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Spintel Review

Posted: August 15, 2016 - 11:59:32 AM

Posts: 1
Joined: August 14, 2016

Plan Name: basic
Broadband Type: ADSL
Monthly Cost: $40
Activation Time: 73 days

Speed: 10%
Reliability 10%
Tech Support: 10%
Presales Info: 10%
Features: 10%
Value: 10%
Overall: 10%

Pros: Nothing
Cons: No internet for 2 months

Internet service went down over 2 months ago. Spent endless hours attempting to get it fixed. Despite me telling the line went down as a result of a massive storm, they still insisted it was an issue with the modem. Got a second modem and surprise, surprise, it didn't work either. Then they wanted me to switch back to the first modem and complete all the same tests again. Still nothing. Then they wanted me to get a landline so I borrowed one from work. Landline works perfectly.

Then they wanted me to get an electrician out to determine that if it was something to something wrong in the line in my apartment. They said if they sent a technician out and it wasn't their fault, I would be charged $200. So I got an electrician out and everything was fine. Told them and they still wouldn't send someone out. Instead, they sent it to the faults team in the Philippines, who rang me and asked me to perform all the same tests again. I said there is no point, as I've already done it so many times. They insisted I do it one more time and still no result. Then they said it needs to be escalated, however they had already told me it had been escalated. I have have heard nothing from them since then.

Every time I get on the phone, it is at least a 1 hour wait time and another hour talking to them to get absolutely nowhere. They have a call back service so you don't have to wait on the line, however it doesn't work. It says to press 1 to receive a call back and when I press 1 nothing happens. They have told me twice that I will receive a call at a certain time and I have rushed home to receive the call and no one rang me. They have also told me me several times that someone will call me back either by the end of the day or within 48 hours and I haven't heard from within the time frame they told me. Once they took a week to call me back after saying they will call me within 48 hours.

Every time I speak to someone they ask me the same questions ie. what sort of modem is it etc. Now when I speak to them I say can you please read your notes because I have explained my situation so many times and I am so sick of repeating myself. I asked for a refund on my account for the internet I have been paying for and not receiving for the last 6 months and they said not until they have resolved the problem.