Pricing seems pretty good.
Have never heard of them. Not sure about quality.
FAQ
Does Arctel support Static IPs?
We can assist with offering a static IP if your plan includes an Arctel supplied modem. Once you have signed up, email us with your order number and let us know.
Mod 6/9: CGNAT Opt-Out - Pay $5/Month for a Static IP address.
@Moo Deng: Yes factory reset (from back of device) few times and did not resolve, it also seems to have a 20Mb upload capped with my Telstra router and factory reset did not resolve.
I saw Arctel has $79.99 for 1000/100 6 months at the moment when I punch in my address, seems like a very low price compared to others unless I’m missing something (but need +$5 for cgnat off re static IP), but wondering if those who’ve moved to Arctel recommend as I see a lot of sign up hiccups and now the dns problem??
I had a few problems on sign up. Slow speeds, DNS and had to reach out to support a few times. All has been sorted and is working great now. Using CloudFlare for DNS.
Signed up for a second connection which didn't have any issues and is using the standard DNS. Do need to do some more testing on it.
I would sign up again as it's substantially cheaper.
I just got connected.
Download Mbps:
193.15
Upload Mbps:
18.94
More like 200/20. My previous plan was 50/20 with SL… I need to contact them.
All sorted. Turns out I hve Bandwidth control upload limit setting in the Archer VR1600v route… not sure why it is there.. Also need to change channel width to 80MHz. Now getting
Download Mbps
523.45
Upload Mbps
43.90
Really happy with it!
When you guys tested with Speedtest, did you just use optimal server that picked up by Speedtest?
I did but if I manually switched to Sydney, my ping improved dramatically
What's everyone's current experience with Arctel?
1-4?
5-7?
8-10?
Made an order on 15/9 for activation date of 21/9. NADA. Hardly any correspondence from them until I called to checked on order today. Agent who served me failed to introduce himself…begun the call with "haha, what's your order ID". Proceeds to say he was unable to find my activation email and needed to send something to me. I received a poorly worded and formatted email. Further mentioned my 'activation' was meant to be last Sunday. Nil additional assistance or update. Not as streamlined as others have mentioned. YMMV
That is terrible correspondence and not professional at all. Barely half the effort.
Further to last, connected 23/9, no drop outs so far. 273.95Mbps D/38.41Mbps U with 38ms on laptop but 544Mbps D/31.5 U on iPhone 38ms.
Had some issues with connection but they absolutely redeemed themselves with the follow up. Service is working flawlessly now.
Placed order 3 weeks ago to start activation today.
Got a call from Arctel this afternoon asking for AVC number - which I found from my current NBN provider invoice.
Activated within 5 minutes.
542 Mbps download.
47 Mbps upload.
25 Ms ping.
In Melbourne and tested with Melbourne Telstra server by ethernet.
Speed is about halved if I test with wifi on mobile phone.
Very happy with 10/10 service.
Just want to share my experience here too:
Placed the order at the beginning of the month.
Got connected on this Tuesday morning at ~10 and only got a few minutes of downtime during the activation (no router reboot needed for me).
Just did a speed test over WiFi - getting 458Mbps down and 47Mbps up and 4ms ping (testing against AussieBroadband's Sydney server). I'm based in Sydney.
Still getting the same 3ms ping in CS2.
I haven't contacted support yet. Will find out whether it's easy/hard to cancel in 5 months
Quite happy so far, especially for this price.
Any news on the Melbourne POP?
Question when we join Arctel NBN, do they auto terminate contract with previous NBN ISP for user?
The previous ISP just sent me an invoice, seems they are not aware that I have switched damn…
I rang my previous NBN provider to terminate after my Arctel NBN was activated, but my previous NBN provider said my NBN service was terminated automatically when Arctel used my AVC number.
I immediately got an email from my old provider saying my service was cancelled, literally as soon my Arctel connection was activated.
Assuming your AVC ID is correct on the order, we will use this, which will automatically cancel your existing service.
Just spoken to my previous ISP (More NBN), they noted they did NOT receive any notification from Arctel and insist they need to charge for the last month that I did not use. What a clown ISP
My previous NBN was More NBN. When I rang them to cancel it, they said my account was automatically cancelled when my AVC number was transferred to Arctel.
Hi, if the service was transitioned via AVC ID, then they would have been disconnected - notification is automatically provided by the NBN, once the service is transferred. If the migration was done manually (without your AVC) unfortunately there is no notification to your old provider.
Thanks for your feedback, my switch over was done via (correct) AVC ID smoothly. The MORE customer services noted there could be 2 connections at same time and they did not receive notification from Arctec, unsure if it is 100% true.
I will dispute the last month payment with them Thanks
OUTAGE NOTIFICATION - VIC, WA, SA & TAS
On the 29/09/2025 we will be making changes to your service to enable routing via our Melbourne POP. There will be a 3 hour interruption to your service between 1 AM & 6 AM, AEST.
Any news on Adelaide POP?
Hi Mate, no immediate plans for SA unfortunately. Will be solely dependant on traffic profiles, will be something we have to monitor & add to the roadmap.
I have gone from 35ms ping down to 8ms now. Very happy with this upgrade. Well done 👍
Great to hear, hopefully everyone else sees a positive impact too! 👍🏽
My ping has improved from 25ms to 3ms now in Melbourne.
Moving from BuddyTelco and was told by Arctel the AVC id i provided from my invoice is incorrect. Anyone had experience such an issue ?
Hi Mate, definitely happens - has been a lot of providers with incorrect AVC ID's on their invoices. Ping me your ticket ID# & happy to escalate on our end to ensure no issues.
2ms ping in Melbourne after POP went live :) Loving Arctel so far!!
I'm not getting internet connection in Perth. Waiting for ages on the phone to get technical support. What's going on arctel??
Same here… not a good start to Arctel! Only had it for a week and 1 planned outage and 1 unplanned outage.
Working now after being on hold to tech support for about 30 mins…
Had to change some router settings, I wonder if they are making incremental improvements in the backend?
I'm churning across today but my Internet has been down for 3 hours so far. Does that suggest there might be an issue on the backend that needs me to call to help with? I do notice the service has disappeared from my previous ISP.
Update, still down now 9 hours later.
I just want to share my experience with Arctel’s service. I signed up with them when their recent offer came out and requested for my service to be connected on 22/09, as I needed to give 30 days’ notice to Superloop. I also told Superloop to keep my connection active until 26/09 so that I wouldn’t experience any downtime.
On 22/09, I received an email from Arctel confirming that my service was connected. However, when my Superloop service was disconnected on 26/09, I had no NBN at all. I called Arctel multiple times on 27/09, and after initially saying they would look into it, they eventually admitted that my service was never actually active.
I then asked them to cancel the order and issue a refund since I never received the service. They told me to email billing, which I did. In the meantime, I signed up with Exetel and was connected within 5 minutes.
Today, I received a response from Arctel support, not even their billing, stating they won’t issue a refund because of their 30-day cancellation policy. They are applying this policy to a service that was never connected in the first place.
I have given them 24 hours to fix this and issue a refund. I know it may not be worth the effort, but it’s disappointing to see a company that’s trying to establish itself in the market treat customers this way. If this is not resolved, I will be lodging a formal complaint.
Try emailing support. I found I got amazing customer service via email compared to when I called. I have actually been incredibly happy with Arctel and the actions they have taken to assist me, much better support than I have received elsewhere. Guess it depends on who you deal with.
I emailed support and billing multiple times and support were the ones who responded advising that they can't issue a refund due to the 30 days cancelation policy.
I would issue a chargeback with your card supplier as you haven't recieved the service , simple as that!
@Raghid: I cancelled with Arctel after only 4 days back in early September(my post is back on page 8 in this thread). This was due to not having a POP in Melbourne which cost me several lost hours of productivity with my work so was not a good fit for me.
Arctel have been a complete pain to deal with since & completely ignored that their poor ping times to Melbourne was an issue when they put their offer on OZBargain (even though the Rep has via my page 8 post) and are intent on charging me again on October 7th. I have also reached out to the rep personally for help with no response at all.
I will also be doing a chargeback if Arctel charges me a 2nd time.
Hi Rep, after 2 emails I finally received an acknowledgement from your team. I outlined the reasons why I churned away only to be given the heavy hand treatment about giving 30 days notice. The tone of the email I received was poor given the circumstances and even after 2 emails I was asked again to confirm that I wished to cancel my plan even though I clearly stated I had already churned away.
I only used your service for 4 business days. I gave it a shot. When I signed up I was not aware of the latency issue with your company not having a POP located in Melbourne. This cost me several hours as mentioned in my post above. ARCTEL already have my $50 for 4 days. My original order is #26075 and I would appreciate your help to ensure I receive no further charges. Thanks
@MaMan: Update. I have just now been charged a further $38.34 from Arctel. All up charges are now at $88.34 for 4 days service……..
@MaMan: I can definitely relate to your experience. Just to give you an update on my case: I lodged a dispute with the bank last night, and they have already approved the refund, which should be processed within three days. I also lodged a complaint with the TIO, as I still haven’t received confirmation of the cancellation. To avoid any future charges, I’ve removed my card details from their portal. Hopefully this helps.
@Raghid: I have had enough of them and have just done the same re TIO. Rep on this thread has gone to ground.
POP in Melbourne has been done and has significantly dropped my pings and increased speeds, as per below (I'm located in Gippsland).
Server Location Ping Download Upload
Telstra Melbourne 6 549.78 47.35
Telstra Canberra 25 538.78 47.56
Telstra Hobart 18 545.74 47.61
Telstra Adelaide 17 548.4 47.65
Telstra Sydney 18 549.74 47.61
Telstra Brisbane 32 543.81 47.7
Telstra Perth 44 453.33 47.15
Telstra Darwin 50 475.15 47.6
Telstra Hong Kong 130 231.37 43.38
I finally churned to ArcTel from Superloop today.
I lost NBN at 8am. I called the support 1300 No at 10 am. I was told my account has been activated. Despite multiple booting of NBN modem, my mesh router (Tp-Link Deco mesh wifi) and PC, I still have no Internet. I also set primary DNS to 8.8.8.8 and secondary to 8.8.4.4 (later to 1.1.1.1)
I got the email from ArcTel that my account has been activated. Suddenly at 5pm, I got the internet from NBN. I don't know why all this happened.
Speed test : download 380 and upload 45.
I have HFC.
I hope it will get better tomorrow.
I don't know why the speed suddenly drops to 98/20. It should be 500/50?
That could be your router if multi band is enabled then router automatically switch to 2.4gz
I have big trouble with ArcTel, mainly because I ask to get off CGNAT. They give me a static IP address, and there is the problem. I finally solved the problem myself, but wasting money to buy a new mesh Wifi router.
They activated my ArcTel account on 2/10/25. I lost NBN internet since 8:00am. I called them at 9am and then later at 5pm. I finally got my Internet after I called them. I enjoyed 480/48 speed that evening.
I lost my internet on 3/10/25 when I got up from bed at 7 am. I also received an email my account has been off CGNAT. I called them but had to go to work at 8:30 am, still no Internet. All the LED of the NBN modem were solid green. I rebooted the NBN modem, my Mesh wifi router (Deco XE75), my switch, and my PC many times.
I returned from work at 7pm, called the support, no much change. Initially they could not find my account, but finally the support found it. The support said from their side everything looks OK. finally at about 9 pm, the support told me to manually entered my static IP (which I didn't know until that moment) into my PC (windows 11) directly, then suddenly my PC, now connect directly to the NBN modem, got the internet. Then support said that proved NBN is available. It must be the problem with my mesh router, which is not their business, so he finished.
Unfortunately that meant only my PC has internet, my wifi and everything else has no internet. I tried to turn on the automatic IP request of my PC, then there was no internet. Apparently ArcTel system refused to send my IP address when requested. Therefore my mesh router was not working.
Next morning 4/10/25, I called the Support again, telling him my finding. He initially a MAC address should be linked to a static IP address, so it will block any request of IP address information. He said he could not help me. the MAC address in their database was EMPTY!. He would escalate to his engineer. He advised me to get another router to try. Unfortunately I did not have another router, so I went to Amazon and ordered a Deco mesh router wifi 7, that could be delivered the same day at 10 pm. I reset my XE75 router to factory setting, but the router still could not got any IP address from ArcTel. It said "unidentified network". Then at 7pm found a way to enter the static IP address into the router. Then suddenly the router worked.
So obviously the Support did not know their system did not respond to request of IP address if it is a static IP. The temporary solution is to enter the Static IP address manually into your router. I just wasted $900 to buy a new mesh wifi router. The new router did arrive at 10 pm last night. It took me another hour to set it up, because I need to reset the old router then turned it off completely otherwise the iphone DECO app kept connecting to the old router and refused setup process for the new router.
I hope the above experience and information will help other users that opt to be out of CGNAT or request a static IP address.
The lesson I learnt is not to join a new company in future.
@seniordoc Just return the $900 router to Amazon if you don't want it, then you didn't 'waste $900 on new mesh wifi router'
unfortunately I need to reset the old Deco router before the Tplink app allows me to install the new router. I lost all my port forwarding data. I have spent 24 hours to reconnect my Ring camera, my Echo, my LG TV and my 6 NAS. I finally made it works again. I don't want to do it all again, it has wasted my Long weekend.
I tried to convinced myself the new BE65 is better because it has 2.5G LAN, and wifi 7, and so keep the new router. It costs my $945 from Amazon, but it was delivered the same day at 10 pm. I need internet urgent.
But I would blame the support service that they did not know how to setup router for Off CGNAT and static IP properly. I finally solved it myself with the information of static IP from them. They had spent a lot of time with me, but they are just NOT knowledgeable enough, and did not know why the server refused to send me my IP address automatically, and I had to enter the IP information manually.
I now have a perfectly functioning old Deco XE 75, which is wifi 6E, 3 packs, to sell. already factory reset.
Technical support has advised that despite communication that Melbourne POP is online, they are experiencing technical issues and its back to routing via Sydney POP. No formal customer communication however advising this…
Issues experienced so far:
- Very poor technical support (even by NBN customer service bad)
- Weekly dropouts, random speed slowdowns
- Inconsistent Melbourne POP communication
Good:
- Pricing
- Customer sales teams
- Relatively painless switch
- When network is working, its performance is very good
Not seeing this from my end still via Melb Pop here
Update: A senior person rang me and corrected advice previously given to me by tech support. Melbourne POP definetly working, not sure why I was told otherwise. They are also actively investigating other reliability issues I raised. Excellent response on a weekend being escalated. Good to see they're taking it seriously. Hopefully some training on their phone support will fix a few of these teething issues.
Churned from exetel today. Internet went down around 9am. Had to reboot my nbn box twice and are now getting 521/40 on my phone next to the router. So far very happy and churn was smooth.
I had a great churn process from Buddy Telco (that is, Aussie Broadband) last Friday. Buddy Telco service was cancelled sometime mid-morning for the churn and by 2pm the Arctel service was running fine and I had a confirmation email from them saying it had been activated. Now hopefully their billing process will be okay going forward, I heard they bill at the start of the month so there could be some pro-rata happening…
Yep there will be prorata , the 50$ you paid at signup will be for next month
Thanks for letting me know
Then the question is, will the prorata be counted as the first month?
Nope they charge you for whatever you use up to the first month , e.g. if you activated on the 20th they will charge you for 10 days , the 50$ is the for next month
@pjwellsey: Sorry but that is incorrect. I used ARCTEL for 4 days. Was charged $50 upfront then a further $38 so a total of $88 for 4 days. I along with others have open TIO cases against ARCTEL.
@Moo Deng: Yes, have tried factory reset and with two different Telstra smart modems too - same issue.