4,421 reviews
- Pre-Paid Sim Only
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- Post-Paid Sim Only
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- Post-Paid with Phone
AI reviews summary
SpinTel Mobile receives high praise for its responsive and professional customer support, which is frequently cited as a primary reason for customer satisfaction. While the majority of users report seamless transitions and reliable service, some recurring technical and administrative hurdles exist during the initial setup phase. Overall, the sentiment is overwhelmingly positive, driven by competitive pricing and a human-centric approach to problem-solving.
Pros
- Exceptional Customer Support: Staff members are consistently described as patient, professional, and knowledgeable, often going above and beyond to resolve issues via phone or live chat.
- Fast Connection and Porting: Many users experience near-instant SIM activation and rapid NBN setup, with some porting processes completed in under five minutes.
- Competitive Value: The service is frequently highlighted for its affordable NBN and mobile plans, particularly when bundling services or taking advantage of introductory discounts.
- Proactive Follow-up: Support agents often initiate follow-up calls or messages to ensure technical issues are fully resolved and that services are performing as expected.
Cons
- Complex Initial Setup: Several users reported difficulties with the website's activation process, unclear instructions for new SIM cards, and cumbersome identity verification requirements.
- Data Usage and Billing Discrepancies: A notable number of complaints focus on high excess data charges ($10/GB) and perceived inaccuracies in how data usage is calculated compared to previous providers.
- eSIM Accessibility Issues: There is recurring feedback regarding the difficulty of finding or selecting eSIM options on the website during the initial sign-up process.
- Inadequate 2FA Workarounds: Users who lose their phones face significant hurdles logging into their accounts due to a lack of alternative verification methods (like email OTP) when the primary SIM is inactive.
Verdict
SpinTel is an excellent choice for consumers who value high-quality, human-led customer service and competitive pricing. While the initial sign-up and activation process can be temperamental, the support team is highly effective at resolving these "teething" issues promptly. Potential mobile users should remain vigilant regarding their data limits to avoid steep automatic excess charges.
The technician I talked to, MARK is very knowledgeable and helpful with my query and problem. He thoroughly brought me step by step on how to rectify my problems with my internet and landline. It is very hard to call Spintel sometimes, but, he called me back and followed up on my problems which is a great help to me than waiting for minutes or… Read more
hours just listening to Spintel music and waiting for someone to answer. I will always stick to Spintel as my provider because of such professional, friendly and helpful people like Mark and Claire. They are a great asset to the company!!! Give them a raise or promotion! Woohoo!!!
My wife and I have migrated our service and mobile numbers to Spintel from Moose Mobile due to Moose's pathetically implemented compulsory sim migration to the Vodaphone network, and all that entails with poor network coverage and slow speeds. Already, have superior customer service, back on Optus Network, and far more data per month for same cost. Good stuff Spintel! Show details · 2
I was having an issue with 2 factor authentication while porting my mobile to SpinTel. The service was prompt & knowledgeable. Karen followed up the next day to confirm everything was ok & if I had any concerns. Weve had our NBN with them for 2+ years. Top company Show reply
Reviews with attachments
Best chat support of any Telco I've used. "Apple Jean Boiser" super helpful and patient.
Xyra showed time and energy, effort and dedication to helping me with my NBN pricing, and a payment extension today on the chat. They were really helpful with my chat, and I really appreciated the help and support today! Thanks Xyra for your quick and effortless help! Show details
I was having problems with reactivate my account but thanks for XYRA he helped throughout. Really appreciate he service. Show details
Gretchen was amazing and so helpful for helping me setting up my account and my wifi Show details
Pim was great and extremely helpful she helped me with all the questions I had Show details
Very friendly service. Maecrena. She assure me receive the new sim card within 2-3 days.
Gretchen helped me resolve my wifi issues over a call and she was absolutely fantastic and seemed very happy to help. She was very clear with her directions in trouble shooting the issue showing her excellent knowledge in this space. Thank you Gretchen. You are a star!! Show details
Very professional and nice customer service from Jasmine. Well done and keep that up. Show details
Very help full Gretchen that I talk to she was patent explain me an guide me all the process to connect my nbn.. I realise I didn't have the nbn box in my office they just saw one in another office.. So I was in confusion.. Now waiting for nbn box so I can connect my modem
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Kourtney is an amazing operator. They all are. Becoming a customer is brain dead simple. Support omg is crazy awesome. I was with Telstra for 17 years and I'm so happy with coverage now. I strongly recommend to anyone hesitant leaving Telstra.
I just called the service agent GRETCHEN today regarding the connection problem. She was very professional and friendly to guide me step by step to solve the problem. 10/10 service. Will recommend friends to use their services.
i love spintel…and want to stay with spintel if possible. best customer support and service with very reasonable price. even with this kind of technical issue (service suspension) i raised today with other providers, it won’t be that quick. considering today is weekend, this technical support is amazing…
Mixed reviews so far but Donna was a great help. Lots of issues and complications getting connected and the staff seem a little bit short on the right knowledge to lend the best assistance but we are getting there.
providing information clearly and understandable, good instruction, friendly, supportive, nice voice Show details
[Name Removed] was sort of able to resolve my issue. The plan displayed the cost at $27.00 per month. With my original cost at $81.95 per month. It turned out to be $59.95 + $27.00 - $3.00 per month, which isn't displayed anywhere on the page. They should display the cost breakdown, or show the total cost in both places. Showing the total… Read more
current cost per month, then the cost of the "speed" per month, without specifying what the base cost is, is very misleading.
Overall [Name Removed] was able to clarify for me, I'm rating a 2 / 5, the website need to clarify the costs, and not be misleading.
Latest follow-ups
I decided to use Spintel for my mobile service as I had been happy with my NBN service with them. There were complications: I wanted to use an e-sim for the first time, but completing the order online did not give me that option. However over the… Read more · 1
course of a day with assistance from various Spintel personnel the issues were resolved. Carol was particularly attentive ensuring that each problem was addressed and checking on progress through the day. Having dealt for the last few years with Aldimobile the personalised service was unexpected. But very welcome.
Follow-up · My previous experience had been using the Telstra network. I'd read that the Optus network may not provide the same coverage, or possibly the same signal strength. That's proved to be the case in my non-urban area, with more frequent drop outs in phone calls and when I need to hotspot the phone for other devices. So far its just an occasional annoyance.
Ann answered my query regarding activation of my new internet service very assuringly. Because our mobile connection was poor she rang back so we could continue our discussion accurately. Show details · 2
Follow-up · Speeds were great when first connected but slowed dramatically after a week or so. I googled probable issues and followed suggestions to turn off NBN box and modem for 5 minutes and then reboot. Speeds were restored. Happy now.
Miguel made the process of changing my NBN speed quick and easy. Show reply
Follow-up · It's a year since my previous review of Spintel. The speed has continued to be excellent, and the service superb.
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In-depth reviews
After ONE MONTH of INACTION by Spintel I had to call in to follow up on my account. I submitted all my docs to Spintel after they initially requested for more docs. 0 action from them afterwards. I had to rely on roaming. Is the company gonna pay… Read more
for my roaming? If I could give NEGATIVE STARS for that experience, I would. Absolutely 0/5 for initial customer experience.
When Cherry stepped in to help, it was considered normal priority and was solved within 24 hours. why wasn’t this solved initially within 30 days by the company? Somebody dropped the ball?
Anyhow, today’s 5 stars is about Cherry. Her bubbly and cheerful personality shined through the call. She very quickly helped me solve my problem. I was assured by Cherry, that my problem will be sorted within 24hours, she guided me on setting up my phone and followed up with a call after my mobile service was activated. I was glad that she was on the other end of the call! WELL DONE CHERRY! Keep up that right attitude, and wonderful work!
Follow-up · Not clear what caused the delay. No explanation. No roaming credit was issued. Phone set up was quick and fast.
I had a question relating to my mobile service and international roaming which I submitted through the chat service on Spintel's website. The automated response service was almost instant and gave me the answer I was hoping for but also suggested I may want to seek clarification and offered to connect me to a live agent. I said yes please, and… Read more
after confirming my account number, phone, and supplying a 2FA code sent to my phone, I was very quickly connected with "Donna" who was able to confirm the functionality. Basically, as long as I activate international roaming before departure, I will be able to receive SMS sent to my Spintel phone number while in a Zone 1 country, at zero cost beyond my regular monthly pay. The $15 day pass roaming charge is only activated if I make or receive a phone call, send an SMS, or use data roaming. Thank you Spintel and Donna!
For years, partner and I have both used Spintel for our mobiles and our unlimited mobile wifi service. Our experience has always been very positive and I would recommend Spintel to anyone.
As promised Spintel had our home WIFI connected on the agreed day. I had some issues connecting my Google Nest Pro router and making it register the increase download and upload speed. I contacted Sprinted and spoke with Anne who checked every out at her end, and it was all registering as expected. I didn't know how to access the setting for my… Read more
Google Nest Pro router via the Google Home app and Anne suggested I call Google assistant and even looked up the number for me. Anne said she would allow an hour for me to contact Google Australia. Unfortunately the number was no longer available as Google no longer seems to be contactable by phone in Australia. After a number of attempts I was able to access the correct settings mode on my Google Home app, and upgrade it to register the new NBN internet speed being provided by Spintel on my account. Anne called back as promised an hour later to make sure I was able to contact Google. I updated her on my experience with being unable to contact Google but had resolved the issue myself. Anne was very helpful in making sure my service was connected correctly. Now the download speeds are two times faster than I was paying for with my previous provider but at half the price for the first introductory 6 months then the same price thereafter. I would highly recommend changing your NBN internet provider to Spintel.
Recent reviews
I have just joined SpinTel and had a few queries re porting mobile numbers, cancelling a landline and adding my partner as a user to our account so that we can both contact SpinTel for Support. I got through to Lay who was very helpful and kindly answered all my queries. Many thanks Phil Show reply
I received an email stating that the NBN service at the new unit had been cancelled. Luckily, I got to speak with Anne, who was so very helpful! She easily re-instated the claim and was calm, efficient and very pleasant throughout the call. Thanks Anne! You made my difficult day a lot easier ☺️ Show reply
I have up your offer for FTTN NBN. I dealt with Anne, may I say she is a great ambassador for your company. Efficient, polite and unexpectedly did everything in a punctual timeframe. Anne was a delight to deal with. Regards, Keith Coates. Show reply
My issue was fix promptly and jasime was so understanding helpful and polite hope a lot more customer service personal are as helpful and polite as jasmine was yesterday .thankyou jasmine Show details · 1
Excellent customer service when I encountered problem activating my SIM card, no long waiting queue, my call got answered quickly. I was worried my activation got past end of June as I called at 4pm and I have to pay another month of subscription fee to my existing mobile operator. Aira helped me patiently and follow up on my progress. She even… Read more · 1
give me a call back the next day to ensure the SIM card is working. However, SIM card delivery should improve to shorten the time (my experience is more than 5 business days in NSW metro suburb, with other operator I received it within 3 business days) and no e-SIM option for instant delivery. Consider to order 2 weeks in advance if need to port-in to Spintel before next renewal.
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Hi Marshall, Thank you for your feedback, and we… Read more