NBN Pricing, Payments, Spend Management, Relocation & Cancellation
The price is dearer than I have seen advertised
Some cheaper providers whilst connecting to the same NBN put more people on the same connection meaning their NBN speeds are slower, particularly during peak times.However, as 100% Australian owned NBN service provider, we pride our self on offering great un-congested fast NBN connections, so everyone can enjoy the benefits of the NBNs faster speeds.
Often the difference between a fast and slow connection is as low as paying an extra $10 to $20 per month.
What is the cooling off period
Once you agree to installation and provision of NBN you are protected by a 11 business day cooling off period so you will have ample time to review our service offerings to make sure the package we have discussed is the right fit for your lifestyle. If you wish to make changes to the package discussed or cancel the installation altogether simple call our customer service line on 1800 327 862 and provide the customer order reference number supplied in your order confirmation email.Can I cancel my contract?
You may cancel your contract at any time providing 30 days written notice that you wish to cease receiving Aconnect fibre services. You will be charged an early termination fee of up to $350 depending on how many months the contract has remaining.Direct Debiting - I don’t want to give out my credit card or bank account details over the phone.
For direct debit we use Ezidebit who are an Australian company. You may have dealt with them in the past because they are one of the biggest Direct Debiting companies in Australia. They are similar to Paypal and offer a safe and secure network.For credit card. In Australia all Visa and Mastercard issuers provide a free fraud protection guarantee benefit on their credit cards. This means that you are not held responsible for any unauthorised charges, so you’ll find you are protected even if you are scammed. If you want to check on that you will usually find it listed under the credit card security features on your banks or financial institutions website. Do you want me to wait while you check?
How am I charged for Aconnect NBN Broadband with Home Phone Plans?
Monthly access charges (include NBN Broadband monthly charges and Home Phone monthly charges) are billed monthly in advance.Aconnect Home Phone Call charges are automatically billed each time you use fifty Australian dollars ($50.00) worth of calls; or monthly in arrears whichever occurs first.
We will send you emails about your usage and the debits during the month.
Your service will become inactive if our attempts to debit credit card/bank account to pay for your phone calls are unsuccessful.
You agree that no bill will be provided for this service and that direct debiting of your account or charge to your credit card may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to check charges at least 10 working days before the debit.
What Spend Management Tools does Aconnect offer?
With Aconnect Home Phone services, you can monitor your actual usage (in near real time), bar outbound calls of various types, and make use of other spend management tools via My Account at www.Aconnect.com.au/account. For more information about using these tools, please contact Customer Service on 1800 327 862Once Aconnect Broadband with Home Phone is installed, are there any services that will not work on my Aconnect Home Phone?
Yes, the following services will not operate on your Aconnect Home Phone line:
- Fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network is supported; fax to international numbers is not reliable; and VoIP based fax is not supported.
- EFTPOS
- PABX
- 56K Dial up modem
Watching standard Digital Pay TV (e.g. Foxtel) programs will still work however services such as voting and On Demand program purchase via your telephone line will not work. If you have the latest Foxtel set top box, you can purchase programs using the Ethernet connection in the set top box to connect via Aconnect NBN Broadband.
Can I view my Aconnect Home Phone call usage online?
Yes. You can view your outgoing call usage online by logging into ‘My Account’ at www.Aconnect.com.au/account.Will I receive paper bill?
No. You can view the current and previous bills online by logging into the 'My Account' section on the Aconnect website (www.Aconnect.com.au). It’s simple and secure. Select 'My Account Statement' under 'Invoices'.I am an existing Aconnect NBN customer, what should I be aware of during relocation?
We can provide Aconnect NBN plan to your new location if Aconnect NBN is already available in that area. However you will be required to select a new Aconnect username for the NBN service at your new location.
How much does a relocation cost?
Please refer to our NBN Additional Pricing.What if I am relocating to a location where Aconnect does not offer NBN?
We may be able to offer other products that are available in your new location. Standard NBN Broadband with Home Phone relocation fee applies.Can I change my NBN plan?
You can only change plan (upgrade/downgrade) within NBN Broadband with Home Phone plans. Aconnect Broadband with Home Phone customers are not able to change their plan to a Aconnect ADSL2+/ADSL services.
Is there any cancellation fee if I cancel my Aconnect NBN service?
There is no cancellation fee if you are out of contract or in a no lock-in contract term. You may cancel the service by giving Aconnect at least 30 days written notice. You must pay for the service until the end of the notice period.Cancellation fee applies if you are still currently in a contract. The cancellation fee is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.
I am an existing Aconnect ADSL2+ customer. Can I switch to Aconnect NBN plan?
If you are an existing Aconnect ADSL2+ customer and interested in the NBN service, please click here or call our Customer Service on 1800 327 862