Service descriptions
Your Plan is a bundle that includes:
- A VoIP Home Phone Service
- A Wi-Fi Modem (brand and model may vary)
- A 250GB data allowance, home broadband service for your internet
- You can upgrade or downgrade the data allowance (between 250gb or Unlimited) at any time
- You can upgrade or downgrade the speed tier at any time (subject to available tiers in your area)
Key details
This is a consumer-grade residential internet service with an included data allowance of 250GB, and a home phone plan that provides land-line access to make and receive calls. You can transfer your existing home phone number or connect a new phone number with iPrimus. VoIP is internet telephony for which the availability and quality of the service may differ from a standard copper telephone service. iPrimus only offers a telephone service to customers who agree to waive all rights under the normal Customer Service Guarantee for this service. More information is available on www.iprimus.com.au.
iPrimus VoIP can ordinarily be used to call the emergency number 000, however, you should not regard any VoIP service as a reliable service in an emergency, such as during a power outage. VoIP services are not recommended if you/another resident have a disability, serious illness or other life-threatening condition necessitating an uninterrupted phone line.
Information about pricing
| Core Plan Inclusions | |
|---|---|
| Available Contract Terms | Month to Month |
| Minimum Monthly Fee | $65/mth |
| Included Speed Tier | Standard (nbn25/Fibre25) |
| Data Allowance | 250GB (Shaped to 256kbps once allowance is reached) |
| Voice Service | Pay as You Go (call rates detailed below) |
| Setup Fee | $0 (New development charges may apply) |
| Hardware Costs & Repayment Options | A Wi-Fi modem is included with all iPrimus plans. Total modem cost $120 over 12 months. iPrimus will cover the cost of your modem if you stay connected for 12 months (Hardware Repayment Period) ($10/mth credit applied over 12 months) |
| Cancelling your service (Broadband & Telephony) | You may cancel your services with us at any time without incurring any additional charges. |
| Early Termination of Hardware Repayment Period (Hardware) | If you choose to cancel your service within the Hardware Repayment Period, you will need to pay $10/mth x the number of months remaining. |
| Total Minimum Cost | $190 if you cancel your service during the first month. Calculated as: (Monthly Fee (incl. add ons) + $120 Wi-Fi modem cost) |
| Core Plan Add-Ons | Additional Monthly Fee | |
|---|---|---|
| Speed Boosts (nbn & Fibre Only) | Standard Plus | $10 |
| Premium | $20 | |
| Home Superfast* | $40 | |
| Home Ultrafast | $60 | |
| Data Boost | Unlimited Data | $5 |
| Static IP | Static IP | $5 |
| Call Packs | Unlimited Landline & Mobile - Australia | $10 |
| Unlimited Landline & Mobile - Australia + 2000 International minutes | $30 | |
| Fetch Entertainment | Additional Monthly Fee | |
|---|---|---|
| Fetch Subscription | Fetch Subscription | $10 |
| Multiroom | Multiroom Subscription (Per additional box) | $10 |
| Channel Packs | Additional Premium Channel Packs | From $6 |
| Ultimate Channel Pack | $20 | |
| Setup Fee | Setup Fee Per Box | $60 once off |
| Hardware | Fetch Mini STB | (Included in setup fee) |
| Fetch Mighty PVR | $180 once off | |
| Minimum Total Cost | $70 (Monthly Fee x Contract Term + Setup Fee) | |
nbn Fixed Wireless speeds will be lower than other nbn access types.
| Pay as You Go call rates | |
|---|---|
| Local Calls | 20c untimed |
| National/Interstate Calls | 20c Per call |
| Australian Mobile Calls | 36c Per Minute |
| Cost of standard 2 min call to Australian Mobiles | $1.17 |
| 13/1300 Calls | 44c Per Call |
| Flag Fall | 45c |
| International Calls | Please visit www.iprimus.com.au/product-info |
Service availability
Service not available to all areas, homes or customers. While we perform preliminary qualification checks upfront for broadband service availability, the type of service offered (nbn, Opticomm or RedTrain Fibre) may be subject to further qualification checks to determine what is available at your location. If we are unable to connect all your bundle services, we will attempt to contact you to discuss further options first or if we can’t contact you after making reasonable attempts, we will cancel your order.
A modem capable of transfer speeds greater than 250mbps is necessary for Home Superfast or 1000mbps for Home Ultrafast. iPrimus modems are capable of these speeds.
Available contract terms
All iPrimus broadband plans are month-to-month contracts. Hardware repayment options are available for the Wi-Fi modem (12 months) and Fetch Mighty PVR (18 months).
Usage information
For information about your current usage levels please use the iPrimus account toolbox, available at toolbox.iprimus.com.au or contact Customer Service.
Installation & setup
Standard installation is included. Non-standard installations may incur additional costs.
Connection fees
nbn Co and Opticomm charge $300 for first-time connections in new developments. Additional charges may apply for subsequent connections requiring installation of additional equipment.
Hardware
For your internet service, you may need a nbnTM or Opticomm connection box, (plus a nbnTM outdoor antenna for Fixed Wireless services) and a compatible modem. If you have elected to use your included VoIP service, you will need compatible telephone handset.
| Device | Payment Option | Total Cost |
|---|---|---|
| Wi-Fi Modem | Included with you stay connected for 12 months | $120 |
| Mini | Included in setup fee | N/A |
| Mighty | Upfront | $180 |
A Wi-Fi modem is included with all broadband plans. Brand and model may vary. A Fetch Mini STB is included in the Fetch activation fee. You may opt to purchase a Fetch Mighty PVR as once off purchase. Hardware may be refurbished and is yours to keep. For warranty information please refer to https://www.iprimus.com.au/support/warranty-repairs/
You may receive a notification to return the nbn connection box to us (e.g. where the equipment is faulty). If you fail to return the nbn connection box within 30 days of receiving such notification, you may be charged a non-return fee of $140.
The nbnTM connection box is the property of nbn co and must remain at the property when you leave.
Plan inclusions
This is a bundled plan. If you cancel or transfer either service (Home Phone or Internet) in the bundle, iPrimus may suspend or terminate both services and/or may need to change plans to a standalone service at a higher monthly charge. iPrimus Acceptable Use Policy applies on unlimited data consumption. This plan does not have included calls, however call packs can be purchased and can be cancelled at any time. iPrimus Acceptable Use Policy applies on included calls. Please check the iPrimus website for all other call type charges.
Fetch channel packs
Customers can purchase channel packs on a month-to-month basis available via Fetch set top box. Fetch set top box may be refurbished. Charges for additional channel packs are $6 for each individual channel pack or $20 for the Ultimate Channel Pack. Additional a la carte channels are available for purchase. See website at www.iprimus.com.au/internet/entertainment for further details.
Payment options
Accounts must be paid by Direct Debit from a Bank Account or Debit/Credit Card nominated by you. If iPrimus allows you to pay by another method, a $2.95 non-direct debit fee applies. It is your responsibility to ensure that there are sufficient clear funds or credit limit available in your account to allow a debit payment to be made in accordance with a Direct Debit request. If there are insufficient clear funds in your account to meet debit payment fees may apply
Receiving statements
You can save & support the environment by opting for email billing. To switch to email billing, go to www.iprimus.com.au/emailmybill & complete the request, otherwise a $2.50 fee applies per paper bill.
Other information full terms
Information and pricing are correct at time of printing. All pricing is inclusive of GST. This information is a summary only. Visit www.iprimus.com.au for our Standard Form of Agreement which sets out the terms and conditions on which we provide our products & services to you.
Contact details
T: 13 17 89
Complaints details
If you have a complaint or a dispute, please contact us on the below details
T: 13 17 89
F: 1300 85 20 04
Telecommunications industry Ombudsman (TIO)
If you are still not satisfied with the steps taken by iPrimus to resolve your issue, you can seek assistance from the Telecommunications Industry Ombudsman (TIO). The TIO will only investigate complaints if you have already attempted to resolve your issue with iPrimus & is an option of last resort.
You can contact the TIO on the below details
T: 1800 062 058
W: http://www.tio.com.au/about-us/contact-us
Broadband education package
To better understand broadband technologies and the factors that can influence the performance of your broadband service, you can visit the Communications Alliance Broadband Education Package website at https://www.commsalliance.com.au/BEP