Leaptel Broadband

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

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

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.

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.

Leaptel were so helpful when I was struggling to get help from my then provider Dodo - Dodo was dropping out constantly, and their speeds were terrible, even with upgrading my plan to a much higher speed (both up and download speeds); Leaptel customer service listened to the problems, offered a plan to suit my needs (cheaper than Dodo for… Read more ·  1

equivalent plan even without the new customer promotion) and swapped my service within 30mins! I ordered a new modem from Leaptel, however I was put through to technical support immediately, to help me change the settings on my old modem to suit Leaptel’s network settings, and the technical support officer was so patient in sorting out the settings without being familiar with my device - his knowledge about modem settings was very clear, because he knew exactly what settings to enter when I read out what setting options were available on my old modem, which got me back to work immediately instead of having to wait for the new modem to arrive by post the next day. That meant a lot, as I was so stressed out with weeks on the phone to Dodo - the swap to Leaptel was so easy, quick, and supportive. I’ve had consistently fast speeds, with very little down time (and any outages have been communicated beforehand, as well as notification that outages have been fixed and speeds tested as back to operational standards). I made a mistake regarding direct debits (I got the date wrong for when the debit would occur) so I mistakenly didn’t have enough funds in my account when the first bill debit occurred for my bill, however Leaptel immediately notified me via SMS, which meant I was aware of the problem straight away. When I called customer service, they immediately delayed the debit for a couple of days to allow me time to transfer funds, and they also gave me the direct debit scheduling for all future payments (it was my first bill, and I’d made a mistake on the debit date). I was treated with respect and helped very well. As a person living with memory loss and frailty, Leaptel have been very patient, supportive and understanding.

I am with this company for 2-3 months. During these months every second day they advised that NBN is doing Planned maintenance? There is no mention of any NBN maintenance on NBN Site. For me they STOPPED my service twice in a month but their Call centre staff has no Idea what was going on? All they interested in getting money as without fail they… Read more

send you the bill very shamelessly although their service does not work half of the month. Speed of NBN is very very poor.

Everyone in this company is a supervisor? They have no clue as to how NBN works but yes they are supervisors. Claiming any compensation from them is like milking a cow? They have no money whatsoever to provide any relief to the Customer who had no internet for full day, twice a month.

The best part is that they themselves don't know when their internet is down, If customer call them and ask for any problem with internet connection, they have only one answer "internet is down due to power outage" They treat their customers very poorly as they have no idea what to do in case of internet outage.

DO NOT go near this company as they gave very poor service and Still want full payment at the end of the month.

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

Their reputation as a top notch ISP is well earned. Initially got a 100/20 plan at $75 for 12 months, which was upgraded to 500/50 free-of-charge, 9 months in. True speeds. Never experienced dropouts over one year period. Excellent non-overseas, real-human customer service. Regular updates about planned maintenance, which never seemed to result in… Read more ·  1

an outage. Marginally more expensive than the cheaper options, but well worth it. I only cancelled due to moving into a share house. Definitely put Leaptel at the top of your consideration list!

Absolutely phenomenal communication from Leaptel when I had no internet over the christmas period. The network terminal box in my garage died the night before christmas eve (atrocious timing). I called Leaptel around 9am AWST, surprisingly spoke to someone within 5 minutes, very refreshing to not be on hold for an hour like my last ISP. Once we… Read more ·  1

established it was not a Leaptel issue, they set up a report ticket with Opticomm that very day, after I emailed some photos. They rang again unexpectantly on christmas eve to confirm the date that Opticomm would call out! Internet is back up and running a few days later, and I am very satisfied. A company that actually gives a hoot, who would expect that these days? Great stuff from Leaptel.

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

Terrible customer service. If you treat your customers like this, soon you will loose all of your customers to other providers. Absolutely no respect at all. I will be disconnecting my service end of current billing period. Please give proper training to all customer service team members.

I have been with Leaptel a considerable number of years and have found the product and service to be excellent. Any difficulties have been dealt with promptly and my dealings with personal have been friendly and productive. I have always been happy with speed and reliability; interruptions are usually caused by NBN and I usually get plenty of notification. I’m very satisfied with Leaptel and recommend it often. Show details ·  1

Leaptel opticomm 500/50, excellent speed. Price is good for the customer service they have. I had issue with opticomm connection resulted by damage of connection pit during neighbour building construction. Leaptel provided excellent customer service and support. Handle the call professionally although it was opticomm issue. But I have to go… Read more ·  1

through ISP. Also they provided $50 credit for inconvenience.

I highly recommend the leaptel. Their speed and customer service are exceptional.

Ported over to leaptel after my previous ISP could not resolve speed issues of <100 on a 500/50 plan. Previous isp could not resolve over a two month period and I probably spent about 20 hours on the phone of hold with them over two months in an attempt to fix. Called leaptel as soon as I ported and the issue was still present. Refreshing to get… Read more ·  1

connected with an Australian support centre who diagnosed the issues and were about to justify to nbn they needed to attend. Had the same technical support person call me back over the week until nbn resolved.

They are not the absolute cheapest but a competitive price with exceptional service.

Now getting speeds around 550/40 even during peak evening periods

Speed, service and customer support are all s-tier. Was with Optus for over 10 years yet was treated like a object rather than a person. Price wise also even through Optus loyalty program they couldn't match what leaptel offers. Show details ·  1

Very good NBN for 12months. But need to move away because my speacial 12 month plan is up, will definetly check back with them when my new NBN speacial price is expire. (note: the Super Sonic plan is at 1000/100 now). Show details ·  1

While the wait time to speak with tech support was too long, the help was brilliant and got me connected with a third party router which was playing silly buggers. Stayed on call until everything was sorted and working, nothing too much trouble. Highly recommended! Show details ·  1

Great customer service, never had any problems. The online portal was easy to follow and it was easy to make amendments to my plan. No hidden cancellation fees as well, had to cancel due to moving and I was able to do so in advance with no retention bite back. Would absolutely recommend and come back if I have the option to in the future. Show details ·  1

Never had an issue with the FTTP installation, the speeds have never dropped for me and enquiring about the new NBN speeds and when it will happen, had a great and quick chat with one of the Live Chat team. Really recommend Leaptel for their service and customer service. Show details ·  1