Review Time
Sneaky! was on promo price for 6 months, have now been charged $90 instead of the promised $65 for 6 month rollover, in the interest of keeping a customer you could have offered me a better rate but just another terrible service provider with a confusing 30 day notice before cancelling and to make things worse any queries about billing or cancellations have to be done by email? seriously in 2026 you have to email support? if i could give zero stars i would please go with anyone else!
I had a very disappointing experience with the service. After switching to their NBN, my work VPN completely stopped functioning. Upon troubleshooting, it was confirmed that the service places customers behind CG-NAT by default, which disrupts standard work VPN connections. When I reached out to the support team, I was informed that I would need to pay an extra fee each month just to receive a basic public IPv4 address. I clarified that I didn't need a static IP—only a normal dynamic public IPv4 for work. I have used other NBN providers in the past, all of whom offered a public IPv4 address at no extra charge. Charging additional fees just to opt out of CG-NAT is not typical in the industry and was not clearly communicated during sign-up. Moreover, my 500 Mbps plan frequently struggles to reach the advertised speeds, often only hitting around 300 Mbps, despite proper setup and testing. The modem was provided by the service. This feels like a classic bait-and-switch, where essential functionality is hidden behind unexpected fees. I would strongly advise against using this service if you work from home or depend on VPN access.
The worst customer service I've ever experienced in my entire life.
Standard hold time on a call is 2 hours to get onto offshore reps who have absolutely no understanding of the NBN. They can send you default emails with instructions to set up your modem, in most cases any information they do provide will be inaccurate as they're clearly going off some basic training materials.
I am currently on hold for 3 hours because they gave NBN Co incorrect contact details for me and I have no idea when my rep is booked for, Arctel portal doesn't bother recording anything on your bookings and they don't even have an online chat.
Don't do it. It's not worth it.
I signed up for a promotional deal of $50 for 6 months starting in September 2025. However, they have gone back on this promise and are now charging $65 per month, failing to honor the original deal. The customer service is shockingly poor; be prepared to wait over 30 minutes for assistance if you encounter connection issues. My onboarding experience was also frustrating, as they could not establish a connection in a reasonable time despite having the correct information.
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