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Critical Information Summary

The service is provided according to the selected plan described below.

All prices including GST. Actual speeds may vary.
PlanPrice per monthTypical speed (7-11pm)Typical speed (7-11pm)
Standard Plans
25mbps Download | 10mbps Upload$6524 Mbps8 Mbps
50mbps Download | 20mbps Upload$8148 Mbps17 Mbps
100mbps Download | 40mbps Upload$9695 Mbps34 Mbps
100mbps Download | 20mbps Upload$8595 Mbps17 Mbps
250mbps Download | 25mbps Upload$102238 Mbps21 Mbps
1000mbps Download | 50mbps Upload$117880 Mbps43 Mbps
Fixed Wireless Plans
100mbps Download | 20mbps Upload (Fixed Wireless)$9050 Mbps4 Mbps
250mbps Download | 20mbps Upload (Fixed Wireless)$100125 Mbps4 Mbps
400mbps Download | 40mbps Upload (Fixed Wireless)$110200 Mbps8 Mbps
FTTP Only Plans
250mbps Download | 100mbps Upload (FTTP)$121238 Mbps85 Mbps
500mbps Download | 200mbps Upload (FTTP)$152475 Mbps170 Mbps
1000mbps Download | 400mbps Upload (FTTP)$185880 Mbps344 Mbps
Special use
Away mode$39.510 Mbps8 Mbps

Please be aware that the table above describes maximum internet speeds, and actual speeds may vary based on several factors, including the time of day and the technology used.

Please visit the ACCC website for further information on plan names (standard, standard plus, and premium) and what they mean at: Broadband Speeds or read the Broadband Education Package.

Plan Add Ons

All prices including GST.
Add onPrice per monthNotes
Static IPv4$0This is included with all Neptune subscriptions.
Neptune VPN$0This is included with all Neptune subscriptions. For use outside of a subscription contact [email protected].
Atmoshphere DNS Filter$0This is included with all Neptune subscriptions. For use outside of a subscription contact [email protected].
Delegated IPv6 Prefix$0
DHCPv6 IPv6 Prefix$0

Minimum Term

The minimum term is one month with $0 activation fee. There's no early termination charge.

Setup Fees

Setup fees are $0. Contract length is 1 month.

Cancelling Your Plan

You may cancel your plan at any time using your customer portal.

Payment terms

  • All service plans are paid at the beginning of each billing period, which is a calendar month.
  • If payment fails multiple times and no reasonable attempt is made to rectify or negotiate, your service may be degraded and eventually cancelled. Customers who are in financial difficulty may be entitled to assistance from us as described by our Payment Assistance Policy.
  • You can change your service plan at any time during the billing period, and any charges will be prorated in your next invoice.
  • You can cancel your service any time using your customer portal.

Customer Support

Our Australian-based accounts and support team are available Monday – Sunday from 9am-8pm (AEST). Contact via the chat widget on the website, or email [email protected].

Complaints

If you aren't happy with our service or wish to make a complaint, chat with us on our website or email [email protected]. You may read more about our complaints handling process here.

If the issue is unresolved you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us if you’d like an independent investigation.


About Neptune
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Connect with us

[email protected]

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The Internet as you know it, but smarter and safer.