Critical Information Summary
The service is provided according to the selected plan described below.
| Plan | Price per month | Typical speed (7-11pm) | Typical speed (7-11pm) | Standard Plans |
|---|---|---|---|
| 25mbps Download | 10mbps Upload | $55 | 24 Mbps | 8 Mbps |
| 50mbps Download | 20mbps Upload | $80 | 48 Mbps | 17 Mbps |
| 100mbps Download | 20mbps Upload | $85 | 95 Mbps | 17 Mbps |
| 500mbps Download | 50mbps Upload | $85 | 475 Mbps | 42 Mbps |
| 750mbps Download | 50mbps Upload | $95 | 713 Mbps | 42 Mbps |
| 1000mbps Download | 100mbps Upload | $105 | 880 Mbps | 86 Mbps |
| 2000mbps Download | 100mbps Upload | $175 | 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 | $110 | 238 Mbps | 85 Mbps |
| 500mbps Download | 200mbps Upload (FTTP) | $130 | 475 Mbps | 170 Mbps |
| 1000mbps Download | 400mbps Upload (FTTP) | $150 | 880 Mbps | 344 Mbps |
| 2000mbps Download | 200mbps Upload (FTTP) | $175 | 1760 Mbps | 172 Mbps |
| 2000mbps Download | 500mbps Upload (FTTP) | $235 | 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 | $110 | 238 Mbps | 85 Mbps |
| 500mbps Download | 200mbps Upload (FTTP) - eSLA 4 hours | $130 | 475 Mbps | 170 Mbps |
| 1000mbps Download | 400mbps Upload (FTTP) - eSLA 4 hours | $150 | 880 Mbps | 344 Mbps |
| 2000mbps Download | 500mbps Upload (FTTP) - eSLA 4 hours | $235 | 1760 Mbps | 430 Mbps | Special use | Away mode | $45 | 10 Mbps | 8 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
| Add on | Price per month | Notes |
|---|---|---|
| Static IPv4 | $0 | This is included with all Neptune subscriptions. |
| Neptune VPN | $0 | This is included with all Neptune subscriptions. For use outside of a subscription contact [email protected]. |
| Atmosphere DNS Filter | $0 | This is included with all Neptune subscriptions. For use outside of a subscription contact [email protected]. |
| Delegated IPv6 Prefix | $0 | |
| DHCPv6 IPv6 Prefix | $0 | |
| Additional Static IPv4 | $5 | You can add additional static IPv4 addresses to your service, in addition to the one included. |
| NBN Enhanced 4 (24/7) | $33 | Enhanced 4 (24/7) - 4 hour restoration after acknowledgement, 24/7 operational period for faults acknowledged within Neptune Support hours. |
| NBN Enhanced 12 (24/7) | $20 | Enhanced 12 (24/7) - 12 hour restoration after acknowledgement, 24/7 operational period for faults acknowledged within Neptune Support hours. |
Billing Period
Plans are billed one calendar month in advance with $0 activation fee. There is no minimum term, no lock-in, and no early termination charge — you may cancel at any time.
Setup Fees
Setup fees are $0. No lock-in contract.
Cancelling Your Plan
You may cancel your plan at any time using your customer portal.
As a gesture of goodwill, Neptune Internet will automatically issue a pro-rata refund for the unused portion of your billing period when you cancel mid-cycle. However, the following fees already incurred will be retained:
- Payment processing fees charged by our payment processor, Stripe: 1.7% of the transaction amount + A$0.30 for domestic cards, or 3.5% + A$0.30 for international cards.
- NBN service transfer fee of A$5.50 (incl. GST), if the service is cancelled during the first calendar month of service.
Payment terms
- All service plans are paid at the beginning of each billing period, which is a calendar month.
- If payment fails, we will retry 1 day after the initial failure, then 3 days after that, then 5 days after that. On the third retry the service is rate limited; 5 days later it is suspended; 2 days after suspension it is disconnected from the NBN network unless the customer has contacted us and arranged payment assistance. 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.
Privacy
Our Privacy Policy explains how we collect, use, store, and disclose your personal information.