What is a Replacement modem?

A replacement modem will be used to determine if the existing modem is faulty. The modem is pre-configured and is just plug and play for NBN, WBB and ADSL service. The retail cost of the modem + postage will be added to your account and will appear on your next invoice.

The replacement modem to be sent out will be of the same brand and model as the original modem.

How long is my warranty period?

Your warranty commences from the date of purchase and lasts 24 months.

Note: Modems purchased before 01/10/2019 has only 1 year warranty.

Within Warranty What to expect?

To reverse the modem cost of the modem replacement, the defective modem (if the issue was resolved) should be returned to SpinTel using Registered post within 30 days.

Failure to return it within 30 days, the modem + postage fee will appear as a valid charge on your invoice.

Outside Warranty What to do?

We can send a replacement modem for testing purposes, even if your modem is no longer covered by warranty. If the replacement modem rectifies the issue, you may opt to keep the replacement modem, and the charges will remain valid.

How long does it take for the Replacement modem to arrive?

Expect the modem to arrive 1-2 business days from the date the order was placed. A courtesy email will be sent to keep you posted along with the tracking details.

Once available, you may visit the StarTrack website to trace the delivery.

How to return the Replacement modem?

If in any case, the replacement modem doesn't rectify the issue (within or outside warranty), the modem replacement should be returned in a resalable condition to reverse the modem charge, however postage fee will be charge on the account for sending the modem. Resalable condition means the modem should still be like brand new, unscratched and returned in full including all cables.

You need to shoulder the postage fee in returning it as agreed prior sending the modem. Otherwise, check if the package has a return bag included.


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