SpinTel’s My Account portal provides a range of diagnostic tools that allow customers to check their internet connection and perform self-service tests. These features help identify and resolve connectivity issues without the need to contact support. The available diagnostics may vary depending on your service type.
1. Log in to your My Account using your SpinTel credentials.
2. Locate your active NBN service on the dashboard and click Manage Service.
3. Scroll down to find Diagnostics, then select the specific test you’d like to perform.
Description:
Checks if your modem or router is currently connected to SpinTel.
When to use:
Use this tool to help diagnose connection problems.
What to expect:
Getting more help:
If you’re still unable to connect, please contact SpinTel support for assistance.
Description:
Ends your current internet session immediately.
When to use:
When switching to a new modem or router, forcing a disconnect can help the new device connect faster. Run this test as soon as you unplug your old modem.
What to expect:
Your current internet connection will end immediately, and your new modem or router may take a few minutes to reconnect.
Description:
Sends data between your connection and the NBN to verify two-way data flow.
When to use:
If you’re unable to connect to the internet or experiencing intermittent issues.
What to expect:
If the test fails, power off your NBN box for 1 minute, then turn it back on. If it continues to fail, contact SpinTel to report a fault.
Description:
Performs a reset of the UNI-D port on your NTD.
When to use:
If you experience slow speeds or connection authentication issues.
What to expect:
Wait up to 10 minutes for your service to reconnect after running this test.
Description:
Forces your NCD to reset.
When to use:
Run this test if the NTD/NCD Status Test reports a problem and you’ve already rebooted your equipment.
Description:
Checks whether the NBN equipment (DPU) outside your property is online.
When to use:
Use this test if you’re unable to connect to the internet to determine if the issue is outside your premises.
Description:
Displays the operational status of your NTD and its connection to the nbn®.
When to use:
Helpful for troubleshooting and confirming if your NTD can currently connect to the nbn®.
What to expect:
You’ll see details about the NTD’s operational state — in most cases, you’re checking whether the Operational State is UP.
Tip:
These diagnostics can save time by identifying issues before contacting support. If unresolved issues remain after running these tests, please get in touch with SpinTel’s support team or call us at 1300 303 375 for further assistance.
Article ID: 1047
Created: October 9, 2025
Last Updated: October 9, 2025
Author: Annive Federicos [annive.federicos@spintel.net.au]
Online URL: https://articles.spintel.net.au/article/diagnostics-available-in-my-account.html