Leaptel

I had a bit of an issue when trying to sign up as the SMS verification was not working(bit of a worry for a IT company and no notice of this on home/sign up page) I had to use chat line and they sent me a link to fill out a form. (no copy given/recordered) I received an email 1 day later to call and process payment. All good to go, received my… Read more

new modem promptly but was not correct order I wanted eero 7 pro + 1 mesh, only obtained one. Day 1. Contacted Chat line to sort issue out was a bit of a wait and agreed order was incorrect, could not pay over chat had to wait for invoice. Obtained invoice but amount was incorrect as they were trying to charge postage again. Day 2 back onto chat line, agent Bryce was instantly available, great, finally sorted, postage waived, all paid, just have to wait then connect. Even though this was a time waster, mistakes happen, the company know how to resolve in customer favour, lets hope we can have a good relationship form her on with NBN service. I have moved from Aussie (getting to greedy and poor customer retention after about 5 years), moved to Spintel for about 2 months(constant dropouts, poor service, poor website), lets hope Leap are good, my friend has been on here for years and no complaints.

A massive shout out to your online chat helper Dylan who hung on the line with me for hours like a first responder as my internet went from choppy to completely dead until we lost our line. He was a proper trooper and the outcome of our trauma bonding was that I got a new modem which solved my issues immediately. I had the confidence to do that… Read more ·  1

because Dylan tested and reset the line on your side with patience multiple times. Thanks for the great service, was one of the main reasons I went with Leaptel in the first place and you’ve come through.

Affordable, good network, great customer support – Leaptel are affordable, and their network seems as fast as any other. I moved from Superloop to Leaptel, and Leaptel is better, network just as good. I also find Leaptel support is great, support staff are willing to help and spend a lot of time… Read more ·  1

with you, which is great. I also used to be with Aussie Broadband, but Leaptel's support is just as good, and Leaptel is more affordable than Aussie Broadband. At the moment I am on a special deal where I get unlimited 1000/50 NBN for $99 a month. Can't fault Leaptel at all, they are great.

I did a lot of research to find a better internet (NBN) provider after the network in my street was upgraded ready for FTTP. I decided Leaptel looked the prime candidate after reading many reviews and comparing pricing with other providers.. After… Read more ·  1

filling out the online forms I rang and spoke to a consultant to ask a couple of questions before I finalised the request. The call was answered promptly, the consultant was able to be understood clearly and he provided accurate, friendly service. This was so refreshing after years of non existent customer service. About 5 minutes after the call I saw my modem disconnect and re-connect whilst the change of provider went through and within 20 minutes of entering the website and starting the whole process, I was connected. As the network upgrade is recent, the new connection from pit to house was no cost and I received an email the same day I joined advising the NBN would attend to do the connection in 2 weeks. Despite the positive start, I was still amazed when my new Leaptel modem arrived by courier less than 24 hours after I ordered it. I wish I had found Leaptel years ago. I was with TPG on FTTN for 6 years and was pretty unhappy with both the download available and the customer service. TPG's website is terrible, not user friendly and if you need to speak with someone, good luck with that. I paid $85 a month for FTTN NBN50 with TPG and the highest download I received was 30 mbs. My new Leaptel service is FTTP NBN 500 for $69 for 12 months then $89 a month thereafter. That's 470mbs more for an increase of $4 per month. Leaptel has a well set out website and customer portal that is simple to use. I have already started recommending this Australian made and owned company to family and friends and could not give a higher recommendatiion to anyone wanting an internet service provider that actually provides what they say they will and cares about the customer! Bravo Leaptel.

Today, I cancelled my Leaptel service after more than five years as a customer. I initially spoke with [Name Removed] via online chat, who was unwilling to look beyond policy to waive two days of service charges. When I explained that I had experienced multiple issues over the years, many of which required hours of troubleshooting calls, I felt… Read more

those concerns were dismissed rather than properly investigated.

The last major issue was in September 2025, when I was advised to purchase a new modem, which I did. At the time, the service improved to an acceptable level and remained mostly stable for a while. However, over the past two weeks, the problems returned more consistently, with frequent dropouts and slow speeds, forcing me to hotspot from my phone again just to work and stream Netflix. In many cases, my phone hotspot performed better than the Leaptel service itself, despite being on the Fast plan.

This latest interruption was the final straw, and I decided to move to Starlink rather than go through another lengthy troubleshooting process.

During the chat, [Name Removed] repeatedly referred to policy as the reason they could not waive even two days of service charges, because I had not contacted Leaptel about the current issue. This was despite my explaining the long history of ongoing problems I had experienced, and why I no longer wanted to spend more hours troubleshooting yet again. At first, I was also told I needed to pay the full bill, until I pointed out that the bill was for the upcoming month and I was cancelling immediately. It was not about the amount of money, it was the principle. My concerns were not heard, properly considered, or investigated, and the history of ongoing service issues was not believed.

[Name Removed], who later took over the chat after I was transferred, handled the situation completely differently. Within minutes, [Name Removed] reviewed my account history and agreed that waiving the two days of charges was fair. [Name Removed] was understanding, kind, professional, and reasonable throughout the online chat, and I genuinely appreciated how they handled the situation.

Overall, my experience with Leaptel over the years has been inconsistent. While there were periods when the service was acceptable (average, nothing to get excited about), there were also many times when speeds were slow, connections dropped out, or the service failed altogether. Unfortunately, after years of recurring issues, this most recent experience was enough for me to move on.

Having trouble with another ISP, so decided to transfer to Leaptel. Everytime I called in, only took less than a minute to talk to a real person. Not to mention a warm and patient voice one after another (Alice, Jenifer), the best part was genuinely helpful throughout the whole process. There's no harm without comparision! When I had trouble to… Read more ·  1

connect to Internet, my previous NBN support advised to buy a new modem without digging. But when I had a chance to work with a Leaptel specialist (Simon), there's no hassle to be with their service.

I really appreciated their friendly attitude and willingness to go the extra mile to make sure my connection was working properly. It’s reassuring to know there’s a reliable support team available when needed. My boy was extremely excited to get back online with his friends again, especially on a Friday night!

Thanks Leaptel, you've just made another happy customer, another happy family!

PS: My boy begged me to stay with Leaptel as long as possile.

I chose this ISP over others based on their advertised speeds and promises, a decision I now regret. From day one, my upload speeds have been less than half of what I’m paying for on a 25/10 FTTP plan. I’ve run multiple tests over Ethernet, not Wi-Fi, using a reliable router. Despite that, I’ve consistently seen only around 5 Mbps upload. My… Read more ·  1

previous connection using the exact same setup gave me 8 Mbps up, so I know it’s not the hardware.

What’s been worse than the poor speeds is the customer service. Instead of taking ownership or escalating the issue, I’ve been repeatedly asked to retest things I’ve already confirmed. I feel gaslighted and dismissed, as if they’re trying to deflect rather than resolve. Even after confirming there are no bandwidth limits set on my end, they continue pointing the finger elsewhere.

This experience has been frustrating and disappointing. I do not recommend this provider, and I regret switching from a more reliable service.

Update: After escalating the issue, the provider resolved the problem and restored the expected speeds. They also offered a goodwill credit and followed up with clear communication. I’ve updated this review to reflect the final, positive outcome. If support had been this responsive from the start, it would’ve been a 5-star experience.

More of a customer service review, agent Hue was very helpful and helped fix one of my apps that had a slow streaming. Response was super efficient and fix the problem. Thank You Again. Show reply

Just finished setup (eero7). Make sure you have your current network name and password (I only had my p/w so had to reconnect to the old service to get the name). Took about 20 minutes all up. Pretty much went without a hitch (didn’t connect the first time but I told it to try again and it worked fine). Customer service has been top notch. On a 100Mbps plan and first speed test showed 130Mbps. Very happy. Definitely recommend. Show details ·  1

Such a great service. Internet is always stable. The support is amazing. They spent multiple days helping me to turn on IPv6 on my end and configure all the hardware I have. Show reply

Having lost NBN signal from Tower since weeks seams like n only noticed once no pages open up on mobile devices around the house notice 2 of the 3 lights on NBN down - all my data on phones is now used up while I am in the house paying expensive NBN, they finally arranged a NBN technician to come out next week and now cancelled it last night… Read more

WITHOUT ASKING if the service has improved, well it has a little but its not yet up to Standard. Now one the id*ot on the phone tried blame my wifi, while NBN already submitted there was a fault. Two the signal is not back up to 3 lights and yet and I was requesting to get it sorted only get the call terminated by rude staff. That they rude on the phone is nothing new! Stay clear off their bad service. This is not sorted today, but this time I ll be switching, thats clear!

Products was great . Just the mentality of the people running the show . Cancelled account while still In billing period .. that’s how telcos do it they say .. omg everyone there probly AI cause sure don’t make sence and they don’t understand . Oh well musk does it betttt Show details

Very bad customer service. Just because all of your customer service staff is based in Australia it doesn’t give you the right to bully your customers. Had a very bad experience and highly recommending others to stay away from this company who bully its customers. Show details

I switched to Leaptel less than a week ago, after research showed their pricing and customer support stood out as the two main advantages. Just two days in, my internet went down due to an NBN service interruption in the area. Summer from Leaptel's customer service was incredibly patient and helpful, Summer proactively scheduled NBN support for… Read more ·  1

the next day and followed up exactly when promised to give me an update. Great pricing paired with this level of support has made for a fantastic start with Leaptel.

Pros: - Competitive Pricing - Customer Service - Reliable Internet

Cons: - Missing an App for service management - NBN updates did not reach out to Leaptel quick enough (Service downtime and reason)

Was on Optus plan with 25ms, Leaptel sits at 12ms.. straight away fixing my problem, super fast internet that beats other telcos price's & connection was within 1 hour!! Show details ·  1

We signed up for the 12 month deal, which unfortunately ended. The cancellation process was done through the livechat. It was a smooth and efficient process. Leaptel was fantastic as an ISP. Show details ·  1

Just wanted to give a shout out to Sam and the team, thanks for your assistance and understanding during choppy waters, great service, excellent product, thanks so much guys.:)) Show details ·  1

Great customer service, easy to set up. I had to change because my area the NBN fibre keep having issues (live on remote area) and it disrupted my work, but Leaptel as a provider is great. Show details ·  1

Having to replace the existing Router due to drop outs and unable to connect the excellent and patient support given by HAB has to be acknowledged and commended. His understanding of product and the service he provided far exceeded my expectations due to my lack of technical understanding. Show details ·  1

New customer. One call with contact centre and the set up and transfer of service was done. Very easy with an excellent, knowledgeable, helpful staff member. Thank you Ash! Show details ·  1

Very happy Leaptel customer for multiple properties. I work in technology and am a bit of a nerd, and it’s amazing to have quick, helpful, knowledgeable, and friendly customer support. Great value and very consistent and good peering — excellent for lowest latency gaming. Show details ·  1

Leaptel is doing the best. Even though the underlying NBN infrastructure is unreliable, Leaptel is already transparent and very responsive to customer inquiries. Show details ·  1