Spirit

Just found out that Spirit has moved us to another internet provider. No communications at all.

The whole experience from day one was pretty strange with spirit. Firstly they made a big deal about needing to have me on direct debit after credit checking my business. I had no issues to be on direct debit, just thought it was strange how they positioned it.

Secoundly the internet was consitently average. We always had issues and it dropping out. I think in the year and a half I used Spirit, they sent a technician to fix issues about x5 times. Which is pretty unstable. I had staff working at home for lengthy periods of the internet being out and the length of time taken to fix it, so that was pretty frustrating. My retail NBN internet I used before with ING was superior and more stable, and cheaper.

Thirdly, when I wanted to upgrade my speed, they wanted to sign me on a new contract and commitment period which I felt was pushy. I communicated I wasn't going to be at the office for that entire period, but they were adament. I never ended up upgrading for this reason.

Fourthly, the account manager communication was slow as. Days it would take them to respond.

Lastly, the cancelling experience was some of the worst I've had. I gave notice to cancel and had to follow up multiple times. I kept on being told my account manager would get in touch (they didn't). It's super annoying to have to chase a company to cancel, especially as a busy business owner. It took them two weeks to acknowledge my cancellation. I had recieved a direct debit in that time period. Just make it easy for your customers to cancel, it's not that hard. That left a sour taste in my mouth an encouraged me to leave this review.

Very so so experience overall. Not a bad company, but not a worldclass experience by any means.

STAY AWAY FROM THIS COMPANY. WOEFUL WOEFUL WOEFUL.

We used them to support our real estate business and had nothing but issues. Poor customer service, poor communication and extremely poor at resolving issues.

We we're informed their business model had changed to support bigger clients (clients who have deeper pockets), however if they can't support their smaller clients GOD HELP their bigger clients.

YOU HAVE BEEN WARNED

Don’t go anywhere near this company they are hopeless
Waiting more than six months for a simple upgrade, slowing our business down very day!

Spirit Wired has re written the customer service code, all other Major Telcos could learn a massive lesson on how to look after clients their customer care is second to none I have been with them for several years now I have had four service outages over that period on each occasion they would not go away until problems were solved the coverage is great the price is very fair the speed of WiFi is terrific over multiple apparatus including three TV, a big shout to Juliet for her amazing job Tuesday evening she refused to give up and finally sorted my issues thx again to all Daryl

[update 2022: Spirit have addressed all the below issues and I’ve had consistently good internet since. I have now been a customer for 10 years! Upgrading rating from 2 stars to 4 stars]

They offer 200Mbs internet in my building I signed up for 100Mbs never got speeds over 75Mbs. They told me it was due to network capacity but I can get 100Mbs over Telstra 4g at my place. So I only pay for 50Mbs now.

The support service is terrible. I couldn't connect when I first signed up. Took them 2 weeks to acknowledge that the network wiring was an issue and not my router.

They also send threatening messages about disconnecting me as the billing due date approaches. Even though I'm on direct debit.

Generally not a fun company to be a customer of.

I live in a large block of apartments, where spirit ran a line of fibre to a node in the building. The speeds are pretty consistent: 48/48, but there were intermittent connection issues. Unsure whether that was on Spirit's end or the apartment infrastructure. Overall, it was a pretty good experience. But they do have some shady website tricks, making it very difficult to contact them. There is also no mention of "how to cancel". The "contact us" button is actually completely invisible, and is hidden in plain site (they made the text the same colour as the background and you can only see it once you "accidentally" hover over it). Pretty disappointing decision on the web project leader end - but egh, classic.

I was dubious about using a provider different than the big two, but I’ve been pleasantly surprised by Spirit. The whole process was quick & easy, the technician who came was very friendly and competent and my Internet speed is great so far even during busy times in my building. The price is also competitive with other providers. Would highly recommend.

I have now asked multiple times for you to stop sending me unsolicited emails, without success. You just keep ignoring my unsubscribe request. Are you a real company or a scam?

Fast and easy installation. Friendly and knowledgeable installer. Quality of the connection is fabulous

Connection speed is great, service is top-notch. It's sad that we have to use other service because of moving.

I had a very good experience with Spirit internet technical support. I was lucky enough (by chance) to speak to the same operator twice - Juliet. She was thorough and helped me solve my issues. The second time I called for help in connecting the new router Juliet answered again & not only did I not have to re-explain the problem, she remembered me and brought up my details immediately. It’s tough in COVID times with everyone working from home, internet support is essential.
Thanks Juliet!

Have been with Spirit for 5 years in an apartment and have received great service, 100/100 connection had low latency and matched advertised speeds. If Spirit was available at my new residence I would definitely sign up again.

We are flying! The Spirit team have been incredibly responsive and professional in helping get our new business internet and VOIP solution up and running. Speedy internet and incredibly helpful throughout the whole process!

I contacted Spirit via live chat and I wanted to highlight the great efforts from Elle to solve my problem. Elle was very professional in her responses and went the extra mile to help me with my problem and found a way to make my internet service even better. Thanks very much!

Poor quality internet and customer service team is unbelievably rude and hopeless. I have had the router disconnect many a time and they always say “there are no issues that we can see from our end” which is pretty much it.

So far its been smooth sailing! The tech came and did the install only a couple days after signing up and having a 100mb symmetrical internet plan is hard to imagine to live without already. If you can get it I would definitely recommend them!

Amazing internet service and an even more amazing customer service! Spirit fixes issues immediately and their efficiency is most definitely commendable. Would definitely recommend!

Always so nice and very helpful. Nothing I ask is too much trouble for the boys who answer my call. Would not change providers and fast connection. Good speed.

Cancelled my service with Spirit (Ignite Broadband) two months ago and received an email confirmation from one of the members stating my service is cancelled and there are no outstanding payment, so everything was good.

Since then they have been sending through emails chasing me for outstanding payment pretending I am still using their service, and eventually they sent through a warning email stating they will refer me to a third-party collection agency for the outstanding payment, which in reality Spirit was the one with internal communication issue and made the mistake. Yet, they still claim that I am disputing the balance of my account.

Two things I am extremely dissatisfied throughout my years with this internet provider:
1) There were not able to provide me the agreed internet speed. They might be able to fix it for an instant but the issues come back, constantly.
2) There were mutiple occasions where they state I have outstanding payment, whereas it is their internal communication issue. I setted up direct debit following the instruction on their website, so it is really hard to understand how I could have outstanding payment while there were still sufficient money in my bank account to make the payment.

I wasn't going to put down any negative comments but sorry Spirit the attitude of your staff claiming that I am disputing the balance of my account is extremely poor and forced me to share my experience.