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Frequently Asked Questions (FAQ)

What is pro-rata?

The first time you are billed for a service we may apply a pro-rata charge to align you to our billing period.

The pro-rata charge will apply from your connection date to our billing period, and depending on your plan we may also charge for for your first month in advance.

Your next bill will simply be the monthly plan charge.

An example of how this may appear on your bill if you connected on the 10th of April.

Recurring Charges

 

 

 

$30.00 Mobile Plan

10/04/2018 – 30/04/2018

$20.00

(pro-rata service charge)

 

Total

$20.00

 

The above example shows a new service connection date of 10/04/2018. This billing item covers the part month from 10/04/2018 to 30/04/2018. Pro-rata is calculated as 20 (valid days) / 30 (days in month) x $30 (monthly service charge) = $20.00 (pro-rata service charge).

What payment processing fees are charged?

The table below lists different payment methods and their surcharge, fees are added to your next bill.

Payment Method

Processing Fee

MasterCard, Visa, Visa Debit

1.0% of payment amount, plus GST

Amex, Diners Club

3.8% of payment amount, plus GST

Direct Debit

No surcharge

Updating Payment Details

To change or update your payment details access my.spintel.net.au and click ‘Update Payment Details’.

Payment Extensions

Before your bill is due, access my.spintel.net.au and click ‘Pay a Bill’, then click ‘Payment Extension’.

Billing Enquiry

If you have other billing related questions, access my.spintel.net.au and click ‘Pay a Bill’, then click ‘Billing Enquiry’. You may also visit spintel.net.au/support or call on 1300 303 375, 8:00am - 8:00pm (AEDT) Monday to Friday, 9:00am - 5:00pm (AEDT) Saturday and Sunday.

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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