Technical Support

Setup FAQ

This FAQ will answer some of the more general questions you might have about your order, click a question below to fast-forward to a section.

 

What happens after I place my order?

Once your order is received our provisioning team will verify your order details, then perform some additional checks on your order.

 

When can I use the order tracker?

After your order is verified we will create your account, which means you can now log into our Order Tracker (this usually takes about 24 hours from when you place your order).

 

How long does it take to complete my order?

Please see the table below for estimates on order delivery times, we recommend viewing the 'More Information' link that relates to your order type so that you may view specific information regarding your service installation.

Our delivery time frames heavily depend on infrastructure available at your address, please note that these are provided to be a guide only, and are based on our average delivery times.

Order Type Average ETA More Information
Mobile 3-4 Business Days Mobile Setup Process
Residential Telephone 1-5 Business Days Telephone Setup Process
Business Telephone 1-5 Business Days Business Phone Setup Process
Business VoIP 1-2 Business Days VoIP Setup Process
Broadband Bundles 6-14 Business Days Broadband Bundle Setup Process
Business Bundles 6-14 Business Days Business Bundles Setup Process
NBN Bundles 9-24 Business Days (much faster with existing NTD) NBN Setup Process

 

How does SpinTel keep me updated on my order progress?

At almost every step of the way we will keep you updated on your order, you should expect to receive emails & SMS from us when you order is submitted, and when it is completed.

 

What if there are issues with my order?

Occasionally we may run into issues, this can happen at any stage of the install process. If this happens we will notify you via email, and one of our agents will call you ASAP to attempt to resolve whatever issue may have ocured.

 

When will I get my first bill?

We have two bill runs that dispatch invoices on either the 7th, or 21st of the month.

Some customers receive a bill before their entire order is completed.

For example, a customer has ordered a bundle, and their phone was connected before the broadband. If a bill run is scheduled after this then you will receive an invoice for the active service.