What is Leaptel?

Leaptel was founded in 2015 by IT Consultant Matthew Enger, who aimed to provide Australians with fast and reliable internet and telecommunications services. Matthew realised that the network created by his company to service his business clients could be used to deliver internet services to people’s homes and businesses Australia-wide.
Sick of hearing customers’ complaints about being placed on hold by large telcos (only to receive poor service when they finally did get through!), Matthew resolved to set up a company that would deliver a peerless online experience with unrivalled customer support.

What makes Leaptel different?

Unlike the larger telcos, we care about your experience both online and over the phone. We ensure our network always has spare capacity, including peak periods, giving our customers the reassurance of superb upload and download speeds 24/7.
Our Melbourne-based support staff know Australia’s telephone and internet technology inside out. We know how our products and services work, as we use them ourselves – so you’ll be back online with minimum fuss.

Is Leaptel an Australian company?

Yes. Our office is in Ringwood, a suburb in Melbourne’s east. Our staff are locals with detailed knowledge of Australia’s telecommunications landscape, so they’re ideally equipped to answer your queries.

What is the nbn™?

The National Broadband Network (nbn™) is an Australian Government-built network being installed across most of Australia to provide high-speed internet and telecommunications to the Australian public.
The nbn™ is being rolled out in areas currently serviced mainly by ADSL, providing significant speed improvements and improved reliability.

Do I have to move to the nbn™?

If your area becomes nbn™-enabled, there is a 12- to 18-month window in which all other service types need to be disconnected and replaced with nbn™. Customers on a technology such as ADSL or Cable internet when nbn™ becomes available will need to switch to nbn™.

Are there any costs to install the nbn™?

Upgrading to the nbn™ is free if you’ve previously had a telephone line connected to the premises.
nbn™ charges a $300 fee for connecting an additional service if your technology type is Fibre to the Node (FTTN) and a new line needs to be connected. People in new or recently subdivided houses may also incur a $300 nbn™ New Development Fee. Leaptel will advise you of all fees before placing your order.

Does Leaptel offer ADSL?

Leaptel no longer offers ADSL connections to new customer. If you're an existing Leaptel ADSL customer you will continue to receive our high level of support you already receive.

How much bandwidth/speed do I need?

Internet speeds are measured in Megabits per second (Mbps). The more Megabits available on your link, the more tasks you can perform simultaneously and the faster your downloads will be.

When available, we recommend the following:
Speed/Description

  • 12Mbps – The typical speed delivered on an average ADSL connection. This speed suits customers who use the internet very sparingly and are unconcerned about upload/download speeds. It also suits customers using the service to get a phone line.
    This service can accommodate one high-definition (HD) video stream, but leaves little room for other tasks.
  • 25Mbps – This speed suits small households who use the internet to watch one or two video streams simultaneously or are on a budget.
    This service can accommodate two to three HD video streams with spare capacity for other tasks.
  • 50Mbps – Ideal for households with heavier users, this offers an ideal compromise of speed and cost.
    This service can accommodate one ultra-high-definition (UHD) and two HD video streams, with ample spare capacity for other tasks.
  • 100Mbps – This option suits high-demand users seeking the maximum speed available.

Does WiFi affect the speed of my service?

Yes. As WiFi broadcasts over a shared channel frequency range, you are competing against others in your area for bandwidth. The more people in your area using WiFi simultaneously, the slower your connection.
Most good modem/routers offer two WiFi types. The first is the 2.4Ghz range, which is the most common. (Modems with only one speed will typically be 2.4Ghz.) The second is 5Ghz, which is generally faster, but with a smaller range (distance from the modem/router). 5GHz is ideal for streaming video.

What is Opticomm?

Opticomm is a private broadband company, providing broadband services via retail service providers including Leaptel to customers in selected housing estates and high-rise buildings. More information is available at www.opticomm.com.au.
Leaptel can deliver high-speed internet services similar to nbn™ to all Opticomm-enabled houses.

What is LBNCo?

LBNCo is a private broadband company, providing broadband services via retail service providers including Leaptel to customers in selected housing estates and high-rise buildings. More information is available at www.lbnco.com.au.
LeapTel can deliver high-speed internet services similar to nbn™ to approximately half LBNCo-enabled houses. (Some housing estates are only available to LBNCo subsidiaries.)

What type of broadband can I get?

To find out what is available, place your address into our address checker. Most locations only have one service type available.
If you are unsure, our staff can look up your address and explain your options.

What contract terms do you offer?

Leaptel customers can select no contract (month-to-month) or 24-month options.

Can I bring my own modem/router?

Yes. Customers can bring their own modem as long as they can set it up themselves. We are only able to provide basic guidance on how to set up modems not provided by Leaptel.

Why are there different nbn™ types?<

nbn™ is delivered using different technologies depending on area. NBNCo examines the nature and quality of an area’s existing infrastructure to determine which technology to deploy.

What is nbn™ Fibre to the Premises (FTTP)?

nbn™ Fibre to the Premises (FTTP) refers to a fibre optic cable running from the nbn™ exchange directly to your home.

What is nbn™ Fibre to the Node (FTTN)?

nbn™ Fibre to the Node (FTTN) refers to a fibre optic cable running to a node in the street. From there, existing copper phone line is used to connect the house. Although FTTN uses similar technology to ADSL, far higher speeds can be achieved due to the shorter distance of copper line used.

What is nbn™ Fibre to the Basement (FTTB)?

nbn™ Fibre to the Basement (FTTB) refers to a fibre optic cable running to a node in the building’s basement. Existing telephone cables then deliver nbn™ to each unit in the building.

What is nbn™ Hybrid Fibre Coaxial (HFC)?

nbn™ HFC refers to the existing cable television network originally operated by Telstra and Optus, which was purchased by nbn™. nbn™ has upgraded the existing HFC network to provide higher speeds than prior to NBN’s acquisition. Currently capable of offering speeds up to 100MBps, nbn™ has outlined an upgrade process to increase speeds to 1 Gigabit per second (1000Mbps) over the coming years.

What is nbn™ Fibre to the Curb (FTTC)?

nbn™ Fibre to the Curb (FTTC) is NBN’s newest technology type, providing higher speeds and greater reliability than Fibre to the Node (FTTN). Fibre optic cable is run from the nbn™ exchange to an existing pit outside a small number of houses. From there, FTTC uses the last approximately 100m of copper phone line to deliver nbn™ into adjacent houses.

What is nbn™ Satellite?

nbn™ Satellite is used in regional areas or in locations where nbn™ is unable to reach with other technology types. Leaptel is currently unable to deliver services to customers covered by this technology type.

What is nbn™ Fixed Wireless?

nbn™ Fixed Wireless uses cell towers (similar to the 4G mobile network) to deliver nbn™. If your house is covered by this technology type, nbn™ will install a small antenna on your roof pointed at the nearest tower. A box will be installed in your house to connect your router.

Can I choose what type of nbn™ I get?

nbn™ has one technology type available to your house, which they will provide at no cost. You can choose to upgrade to nbn™ Fibre to the Premises (FTTP) in some cases by applying to nbn™ and paying a quotation fee. More information is available on nbn™'s Technology Choice Program page.

What is the nbn™ New Development Fee?

Properties built in new housing estates known as ‘greenfield sites’, or on a block subdivided into two or more properties, may need to pay a nbn™ New Development Fee of $300 to connect nbn™ to the premises. This fee is charged by NBNCo when the first nbn™ circuit is activated at a premises.
If you are unsure if this fee applies to you, please contact our support staff.

What is the Opticomm New Development Fee?

Opticomm charges a New Development Fee of $300 in certain locations where the physical equipment has already been installed, but not yet activated. This fee is charged when the first Opticomm circuit is activated at a premise.
In new developments, this fee is not applicable as the installation is arranged directly through Opticomm and billed directly by Opticomm to the resident.
If you are unsure if whether a New Development Fee applies to you, please contact our support staff.

What is the OPENetworks New Development Fee?

OPENetworks charges a New Development Fee of $300 for the first connection to it's network. This fee applies whether the OPENetworks equipment has been installed (eg. Apartment complexes where the equipment has been pre-installed) or whether the address is a newly built house requiring physical work to be completed. This fee is charged when the first OPENetworks circuit is activated at a premise.
If you are unsure if whether a New Development Fee applies to you, please contact our support staff.

What is the LBNco New Development Fee

LBNCo charges a New Development Fee of $330 for the first connection to it's network. This fee applies whether the LBNCo equipment has been installed (eg. Apartment complexes where the equipment has been pre-installed) or whether the address is a newly built house requiring physical work to be completed. This fee is charged when the first LBNCo circuit is activated at a premise.
If you are unsure if whether a New Development Fee applies to you, please contact our support staff.

What forms of payment do you accept?

We accept payment via:

  • Direct debit
  • BPay
  • Credit card (Visa or MasterCard)
  • Centrepay.

What is direct debit?

This is when your bank account or credit card is billed automatically on the due date.

Must I use direct debit with Leaptel?

No. Direct debit is optional with Leaptel.

Do you have a members’ area?

Yes. You will be sent an activation email containing your username and password. When your service is activated, log in at members.leaptel.com.au.

What are your support hours?

  • 9am – 9pm Monday to Friday
  • 9am – 7pm Saturday and Sunday, and Victorian public holidays.

All times are in Melbourne time (Eastern Standard Time). We are closed on national public holidays.

How do I cancel my service?

To cancel your Leaptel service please contact our billing team on 1300 205 327 or via the chat functionality on our website. You can also email in a cancellation request via email to [email protected] If your service is on a 24 month contract you may incur early termination charges if you cancel your service early.

While we request 30 days notice to cancel month-to-month services, you can cancel these services at any time in the month. A minimum of 3 business days notice before the month rolls over into a new term is required to ensure you don't incur an additional month of service. This period is required to ensure we can process your cancellation prior to incurring further costs for delivering your service.

VOIP services require a full 30 days to cancel as we are charged by our upstream carrier for a full 30 days after we lodge a cancellation.

What is CGNAT?

You can find information about CGNAT here.