Critical Information Summary
Neptune Internet Pty Ltd · ABN 97 682 454 815 · Last updated: 15 August 2026
| Plan | Price per month | Typical speed (7-11pm) | Typical speed (7-11pm) | Standard Plans |
|---|---|---|---|
| 25mbps Download | 10mbps Upload | $60 | 24 Mbps | 8 Mbps |
| 50mbps Download | 20mbps Upload | $85 | 48 Mbps | 17 Mbps |
| 100mbps Download | 20mbps Upload | $90 | 95 Mbps | 17 Mbps |
| 500mbps Download | 50mbps Upload | $90 | 475 Mbps | 42 Mbps |
| 750mbps Download | 50mbps Upload | $100 | 713 Mbps | 42 Mbps |
| 1000mbps Download | 100mbps Upload | $110 | 880 Mbps | 86 Mbps |
| 2000mbps Download | 100mbps Upload | $165 | 1760 Mbps | 86 Mbps | Fixed Wireless Plans |
| 25mbps Download | 5mbps Upload (Fixed Wireless) | $65 | 13 Mbps | 1 Mbps |
| 100mbps Download | 20mbps Upload (Fixed Wireless) | $80 | 50 Mbps | 4 Mbps |
| 250mbps Download | 20mbps Upload (Fixed Wireless) | $100 | 125 Mbps | 4 Mbps |
| 400mbps Download | 40mbps Upload (Fixed Wireless) | $110 | 200 Mbps | 8 Mbps | FTTP Only Plans |
| 250mbps Download | 100mbps Upload | $105 | 238 Mbps | 85 Mbps |
| 500mbps Download | 200mbps Upload (FTTP) | $120 | 475 Mbps | 170 Mbps |
| 1000mbps Download | 400mbps Upload (FTTP) | $135 | 880 Mbps | 344 Mbps |
| 2000mbps Download | 200mbps Upload (FTTP) | $165 | 1760 Mbps | 172 Mbps |
| 2000mbps Download | 500mbps Upload (FTTP) | $225 | 1760 Mbps | 430 Mbps | Business Plans (ABN is required) |
| 100mbps Download | 40mbps Upload - eSLA 12 hours | $95 | 95 Mbps | 34 Mbps |
| 250mbps Download | 100mbps Upload - eSLA 12 hours | $105 | 238 Mbps | 85 Mbps |
| 500mbps Download | 200mbps Upload (FTTP) - eSLA 4 hours | $120 | 475 Mbps | 170 Mbps |
| 1000mbps Download | 400mbps Upload (FTTP) - eSLA 4 hours | $135 | 880 Mbps | 344 Mbps |
| 2000mbps Download | 500mbps Upload (FTTP) - eSLA 4 hours | $225 | 1760 Mbps | 430 Mbps | Special use | Away mode | $45 | 5 Mbps | 5 Mbps |
The table shows maximum speeds; actual speeds vary with the time of day and the access technology. For what the plan names mean, see the ACCC's Broadband Speeds guidance or the Broadband Education Package.
Not for life support, medical, or emergency use
This is a best-effort broadband internet service delivered over the nbn® network using nbn Traffic Class 4 (TC-4). It is not designed for, and must not be used for, life support systems, medical systems, or emergency services — including life support equipment, medical alarms, personal alert devices, autodiallers and emergency call buttons, monitored fire and security alarms, and lift emergency phones.
We do not supply a phone service, so you cannot call Triple Zero (000) over this service, and the service will not work in a power outage. Keep a separate way to reach emergency services, such as a charged mobile. Check device compatibility at nbnco.com.au/learn/device-compatibility. Full details: clause 3 of our Terms of Service.
Priority Assistance
Neptune Internet does not offer priority assistance. It applies to landline phone services for people with a diagnosed life-threatening medical condition, and we supply an internet-only service. If you or someone at your premises needs it, Telstra is required to provide it — see Telstra Priority Assist or call 13 22 00. Some other providers offer it or similar arrangements.
Plan Add Ons
| Add on | Price per month | Notes |
|---|---|---|
| Static IPv4 | $0 | Included with all Neptune subscriptions. |
| Neptune VPN | $0 | Included with all Neptune subscriptions. For standalone use, contact support@neptune.net.au. |
| Atmosphere Protective DNS Filter | $0 | Included with all Neptune subscriptions. For standalone use, contact support@neptune.net.au. |
| Delegated IPv6 Prefix | $0 | |
| DHCPv6 IPv6 Prefix | $0 | |
| Additional Static IPv4 | $5 | Extra static IPv4 addresses, on top of the one included. |
| NBN Enhanced 4 (24/7) | $33 | 4-hour restoration after acknowledgement, 24/7, for faults acknowledged within Neptune Support hours. |
| NBN Enhanced 12 (24/7) | $20 | 12-hour restoration after acknowledgement, 24/7, for faults acknowledged within Neptune Support hours. |
Free Trial
Where a trial is offered, its length is shown at sign-up and checkout and confirmed in your order confirmation email. It is free, has a fixed end date disclosed before it starts, and carries no obligation to continue. We email you reminders during the trial with the end date and how to cancel. Your paid month-to-month service starts when the trial ends — a card is placed on file at sign-up but is not charged until then. If that first payment fails the service does not convert: your speed is immediately reduced to 2 Mbps, we retry your card 24 hours and 48 hours after the trial ends with an email notice at each step and an SMS warning before any disconnection, and if payment still cannot be processed the service is disconnected from the nbn network 2 days after the trial ends. Completing payment at any point before disconnection restores the service automatically. You may end the trial any time before it expires at no cost; we may also end it at any time during the trial period without further notice, for example where the eligibility conditions are not met or we suspect misuse. One trial per person, household, address, payment method, and account. Full terms: clause 2.2 of our Terms of Service.
Billing, Setup Fees and Cancelling
Plans are billed one calendar month in advance. Setup and activation fees are $0. There is no minimum term and no lock-in, and Neptune Internet does not charge early termination fees — the only early termination fee that can ever apply is nbn's fibre upgrade fee, and only if you ordered a free fibre upgrade (see below). Cancel any time from your customer portal. Change plans any time; the difference is prorated on your next invoice.
Cancel mid-cycle and we automatically issue a goodwill pro-rata refund for the unused portion, less any of these already incurred:
- Payment processing fees charged by Stripe: 1.7% + A$0.30 (domestic cards) or 3.5% + A$0.30 (international cards).
- NBN service transfer fee of A$5.50 (incl. GST), if cancelled during the first calendar month of service.
- nbn fibre upgrade early termination fee of $200 (incl. GST) — nbn's charge, passed through at cost, and only if you ordered a free fibre upgrade — see below.
Free Fibre Upgrade (nbn Fibre Connect)
If your address is eligible you may be offered a free upgrade to Fibre to the Premises. The installation is free on the condition that the upgraded service stays active on an eligible speed tier for 12 months from activation. If you cancel, change providers, or downgrade below that tier inside 12 months, nbn may charge us a $200 (incl. GST) fibre upgrade early termination fee, which we may pass through to you at cost. This is nbn's charge, not a Neptune Internet fee, and it is the only early termination fee that can ever apply to your service. It may apply regardless of your reason, including selling your home or moving out. nbn does not always charge it. After 12 months, no fee applies. More on our Fibre Upgrade page.
Missed Payments
This section applies to payments for your paid service; the first payment at the end of a free trial follows the faster timetable in the Free Trial section above. If payment fails we retry after 1 day, then 3 days, then 5 days. If payment still cannot be processed the service may be rate limited, then suspended, then disconnected from the NBN network. We give written notice before each of these steps — at least 5 working days, or at least 10 working days where we know you are in financial hardship — plus an SMS warning before any disconnection, and contacting us to arrange payment assistance stops the process. If you are in financial difficulty you may be entitled to help under our Payment Assistance Policy.
Technician Fees and Equipment
Missed appointment / late cancellation — Fibre (FTTP): $0 for the first occurrence, then $82.50 (incl. GST). HFC, FTTC, FTTB, FTTN: $82.50 (incl. GST) from the first occurrence. Cancel or reschedule with at least 2 business days' notice to avoid this. No Fault Found — $165 (incl. GST) if a callout finds the issue is your own equipment, wiring, or configuration rather than the nbn network or our services.
If your home lacks the right nbn® equipment, a technician will install it and we'll confirm the appointment after you sign up. The equipment stays owned and maintained by nbn®. Internal wiring to move your router away from the nbn® NTD is your responsibility, and you'll need an approved nbn®-compatible router.
Support, Complaints and Privacy
Our Australian-based team is available 9am–8pm (AEST), 7 days, via the chat widget or support@neptune.net.au. To complain, contact us the same way; our Complaints Handling Process explains how we handle it. If it stays unresolved, the Telecommunications Industry Ombudsman offers a free, independent investigation on 1800 062 058 or at tio.com.au. Our Privacy Policy explains how we collect, use, store, and disclose your personal information.