Spintel down - Reliable?

Lart-fanatic on 04/04/2022 - 11:19

I moved to SpinTel 4 days ago. After a slow activation on Friday the connection was up. I am paying for 50/20 but rarely get over 40 down. I know my connection and equipment can do 50 down because I was getting that just before I moved with Superloop and I was also able to get it with Tangerine and ABB before. At various times over the weekend I have tried switching speed test servers but have received similar results. I am surprised because I thought it was using the same NBN connection. I don’t know why there would be so much variation between a provider.

Also this morning my internet just died while I was on a work zoom call. Turns out there is some unplanned disruptions. I checked other providers and it seems to just be a SpinTel issue. I know it happens every now and then and normally I don’t really worry, I just tether to my phone while it gets resolved. However, combined with the relatively poor performance I got over the weekend, I am wondering if SpinTel is as good as the other providers I have tried.

Is this a similar experience to what others have found? After todays issue is resolved I might give them a call and ask why I’m not getting the advertised speed. I’m wondering if they do anything about it?

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Comments

  • deme on 04/04/2022 - 11:37
    +1

    Welcome to The Internet(tm) Support:

    Did you call Spintel?
    What does it say when you put your address in https://www.nbnco.com.au/support/network-status

    • art-fanatic on 04/04/2022 - 11:51
      +1

      As I mentioned I had a look at other providers and I also looked at the NBNs status page and there was no outages at my address. It looks like it is an isolated SpinTel issue.

      • horseshoe on 04/04/2022 - 18:04

        I've been with Spintel for almost a year now and have similar problems. Moved to them originally to get a better speed (50/20) at a very cheap price.

        We do not get disruptions often, but because two of us are working from home full time, ANY disruption is immediately noticeable. To be fair it's difficult to say whether the NBN service has become worse compared to our previous ISP, as before there was a lot less load (pre-pandemic, not working from home).

        As for why it is SpinTel only, from what I understand retail ISPs purchase bandwidth (CVC) from NBN, and this is purchased on a location by location (Point of Interconnect) basis. The bandwidth for a POI has to be shared among all the customers the ISP has for that area. If there's not enough CVC it would explain lower speeds, dropouts, etc.

  • PLA74 on 04/04/2022 - 11:40

    I signed up with them for 5G home broadband as they use Optus network. It was quite a good deal but after almost 4 months of having poor internet reliability (3-4 modem reboots a week) I cancelled. Partly related to another fault I think as the Optus tower near me was under maintenance since day 1 when I signed up.

    Didn't find Spintel customer service to be that good either - usually had to log a TIO complaint to get some response.

    • art-fanatic on 04/04/2022 - 11:52

      That is rough. Needing to get TIO involved would be a big pain. I will give Spintel a call later today and ask why I’m not getting close to the advertised speed.

      • PLA74 on 04/04/2022 - 12:36

        Yeah, I was tempted to switch to Spintel NBN but lucky I didn't. After lodging TIO complaint they responded quite promptly.

  • GordonD on 04/04/2022 - 13:22

    I had Spintel 5G for a year. The problem was they were just selling what Optus was providing. And Optus was limiting the 5G reception in certain directions from the tower, so I was only getting 4G. My only grievance with Spintel is that they seemed to be a low-overheads business that was unwilling or unable to go to their provider and get answers and fix it. I just got whatever easy answer they hoped would fob me off by convincing me it couldn't be fixed, when I knew it could. But by Optus, not Spintel.

    For NBN I expect it'd be the same. They're just selling an NBN service. I wouldn't have a lot of confidence that they will spend the time and cost to sort out problems.

  • [Deactivated] on 04/04/2022 - 18:14

    My Spintel NBN always dropped out regurlarly.

    Belong and Aussie Broadband are much more reliable

  • netjock on 04/04/2022 - 21:45

    If you are on NBN then network is maintained by NBN and Spintel is just reseller.

    • djsweet on 04/04/2022 - 22:22

      There's a bit more to it than that. The ISP provides backhaul, which can be the cause of the issues. They also purchase CVC from NBNCo, and some cheaper ISPs don't purchase enough, which causes slowdowns particularly at peak times.

  • Mugsy on 04/04/2022 - 23:16

    My family have used Spintel on and off over the years. We haven't had issues on their 12/1 service. Mum and Dad have been on this for a few months now and no drop outs. My bro just signed up with them for NBN after being on their 4G home wireless broadband for a few years. So far so good.

    Note that my Exetel connection use to have issues reaching full 50/20 speeds. After a bit of testing from Exetel, they changed some settings on their end and we got to a sweet spot where the connection was still reliable but the speed had improved. I suspect you may have to do the same with Spintel.

  • jv on 04/04/2022 - 23:26

    I don’t know why there would be so much variation between a provider.

    There is, especially the cheaper ones.

  • Dejaar on 05/04/2022 - 09:33

    I have been with Spintel for both Net and mobile and find they a very good. I havent really experienced too many drop outs. Do u game online and that's why u want to get 50mbps. I only have 12mbps and find i can stream on two different devices simultaneously. I think the speed thing is a bit of an unnecessary rought unless u game or need speed for some other reason.

    • netjock on 05/04/2022 - 10:45

      12/1. Need 50/20 to work from home effectively. 25/5 might do. I have two people working from home and 50/20 is probably the safest option.

      Some remote jobs in the job outline specify 20mbits upload. They won't find out if you don't but I guess VOIP, VPN and VC probably.

  • KoNpHuSeD on 07/04/2022 - 16:36

    I am currently with them and the connection is FTTP and it is rock solid in Sydney. I always get 50Mbps down during peak times.

  • fozzie on 30/04/2022 - 08:58

    I’m having a terrible experience. I was on the origin free 2 months. So I called origin to cancel at the end of the trial. Then signed up with spintel (to be connected on 14/5).
    Yesterday no internet I called origin and they said I was moved to optus (I’m imagining it’s spintel). They I get a message from spintel that I’m connected but it doesn’t work. I went on WhatsApp and they said it was put on hold as I had requested it.
    I think they fxxd up and moved me sooner, but they cancelled because I had requested to be put on hold.
    Moral of the story I am without internet all weekend, spent an hour on the phone with origin and messages with spintel trying to fix this mess. Lost 2 weeks of free service. Still no internet.
    I’m chatting to them again when they open at 9. I will be complaining to the Omnibus if they don’t sort me out this morning and back to Mate (my original provider).

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