nbn services not available to all customers or areas. nbn connection fees: nbn co connection fees may apply, eg if you’re in a new development not already connected to the nbn network, nbn co may charge $300 to connect your premises to the nbn network. nbn speeds: Typical busy period download speed refers to the peak user period from 7pm-11pm each day. Typical busy period download speeds for our nbn plans (7pm-11pm) are based on past measurements across a range of locations and connection technologies, and there may be times when your connection won’t achieve these speeds. Typical busy period download speeds for our nbn plans (7pm-11pm) may increase or decrease over time and aren’t guaranteed minimum speeds. Actual speeds may be less due to several factors including network configuration, line quality and length, exchange type, customer premises interference, traffic and equipment.

BYO OR PURCHASE A MODEM FROM US

If you bring your own modem, ensure it is compatible with your nbn service. You can purchase a modem from us or on a 12 or 24 month device payment plan. The cost of the modem is not refundable if you change your mind and cancel your nbn service.

TRANSFERRING YOUR SERVICE

If you’re transferring your service from another telecommunications provider, you need authority to do so. The transfer is subject to validating your authority and may result in an interruption of your existing service. If you signed-up for a home phone, please ensure you do not cancel/disconnect your service with your existing provider as this can prevent a successful transfer of your home phone number. It’s your responsibility to contact your existing provider to cancel the service, and any services not identified as being transferred will remain with your existing provider. We’ll use reasonable efforts to let you know when the transfer has occurred. If you have a complaint or inquiry about your transfer, or to check on progress, please get in touch with us here. Your existing provider may charge early termination fees, port out fees or impose other charges to cancel the service. If you’re unsure, please get in touch with them.

If you’re transferring your nbn service from another telecommunications provider, in addition to the above, your existing provider will continue providing services until the transfer occurs. If you transfer to a broadband-only service and cancel an existing voice service, your phone number may be placed into quarantine, any open fault queries you have with nbn co may be closed and we’ll advise you if access to your premises is needed. We don't offer a battery backup unit. However, if you have a Fibre to the Premise (FTTP) connection, you may already have a battery backup power supply unit installed, which will usually provide emergency power for up to 5 hours. You’ll be solely responsible for your battery backup unit, including replacing the batteries. A battery backup unit won’t power any cordless phones or phones that require external power.

Information for Financial Counsellors or Debt Recovery Agencies

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