leaptel.com.au Avis 6

I would give them the following scores:

Service Quality: 2 out of 5
Value for Price: 3 out of 5
Customer Service Responsiveness: 4 out of 5
Customer Service Helpfulness: 2 out of 5

Sign Up:
I signed up for their service a little over a year ago. The sign-up process was easy and hassle-free.

Price:
Their prices initially seemed competitive. I switched from my previous provider to Leaptel solely because they offered cheaper prices for the same internet speed. However, just two months after I signed up, they increased their prices.
A few months after the price increase, I received another email informing me that they would be downgrading my service. They explained that instead of increasing prices again, they would keep the same price but reduce the service “to respect customers.” How ironic.

Quality of Service:
Since moving to Leaptel, my internet speed has been worse, with frequent dropouts. While their team is responsive, I wouldn’t describe them as truly supportive. Every time I contacted them with an issue, they simply blamed my router without offering any meaningful assistance or follow-up, only suggesting that I buy a new router and hope it resolved the problem.

Overall, I regret switching to them, so I decided to change providers. I emailed Leaptel requesting that my service be cancelled on a specific date, which was two weeks after submitting the request. However, just a couple of hours later, my service was disconnected. I’m not yet certain whether this was their fault or not.

I've been with Leaptel for about 6 years now. Everything just works and their support staff are always quick to respond and know what they're doing. Very helpful.
Plans are clear and settings are easy to configure (CGNAT, IPv6, static or not, etc.)

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 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.

This company is terrible. If you don't pay on time, they only give you an extra week to pay. Then they punish you by suspending your service. At the same time they charge you a late fee and continue to charge you for the service. When you call them seeking help. they don't listen. They wont do anything until you pay them some money. They don't care about their customers or about helping them. They don't care that people may be struggling and might need extra time to pay the bill. All they care about is money and profit. Avoid this company at all cost and find an internet service provider who will at least respect you as a customer.

Great customer service, and very fast connection. The techs are very knowledgable and helped me fix my issue. Very happy customer

Outstanding customer service, Reliable NBN service, excellent customer portal and easy to understand billing. Very reasonable and competitively priced, would highly recommend to anyone looking to move to an Australian based ISP with local support.