How long does it take for my modem to arrive?

We're aiming to have your service up and running as quickly as possible. If you have ordered a modem, it will arrive before your services are connected. We'll provide the shipping details once your connection date is confirmed.

You may visit the StarTrack website to trace the delivery, or click on the tracking link in the shipping confirmation email we sent you.

I need to change my delivery address after ordering

We may be able to update the delivery address if the modem has not yet been dispatched. To check, you can start a conversation with us online by clicking the chat icon lower right of this page.

Once in transit, you may be able to make arrangements for a redirection directly with StarTrack or have the modem held at a local post office for you to collect.

Is a signature required for the delivery?

Yes, however, if you're not around to sign for the delivery, a card will be left at your front door or in your mailbox, with details on how you can collect the item.

What should I do if my parcel is showing delivered, but I haven't received it?

Check if a card is being left in your mailbox or in front of your door, letting you know that we attempted delivery. You may also see if someone received the item and sign it on your behalf. Else, check if the delivery address is correct then you can lodge an investigation with StarTrack directly.

My modem has been returned to sender

You'll have 10 business days to collect the modem before it will be returned to the sender. When collecting your modem you'll need to take identification with you.

If delivery to the requested address was unsuccessful, and it has been 10 business days passed without collecting your modem, StarTrack will send it back to SpinTel.

In this case, you need to contact us or you can start a conversation with us online by clicking the chat icon at the lower right of this page.

Modem is Received, what's next?

Our modem is pre-configured and is just plug and play for both NBN and WBB services. If you're having an issue connecting to the new modem, see this article.

Did this answer your question?