CRITICAL INFORMATION SUMMARY

Service Description

The nbn Go Troppo Unlimited Plan offers internet service through the National Broadband Network (FTTN, FTTB, FTTC, HFC & FTTP) and is accessible in enabled areas. These plans are exclusively for residential use and are not designed for business purposes.

Mandatory Components

To use our service, you will need an nbn-compatible modem/router. We offer a modem/router for a one-time upfront fee if you need one, and you can find current pricing on our website. Our preferred modem depending on your home and size, you may require more suitable wifi coverage, the mesh device is recommended, please see under hardware.

If you prefer to bring your own modem, it must be compatible with your nbn technology type, and you will need to set it up on your own. Please note that our support for BYO devices is limited to best efforts.

Key Information

Our service operates on a flexible no lock-in contract with a minimum term of one month and No Prorata on any new account/Service. You have the freedom to cancel at any time before the close of business on the last day of your billing period – 6pm. Please refer to the ‘Billing’ section of this CIS for details on finding your billing period. Upon cancellation, you will not receive a refund or credit for any unused days remaining in the billing period. All Go Troppo nbn Personal Plans come with unlimited data and are subject to the Go Troppo Fair Use Policy found on our website.

Standard Installation Requirements

Your plan covers standard installation, but you might need a 240-volt power supply for nbn-supplied equipment. If you decide to upgrade to FTTP, you will need a separate power supply, and you won’t be able to return to a copper service once you switch to an nbn service.

Non-standard Connection Charges

nbn may charge a $300 new development fee for deploying network infrastructure to new premises or dwellings. This fee may be applied to each new premises requiring an nbn connection, including (but not limited to) new dwellings, land lots under reconstruction, and new buildings with a new mailing address. We will inform you at signup if this fee applies.

Hardware Refund Policy

If you cancel your plan at any time, we will not refund the cost of any hardware purchased from us, except as outlined in our Hardware Limited Refund Policy or as required by law. Modems are yours to keep, are unlocked, and can be used with an alternative provider or technology type.

Billing (Weekly or Monthly)

We will bill you in advance for the first Month or Weekly plan fees and any hardware charges. Your Billing date will fall due on the same day each month following your active date or every 7 days if chosen the Weekly option. Go Troppo has NO Prorata. You will receive monthly account charges, with the bill issued on the date your first service was activated. Receiving your monthly bill online or email is free.

Each service on your account may have a different billing period.

You can find the billing period for each service:

• on your invoice;
• by contacting Customer Service.

Important: Billing for your nbn service begins on the day NBN Co. completes the activation, which is not the same day you plug in the modem and go online. Therefore, we encourage you to start using the service as soon as possible, as charges will begin from the activation date.

Additional Account Fees

Late Payment Fee

If your account is not paid in full within 5 days after the monthly due date a late payment fee of $16.95 applies and your active service may incur interruptions.

Internet Broadband Speeds

The actual speeds you receive may vary due to several factors, including the number of users on the service at the same time, hardware and software configurations, the connection method within your premises, and the type or source of content being uploaded or downloaded.

NBN services using FTTB, FTTC, or FTTN technology may not support the highest speed tiers. We cannot determine the exact maximum speed you will achieve until your service is connected.

If you’re not satisfied with the broadband speeds on your NBN service, please contact us as soon as possible. We may suggest troubleshooting steps to improve your speeds. If, after upgrading to a higher speed tier, you’re unable to achieve the typical speeds for that plan, we will inform you, offer to move you to a lower speed tier, and refund any extra payments for the higher tier. You also have the right to cancel your plan at no cost.

Service Details and Coverage

This Go Troppo nbn service is provided using the nbn network. Go Troppo is your service provider and is responsible for providing the service to you. We are not affiliated or related to NBN Co in any way.

Complaints

If you have any concerns or complaints, access our complaint resolution process at gotroppo.com.au/policy (click on ‘Customer Complaints Handling Policy’).

You can also contact the Telecommunications Industry Ombudsman on 1800 062 058 or submit an enquiry at http://www.tio.com.au/