Critical Information Summary

nbn®broadband

Zero Frills plans

Service to be provided: Broadband is delivered to your location via NBNCo infrastructure.

Plan inclusion Zero Frills 12/1 Zero Frills 25/10 Zero Frills 50/20 Zero Frills 100/40
Unlimited Minimum Monthly Charge
$55
$66
$77
$88
Typical Evening download Speeds (7pm - 11pm)
12Mbps
25Mbps
50Mbps
90Mbps
Typical Evening Upload Speeds (7pm - 11pm)
0.8Mbps
8Mbps
17Mbps
37Mbps
Early Termination Charge
$660
$792
$924
$1056
Minimum Term (Months)
12
12
12
12

Information about the service

Broadband is delivered to your premises via 10MATES’s nbn® service using NBNCo infrastructure, such as Fibre To The Premises, HFC, Fibre To The Curb, or Fibre To The Node. The typical evening download speeds for each plan in the above table are provided by these services.

Anywhere that NBN has been deployed can use these services; for additional information, please visit https://www.nbnco.com.au/learn/rollout-map
  • If necessary, NBN will have to install equipment outside and inside your property—close to a power outlet. For this appointment, an adult must be present at the location.
  • Additionally, an NBN-ready modem/router is required (see “equipment fees” on the following page).
  • Customers with HFC plans will require a free NBN Network Termination Device from NBNCo, whereas only FTTC customers will require an NBN network connection device.

 

Important note for FTTN and FTTC customers:

  • You will therefore either lose your current landline phone connection or switch to an IP phone service (an internet-based phone) as the copper line will be taken over by the connection.
  • It’s possible that you discover every phone outlet in your building is inoperative.
  • For a $300 service charge, you can choose to have your landline on one line and use nbn® on the other if your house has multiple phone lines. Please be advised that when nbn® went online in your area, this second line will be discontinued in 18 months.

Features of this service includes: 

This service is fixed term with 12 months contract.

Bundling is not compulsory. You can opt to bundle your home phone for additional $20

Please note that this service may be restricted and/or cancelled if:
  • You fail to pay your bill.
  • You are abusive to our staff,
  • You breach our terms and conditions or our fair use policy, available at 10mates.com.au/terms

Information about pricing

There are no excess usage charges. For all plans that aren’t unlimited, our plans are shaped and your speed will be slowed to 1/1Mbps when you use your full allocation of data.

There is no set-up fee for this service.

You don’t have to purchase an NBN-ready modem/router from 10MATES, but we can provide one if you prefer: modem/router cost is $259 plus postage. Postage costs are $15 for standard mail and $20 for express.

For new buildings or residences, the NBNCo may impose a $300 new development tax to cover the cost of constructing network infrastructure. This charge could be levied to any new location that needs an NBN® connection. New homes, lots undergoing reconstruction, and newly constructed buildings needing a new mailing address are just a few examples of this. When you join up, we’ll let you know if this cost is applicable.

  • If you bundle your broadband service with a phone service or any of our bolt-on features, your monthly costs may be different. For full terms and conditions on a phone service, please see the relevant critical information summary speak to our staff.
  • You can change your plan at any time for no fee. If upgrading your plan before the end of your monthly billing cycle, you will need to pay the difference between your current plan and new plan. If you wish to downgrade your plan, please note we do not prorata refunds on plan downgrades.
  • If you choose to have a second line installed as a safety net for your business during changeover, this will cost $300. It is your responsibility to arrange any relevant cabling through a licensed contractor

Remaining contract will be due at the same day
the cancelation was requested.

Other information

You can request anytime by calling our hotline

We have an Australian-based team who can help you with any technical support, account or sales questions. Just give us a call on 1300 030 692 or lodge a ticket by visiting our website. Our support hours are constantly expanding — check our website for our current hours.

If you are not happy with your service, you can email us at complaints@10mates.com.au to start your complaints

If you are still not happy with the outcome of your complaint after following our dispute resolution process, you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at tio.com.au/making-a-complaint.

39 Keysborough Ave
Keysborough
Victoria 3173
P 1300 303 692
E sales@10mates.com.au

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