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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 monthDownload speedUpload speed
Standard Plans
50mbps Download | 20mbps Upload$8150 Mbps20 Mbps
100mbps Download | 40mbps Upload$96100 Mbps40 Mbps
250mbps Download | 25mbps Upload$102250 Mbps25 Mbps
1000mbps Download | 50mbps Upload$1171000 Mbps50 Mbps
Fixed Wireless Plans
100mbps Download | 20mbps Upload (Fixed Wireless)$90100 Mbps20 Mbps
250mbps Download | 20mbps Upload (Fixed Wireless)$100250 Mbps20 Mbps
400mbps Download | 40mbps Upload (Fixed Wireless)$110400 Mbps40 Mbps
FTTP Only Plans
250mbps Download | 100mbps Upload (FTTP)$121250 Mbps100 Mbps
500mbps Download | 200mbps Upload (FTTP)$152500 Mbps200 Mbps
1000mbps Download | 400mbps Upload (FTTP)$1851000 Mbps400 Mbps
Special use
Away mode$39.510 Mbps10 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.


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[email protected]

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