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- Opticomm
- Verified customer
Worst Customer Service
Just contacted billing team to change my plan as current speed is not enough. I am already paying $79.95/Month which can give me speed of 100/20 but they refused to change my plan unless I pay extra.
On their website they are advertising same price. This is how they are treating their existing customer who is with the company for 24 months. They kept me waiting for more than 30 minutes just to say sorry.
You guys seriously need to think about your business model.
4 comments
Hi Chris,
May be one less customer won't make much difference now but Retaining your existing customer does make a huge difference for any business. Anyway there are other providers out there who do ...
Read morecare about their existing clients and also provide high quality product. I'll never recommend Leaptel to anyone. Now I regret that I stayed with Leaptel for such a long time.Christopher E.Leaptel
Hi Nim,
Thanks for you response....
Read more Discount pricing to attract new customers (often at cost or lower) is a common strategy not just with internet but also with other products. We care very deeply about retaining all our customers, but extending $10 off for 6 months to every customer would ensure we'd no longer be able to provide our service at all. I wish you the best of luck with your new provider. Kind Regards, ChrisRhysSydney, NSW
- 6 reviews
- 4 likes
- NBN 25 (Pronto)
- Verified customer
Was good from the start
Been with them for a few years. Often were efficient and supportive. Was good whilst on Opticomm then we moved house now on NBN. They refused to offer existing customers the same price they offer to new customers. We continue to experience frequent daily service drop-out issues which eventually led us to switching the service to Aussie Broadband. I was very clear with the service end date as I was to start with Aussie from 1 March, but they disconnected my service just after 12am 28 Feb. I already paid up to 28 Feb so they should not have disconnected my service prematurely. Lack of care or consideration for existing customers. Shame as I was happy supporting a small Aussie company.
1 comment
Christopher E.Leaptel
Hi Rhys,
I'm sorry to hear about the difficulties you had at the end of your service with us....
Read more As I am unable to identify your precise details I'm explaining things in detail, but if you want please send through your details in private message and I'll look into your specific circumstances. Cancellations: Service cancellations are processed at some point on the date nominated. Now if your billing period ends on the 28th of February then it will be cancelled at some point on this date. Generally yes, it runs early in the morning on the date to ensure there is sufficient time to resolve any issues that may occur with the cancellation which do often occur with network carriers. I'm sorry if this inconvenienced you, and would have hoped this would have been made clear to you so you could align your new service date to be the 28th rather than 1st. Pricing: Base pricing is available to all customers, old or new and contract or month-to-month. We do run promotions, such as the $10 off for 6 months promotion, that is currently running. But this is a marketing expense and often suppored with rebates from NBN (or other carriers), so is not available to existing customers. Dropouts: I hope our support team worked to assist you with any dropouts, to ensure that faults were raised to NBN for investigation, but without specifics of your service I can't investigate this further. Our team works very hard and tries their best to ensure our customers are well informed about how their service works. You're obviously disappointed with the end of your service and I empathise with your perspective and wish you the best of luck with your new service. Please feel to reach out to me if you would like me to look into the specifics of your case. Kind Regards, ChrisTim
- 3 reviews
- 7 likes
Pleasantly surprised!
After being stuck to a very frustrating contract with a provider with horrible service and speeds we were finally able to jump ship 4 months ago. Following many hours of research, we decided on Leaptel and haven't had a single regret. Since the very first day, the service has been very friendly and supportive. The representatives have always been educated and are willing to listen which contrasts my prior experience with other companies where when I explain an issue as a tech-savvy person I am often told I am wrong and to do further testing/run...
Read more more diagnostics that waste more time to reach the same conclusion I reached before contacting customer support. For the first time since my family moved into our house we have had flawless internet for 4 months in a row! The 250mbps plan actually nets us 250mbps pretty much all the time and sometimes even gets us a little more than we pay for. To make things even better, their unlimited data means unlimited. So no throttling after a certain data amount like some deceptive companies out there. TLDR: Amazing service, Consistent speeds, Highly recommended!1 comment
Christopher E.Leaptel
Hi Tim,
Thanks for taking the time to leave us a review on your experience with Leaptel. It is always great to hear about a switch to Leaptel has transformed your internet experience....
Read more If we can ever assist you please don't hesitate to reach out. Kind Regards, ChrisFind out how Leaptel Broadband compares to other Internet Service Providers
Know better, choose better.
BrockGreater Melbourne (Outer), VIC
Reliable, Great service, consistent speeds
Ive been with leaptel for 2 years and haven't had a single problem, staff is very friendly! ive dealt with lachlan multiple times and hes always had a solution to my problems and is so good at what he does. You never wait on hold for that long as well which is a bonus. the speeds are always consistent and fast. very happy with my service
1 comment
Christopher E.Leaptel
Hi Brock,
Thanks for taking the time to leave us a review. It's excellent to hear how positive your experience has been with Leaptel over the last 2 years and I will make sure Lachlan receives your warm feedback....
Read more If we can help you further please let us know. Kind Regards, ChrisnickSouth East Queensland, QLD
- 2 reviews
Really good reliable internet and fast.
They are really good, really fast, really reliable, good customer service, the whole deal. Can be a bit pricey depending on your plan but it is worth it in my opinion.
1 comment
Christopher E.Leaptel
Hi Nick,
Thanks for taking the time to leave us a review. It's great to hear about your experience. If you need anything further from us please don't hesitate to let us know....
Read more Kind Regards, ChrisCatherine Greater Melbourne (Inner), VIC
Be wary of using Leaptel
I had my internet service with Leaptel for over three years. I am moving house, and only required my last months service for two weeks, which I had called their service number to let them know. However when I received my next bill, they charged me an entire months service and not for the two week period.
After I called to question why, they stated that they only bill monthly and I would not be able to pay for what I use.
Just a warning to other uses, as they were insistent that I must pay for the entire month even though I am only using the s...
1 comment
Christopher E.Leaptel
Dear Catherine,
Thank you for taking the time to leave feedback on your Leaptel service....
Read more While I understand your disappointment with what occurred, we simply don't provide a weekly, or fortnightly service. We provide services on two different contact terms, month-to-month, or 24 month terms. This is not just a case of terms and conditions, but a simple case of the contract terms we provide. You have asked us if we provide a two week service. We do not and never have. Best Wishes, ChrisSuper support
Set up a new OptiComm connection. Rob and Katie were so helpful I didn’t even look at other providers. Fuss free and prompt service with all my questions answered in a friendly manner.
1 comment
Christopher E.Leaptel
Hi Luci,
Thanks for taking the time to leave a review on your experience with Leaptel. It's great to hear how helpful our team was, and I'll be sure to make sure Rob and Katee get a chance to read your kind words....
Read more If we can hep you further please let us know. Kind Regards, ChrisKdb643Greater Melbourne (Inner), VIC
- 5 reviews
- 4 likes
- NBN 25 (Pronto)
- Verified customer
Frogtastic Customer Service!
Asked to downgrade my plan by email to the Support team - Senthoo was very efficient, actioning my order and replying to my email within 30 mins.
My internet has worked almost flawlessly for over a year, was great while I worked and studied from home during COVID.
Wonderful, keep it up!
1 comment
Christopher E.Leaptel
Hi Kdb643,
Thanks for taking the time to leave a review for your Leaptel NBN service. Our whole team works extremely hard to ensure minimal wait time, even on emailed interactions which some RSPs can...
Read more take days to get back to you on, so it's great to hear how fast Senthoo responded and actioned your request.Tevunga LapuahoGreater Melbourne (Outer), VIC
Reliable & excellent customer service
Been through 3 internet providers and Leaptel is by faaar the best. Fast speed and rarely have a problem. I called up yesterday for technical help(first time in months) and Lachlan from support team was amazing. Patient and willing to help with whatever I asked. Thank you sooo much!! Happy customer indeed :)
1 comment
Christopher E.Leaptel
Hi Tevunga,
Thanks for taking the time to leave your feedback on your experience with Leaptel. It's great to hear that your experience with Leaptel is so far ahead of the other providers you've trie...
Read mored. Our team work really hard to deliver excellent customer service and I'll ensure your kind words are passed on to Lachlan directly.Find out how Leaptel Broadband compares to other Internet Service Providers
Know better, choose better.
SpiroGreater Melbourne (Outer), VIC
Reliable and outstanding customer service
Setting up internet at my new place was a very easy process with Leaptel and the customer service was excellent. Rob from the technical team was very understanding and provided all the information I needed to set everything up in the most ideal way and he also helped me set up my home phone connection correctly.
1 comment
Christopher E.Leaptel
Hi Spiro,
Thanks for choosing Leaptel and we appreciate you taking the time to leave a review on our services. We pride ourselves on delivering excellent customer service so its great to hear your fe...
Read moreedback on this. I will personally ensure Rob receives your kind words.BRONXOSouth East Queensland, QLD
Perfect nbn hfc connection
Leaptel does fix connection speeds im on hfc and had issues Leaptel fixed it now i can stream 4k movies on 4 devices and gaming online no buffer or lags or drop outs. Im happy im staying with leaptel
1 comment
Christopher E.Leaptel
Hi Bronxo,
I'm delighted to hear how helpful our team was in fixing your issues and how well the service is performing. Thanks so much for taking the time to leave your feedback and if we can assist you further please let us know....
Read more Kind Regards, ChrisNick SheldonSouth East Queensland, QLD
- 3 reviews
- 2 likes
Great customer service
Lachlan in support was awesome ! We never have an issue with this service provider :) Speeds are reliable and the price for the service is competitive. Thank you for a seamless connection.
1 comment
Christopher E.Leaptel
Hi Nick,
Thanks for taking the time to leave us a review and for picking Leaptel as your service provider. It is great to hear about how reliable and seamless your internet service has been with us and I'll pass on your feedback to Lachlan :)...
Read more Please let us know if we can assist you further. Kind Regards, ChrisDavid T.South East Queensland, QLD
Reliable and fast service
Moved into a new place and got the internet set up through the chat service, the customer representative was excellent. Lachlan provided all the details I needed to get the service-connected and answered all my questions.
1 comment
Christopher E.Leaptel
Hi David,
Thanks for taking the time to leave some feedback on your Leaptel experience. It's pleasing to hear how helpful our staff (and Lachlan in particular) were in providing you the information needed to get the service connected....
Read more If you need any further assistance please let us know. Kind Regards, ChrisLove Leaptel
Leaptel has been fantastic. Went from good cable to NBN & very happy. The Leaptel team even helped me get the wifi to far to reach places including the granny flat :)
1 comment
Christopher E.Leaptel
Hi Natalie,
Thanks for taking the time to leave us a review. It's great to hear how helpful the team were with assisting you with your WiFi issues....
Read more Please let us know if we can help you further. Kind Regards, ChrisBradSydney, NSW
- 5 reviews
Great customer service, reliability and speed
I never imagined I'd be leaving a review for an ISP (they're all rubbish right?) but I have been pleasantly surprised with Leaptel. I moved into an lbnco address about a month ago and was having a terrible experience with another ISP that I won't name. I moved to Leaptel on Thursday last week and all my problems disappeared. Speed is where it should be day and night (normally just under 100Mbps), dropouts vanished, and now I'm dealing with local Australian based support.
Oh and I'm paying exactly the same price I was with my old provider who had off-shore support and a terrible experience (and who blamed lbnco the entire time for the issues).
Thanks so much to Brendan and Blake who answered my questions and handled my order.
1 comment
Christopher E.Leaptel
Hi Brad,
Thanks for making the switch to Leaptel and taking the time to leave us a review. It's great to hear how happy you were with Leaptel and how moving to us fixed the issues you had with your previous provider....
Read more I'll ensure Blake and Brendan see your thanks and if you need any further assistance please let us know. Warm Regards, ChrisFind out how Leaptel Broadband compares to other Internet Service Providers
Know better, choose better.
Excellent customer services
Real speed and excellent customer service online! It took less than a day from placing the order online to confirming the payment over the phone and then installing and using it directly. Especially the installation process, anything you didn't understand could be solved through their online enquiry service, which took 10 minutes and you were ready to use straight away.
1 comment
Christopher E.Leaptel
Hi Tim,
Thanks for taking the time to leave us a review. We know how important the internet is (particularly in 2020!) so I'm delighted to hear about how quick and helpful our customer service team ...
Read morewas in getting you online so quickly with your new Leaptel service.CAO Z.
- 2 reviews
Real speed , easy start up and supported customer service.
Leaptel will be my forever opticomm ISP. It only takes me 1 day to start up. Customer service is fine. Most important is the speed are real 90Mbps. I have tested from my IPhone, tablets and pc. All 80-90Mbps with 5ms ping. Fantastic!
1 comment
Christopher E.Leaptel
Hi Cao,
Thank you for choosing Leaptel. It's great to hear about the high speeds you've been receiving and the fast and efficient start up process you had....
Read more Please let us know if we can assist you further. Kind Regards, ChrisThe reviewer stated that an incentive was offered for this review
Best Customer Service Ever
I joined Leaptel earlier this year after problems with my previous ISP. The change was a breath of fresh air! I was barely on hold on the phone before I was talking to a local employee who was able to answer all my questions and concerns quickly and provide any extra detail or information I was after. It was a super positive experience. I haven't had any problems, but I don't dread calling even if I did because I know I will have a knowledgeable person on the phone able to provide me with any information I need. Their on hold music is more groo...
Read morevy than another other provider, but I have never been on hold long enough to enjoy it! I haven't had any connection problems, joining was easy and pain free and I was connected without any hassle. 100% would recommend to friend or family. In fact, I already have!1 comment
Christopher E.Leaptel
Hi Gretel,
Thanks for taking the time to leave us a review. It's great to hear your feedback on the quality of our service and your positive experience dealing with our team. The last thing anyone wa...
Read morents when their internet is not working is to have to stay on hold for 10+ minutes (if you're lucky) and then not getting anywhere when you do speak to someone. It's for this reason that we're super proud of our local Australian based team, and the brevity of our wait times (even if it means you don't get to hear our groovy on hold music).Marty YGreater Melbourne (Metropolitan), VIC
- 2 reviews
- 1 like
High speed and quality always
I have been using Leaptel for my internet for over 6 months on LBNCo and it has been great. I have always been getting my speed when I test and it has been super reliable. I had to call up once to fix up my direct debit (forgot I could use the portal) and got straight through with no wait time to someone in Australia. Refreshing change from dealing with other internet companies where everyone is offshore and sometimes difficult to understand.
Can't recommend them highly enough.
1 comment
Christopher E.Leaptel
Hi Marty Y,
Thanks for taking the time to leave us a review and for choosing Leaptel as your internet provider. I am delighted to hear about the experience you've had on the LBNCo network and with our contact centre by phone....
Read more If we can assist you further please let us know. Kind Regards, ChrisThank you already
I moved to Leaptel after continued dissatisfaction with my former ISP. Customer Service was non existent, helpfulness a foreign word. I had already organised a new connection with Leaptel when I came home to another internet outage. Usual thing "incorrect username or password". After several attempts, using the correct information, I rang the ISP. After a 15 minute wait, I was disconnected after advising my account details. Another 20 minute wait followed before I got to have a 25 minute conversation which went precisely nowhere to restoring t...
Read morehe service and a very poor apology to terminate the call with the promise that someone should get back to me in the next few days. I rang Leaptel on the off chance that the connection was set up. It was and I have a great conversation with Katie and the connection details relayed and successfully set up. So far, I have had more positive experiences with Leaptel than I have the whole time I was with my previous provider. Thank you very much1 comment
Christopher E.Leaptel
Hi Andrew,
Thank you for taking the time to leave a review about Leaptel. ...
Read more It is great to hear how we were able to be so helpful after your difficulties with your previous provider. Having an internet connection you can rely on shouldn't be so hard, and when something does go wrong the people you talk to should be helpful and supportive, not an obstacle. We strive to meet these expectations at all times, and I do hope that we can continue to deliver on your positive experience with Leaptel. Thank you for making the switch to Leaptel and if we can assist you further please do let us know. Kind Regards, ChrisQuestions & Answers
Tomasked
Hi I am with Leaptel. I have not got my Netcom NF18ACV Router as yet but my service is up and running 25/5.
I would like to know when I received the Leaptel router if it is as they say simply pug and play. The kids really need the WIFI
1 answer
Christopher E.Leaptel
Hi Tom,
Best to get in touch with us directly on 1300 205 327 or via livechat at www.leaptel.com.au so that we can look up your order and check about the status of that router delivery.
We aim for the router to arrive on or before the connection goes active, but there might be a delay on the delivery of the router by the courier company. This will need to be looked into when you contact us.
Warm Regards,
Chris
Details
Leaptel ADSL4.0(1) | Leaptel Broadband NBN 12 (Basic)No reviews yet | |||
---|---|---|---|---|
Category | Services and Internet Service Providers | Services and Internet Service Providers | Services and Internet Service Providers | Services and Internet Service Providers |
Standard Monthly Price | $59.95 | $69.95 | $79.95 | |
Max Download Speed | 12 Mbps | 25 Mbps | 50 Mbps | |
Max Upload Speed | 1 Mbps | 5 Mbps | 20 Mbps | |
Service Type | ADSL | Fibre and NBN | Fibre and NBN | Fibre and NBN |
Packages Available | Bundle and Standalone | Bundle and Standalone | Bundle and Standalone | |
Contract | Monthly and Set Period | Monthly and Set Period | Monthly and Set Period | |
Data Allowance | Capped/Fixed and Unlimited | Capped/Fixed and Unlimited | Capped/Fixed and Unlimited |
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Christopher E.Leaptel
Hi Nim,
I am sorry to hear about your disappointment. We try very hard to ensure all our customers can access the best pricing....
Read more The $79.95 price you are referring to our on our website is for the first 6 months, and then increases to $89.95. This is available to new customers, as per the promotion terms and conditions - https://leaptel.com.au/opticomm-promotion-tcs/. As you're an existing customer still on a contract you are not eligible for a new customer promotion. If you wished to move the normal pricing, of $89.95, then that option is available to you. We understand your dissatisfaction with being unable to offer this promotion and would love to be able to extend it to all our customers, but please understand that to be able to continue to deliver a high quality product we have to ensure our pricing is an accurate reflection of the costs of delivering the product. Kind Regards, Chris