nbn^® Plans

All iiNet services are bound by our Customer Relationship Agreement. This page offers a quick summary of the terms, fees and guarantees that come with your service. If you have any questions, please feel free to contact us on 13 19 17.

Contract period

Our NBN™ plans are provided on no lock-in contract. Our fair contract guarantee lets you change between plans at any time.

Setup fees

* Any cabling that is required in your premises beyond the Network Boundary Point is your responsibility. This does not include the purchase of a modem. There may be additional installation fees for non-standard premises, however your agreement to these fees will be confirmed prior to iiNet setup.

Hardware Non-Return Fees

If you withdraw an order from us (before your service is activated) and receive the modem we supplied to you, you will need to pay for the modem unless it is returned to us in good working order within 21 days of withdrawing your order.

If you cancel your service after it has been activated, any applicable modem payment fees will apply in accordance with the terms and conditions of your chosen service.

If you have selected a Fetch plan, received the Fetch Set Top box supplied to you and want to:

1. withdraw your order from us (before your internet service is activated); or
2. remove your Fetch subscription only (before your Fetch hardware is activated),

your Fetch setup fees will be credited back to your account once the Set Top box is returned to us in good working order within 21 days of withdrawing your order or removing your Fetch subscription (before Fetch hardware is activated), respectively.

If you cancel your Fetch subscription after it has been activated, any applicable Fetch payment fees are non-refundable.

$10 delivery fees are not refundable.

Telephony Services

• NBN™ Phone is a phone service that is offered with your NBN™ plan. To use it, you will require a standard phone handset (approved for use in Australia) and VoIP-compatible modem. NBN™ Fibre (FTTP) may include Fibre Phone instead of Netphone, which does not require a VoIP-compatible modem to operate.
• Some of our NBN™ Phone services will not work on a third party modem. In these instances we will not provide you an NBN™ Phone service if you have not purchased an iiNet modem.
• Calls to 000 emergency services may not be possible in the event of a power outage.
• 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.
• Calls to 19/1900 numbers are not available.
• Calls to certain 'high-risk' international destinations are not available by default.
• This service is provided on the basis that you waive your Customer Service Guarantee (CSG) in relation to the NBN™ Phone. You do not have to agree to the waiver, but if you do not agree, we have the right to decline to supply the service.
• For calls on NBN™ Phone:
  • Timed international calls are charged per second.
  • Calls to Australian mobile numbers are charged per 30 second block.
  • Included calls are subject to our Acceptable Use Policy.
• NBN™ Phone must be paired with an active iiNet NBN™ service. If your NBN™ plan is cancelled, your NBN™ Phone service will also be cancelled.
• Transferring an existing phone number to NBN™ Phone will disconnect the existing phone service. After a successful transfer, please contact your existing provider to ensure that your phone service and any add-on services are cancelled.

Hardware

• Some NBN applications require you to purchase an iiNet modem (which is WiFi and VoIP enabled).
• There are multiple types of broadband and phone on the NBN™, with different hardware setups and requirements. Learn more. about modem compatibility requirements.
• NBN™ FTTC connections require an NBN™ Connection Device, which:
  • May be shipped to you for self-installation (if your premises is eligible)
  • Will reverse-power the NBN™ network to provide you with a working service
  • Remains the property of NBN Co and should not be removed from the premises
• If you BYO modem;
  • Your modem must allow you to change the VLAN setting, and for NBN FTTN or FTTB must be VDSL2 compatible. See modem settings .
  • For Superfast/Ultrafast plans you will need to supply a compatible high-speed modem to support your ultra-fast speeds.

4G Backup Service

• 4G Backup is a complimentary service that provides an interim internet connection using either the Vodafone 3G or 4G network.
• 4G Backup is only available;
  • In select Vodafone 3G/4G Network coverage areas.
  • Using our Smart Modem Gateway with an embedded 4G-capable SIM card (this SIM must not be removed from the modem).
  • When supplied with a compatible iiNet NBN broadband plan.
• Subject to availability, you will be able to use 4G Backup;
  • Once you have received your Smart Modem Gateway, until your NBN service is fully activated or for a period of 30 consecutive days (whichever occurs first).
  • If you lose connection to iiNet NBN broadband during confirmed local NBN faults (excluding mass NBN outages). This is until the fault is resolved or for a period of 30 consecutive days (whichever occurs first).If we seek your co-operation in restoring your iiNet NBN Service and are unable to obtain it then we may temporarily bar or restrict the 4G Backup service until we successfully contact you.
• Service performance varies depending on network coverage and your location, with speeds likely less than the maximum.
• Our Acceptable Use Policy applies.

Connecting to the NBN™

• Please do not disconnect your existing services until your NBN™ service is working.
• Once the NBN™ roll out has been completed in your area, services over the legacy copper & HFC (Cable) network will no longer be available at your premises. Any copper & HFC (Cable) services that are still connected at your premises on the Disconnection Date are liable to be disconnected. iiNet Cable services in Geelong, Mildura and Ballarat are not subject to this disconnection.
• The installation of NBN™ FTTN, FTTC or FTTB will disconnect the current copper-line telecommunications service that is connected to your premises if you have elected to transition your existing copper-line
  • For FTTN & FTTB this will occur outside of your premises during your installation.
  • For FTTC this will occur when your NBN™ service is activated, which typically occurs when your NBN™ Connection Box is connected (and working) by either you or an NBN™ Installer.
• Existing ancillary services and devices that rely on your copper-line telecommunications service will no longer work unless you move them to the NBN™ (such as medical alarms, back-to-base alarms, personal response systems, fax machines and EFTPOS). Please check with your device/service manufacturer or provider to see if the device is NBN™ compatible.
  • We recommend you register any medical alarm services on the NBN Medical Alarm Register, which can be found on the NBN Co website.
• We are responsible for your service up to the Network Boundary Point:
  •  For FTTN, FTTC or FTTB this may the first telephone wall socket in your premises or, in the case of multi-dwelling units, your side of the Main Distribution Frame.
  • For FTTP or HFC this is a Network Termination Device supplied by NBN Co.
• Customer equipment (such as new or existing cabling and telecommunications outlets) beyond the network boundary point may not work when you connect to NBN™. You may require a registered cabler to connect these to your NBN™ service. You will be responsible for the cost of any such cabling work.
• Your NBN™ service does not include a battery backup. This means your household will be unable to access any internet and telephony services provided by NBN™ during a power outage. This includes making calls to emergency service numbers like 000. Please ensure you have alternate ways of making calls, such as mobile phone.
• If you transfer your existing NBN™ service, you understand that you are responsible to your current broadband provider for any charges incurred until this transfer is complete.
• The activation of your selected services does not necessarily cancel any existing phone or broadband services. It is your responsibility to contact your existing service providers to ensure that unwanted services are cancelled, otherwise you may continue to be billed for them.

Eligible customers in select areas only. Only available with high-speed plans. High-speed compatible modem required – additional fees may apply. T&Cs apply.