearly not.
I then called on day 5 demanding to speak to a supervisor, the rep tried to talk me out of it then finally put me on hold for 20minutes before a 'supervisor' answered. I get to speak to a person who refused to provide their name to me but 'assured me' they were a supervisor. I was told they cannot do anything that my call needs to go back to a rep who can log yet another fault ticket. I was told I am being transferred and after 5 min of silence the line was terminated. She hung up on me. I waited 20 minutes hoping they would call back but nil. I called Spintel and the rep I spoke to checked the line and said the service is reinstalled and that I was receiving 15mbps that is within the acceptable range (and its not even during peak time)! That is 40% reduction in speed of what I purchased. I explained to the rep if he were to go to the supermarket and purchase 1 litre of milk yet he received 600ml would he be satisfied with that? His response was that it's within the acceptable range and that I am being unreasonable. I asked him to ensure that no payment is taken from my account as I have not yet had any service to which he responded he will raise a ticket and it will take up to 5 working days which falls outside of the due date for payment so I guess it will be a mammoth task to get my reimbursement? I told him to cancel my service since they are unable to provide what they advertise and he did so immediately. Well, at least he was able to do that instantly. I mentioned that I will provide reviews online about Spintel so others are warned not to go with them his response was "he respects my choice"
5 days of no or minimal service, 7 different reps, 1 supervisor and I was told I am unreasonable but the fact that they were not able to provide the service they advertised and caused a copious amount of stress, anxiety, rebooting, calls, chats online as they are not available by phone during weekends. Save yourself the grief I endured

It was fairly good when I signed up a little over 6 months ago...then 3 weeks ago, it started unplanned outages. 6 or 7 times I lost count, each lasted more than 12 hrs. Rang the tech, and selected the call-back option which never came. Then they even cased phone tech assistance altogether a few days ago - now it is only available on online chat. Unbelievable. Note that you have to provide 2 weeks' advance notice to leave plus unknown crawlback fees for switching to another provider. I had to argue for termination by the end of this month, and not charged for the whole next month for non-service delivery due to repeated massive outages - I hope they honour the rep's words given in the chat, and do not mysteriously lose the chat record or put the onus on me to screenshot it or something. Also, they say they only count reported outages but how can I report it if they never call back? Don't they have access to all the connection records, without a customer reporting, I would have thought? Do not trust the above 4-star reviews on ProductReview, as it must be filtering negative reviews. Avoid.

I tried to sign up for spintel and got a barrage of things I needed to produce to them. firstly an Idenification license (which is fair enough,I uploaded that!)
Took 2 weeks to respond that they want a utility bill (water) I uploaded that
1-2 weeks later - now they are requesting an additional bill. So I stopped right there.
That was my last email to them stating I'm glad you showed me what sort of company you are, and asked to cancel the new sim card...
From the looks of this company they are not professional I've been with a lot of larger providers and this was a joke. Do Not deal will this company from what I heard on trustpilot as well... stay clear of it!

Started to charge me more. Called and rep said promo discount not added will sort it.
received a Message to say no refund to be given.
This is there $49 month service
Service keeps dropping out as well after changing from the 50mps to 25mps . Tech support can see but can't seem to fix

I signed up with Spintel not even 6 months ago as my previous provider had an increase in price so I wanted a cheaper option. I chose 50/20mbps.

Since then, I have been in contact via phone and online chat over 7 times, due to internet drop out and slow internet!

They have constantly blamed my equipment. They told me it was my cables, so I went and bought new ones, they told me it was my modem, so I went out and bought a new one which they couldn't even connect to so I had to go back to my old modem which has NEVER had a problem and still doesn't.

Every single time I tell them they are the problem, they just tell me it's me.

I have worked from home since the start of Covid and I have never ever had problems until I signed up with Spintel.

I have lost thousands of dollars worth of working hours due to loss of internet and when I asked them to send me a new modem, they still want to charge me, when I ask for compensation because I am paying $60/month for a service I am not receiving and also having to pay extra to hotspot off my phone, they have NOT ONCE offered any sort of refund or compensation.

I have sent complaints and I have told them over and over about the issues and they have not adhered at all.

I can clearly see on the internet the large amount of negative reviews about Spintel that are the exact same issue as I am having. The ACCC states that is illegal to charge a customer a product or service that it does not provide. I have paid for 50/20mbps for internet every month and I have not received it at all.
Spintel if you are reading this, look at all my previous phone conversations and messaging conversations as PROOF. Since signing up, I have paid nearly $450. I either want half of this refunded because the internet only works half of the time if that anyway, and I also want a new modem sent to me because you like to constantly tell me its my modem which it is not, or else I will need to raise a complaint to the ACCC and also TIO.

I have tried to sort this out with you but as you refuse to do anything at all, I will take this further.
If anyone else is experiencing this issue as well, lodge a complaint at Telecommunication Industry Ombudsman (TIO) and the ACCC

Spintel customer service is so frustrating to deal with !
Their online chat staff wouldn’t help me switch to a slower / cheaper plan when they increased prices end of last year.
I was told after trying myself and failing to change plan speed, just to try again.
Now they’re charging me for not only the cheaper / slower plan (20/10), but for the original dearer / faster (50/20) plan, back dating 2 months of charges to the beginning of the year.
Their billing team didn’t realise for 2 months that somehow I ended up with 2 plans instead of a single slower plan. But they now expect me to know that and pay for two concurrent plans, when it’s quite clear that only one plan was in use.
So I’m paying for 2 different speed plans at the same residential address to a single modem.
Who would know that you can do that?
There was no attempt to clarify that I was apparently requesting a second plan instead of a just a simple change to the existing plan !
Who knows that you can have multiple NBN plans to a single NBN line ?
Particularly when I requested help to change to a different, not another additional plan.
At one point I was told that they had upgrading my plan as requested from FTTP to FTTN.
They didn’t realise that FTTP was the better than FTTN. .
After 2 months I still haven’t resolved the issue.
I have been forced to explain the situation several times to several different people in multiple emails and online chats trying to resolve this.
Still not really getting any help fixing problem since beginning of the year.
Now being told that the bill team reversed the charges for only one month after I was told by chat staff that both months’ charges were reversed.
I have wasted many hours trying to explain to people on the customer service chat that It has cost me so much time and effort over the last two months, that I feel that they should give me 6 months for free.

Worst customer service ever! They send nbn to fix something and say they have been to the premises and fixed the issue and I am at home waiting and noone showed up but they don’t even believe me. Internet still drops in and out but they don’t care. They don’t care one bit about nbn coming to the premises or not and make you feel like an idiot. I can’t believe this!

Poor customer serviceSlow and intermittent connection all through the day. Tried contacting customer service via phone, selected call back option with no call after 3 hours of waiting. Used virtual assistant to help troubleshoot option, no response. Transferred to another provider, only received a message 12 hours later saying "Please note that even if you choose to cancel your service immediately, the monthly charge for your current billing cycle will not be refunded."
Go elsewhere

When the service is good, it works. However good luck if it goes down. I have been made feel like an idiot just for trying to get my internet back up and running. And don’t even bother with live chat. The only way I have gotten someone to speak with me is sitting on hold on the phone. Absolute joke considering I also work from home and are forced to take leave due to this horrible service provider. Inconsistent and untrustworthy. I am switching to another provider as soon as possible. Have also lodged a complaint, not that it matters. Probably won’t hear back LOL