FAQs
Leaptel was founded in 2015 by IT Consultant Matthew Enger, who wanted 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 also be used to deliver internet services to people’s homes and businesses Australia-wide.
Passionate about providing 100% genuine Aussie service, Matthew was determined to set up a company that would deliver an unmatched online experience with top-notch customer support.
Unlike the larger telcos, we care about your experience both online and over the phone. We ensure our network always has spare capacity, even during peak periods, giving our customers the reassurance of superb upload and download speeds 24/7.
Our Melbourne-based Support Team know Australia’s telephone and internet technology inside out, so you can be confident you’ll receive expert care.
Yes. Our office is in Camberwell, a suburb in Melbourne’s east. Our team has detailed knowledge of Australia’s telecommunications landscape and know our products and services like the back of their hand, so they’re ideally equipped to answer your questions.
The National Broadband Network (nbn®) is an Australian Government-built network being installed across most of Australia to provide high-speed internet and telecommunications.
The nbn® has been rolled out across the country and is now upgrading older Fibre to the Node (FTTN) and Fibre to the Curb (FTTC) access technology to its ultra-fast and super reliable Fibre to the Premises (FTTP).
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, including 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 Charge. Leaptel will advise you of all fees before placing your order.
Learn more about nbn’s New Development Charges.
Internet speeds are measured in Megabits per second (Mbps). The more Megabits available on your connection, the more tasks you can perform at a time and the faster your downloads will be.
When available, we recommend the following download speeds:
- 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 speed can accommodate one ultra-high-definition (UHD) and two HD video streams, with ample spare capacity for other tasks.
- 100Mbps or 500Mbps – These options suit medium to large households seeking to run multiple applications or devices at the same time.
- 1000Mbps or 2000Mbps – 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.
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 modems/routers offer two to three Wi-Fi types. The first is the 2.4GHz range, typically available on modems with only one speed. The second is 5GHz, which is generally faster, but with a smaller range (distance from the modem/router). The third is 6GHz, which is ideal for high-resolution video streaming.
Opticomm is a private broadband company, providing internet 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.
To find out what broadband you can get at your place, simply enter your address into our address checker. Most locations only have one service type available. If you’re unsure what yours is, please get in touch with our Support Team and they’ll explain your options.
There are no lock-in contracts at Leaptel. All our home internet plans are month-to-month.
Yes, you can bring your own modem/router at Leaptel. Before you BYO modem/router, it’s important to check that it meets your network requirements. Please note that we are only able to provide basic guidance on how to set up modems not provided by Leaptel.
Providers may charge a New Development Charge (NDC) 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 NDC to connect their property to the network. Fee amounts may vary according to the provider.
Find out more about NDCs.
We accept the following payment methods:
- Direct debit via credit card and bank transfer
- BPAY
- Credit card (Visa or MasterCard)
Yes, the Leaptel Members Portal is accessible to all of our customers with an active service. When your service is activated, you will receive an email inviting you to set up your Members Portal. Simply follow the steps in the email to set up your Members Portal, then log in to manage your account.
Our Melbourne-based Support Team is here to help seven days a week (excluding national public holidays). To view our support hours, simply head to our Contact Us page.
You can cancel your Leaptel service at any time by contacting our Support Team on 1300 205 327 or via live chat.
Please note: only the account holder has authority to cancel their Leaptel service.
Carrier-grade NAT (CGNAT, also known as large-scale NAT), is a way of sharing a public internet address with multiple customers. The method is similar to what your router/modem at home has been doing for years to allow your devices at home to share one public address received on your internet connection to make the internet work. It has also been used widely in the mobile phone space to allow everyone’s mobiles to have internet access.
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 almost never changes. In the unlikely event that it does change, we’ll reach out and let you know.
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 if you require a static IP, it may not be needed for your home internet connection.
A static IP can be added by logging into your Members Portal.
Follow these 3 simple steps to add your new static IP:
1. Log in to your Members Portal.
2. Click on your service.
3. Under the service summary, turn a static IP on.
Your internet connection will reset and CGNAT will be turned off. We apply the static IP through configuration on our side, so you won’t need to change any settings within your home equipment.
Static IPv4 can be added as an extra for $10 per month. Select plans include static IPv4 at no additional cost.
Static IPv6 is free and enabled by default on new connections.
The cost of the charge varies depending on the property, but it typically ranges between $0-$550. If you have any questions about the fee, please get in touch with our Support Team.
To get connected to the Opticomm network, you will need the right equipment installed. This equipment is referred to as an Optical Network Terminal (ONT), and the fee you are required to pay covers the cost of the equipment and installation.
Once your order has been placed and you’ve paid the Opticomm Equipment Installation Charge, we’ll contact you to confirm the next steps. If an appointment is needed, we’ll let you know the date and time via email. If you need to reschedule your appointment, please get in touch with our Support Team and they will find a more suitable time.
Before your installation appointment, you must ensure that your property 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.
1. You must be present when the technician attends. If not, Opticomm will charge a fee of $99.55 and you will need to rebook the appointment.
2. If the property is not prepared and the installation requirements have not been met, you may be charged a $150 Incorrect Callout Fee (ICF) and another appointment will need to be booked once all requirements have been met.