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NBN Orders FAQ

How can I check the status of my order?


If we are waiting on stock to fulfil your order, we will provide you with regular updates as your order progresses.We’ll send you delivery updates via text / email, plus you can track your delivery online using the options below.

1. Visit spintel.net.au

2. Click Customers then Order Tracker

3. Enter order number and email address then click Submit 

Order Status and its Meaning


Processing - This means the order was just created and needs validation from our team.


In Progress
- Order has been validated and waiting for completion.


Completed
- Service is ready to be use

How will I know my order number?


Please check your email to check the order number.

When will I receive my parcel?


Once your order has been received, you should receive it in 3-5 business days.

What if StarTrack can’t find my tracking number?


There can sometimes be a delay between us sending our shipping confirmation emails and StarTrack updating their system. Should this occur, please try again in 2-3 hours.
If the problem persists, call StarTrack Customer Service on 13 23 45 and quote your tracking number.

What should I do if my dispatched order doesn’t arrive?


To find out where your item is, go to the Startrack website and enter your tracking number - or click on the tracking link in the shipping confirmation email we sent you.
If you still can’t locate your item, call StarTrack Customer Service on 13 23 45 and quote your tracking number.

Before giving us a call, make sure that:

  • A missed delivery card hasn’t been left to you
  • We haven’t sent you an email or SMS about your order
  • That the expected time frame for your delivery type has elapsed (refer to section titled Delivery time frames)

Then call us so we can find out what's happening with your request.

Who can accept the delivery?


If your delivery is for a modem or SIM only order, identification will not be required.
If you can’t be there when your order is delivered, don’t worry, a card will be left explaining how you can collect your package.

Want to Change order?


Making changes to your order may impact delivery time frames. Please contact us for assistance.

Change your delivery address?


 As soon as your purchase is complete and your delivery address is verified, we begin processing and packing your purchase. Unfortunately, this means we’re unable to amend the delivery address once your order has been submitted.
If you can’t be there when your order is delivered, don’t worry a card will be left explaining how you can collect your package.

Cancel or Return your order?


We begin to process your order as soon as it’s submitted, so once it’s in progress it may be too late to cancel. Please contact us for assistance.

Activate your new service?


Home Phone for NBN/Broadband services are activated remotely. In most cases, all that’s required is for you to follow the instructions included with your modem / router or phone to set up and connect on your scheduled installation date.

How long will it take for my order to complete?


Completion of order depends on the infrastructure to be installed in your home address. Depending on how NBN is delivered to the property and the property is NBN ready, this will vary within 2 business days up to 20 business days.    

If there is an NBN equipment installed in the property then SpinTel should be able to activate this within 1-5 business days of the successful application. If the equipment is yet to be installed or the property is to be serviced by FTTN/B technology then the time frame for an NBN activation appointment is most likely within 10-20 business days. SpinTel will be able to give you a better idea after you order. This is purely dependent on the availability of NBN Co's technicians to complete your activation and we always request earliest available appointment (unless you request otherwise).
 

If you have any further questions about getting connected don't hesitate to call us on 1300 303 375 or start a live chat and we can check your address for you. 

 



GUIDES

This knowledgebase contains helpful guides which cover a wide range of topics.

CUSTOMER SERVICE

Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

  • 8:00am to 8:00pm weekdays
  • 9:00am to 5:00pm weekends and holidays

All times are Australian Eastern Daylight Time (AEDT)

NETWORK STATUS

Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

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