Frequently asked questions

Get quick answers to common questions


Who 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.

Passionate about providing 100% genuine Aussie service, Matthew resolved to set up a company that would deliver a peerless online experience with unrivalled customer support.

Read more about our story.

What makes Leaptel different from other internet service providers?

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.

Learn more about the Leaptel difference.

Is Leaptel an Australian company?

Yes. Our office is in Camberwell, 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® has been rolled out across the country and is now upgrading older FTTN and FTTC access technology to it’s best FTTP.

Are there any costs to install the nbn®?

nbn® connections are normally free if there has been a previous connection at the address.

However, nbn® charges a $300 fee for connecting an additional service for some technology types (Fibre to the Node (FTTN), Fibre to the Curb (FTTC) and Hybrid Fibre Coaxial (HFC)). People in new development or recently subdivided houses may also incur a $300 nbn® New Development Fee. Leaptel will advise you of all fees before placing your order.

Learn more about nbn’s New Development Charges.

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:

  • 25Mbps – This speed suits small households who use the internet to watch one or two video streams at a time. This service can accommodate one to two 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 – These options suit medium to large sized users seeking to run multiple applications or devices at the same time. This speed will allow for two 4K streams to occur simultaneously.
  • 250Mbps – These options suit large households or high-demand users seeking to simultaneously work from home while other users run multiple streaming services on other devices.
  • 500Mbps or 1000Mbps – These options suit high-demand users seeking the maximum speed available. These speeds provide the ability to do almost anything you want on the internet without bottlenecks or constraints

We’ve got some great blog posts to help you determine what speed you might need.

Does WiFi affect the speed of my service?

Yes. As Wi-Fi broadcasts over a shared channel frequency range, you are competing against others in your area for bandwidth. The more people in your area using Wi-Fi simultaneously, the slower your connection.

Most good modem/routers offer two Wi-Fi 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.

Who is Opticomm and what do they do?

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 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) on all of our home internet plans; however, some of our hardware can be purchased on payment plans.

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.

What are New Development Fees?

Providers may charge a New Development Fee for properties built in new housing estates known as ‘greenfield sites’, or on a block subdivided into two or more properties. Customers may need to pay a New Development Fee to connect their property to the network – fee amounts may vary according to the provider.

What forms of payment do you accept?

We accept payment via:

  • Direct debit
  • BPay
  • Credit card (Visa or MasterCard)
  • Centrepay.
Do you have a members’ portal?

Yes, we have the Leaptel Member Portal accessible to all of our customers with an active service. When your service goes live, you will recieve an activation email containing your username and password. Once you’re online with Leaptel, you can log in to the Portal 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 local Melbourne time. We are closed on some national public holidays, but will communicate this with customers via email.

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 support@leaptel.com.au. 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.

What is a Static IP?

A static IP is an IP address that will be assigned solely to your connection for your use. Unlike other methods of assigning an IP such as CGNAT or Dynamic IP, your address on the internet with a Static IP never changes.

Why would I need a static IP?

Having a Static IP address can have a number of benefits to your service; some reasons that you may have for considering using a static IP are:

  • To allow access to a VPN or work system that may require an IP address to be on an approved whitelist.
  • Remotely monitor security systems or servers hosted within your home that require a static IP address to ensure connectivity.
  • Allow others to connect to a media or gaming server hosted within your home.

If you are unsure why you need a static IP, it may not be required for your home internet connection.

How do I add a static IP?

A Static IP can be ordered by logging into your members portal.

Follow these 3 simple steps to add your new static IP:

1. Go to https://members.leaptel.com.au/ and login.

2. Click on your service.

3. Under the service summary, turn a Static IP on

4. Your internet connection will reset, and CGNAT will be turned off.

We apply the static IP through configuration on our side, so you will not need to change any settings within your home equipment.

How much does it cost?

Static IPv4 – $10 per month

Static IPv4 + Static IPv6 – $10 per month

Static IPv6 alone – $10 per month

How much is the Opticomm Equipment Installation Charge?

To get connected to the Opticomm network, you will need the right equipment installed to connect to their network. This equipment is referred to an Optical Network Terminal (ONT), and the fee you are required to pay covers the cost of the equipment and installation.

What is an Opticomm Equipment Installation Charge?

The cost of the charge varies depending on the property. It ranges between $300 – $1200. If you have any questions about the fee you are being charged, please contact Opticomm to discuss this with them directly.

What should I do once I’ve placed my order with Leaptel?

Once your order has been placed and you’ve paid the Opticomm Equipment Installation Charge, you will need to contact Opticomm and book an installation appointment.

Prior to your installation appointment, you must ensure that your premises meets the Opticomm requirements to ensure the technician can complete the necessary work on the day of the appointment. For a full checklist of what is required, please refer to the Opticomm Installation Guides or contact Opticomm directly for further guidance.

What do I need to know before my Equipment Installation visit?
  1. You must be present when the technician attends. If not, Opticomm will charge a fee of $97.00 and you will be required to rebook the appointment.
  2. If the premises is not prepared and the installation requirements have not been met, you will be charged a $150 Incorrect Callout Fee (ICF) and will need to book another appointment once all requirements have been met.