Critical Information Summary

This summary gives you the important information you need to know about your plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.

Information about the Service

Your plan gives you access to NBN based broadband service. NBN Ethernet is the term we use to describe a NBN broadband service which is an asymmetrical (Download speed is higher than the upload speed), contended broadband service.

Availability

Hello Broadband NBN Broadband is not available everywhere. Availability is dependent on several factors, including whether the necessary equipment has been deployed at the location or in your area and/or the local Point of Interconnect (POI) has been enabled.

Minimum Term

No Contract Option: The minimum term applicable is 1 month from the date of activation, a $24.95 set up fee will apply.

12 Month Contract Option: The minimum term applicable is 12 months from the date of activation. There is $0.00 set-up fee on the 12 month contract term service.

Your Monthly Data Allowance

This service comes with an unlimited upload/download data allowance each month. There are no peak/off-peak restrictions on your use, and no excess usage charges.

Important Conditions

NBN Broadband is not a guaranteed bandwidth service.  Line speed refers to the maximum NBN port access speed. Actual speeds may differ due to various factors including your equipment, the source and type of content being downloaded, the applications you are using and the websites you are accessing and performance of interconnecting infrastructure not operated by Hello Broadband. We cannot therefore guarantee that you will receive the maximum NBN port access speed at your premises.

Hardware Conditions

You will require an NBN ready modem/router to access this service. We can supply one for a one-off fee of $99.95 on our 12 month plans, or $124.95 on our no contract plans if required. We recommend you use one of our supplied modem/routers as we can configure the device for you, however we do support BYO modem/router.

Any BYO modem/router must support PPPoE authentication and must be compatible with the relevant type of NBN connection that is delivered to your property. You must be capable of configuring your BYO router yourself.

Connection Charge

Standard connection is included. Non-standard connections may incur additional costs. Once off NBN New Development Fee of $300 incl GST is charged if your premises is identified by NBN as being within a new development area without any NBN equipment installed.

Information about Pricing


Your Minimum Monthly Charge

The monthly charge for your NBN plan depends on your access speed and whether you are in a coverage zone which is covered by the particular upstream provider which we use to provide the below service.
Before signing up to a NBN product we will perform a pre-qualification. Once the pre-qualification has been performed we will notify you if we can provide Ethernet services through our upstream provider at your location.

Access Speed Monthly Contract Term Installation Fee
12/1 Mbps Starter $64.95 1 Month $24.95
25/5 Mbps Family $74.95 1 Month $24.95
50/20 Mbps Entertainer $88.95 1 Month $24.95
12/1 Mbps Starter $64.95 12 Month $0.00
25/5 Mbps Family $74.95 12 Month $0.00
50/20 Mbps Entertainer $88.95 12 Month $0.00

When speaking to a sales representative ask for them to do a pre-qualification for you to determine that you can get coverage for internet services at the location where you want the service to be provisioned.

The Total Minumum Plan Cost

Plan Name Contract Total (Includes applicable Set Up Charge) Contract Term
12/1 Mbps Starter $89.90 1 Month
25/5 Mbps Family $99.90 1 Month
50/20 Mbps Entertainer $113.90 1 Month
12/1 Mbps Starter $779.40 12 Month
25/5 Mbps Family $899.40 12 Month
50/20 Mbps Entertainer $1067.40 12 Month

Excess data Charges

There are no excess charges applicable to the unlimited plan.

Early Termination Charges

If your NBN Plan is cancelled before your minimum term has ended, you must pay us an Early Termination fee  equivalent to $20 by the number of remaining months of the contract. For example if you are on a 12 Month contract and you cancel the plan with 8 Months remaining in the term then you must pay $20 x 8 months = $160 charge.

Other Information


Billing

On the same day of each month you’ll be billed in advance for the minimum monthly charge, as well as for use during the month.

When you first start a plan, or change your plan part way through a billing period, here’s what your first bill will include:

Minimum monthly charge: a proportion of your minimum monthly charge based on the number of days left in the billing period, plus the next month’s full minimum monthly charge in advance.

Data: You’ll receive a full month’s data allowance.

How to pay for your service

Payment for your service is paid by taking a direct debit from your credit card.

Monitor your Service Online

You can register for (CAT) Customer Access Toolkit which is the Broadband Solutions online portal in order to view your bills online 24 hours a day, 7 days a week. With the Broadband Solutions online portal, you’ll be able to organise and check your billing information, view your online activity and update your contact details. To register, please email support@hellobroadband.com.au or contact 1300 443 556.

Contacting us

We are here to assist you with any inquiry so please feel free to contact Hello Broadband. If you have questions about your bill, technical support service or connection or any other matter relating to any of our services, please call us on 1300 443 556.

Complaints or disputes

If you need to make a complaint you can:

Further investigation

If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at www.tio.com.au/about-us/contact-us

This is a summary only – the full legal terms for your service are contained in your agreement with Hello Broadband and Our Customer Terms which is available at:
https://hellobroadband.com.au/legal/terms-conditions/