Frequently Asked Questions

Residential Aparments

Have questions about your Spirit Ultra-Fast Internet connection? We have the answers.

Student Accomodation

Get the answers to all your questions about Spirit Internet in your Student Accommodation.


Find the answers to your questions below. Click on a heading to learn more about that topic.

Can I get UFi in my building? Go to to check if your building is in the list of UFi equipped buildings. If yes, click on your building and apply online. Can I use my own phone? Yes, if you already have a corded or cordless phone (with Telstra) you will be able to use it on Spirit UFi bundle services – Data & Voice. Spirit will provide you with an ATA (analogue to digital service adapter) and you will be able to plug your existing phone into telephone port of the ATA. You will also get a new service number with your UFi bundle offer. If you need to keep your existing number, please consult with our team prior to placing an order, as we will need to confirm your existing phone number as portable (porting charges apply – one-off $40 fee). Also see ‘Can I keep my number’ section. Do you guarantee your speeds? We provide very reliable speeds, relative to the chosen plan. However, Internet speeds will vary depending on internet traffic, line condition, hardware and software, the source of download and in-building line condition. How is UFi different to NBN? If and when the NBN reaches a high-rise, it means that you may then have multiple choice of carriers, including Spirit. Spirit UFi provides speeds up to 200/200Mbps. NBN provides 100/40Mbps maximum, making their service seem ‘half-fast’, compared to UFi. I am already on UFi, but I want to upgrade to UFi Internet & Home Phone Line bundle. You may upgrade by filling out this online form:
What are the data limits? There are no data limits with the Spirit offer – it is unlimited data. What do I get from UFi bundle service? With an additional $1.00 per month you can get a digital phone line, new phone number and analogue-to-digital adapter (ATA). We provide local, national, mobile and international calls at attractive rates. Visit for full breakdown of call packs, call rates and T&Cs. What does Symmetric mean? Symmetric means that you receive equal download and upload speeds. For instance, Spirit’s plans start from 25/25Mbps up to 200/200Mbps, compared to current NBN’s plans that start from 12/1Mbps up to 100/40Mbps. What is UFi? UFi is an acronym of Ultra-Fast Internet, the name of the Fibre Internet service that Spirit provides to high-rise residences. UFi utilises specially installed fibre equipment within the building, which provides a superior connection that is symmetric, with reliable speeds of up to 200/200Mbps. What UFi products are available for residents? 1. Spirit UFi Internet 2. Spirit UFi Internet & Home Phone Line Bundle Will UFi affect my current service with another Internet Service Provider (ISP)? UFi’s equipment will not affect the service from your current ISP in any way. To experience no Internet downtime, you may cancel your current ISP after UFi has been installed in your home.

Can I have physical connections in multiple rooms?

Yes in most cases, depending on the availability of spare data/Ethernet points in your apartment. An additional charge of $180.00 per hour will apply for additional port activations by a Spirit technician.

I am renting, is there much disruption in the installation process?

There are no disruptions or internal changes to be done in your unit. Only re-wiring is required.

What is the time-frame for Spirit services to be installed?

Usually between 5 & 10 working days from the time an order is placed and typically a technician only required 15 – 30 minutes to perform in-apartment installation.

Can I keep my existing email address?

In most cases you can keep your existing email address with your current email host. We recommend that you check with your provider for details. This only applies if your email address/ account is provided by your current Internet provider such as Bigpond. Email address such as Google and Yahoo will work independently of your Internet provider.

Can I keep my existing phone number?

Yes, You can keep your existing phone number if you wish to stay with your current telephone service provider, or if you choose one of Spirit UFi Bundles with Phone Line service, in most cases we will be able to port (move) your existing number to Spirit. If you choose one of the UFi Data&PhoneLine bundles and wish to move your exisiting Telstra home phone number, please check with us team to confirm your particular service is able to be ported (moved) by calling or using online chat before placing an order.

Will Spirit UFi work with my existing equipment?

Spirit will provide Wi-Fi modem/router to access Spirit Internet at no charge. The pre-configured router will be delivered, installed and tested in home by Spirit approved technician.

Do I have to pay by Direct Debit?

Currently, you can pay either by Direct Debit or Credit Card. Our on-line secure Direct Debit form is found at

What credit cards do you take and is there a charge for using them?

We accept VISA, Mastercard and American Express, and there is No Surcharge on Credit Card and Direct Debit payments.

My router is faulty. What do I do?

Call our support team at 1300 007 001 so your router can be assessed by a technician. Your router has a warranty up to 12 months and may be replaced should there be any critical faults.

What kind of support does Spirit provide?

We have online and phone support and service from 8am – 12am.

Where do I go if I need support?

Call 1300 007 001 or go to and chat with our support staff who are on standby or email


Yes! Just use the network ethernet cable provided to connect your computer to the wall data point in your room.
1. A Spirit login page will appear when you open an Internet browser. Make sure you have turned off your pop up blocker.
2. Click on ‘new users’.
3. Enter your details and select an Internet plan.
4. Pay by credit card.

You might need a USB to Ethernet adaptor. You can purchase one at Office Works, JB Hi-Fi and other electronics retailers.

You don’t wait at all! You’re online as soon as you sign up.

Your Internet plan is pre-paid at the start of the month and runs on a month to month contract.

We accept Visa, Mastercard and most other credit and debit cards. If you’re unsure if your card is accepted, contact our Customer Care team.

Contact your Building Manager for maintenance.

It’s Super Fast! And it’s symmetrical. This means your upload speeds are just as fast as your download speeds. Prepare for faster backups, sharing, and video chat.


You can purchase a pre-configured Wi-Fi Router from Spirit’s online shop on our website and connect it to the data socket in your room.

Your new Wi-Fi router is normally delivered within two to three business days.

You will need a Wi-Fi router to be able to connect to mobile phones, tablets, and other Wi-Fi enabled devices.

You can have as many devices as you like. Just know that the more devices connected at the same time, the slower the connection speed may be.

We don’t recommend this. If you connect a network device that has not been properly configured, your connection to the Spirit network may be blocked! You may be charged a call out fee of up to $180 to unblock your connection.

You must email for your services to be cancelled. You can cancel at any time. Any unused data for the period remaining at the time of cancellation will be forfeited.