Information About Your Residential ACTIVENET NBN Internet Service

Transcription

1 Information About Your Residential ACTIVENET NBN Internet Service The Service: Congratulations on the delivery of your new ACTIVENET service delivered through the NBN. ACTIVENET offer 4 of the 5 available service speed tiers; Tier 1:- 12 Mbps downstream and 1 Mbps upstream Tier 2:- 25 Mbps downstream and 5 Mbps upstream Tier 4:- 50 Mbps downstream and 20 Mbps upstream Tier 5:- 100 Mbps downstream and 40 Mbps upstream We can deliver our service over the available deployed NBN infrastructure means (Fibre To The Home, Fibre To the Basement, Fixed Wireless and Satellite). Services that contain a monthly usage allowance will have speed restrictions applied to 1024Kbps downstream and 512Kbps upstream when the allocated monthly allowance is reached. No additional charges will be applied to your account. For service restrictions applicable to Fibre to the Basement and Fixed Wireless services please refer to the residential NBN overview page on our Website. To assist you in managing your usage you can monitor your allowance via our customer Portal. You will also receive notification to your selected address once you have consumed 50%, 85% and 100% of your allocated allowance. Your service is subject to a feasibility test (free of charge and completed remotely) prior to service activation. This test is to confirm service availability at your address and confirmation of available speeds. Please note not all tiered speeds are available in all areas. This is out of the control of ACTIVENET and we will inform you of any reason we are not able to deliver your requested speed. It is important to note that while ACTIVENET will monitor the performance of our Network, speeds can vary from time to time based on number of concurrent user on the Network, this is often referred to as Network contention. If we were to have a high % of customers accessing and utilising bandwidth on our Network at a single point in time all users would be impacted. We have measures in-place to manage this and established processes to mitigate performance issues created from over utilisation of our Network. ACTIVENET Unlimited plans are bound by our fair use policy. These service are intended for residential use only and not to be used for; Commercial use, Hosting of web services or other media streams, Excessive use that impacts the usage of the Network for other customers Bundling: You do not require a telephone line for your Internet service to work. Once your premises is connected to the NBN the line can be used for: Internet Only Internet and Telephone (VoIP) services Page 1 of 7

2 You have the freedom to select what services are required in your premises and select the solution that best works for you. Mandatory Components: In order to receive an ACTIVENET NBN service your premises needs to be registered as an active dwelling on the NBN Network. We will confirm this for you during the sign up phase and able to assist with alternate solutions should NBN not yet be available in your area/dwelling. You will be provided with a preconfigured NetComm NF4V wireless router free of charge with your NBN service. This device is tested for all ACTIVENET services to ensure you are provided with the best possible service. For integrity you must use this device with your service. Please be sure to register your device at to take advantage of the extended 2 year Warranty. Minimum Terms: ACTIVENET services are available with: No Contract Term, 12 Month Contract Term; AND 24 Month Contract Term Each service has its own Connection and Disconnection Fee as per our published pricing schedule. Important Conditions: Our service is provided to you with one (1) Static IP address that is retained on record against your service for 2 years. We can share this information with authorized Australian law authorities if requested without your permission. A 24/7 emergency helpdesk is available to all our customers. The after-hours service is available for urgent issues only. Our standard support hours are Monday Friday, 08:00 21:00 and Saturday and Sundays, 09:00 19:00 (excluding major holidays, Christmas, Boxing Day, Good Friday, Easter Sunday and Easter Monday). Information About Pricing All listed pricing is inclusive of GST unless otherwise stated. Any special offers available for a limited time are also excluded from any pricing listed on this document (Critical Information Summary) Connection/Disconnection Fees: No Contract Term: Item Cost Connection Fee $99.00 Disconnection Fee $80.00 Page 2 of 7

3 Disconnection fees are only applied if service is cancelled within the first 6 months of installation. The disconnection fee is in place to assist us in covering our installation fees and is charged as a direct pass through to you. Item Cost Connection Fee $50.00 Disconnection Fee (No. of months remaining in contract X Monthly Service Fee) 25% = Payable Fee 24 Month Contract: Item Cost Connection Fee $0.00 Disconnection Fee (No. of months remaining in contract X Monthly Service Fee) 25% = Payable Fee All equipment provided to you at installation remains your property and all device warranty periods will be honored. Plan Fees: All plans regardless of size or contract term receive an ongoing ACTIVEWAY Loyalty Credit. This credit is plan agnostic and is given back to you as the customer to say thank you for your ongoing business. The ACTIVEWAY credit is a payment of $ spread over 36 months paid as follows, o $5 Credit on 3 rd continuous month of billing o $10 Credit on 6 th continuous month of billing o $20 Credit on 18 th continuous month of billing o $50 Credit on 25 th continuous month of billing o $100 Credit on 36 th continuous month of billing The above credits are taken off our advertised prices. All ACTIVENET Internet and Telephone services come with a pre-configured wireless router/modem with an Analog telephone port for you to connect your standard handset into. ACTIVENET will also donate $1 per month on all plans to our ACTIVELIFE initiative. CRITICAL PRICING NOTE: The listed fees exclude the below items: Chargeable Calls Tier 1 Services 12 Mbps Downstream 1 Mbps Upstream Connection, Delivery and $ $ $ $164 Setup Ongoing Monthly Charge $49.00 $55.00 $59.00 $65.00 Page 3 of 7

4 Connection, Delivery and $ $ $ $ Setup Ongoing Monthly Charge $49.00 $55.00 $59.00 $65.00 Total Contract Term $ $ $ $ Month Contract; Connection, Delivery and $49.00 $55.00 $59.00 $65.00 Setup Ongoing Monthly Charge $49.00 $55.00 $59.00 $65.00 Total Contract Term $1, $1, $1, $1, Tier 2 Services 25 Mbps Downstream 5 Mbps Upstream First Month Charge (inc. Connection, $ $ $ $ $ $ Delivery and Setup Ongoing Monthly Charge $52.00 $60.00 $65.00 $68.00 $72.00 $85.00 First Month Charge (inc. Connection, $102 $ $ $ $ $ Delivery and Setup Ongoing Monthly $52.00 $60.00 $65.00 $68.00 $72.00 $85.00 Charge Total Contract Term $ $ $ $ $ $1, Month Contract: First Month Charge (inc. Connection, $52.00 $60.00 $65.00 $68.00 $72.00 $85.00 Delivery and Setup Ongoing Monthly $52.00 $60.00 $65.00 $68.00 $72.00 $85.00 Charge Total Contract Term $1, $1, $1, $1, $1, $2, Page 4 of 7

5 Tier 4 Services 50 Mbps Downstream 20 Mbps Upstream Connection, Delivery and Setup $ $ $ $ $ Ongoing Monthly Charge $69.00 $75.00 $80.00 $82.00 $95.00 Connection, Delivery and Setup $ $ $ $ $ Ongoing Monthly Charge $69.00 $75.00 $80.00 $82.00 $95.00 Total Contract Term $ $ $1, $1, $1, Month Contract: Connection, Delivery and Setup $69.00 $75.00 $80.00 $82.00 $95.00 Ongoing Monthly Charge $69.00 $75.00 $80.00 $82.00 $95.00 Total Contract Term $1, $1, $1, $1, $2, Tier 5 Services 100 Mbps Downstream 40 Mbps Upstream Connection, Delivery and Setup $ $ $ $ $ Ongoing Monthly Charge $78.00 $82.00 $90.00 $99.00 $ Connection, Delivery and Setup $ $ $ $ $ Ongoing Monthly Charge $78.00 $82.00 $90.00 $99.00 $ Total Contract Term $ $1, $1, $1, $1, Page 5 of 7

6 24 Month Contract: Connection, Delivery and $78.00 $82.00 $90.00 $99.00 $ Setup Ongoing Monthly Charge $78.00 $82.00 $90.00 $99.00 $ Total Contract Term $1, $1, $2, $2, $2, Maximum monthly charge: Maximum monthly charge is the cost of the selected plan plus any telephone calls (if applicable). No additional fees are charged should you exceed your monthly allowance. Unit Pricing Information: Unit pricing is to provide you with a per GB cost for your selected plan, cost of voice service is not included in the following calculations. Tier 1 Services 12 Mbps Downstream 1 Mbps Upstream $0.46 $0.21 $0.07 $0.06 Tier 2 Services 25 Mbps Downstream 5 Mbps Upstream $0.52 $0.24 $0.13 $0.09 $0.07 N/A Tier 4 Services 50 Mbps Downstream 20 Mbps Upstream $0.28 $0.15 $0.10 $0.07 N/A Tier 5 Services 100 Mbps Downstream 40 Mbps Upstream $0.31 $0.16 $0.11 $0.09 N/A Billing Charge: It is free to receive your invoices Via and via Portal. If paper bill is selected you will incur a $3.00 save the planet fee for each invoice received. If you wish to gain further savings on your service, we offer a $10 credit per quarter to customers that sign up for Direct Debit. Page 6 of 7

7 Information About Pricing Usage and Spend Management information: You can monitor your usage and unbilled call charges via our customer portal accessed via our website or iphone/android application. If you have questions you can contact our office on Monday Friday, 08:00 21:00 and Saturday and Sundays, 09:00 19:00 (excluding major holidays, Christmas, Boxing Day, Good Friday, Easter Sunday and Easter Monday). There is $15 late payment fee that will be applied to your account if you do not pay your invoice by the listed due date. If you are having issues paying your invoice it is important you contact our office to discuss to avoid any penalties. Battery Backup and Power Outages: Your NBN Fibre Service can be supplied with a battery backup to give you uninterrupted usage during a power outage. Some items to consider; 1. This is optional and should be selected at time of application for your ACTIVENET NBN Fibre service. The addition of the onsite battery backup is free of charge for the first installation. 2. During power outages the battery has a lifespan of between 3 11 hours. The duration will be dependent on the charge held in the battery at the time of the outage. 3. You will need to directly bypass your provide modem and connect directly to your NBN data port to access the internet. You will need to ensure the device you are using to access the internet is battery powered I.E. Laptop. 4. The ongoing maintenance/replacement of this battery backup after the first installation is at your cost. Enquires, feedback and complaints: We are committed to providing you with the best possible service. To do this it is important that we are available to listen to your feedback and be available to answer your questions. If you have any enquires or feedback you can send an to info@activenet.com.au and one of our friendly staff will get back to you within 2 business days. From time to time you may have a complaint that needs our attention. It is important to contact us in the first instance to allow us to address your concerns. To raise a complaint you can contact our office on or via at complaints@activenet.com.au. Telecommunications Industry Ombudsman (TIO): We encourage you to always contact us first if you experience any problems or you are generally unhappy with your service. We will do our best to solve your problem during our first contact. Alternatively you can always contact the TIO as follows; Phone: Online: Page 7 of 7