18,734 reviews
AI reviews summary
Pros
Cons
Verdict
SpinTel generally delivers a positive customer experience, anchored by an attentive and supportive customer service team that efficiently resolves technical issues. While the provider offers competitive pricing and quick connection times, a subset of users experiences occasional service dropouts and frustration with post-promotion price increases. Overall, the sentiment is largely favourable, particularly for those seeking affordable NBN plans backed by accessible human support.
This was a complete accident caused by my operational mistake. However, the online customer service representative I encountered, John.B, was extremely patient in helping me solve the problem. A very good and efficient experience. Show reply
Tina was excellent; very patient and persisted until the connection issue was resolved. My thanks to her duty of care to see the issue through to completion. Thank you. Show details · 1
Cherry answered the phone with such an upbeat and friendly attitude. She listened very carefully to my concerns and made me feel heard and understood. At one point, she felt that she may have been talking too much, and she immediately apologised and made sure to let me speak first. She was polite, professional, and there were no dull moments… Read more · 1
throughout the call. Her technical knowledge and ability to assist me over the phone were also excellent.
Thank you so much, Cherry, for providing such outstanding customer service. Your patience, professionalism, and positive attitude are truly appreciated!
Reviews with attachments
Cherry was very patient and very helpful and at no time was she impatient with us. Show reply
I had such a positive experience with Mié. She was incredibly knowledgeable, patient and polite, and I really appreciated how kind and reassuring she was throughout the whole process. The Grandstream phone wasn’t the easiest device to set up, but Mié never made me feel rushed or frustrated. She took her time explaining everything and patiently… Read more · 1
guided me over the phone. When we still couldn’t get it working, she arranged remote access to my laptop and was finally able to solve the problem and get the phone working.
I’m so grateful for her persistence and willingness to go the extra mile. She made what could have been a very stressful experience feel much easier. 5 stars for Mié and her wonderful service! Thank you so much! ⭐⭐⭐⭐⭐
I called up as I was a little bit confused on how to set it up and I got a person called Mark. Mark walked me through every step and told me what to expect before it happened, mark did amazing and was successful in helping me set it all up. So far everything works the way intended so Im overall happy Show reply
Janah from tecnical support guided me through a new modem upgrade configuration to support my new speed tier. Patiently diligently kindly and with levity. She is a asset to the company. Yay Show details · 1
I realised that my NBN 500 speed slowed to under 100 Mbps for both cable and WiFi. Mia from Spintel assisted me over the phone and patiently walked me through the trouble shooting processes. This involved multiple online speed tests and resets on her side and mine. Wherever the glitch was, in the end all my laptops registered over 500 Mbps on… Read more · 1
cable. And even WiFi was back to impressive speeds in every part of the house. Thanks for the excellent service.
Cherry provided exception service to help us change our payment optiond and add a new person to have authority on our account. It became a bit tricky due to reasons beyond her control, but Cherry was extremely patient with us, and gave us instructions that were easy to follow. Her manner was friendly, respectful and very professional. Show details · 1
SpinTel's team were very prompt and active during the troubleshooting process for my home phone system. My service advisor Charm was fantastic, she resolved all my technical needs fast and very professional, she really has the charm in her customer service skills. Thanks for all your help Charm! Show details · 1
Great support for my VoIP service. Edward patiently stayed on the line while I set up my VoIP after moving to a new address. He provisioned the service from his end and guided me through entering the settings on my Cisco ATA, which I couldn’t initially log into due to an IP configuration conflict. After the move my WiFi services started seamlessly… Read more
from day 1, however the VoIP required some manual configuration on my end. This is the second time I’ve had to do this manually but Edward made the process much smoother. Phone is now working perfectly. Highly recommend! After being their customer for few years now.
That charm helped me with understanding my issues an helped me fix the issue I was having an got back to me when it was approved Show details
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Charm was very polite friendly knowledgeable & charming. Thank you Charm Show details
I just joined Spintel on the 1000/100 plan. As a lot of ISP's are increasing their prices. Usenet speeds is not to bad 100+MB/s for the cheap price. I'm using USA usenet 50 connections. Just make sure you got a good router with SQM/QoS. I'm using OpenWRT. I have HFC. Show details
I am very happy with the professionalism that Heidi had towards me thank you very much and please employ more people like her Show details
SpinTel staffs were very patient and professional, the problem was solved very quickly. My new wi-Fi works very well now !! Show details
I couldn’t get the internet to work in my new house. Between the Spintel tech and myself we established that some Ethernet links were missing between the NBN box and my house Ethernet cables. The technician (Mel) was excellent in explaining what and how to check things. Show details
Thank you so much very good service I’m happy for this Internet
Latest follow-ups
Elena was very helpful, very patient and even researched if my modem was compatible with the upgraded speed. Show details
Follow-up · Unfortunately I’ve left Spintel, then went to Neptune but being a cheaper price, tech support especially weekends you aren’t able to speak to a human. So I went back to Aussie Broadband as they have tech support weekdays and weekends.
Currently using 100/20 mbps, can’t fault it. Getting an upgrade at no extra cost next week to 500/50 mbps so I am expecting great things. Spintel are much more proactive than my previous ISP, to the point that they email me about scheduled NBN outages prior to the event, never happened before. Great Service Show details
Follow-up · Still great,very occasionally speed drops a little, not the fault of Spintel. More likely not enough bandwidth from NBN. Minimal outages, generally for scheduled maintenance of which we get notified.
Adrian provided me with positive answers to several questions that I posed and helped provide me with an updated service on my account. I am very impressed with the service I received. Thank you. Show details
Follow-up · I am receiving very poor speed from my Spintel service. The customer support has been responsive,however very poor speeds
Follow-up · I am finding Spintel to be a very consistent and reliable provider.
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Positive reviews
Heidi was very excellent at explaining my worry about when to cancel my account which I am thinking of doing in December I will be waiting on what discount is available then Show details · 1
I was well-supported by Edward on the phone today and he assisted me with activation of my mobile service. All problems have been resolved in the end. Thanks Edward for his great customer service. Show reply
Mel was very good helping me to restart the internet when there was a problem with the connection. He went through step by step how to reconfigure and reset and connect it to a new modem. It’s working good so far. Thank you for your help Mel! Show details · 1
Negative reviews
As a customer that not able get up to 750/50 on any given day. Lucky to get 389/43 to 475/39. I have had a complaint in for over a month about the speed and reset the modem and also plug my computer directly into nbn to check the speed with no difference to speed of modem. Still 389/43. Yet l can't get nbn speed up to 500/50 or 750/50. They won't get nbn out for a fault. Not very happy. Show details
My conversion and assistance from CHARM was very helpful. I have no complaints regarding my NBN connection or service at all. My only complaint would be that now the initial 12month over is over and the increase of the monthly payment to $69.95 has made a difference to budgeting as I'm only on a pension, & $10 does cause a hicup. Show details
Hi Anne-maree, Thank you for taking the time to share… Read more
Slow internet; non existent customer service. We were given a used portable router/modem and when we canceled the service for how terrible the speed was, we returned the router. The router was lost in transit, unbeknown to us. 2 years later we noticed a monthly payment of 4-6 dollars being taken from our account. Upon contacting Spintel Customer… Read more
service we were told it was a rental charge for the router. We were not contacted and Spintel refused to cancel the automatic payment. Now they are seeking over 300.00 payment from us for a used, outdated router that has been lost (probably by them). I offered to buy them a replacement from Cash Converters for 10.00, but obviously they prefer the 300.00 so they can put it towards a newer model. I'm guessing times are tough at Spintel, but that is understandable when you treat your customers this way. Anyway, sign up with Spintel; its the only way to discover how terrible service can be.
Hi Kelly, We're sorry to hear about your experience and… Read more
Recent reviews
It's refreshing to be heard and taken seriously. I had an ongoing problem with getting my SIM card since my phone was stolen. The company itself (Spintel) is average but the staff were really helpful. There were a few I got to speak to as the problem had been ongoing, but the last one was Edward. He made sure my problem was sorted out by organising a call beefore he closed the ticket - thank you - I really appreciate what you did. Show reply
Cherry was very polite, friendly and really helpful with my phone internet technical issue. Her assistant and customer service was outstanding and she was able to fix the issue promptly! Thank you so much Cherry. I really appreciate your help. I am a satisfied customer of Spintel and it was a delight to have such great support from Cherry! Thanks again!! Show reply
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Hello Small family, Thank you for taking the time to… Read more