Terms and Conditions

• Setting up an Internode NBN HFC Broadband Service
• Critical Information Summary
• Total Minimum Cost
• NBN Phone Options
• Hardware Requirements
• General Terms and Conditions
• Specific Terms and Conditions for NBN Hybrid Fibre-Coaxial

Setting up an Internode NBN HFC Broadband Service

Setup Fees

You have the options of:

• A standard setup fee and standard modem price with a monthly contract.
  There is no early cancellation charge. Your only commitment is the 'one month rolling contract' that is inherent in paying one month's rental in advance on your service; or
• A discounted setup fee with a 24 month contract term.
  If you cancel your service during the initial 24 month period, you are liable for an early cancellation charge. The maximum applicable charge is $300 within the first 6 months.

Existing Internode customers can also transfer to the NBN - at their existing address - and choose to roll over the remainder of their contract, with no early cancellation charge for their ADSL service.

Please refer to the Transfer page for more information on transferring to NBN HFC.

Early Cancellation Charge (24 month contract only)

If you select a 24 month contract term, and cancel your service during the initial 24 month period, you are liable for an early cancellation charge. The maximum applicable charge is $300 within the first 6 months.

• These charges cover the costs reasonably incurred by us when the contract commenced.
• Cancelling your NBN HFC broadband service will also cancel your NBN Phone service and any other Internode products you’ve purchased that are only available when bundled with broadband. If those products have their own contract, you are liable for their associated early cancellation charges.

Plan Changes

Your broadband requirements may change over time, so you're not locked in to a particular broadband speed or monthly quota.

• There are no once-off charges to move to another NBN plan speed or monthly quota. There are also no once-off charges to change Call Packs associated with NBN Phone.
• You can request plan changes at any time via our online plan change tool, whether you are within a contract term or not. Your plan change will take effect at the start of your next billing period.
• Remember you can use Data Blocks if you need an instant quota upgrade.
• See our Typical Usage guide for help estimating your monthly Internet usage requirements.

Critical Information Summary

The Critical Information Summaries contain plan and pricing information for NBN broadband and NBN Phone.

• Download the current Critical Information Summary for NBN HFC
• Download the current Critical Information Summary for NBN Phone

Total Minimum Cost

The total minimum cost depends on the setup option and plan that you select, as shown in the following two tables. If you need to purchase equipment or arrange premises cabling, then your total costs may be higher.

1. Total Minimum Cost - Monthly Contract

The following table shows the total minimum cost on a monthly contract for each plan. This includes the standard setup charge ($99 for a new service connection), standard Ethernet router price ($89), hardware delivery ($15), plus one month of NBN HFC plan rental:

2. Total Minimum Cost - 24 Month Contract

The standard setup charge is reduced on the 24 month contract option. If you cancel your service during the initial 24 month period, you are liable for an early cancellation charge. The maximum applicable charge is $300 within the first 6 months.

The following table shows the total minimum cost on a 24 month contract for each plan with a Business Pack. This includes the reduced setup charge ($0 for a new service connection), standard Ethernet router price ($89), hardware delivery ($15), plus 24 months of NBN HFC plan rental:

NBN Phone Options

Call Charges

Time charges for calls to Australian Mobiles and International phone services are assessed on a per-second basis, with a minimum assessed duration of one minute per call. International rates vary depending on the country/destination you are calling. Full details are available on our NBN Phone Call Rates page.

Monthly Rental Charges

There are no separate monthly rental charges for the NBN Phone telephone service. NBN HFC includes the NBN Phone service as part of the bundle. Any call charges, call packs, and optional features are additional.

Call Pack Charges

Call Packs offer excellent value, with a variety of included calls for a flat extra monthly charge. These include:

Hardware Requirements

You will need an Ethernet capable router with 802.1q VLAN capability, or the Supplied Broadband Equipment which may attract an additional cost, to use the NBN HFC broadband service. You will require the Supplied Broadband Equipment which may attract an additional cost and a standard phone handset (approved for use in Australia) to use the NBN Phone service.

Customer Premises Cabling

We will deliver your service to the Network Boundary Point. On Hybrid Fibre-Coaxial (HFC) services, this is the UNI port on the NBN Network Termination Device (NTD).

Cabling beyond the Network Boundary Point is your responsibility. You may incur charges for any installation, repair, or any other work required in relation to any such cabling.

General Terms and Conditions

GST

All quoted pricing includes GST.

Your Agreement with Internode

When you apply for Internode NBN HFC Broadband with a Business Pack, you should be aware that you are entering an agreement with Internode.

When you sign up for a service you agree to the Internode Customer Relationship Agreement, the Internode NBN Fibre Service Description, the Internode Business Pack Service Description, and the Internode NBN Phone Service Description. These are Internode's standard terms and conditions for the Internode NBN Broadband service with a Business Pack.

The Performance of NBN HFC Broadband Services

When connected on a service with (for example) a 100 Mbps interface speed, you should not expect that everything that you download from the Internet will be received by you at 100 Mbps!

Learn more about the performance of Internode NBN Services.

Special notes about NBN Phone

NBN Phone services are delivered using Voice over IP (VoIP) technology. As such, there are some important things you need to be aware of:

• Not available in a broadband or power outage
  You should be aware that - unlike services that use the copper telephone network - your NBN Phone service is dependent on your broadband connection and locally provided power. If there is a broadband or power outage, your NBN Phone service will not work. This means you will not be able to make calls - including "000" emergency calls.
• Dial-up devices are not supported
  NBN Phone does not support devices with built-in dial-up modems. This may include EFTPOS, medical or security alarms, or pay TV purchase systems. Please check with the device's provider, as they may have replacement Internet Protocol (IP) based devices available.
• Priority Assistance is not available
  We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.
• No access to 19/1900 Premium Numbers
  Be aware that 19/1900 premium rate numbers cannot be called from an NBN Phone service.
• The Local and Standard National, and Local, Standard National, and Mobile Call Packs do not include calls to 13/1300 numbers or other special services.
• Our Acceptable Use Policy applies.
• We do not provide support for teletypewriter equipment.

Other Fees

NBN New Development Charge: $300 ($250 for existing Internode customers)
Additional once off $300 NBN New Development charge applies if your premises is identified by nbn™ co ltd as being within the site boundary of a new development. This fee is discounted to $250 for existing Internode customers. To confirm if this fee applies for your new premises, contact Internode Sales on 1300 626 669. For more information, see our FAQ.

Incorrect Callout Fee: $297
Where we attend your premises to repair a fault reported by you, but we determine that there is no fault or the fault is caused by Your Equipment, we may charge you a fee of $297 for attendance. You may be charged additionally for any extra materials used to repair Your Equipment or labour beyond 2 hours.

Other NBN fees and charges
We may be charged for the below activities. Where we incur these charges, we may bill those charges to you. However, we will notify you of these charges before doing the work or when you make your appointment. We will only proceed with the activity if you agree to pay these charges.

• non-standard installations;
• subsequent installations;
• additional installations;
• changes to installations;
• cancelled appointments;
• missed appointments (where you are not in attendance at the Premises at the agreed appointment time);
• repair, modification, or removal of equipment;
• invalid faults (where you report a fault with your Service, and the issue is not with NBN Equipment);
• central splitter installations (where requested by you or required to resolve performance issues with your Service); and
• restored orders (where you ask for an order that has been put on hold to be reinstated).

Other Limitations

We have highlighted below some of the important limitations of the Internode NBN Broadband service:

• No resale of bandwidth
  Internode Broadband services provide access for personal and immediate family or business use only.
• Single location only
  Internode Broadband services are designed to allow one concurrent router login on one specific physical connection (you can of course have multiple users sharing this connection). Logging in at a different physical location to the location associated with the connection may fail to work, or may incur an additional cost of $1 per connected hour.
• Static IP address
  Internode NBN Broadband with a Business Pack provides a static IP address, with a /29 IP subnet available on request and at no extra charge. IP address assignments are from Internode address ranges and are retained by Internode on termination of service. Static IP allocations may be modified by Internode to address technical requirements at 14 days notice. IPv6 addressing is also available if supported by your equipment.
• Uploads + Downloads
  The monthly quota allocation on Internode NBN HFC Broadband services is counted as the sum of both uploads and downloads.
• No Unmetered Data
  NBN HFC Broadband plans are not eligible for any unmetered data inclusions. All data on these plans is counted as metered usage of your monthly data quota.
• Definitions (in accordance with Australian ISP conventions):
  • 1 MB or 1 Mbyte is 1 Megabyte = 1,000,000 bytes.
  • 1 GB or 1 Gbyte is 1 Gigabyte = 1,000 Megabytes.
  • 1 TB or 1 Tbyte is 1 Terabyte = 1,000 Gigabytes.

Billing and Notifications

Invoices, Internode Bulletins, and usage warnings are sent to your Internode email address or nominated billing address. When your service is activated, you'll receive a configuration sheet with the details of your Internode email address.

As per the Internode Customer Relationship Agreement, payment for all recurring charges is required monthly in advance. This means that your first invoice will have the setup fee (if applicable) and the monthly plan fees for your service for the first 2 months. Billing will begin within 7 days of the service being provisioned by our carrier, or earlier if you have registered a successful login.

No charges apply until the service is confirmed as deliverable by our carrier.

Posting of paper invoices is available, but discouraged for environmental reasons. If requested, this will attract a $1.50 surcharge per invoice. Surcharges also apply to credit card payments. Full details on surcharges and payment options are available on our Accounts and Billing pages.

Specific Terms and Conditions for NBN Hybrid Fibre-Coaxial

There are some unique terms and conditions associated with NBN Hybrid Fibre-Coaxial services. These do not apply to FTTP, FTTN, FTTC, FTTB, or Fixed-Wireless services.

• You must obtain the consent of the property owner to have the NBN HFC installation performed.
  If you are not the property owner, you will need to obtain the property owner's written consent (dated and signed), and be able to provide that to Internode upon request.
• NBN HFC services are available to single dwelling units (SDUs) and multiple dwelling units (MDUs) in areas covered by the NBN HFC rollout. Please note that MDU addresses may take longer to become available due to additional cabling requirements.
• The HFC installation will be performed during business hours, and you will need to be present to provide access for the installation technicians.
• The cabling that is required in your premises beyond the Network Termination Device is your cost and responsibility, as is the provision of a suitable 240V AC power outlet.