Critical Information Summary

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

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

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.

Required Equipment

If your home doesn’t already have the right nbn^® equipment, a technician will visit to install it. We'll let you know the date and time after you sign up. The equipment stays owned, serviced, and maintained by nbn^®. If you'd like your router set up somewhere other than next to the nbn^® NTD, you'll need to organise your own internal wiring. Neptune can't provide or support this wiring. You'll also need an approved nbn^®-compatible router for your devices.

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.