Launtel Residential

I recently had an internet outage and received absolutely outstanding customer service from Sophie R. I contacted support late at night, and Sophie was calm, friendly and incredibly helpful. She provided clear, easy-to-follow instructions and patiently worked through the issue with me. When the initial troubleshooting didn’t resolve the problem,… Read more ·  1

she promptly raised a ticket with NBN and kept me informed about what was happening and what to expect next.

What really impressed me, though, was the follow-up. When Sophie returned to work the following day, she made a point of checking on the progress of my issue and continued to keep me updated. At no stage did I feel as though I had simply become another ticket in a queue.

Sophie’s communication, follow-through and genuine commitment to helping were exceptional from start to finish.

I’ve already told Sophie directly that she’s a customer service superstar who deserves a pay rise — and I hope her managers see this review and agree!

Thank you, Sophie, for going above and beyond. Service like this really does make a difference.

Jacob S was patient and kind. We both troubleshot errors together, and it ended up being a fibre issue on NBN's End. Jacob and the team provided me with updates based on the incident ticket with NBN. They also have a lot of networking tools and services on their website as part of the portal that bigger telcos don't offer to customers. Launtel… Read more ·  1

is a fantastic service and has great customer service. You get what you pay for, and I would rate them highly.

Launtel leaves the rest far behind – We recently changed from Aussie BB to Launtel and we couldn't be happier. Our entire network is now running to its max capacity without any glitches or dropouts and is consistently performing as expected and beyond. Our live surveillance feeds are a… Read more ·  1

good indicator since switching to Launtel as there are no dropped frames when viewing live unlike our previous ISP. Also streaming is flawless and downloads are faster and not stagnating like they use too. Our weak link is an older Wifi 5 mesh system which is now showing its limitations even though it is running at its peak. We haven't tried hard wiring because the Wifi is performing so well with Launtel. Also the set up and seamless auto configuration when we first connected was super quick and responsive. I cant say enough good things about Launtel, they have just been awesome overall and their Customer Service and follow ups have been second to none. Launtels pricing is also excelled when compared to others similar offerings and their portal is easy to navigate and understand let alone responsive. I don't miss ABB at all nor the constant network maintenance msgs and other inconveniences and inconsistencies. I wish I had known sooner about Launtel, they are definitely a breath of fresh air when it comes to ISP's. Very Highly Recommended. Thanks Launtel!

Got in touch with launtel due to problems with previous company. Everything Launtel did ,was done and more. All change done very quickly,no drop out. Show details ·  1

There is no doubt that Launtel is an ISP that truly delivers on the “Service” in Internet Provider Service. I did extensive research to find a provider that didn’t rely on the questionable tactics practiced by many ISPs. I’m happy to say that not… Read more ·  2

only does Launtel provide the reliable service every customer should expect—which was all I was looking for—but they go above and beyond when it comes to customer service. Launtel’s customer support stands out in several key areas. First, they offer multiple ways to get in touch, ensuring accessibility across the board. Their response times are impressive, their professional courtesy is unmatched, and their ability to problem-solve and provide clear, helpful information is second to none. This is all on top of consistently fast and reliable internet speeds delivered with simplicity. Another aspect that impresses me is their customer portal. It offers a well-designed interface with a wealth of information on current connections and useful customization options for those inclined to tweak their experience. I highly recommend including Launtel in your search for an ISP. Save yourself the frustration of hunting for honest information and simply reach out to Launtel to see if their services suit your needs—I’m certain they will. P.S. Whenever I read glowing reviews like this, I often wonder if they were written by someone with a vested interest in the business. To be clear, I’m just a satisfied customer who believes that personal recommendations are one of the best ways to promote fair trade.

We have been with Launtel ever since we finished building our home in 2020 and they have always been amazing at sorting out connections, providing advice as to best products, and resolving any concerns. Recently, the physical NBN connection to our house needed to be relocated due to renovations, with a number of complications (nothing to do with… Read more ·  1

Launtel) along the way to having it reconnected.

During this process, we have very much appreciated the support of Alex from the Launtel team, who's quick responsiveness and regular check-ins throughout this process, gave us confidence that there was eventually going to be a solution. Further, we were impressed at the speed in which Alex was able to follow up on our issues directly with NBN, in a highly efficient manner, arranging NBN appointments within just a few days.

Of course, the above doesn't even take into account the fact that Launtel also offer the best available internet speeds, which was the reason we approached them in the first place.

Highly recommended

Excellent customer support and very reliable service. Unlike some larger ISPs where first-line support often just follows a script and makes you repeat meaningless troubleshooting steps, Launtel felt more like being helped by a knowledgeable neighbour who actually understands the issue and tries to solve it properly. The pricing is also very… Read more ·  1

competitive. When compared after other providers’ promotional discounts end, the difference is not that significant. Also, because Launtel allows you to pause the service when you are away, it can actually work out cheaper if you travel or leave home for more than a couple of days, even considering any restart fee.

As a heavy gamer, I have also been very happy with the ping, speed, and overall connection quality. So far, the service and support have been excellent.

I also want to add that before moving to Launtel, I had been struggling for nearly a week with an initial activation issue from another large ISP. While I was considering switching providers, I contacted Launtel with some questions. Sean, who helped me, was extremely proactive and helpful even though I was not yet a Launtel customer at that point. He took the time to understand the situation and gave me practical advice on how the issue could potentially be resolved.

After this experience, I honestly do not think I will need to change ISPs again while I am staying in Australia.

Having been a customer for nearly 12 months, I'm now switching to a new ISP. Support staff are excellent and respond quickly, but I've experienced significant latency to Sydney gaming servers during peak hours. I've had extensive conversations with them and provided substantial evidence of where the issue lies in the network, but it remains… Read more ·  1

unresolved — so I'll be trying alternatives.

If you're a gamer playing latency-sensitive games hosted on Sydney servers, I'd caution against this ISP. If that doesn't apply to you, they provide an excellent service.

Alex K at Launtel has provided an outstanding experience, going above and beyond to assist us in navigating an extremely challenging provisioning process for an old property not in the NBN database. The Launtel team kept us informed all the way and worked with us to provide the NBN with the most comprehensive information, which helped expedite the… Read more ·  1

connection immensely. Launtel will continue to be my preferred ISP, and will be recommended to my clients!

Huge thanks to Alex and the Launtel team who were great when getting the upgraded ntd for the hyperfast plan. Thoroughly recommend Launtel and their support is timely and they genuinely care about helping customers, even those with more complex technical setups. Show reply

Launtel were good, infact very good , until.....they got rid of the 25 mbs. Plan and have appeared greedy in their daily use charge. I have never experienced great tech support apart from launtel, yes I do understand their business model pay for what you need , but in saying that your prices have come to a head, to a point where you could call… Read more

yourself Telstra , and dont take that as a compliment. I do believe you should offer mth to casual plans, you have a great service but thses days I would not pay what your asking with a casual plan......to me .....and I have been on the internet since it became public $90 is fair for the 500 mbs plan , and of course charge a bit more for the casual plan. You have a great service, good and friendly it staff , don't cook the goose by getting greedy

New pause unpause charges. FYI. Phone experience asking for some info before making any decision. Extremely helpful and clear information given. Also apologetic re recent change. We have two houses and live 4 nights in one for work and than 3 nights at ‘holiday home’. Seemed launtel would be the answer from heaven, however they have introduced… Read more

‘unpause charges’ of just over $5. The way this works is you can pause a service, but now when you unpause it, you are charged. For us, each week we would pause one place, unpause the other and then do the same again on return ie 2 unpauses. $10/week extra….over $520/year extra. Our work is about to change so it might be once a month soon. Even if we did it once a month between the 2 properties, it would work out as an extra $120/year. This threw the spinner into the thinking cogs when doing the comparison of having 2 internet permanently serviced homes. Just very disappointed because like many, I have had a bit of a gut full on the over promising, under delivering and we don’t need 2 million Gb’s a day. Sad….seem like a great company to deal with.

I've used Launtel for years with an FTTP service however, for almost 3 years I've had dreaded 5G with another ISP due to horrible copper wiring and no FTTP in my new home. I'd had enough and needed Launtel to help me diagnose and fix my end. Turns out I needed a few things to happen. Launtel informed me of the bridge taps (extra phone lines) in my… Read more

home, so I had an electrician out to isolate them, still no good. Launtel agreed and requested an NBN technician to come and have a look. He diagnosed a problem, fixed it down the road and I suddenly had double the bandwidth I was getting. However, STILL problems persisted. Samii from Launtel had arranged that technician and did not hesitate to arrange for another one to come out. This technician found the REAL fault, and now I have the best speeds and latency I can get on FTTN in my home.

Samii endeavoured and persevered to get this job done. She understood that I am a network engineer myself and that I had some idea of what I was talking about. When I said the problem has to be off-site, she agreed, and if anything has helped me confirm I've still got some diagnostic skills myself after many years.

I didn't once feel like I was being doubted or not taken seriously, and Launtel were set on making sure I get the best I can with them, knowing there's not FTTP in my area yet.

I strongly recommend Launtel as an ISP for anyone who is nerdy, or tech savvy. These guys are a bunch of nerds also and are a pleasure to work with if you need support. If you ever need help with Launtel I hope you're lucky enough to get Samii as well :)

Edit:

After Launtel refused to investigate why I was getting random disconnections "on the hour" around 12 am-2 am for a while and wanted me to do the work for them, I changed ISPs.

All they had to do was monitor my connection and see that it was dropping out when it was, but they were not interested in doing so. Wanting me to run a ping program is fine, but the program was only providing my pings to different places; it's not going to explain why something NOT ON MY END was causing the problem. The times the disconnects occurred, during the evening, were indicative of updates or maintenance being carried out at a time when no one would notice during the evening. Some of us, however, are using the internet during the evening and need a reliable, stable connection to do so.

When Launtel tried suggesting it was my network, my this, and my that, I knew, with my 30 years of IT experience, 20 of those years as a qualified network professional, that it was time to find a new ISP.

In the end, I was correct, and the problem was not on my end.

When your ISP refuses to investigate your connection and forces you to run third-party programs to do their investigating for them, it's time to go elsewhere.

I am disappointed that Launtel has let me down, as I rated them quite highly and always recommended them in PC Groups I'm in on social media. The least they could have done was provide a solution rather than try to pass the blame to the end user because they knew I understood what was happening. They tried blaming my older modem, so I said, "Send one out, and we'll see". Not interested. I am still using that modem with my new ISP and have no issues, again, not my hardware or my network.

The bottom line is Launtel were not interested in even attempting to accommodate and help a customer, one who has probably secured them plenty of customers over the years.

I love Launtel. Whenever I’ve had an issue I’ve rung them and talked to a person in Australia and my issue has been quickly solved. They’ve been amazingly helpful even when it was a ‘me’ issue not a Launtel one. They make sure I know when there will be a potential NBN service interruption and what time it will be so I can prepare. When my power… Read more ·  2

went down last Friday they noticed and sent a email to show they were aware of my internet outage and were monitoring it. After years with another provider who had major problems and failed to deliver a good service to me and other customers it is a HUGE relief to be with such a responsive company which really values their customers. I highly recommend Launtel and I recommend them to every friend who is switching ISPs. I honestly can’t think of a single thing they could do to make their service better. It’s that good.

3 years of Launtel and I'm still thrilled with this company! Best Australian Owned and Australian Based Company Ever! In the first 6 months i accidentally dug a hole and stabbed a cable; Launtel had the nbn guys out fixing things and even laid new cable ready for the next upgrade in 12 months, this was all done within a couple of days. My internet… Read more ·  1

has gone out only a few times in 3 years and it's been my fault or the weather each time. But Launtel had me fixed and streaming my tv again within minutes. Now I have the latest nbn upgrades all organised by Launtel. Love these guys! I could even pay daily if i wanted too! and Pause it if i go on a long holiday which saves me money.

This company has been absolutely brilliant - proactive, knowledgeable, supportive. I have nothing but good to say about their service and attention to detail. The only reason we are leaving them is because our needs have changed. Show reply

I have been with these guys for nearly 4 years, it never ceases to amaze me how fantastic their customer service is and continued great products and flexibility too. I nearly recently went to a very well known satellite provider, due to the special of a mini portable device in the deal, but was so disappointed with customer service or more the… Read more ·  1

point lack there of as well as underhanded pricing model where they thought I was signed up then doubled the mini rental by 50% then they increase the Residential Max pricing after I signed and also charged me without providing the service. I subsequently cancelled and stayed with Launtel. Launtel are honest and in truth the internet speeds are far faster and more reliable than Satellite so I don't know why I even entertained the idea. Thank you Launtel for doing such an amazing job with both products and customer service. Keep up the great work.