Arctel Arvostelua 

Extremely disappointing experience with Arctel.

After switching to Arctel NBN, my work VPN (FortiClient) completely stopped working. After troubleshooting, it was confirmed that Arctel places customers behind CG-NAT by default, which breaks standard work VPN connections.

When I contacted support, I was told I must pay an additional $5 per month just to obtain a basic public IPv4 address. I made it clear that I do not require a static IP—only a normal dynamic public IPv4 for work purposes.

I have previously been with other NBN providers, all of whom provided a public IPv4 address at no additional cost. Charging extra simply to opt out of CG-NAT is not standard industry practice and was not clearly disclosed at sign-up.

On top of this, my 500 Mbps plan struggles to reach advertised speeds, often maxing out around 300 Mbps, even after proper setup and testing. The modem was supplied by Arctel.

This feels like a classic bait-and-switch, where essential functionality is locked behind hidden fees. I would strongly recommend avoiding Arctel if you work from home or rely 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 cancel my NBN connection due to extremely poor customer service.
OnceI waited on hold for support and the call was disconnected after 120 minutes without any assistance. I was again transferred to the same support team and waited over 45 minutes with no response. Additionally, the representative named Brenda was rude, dismissive, and unwilling to answer basic questions.
This level of service is unacceptable and a complete waste of customers’ valuable time.

You will be required to self-install and know a thing or 2 about your Router Software and computer. Not for beginners I guess. Nevertheless, not an issue for me and happy with the 1000/100 connection. Faster than TPG's version.

I signed up on November 30 under a promo, then cancelled just days later after seeing the overwhelming number of negative reviews. My service was never activated, yet weeks later it still hasn’t been cancelled because they refuse to properly process the modem I returned via Aus Post.

Getting in touch with them is nearly impossible. Responses take 24–48 hours, and when they do reply, it’s usually copy-paste nonsense that has nothing to do with what you actually asked. Their customer service is incompetent, unprofessional, and clearly disorganised.

They were quick to take money from my account but suddenly disappear when it comes to cancellations and refunds. I’ve spent weeks chasing them just to cancel a service that was never connected in the first place with zero resolution.

This company is a complete headache. Save yourself the stress, time, and frustration and do not sign up unless you enjoy being ignored and chasing your own money.

They don’t deserve any star review.

I tried entering my address to see if it can be serviced and got a error message to call a number. When I called the number I was told they can't help and need to type the address online. So I told what the online message is. Hence the staff then said they will check and grabbed the address. They then said they are redirecting to the staff who will address my issue and it went to a voicemail but the support staff left the call. With this level of pathetic service for signing up, can imagine how the real servicing would be to resolve issues. Stay away.

Signed up for promo deal $50 for 6 months (commenced in Sept 2025). They have since reneged and will be charging $65/month with price change and not honouring promo deal. Shockingly bad customer service, prepare to wait for 30+ minutes for any customer support if you have connection issues. I also had a poor experience with on-boarding, they couldn't seem to connect within a reasonable timeframe despite having correct AVC

Very bad service can't get intouch with them only by email dose not response any way call is very bad only one person can't help send email
Please do not connect with this small company
Cheap but not good
Hi guys this was the response from a manger
Below
The order has been closed
An email was sent as you placed and processed an order at $0 which required no payment
Please do not continue to harass our staff
Kind regards, Arctel Manager
ArcTel Customer Support
Very poor response

The order has been closed

An email was sent as you placed and processed an order at $0 which required no payment

Please do not continue to harass our staff

Kind regards,
Arctel Manager

ArcTel Customer Support

© Arctel

Very bad service can't get intouch with them only by email dose not response any way call is very bad only one person can't help send email
Please do not connect with this small company
Cheap but not good
Hi guys this was the response from a manger
Below
The order has been closed
An email was sent as you placed and processed an order at $0 which required no payment
Please do not continue to harass our staff
Kind regards, Arctel Manager
ArcTel Customer Support
Very poor response

The order has been closed

An email was sent as you placed and processed an order at $0 which required no payment

Please do not continue to harass our staff

Kind regards,
Arctel Manager

ArcTel Customer Support

© Arctel

Steer clear,

Poor service start to finish. I was happy to not even receive a refund so I didnt have to deal with them anymore.

The cheap monthly price reflects the service you receive.

Well. I have them connected my nbn at 7/11/2025. After I got it active, my ping and packet loss hit to the roof. My games became unplayable. My frustration is cant be explained. Their customer support does not really understand my concerns and telling me to send a mail their team. From bottom to scratch it was a horrible experience. Switched to another telco, my ping instantly back to normal. Wasted my hard earned dollars for 2 days of suffering. Not recommending.

Worst service, made mistake of moving to them. They are cheap and their services are same. When you call customer care they disconnect the call without resolving issue stating they got long queue of calls and cannot be on hold to wait for issue to be resolved.

Signed up with Arctel (Australia) for their new home internet service - 500 MBPS.
Price is competitive.
D-Link router arrived promptly & service changed over in a few days from previous provider. Problems started from day one. Router would not work properly - constant drop-outs. Spent hours with their tech support trouble-shooting. Tech barely spoke English. Intermittent internet connection restored briefly. Within an hour or so, service started dropping out regularly. Now dropping out every 5 minutes. Extremely unstable. NBN indicated their end is working fine. Problem is with Arctel. More calls to tech support, more inaction. Wrote to Arctel asking to disconnect service as it is clearly not working & not up to scratch. Not even a reply to the email or phone call back as requested. Appaling internet service (or lack of). Appaling tech support & no customer service to speak of. Avoid at all cost !