If at any time during the term of your 5G Internet plan you’re not satisfied that you are getting download speeds of at least 50Mbps, or you cannot receive a 5G signal, simply report the issue that you are having to us and we will investigate the issue and check if it’s within the terms of our 50Mbps Satisfaction Guarantee (Guarantee). If it is, we will confirm your eligibility to cancel your contract without cancellation fees under this Guarantee. You must return the supplied 5G device to us in good working order within 30 days of cancellation.

This Guarantee does not affect your rights under any law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value.

If a failure with the service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the service.

How fast is 5G? Average Peak 5G Internet Download Speed is calculated over the previous 3- month period and is the average speed experienced by a representative group of customers between 7pm and 11pm (the busy time for consumer Internet traffic). Past performance is not an indication of expected future speed.

The actual speed you will experience depends on a number of factors including congestion, placement of the 5G modem in your business, distance from the 5G tower, local conditions, hardware, software, the data source or destination and general internet traffic.

If at any time during the term of your plan, you’re not satisfied that you are getting download speeds of at least 50Mbps, simply report the issue to us and we will investigate and check if it’s within the terms of our 50Mbps Satisfaction Guarantee (Guarantee). If it is, we will confirm your eligibility to cancel your contract without cancellation fees under this Guarantee.

Simply unpack the modem (remember to remove the protective plastic film), connect to power and switch on. The 5G modem will search for a 4G/5G signal and if the LED light illuminates green you are connected to the Optus 4G or 5G network. You may need to try different locations in your business to get a good 5G signal. Explore the 5G Business Help and Support page for additional support and troubleshooting materials.

Once you’re connected, your modem with automatically update to the latest firmware. This may take up to 24 hours so don’t worry if your modem resets or speeds are slow in the first 24 hours. After 24 hours the centre LED and/or the 5G LED will be green and you’re ready to connect your devices to the WiFi. If the centre LED light is red this means there’s no connection (4G or 5G). Try our troubleshooting tips here or get in touch with us and we'll troubleshoot with you further.

The 5G Internet service does not support fixed line telephone, back-to-base alarm, back-to-base medical systems or Static IP address.

You will need to contact SpinTel to ensure that your new service address is eligible for 5G Internet. If eligible, you may be able to continue using your 5G Internet at your new service address.

If you are moving to an area where 5G Wireless Broadband is not currently available, SpinTel will endeavour to provide available services within the new area and will cease providing the existing 5G Internet.

If you choose not to proceed with any home internet service with SpinTel, then you may need to pay a cancellation fee and will need to return any SpinTel supplied 5G devices in good working order, otherwise a non-return fee may also apply.

When you need to return your 5G modem we we’ll send you a collection kit with instructions on how to return the device and all accessories that came in the box (including power supply). You can then return the modem to any Australia Post office.