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Spintel Review

Posted: March 17, 2020 - 7:37:00 AM

Posts: 1
Joined: March 16, 2020

Plan Name: NBN S 200GB
Broadband Type: NBN
Monthly Cost: $55
Activation Time: (Read review)

Speed: 5%
Reliability 5%
Tech Support: 5%
Presales Info: 5%
Features: 5%
Value: 5%
Overall: 5%

Pros: I wish there were positives.
Cons: Unprofessional. Dishonest. Unacceptable.

I live in Melbourne in an ordinary street-front house that had NBN connected in the street. What began as a compulsory requirement to stay home for an NBN technician to visit and connect my service “between 8 am to 12 pm” quickly became an entire workday wasted with the technician leaving my home without a functioning internet connection. He simply connected the NBN box and then, after seeing that the modem lights did not result in a functional connection, simply took off and indicated it was no longer his problem but that I should resolve the issue myself with Spintel. This was followed by VARIOUS HOURS over the phone with more than one phone call attempt on the same day, some with call back prompts where there was no call back (!!!!) and some, when again waiting for unacceptable periods of time I finally got through to staff, the staff were incompetent and unable to resolve my issue as it had become Friday evening and the people they needed to contact had gone home. I was promised a call-back on Monday, which did not happen. So, by Monday evening, after I called back myself and AGAIN spent almost an hour waiting on the phone to speak to someone, I decided that their customer service was and would remain unacceptable and that since I had paid for something I did not receive, I wanted OUT. I demanded a refund and cancellation of my contract and the person I spoke to promised me I would get a full refund and that my contract would be cancelled. He also promised to put this in writing in an email but never did. Thankfully, I recorded that conversation on my phone and then emailed myself a copy of that recording. Incidentally, the excuse that “Julieto” gave for not sending the email while we were on the phone was that THEIR SYSTEM WAS DOWN AND THEY HAD NO INTERNET CONNECTION. This ‘wacky’ occurrence coming from AN INTERNET SERVICE PROVIDER. After sending another message on their website about my demand for a refund and cancellation of contract, I received an email where I was told I would receive a full refund once I posted back the modem. I wasn’t given a return address, nor was I offered a courier pick up of the parcel. I was simply told, “we’ll give you a refund once we receive the modem”. I said, “sure. I‘d like to be compensated for the full day of work that I lost.” This written review is the result of their failure to get back to me on that request. STAY AWAY from Spintel. It really is not worth the headaches.