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What happens after I place my order?

Once your order is received, our provisioning team will verify your order details, then perform some additional checks on your order.

When can I use the order tracker?

After your order is verified, we will create your account, which means you can now log into our Order Tracker (this usually takes about 24 hours from when you place your order).

How long does it take to complete my order?

Please see the table below for estimates on order delivery times. Our delivery time frames heavily depend on the infrastructure available at your address. Please note that these are provided to be a guide only, and are based on our average delivery times.

Order Type

Average ETA

Mobile

3-4 Business days

Residential Telephone

1-5 Business days

Business Telephone

1-5 Business days

Business VoIP

1-2 Business days

Broadband Bundles

6-14 Business days

Business Bundles

6-14 Business days

NBN Bundles

9-24 Business days (much faster with existing NTD)

How does SpinTel keep me updated on my order progress?

At almost every step of the way we will keep you updated on your order, you should expect to receive emails & SMS from us when your order is submitted, and when it is completed.

What if there are issues with my order?

Occasionally we may run into issues, this can happen at any stage of the install process. If this happens, we will notify you via email, and one of our agents will call you ASAP to attempt to resolve whatever issue may have occurred.

When will I get my first bill?

We have two bill runs that dispatch invoices on either the 7th, or 21st of the month.

Some customers receive a bill before their entire order is completed.

For example, a customer has ordered a bundle, and their phone was connected before the broadband. If a bill run is scheduled after this then you will receive an invoice for the active service.

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