RELIABLE NBN SOLUTIONS IN MELBOURNE

Plan inclusions, prices and promotional offers advertised may not be available at all addresses. The service qualification address check is only a preliminary result of plans and prices available in your area. Please note that the result may vary, together with plans, prices, and promotions available at your address, as we process your order and connection.Available subject to qualification

Plan inclusions, prices and promotional offers advertised may not be available at all addresses. The service qualification address check is only a preliminary result of plans and prices available in your area. Please note that the result may vary, together with plans, prices, and promotions available at your address, as we process your order and connection.

How speed tiers work

A speed tier speed is the theoretical maximum speed of the access line connecting your premises to the nbn™. The actual speeds you experience, particularly during busy periods, may be limited by demand in other parts of the network and will typically be much slower. For more information, see about nbn™ speeds.

Typical business hour Speeds explained 

Typical business hour speed is the average speed experienced by a representative group of users between the hours of 9am and 5pm workdays. It is not a guaranteed minimum speed and past performance is not an indication of expected future speed. The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic and your physical line condition. For more information see about nbn™ speeds.

Superfast and Ultrafast nbn™ speeds are only available at FTTP and HFC-connected addresses. Download speed performance on these speed tiers will vary significantly depending on time of day. For more information see about nbn™ speeds. We particularly recommend the use of an Exetel-supplied modem when connecting to these speed tiers.About Superfast & Ultrafast Business  nbn speeds

Superfast and Ultrafast nbn™ speeds are only available at FTTP and HFC-connected addresses. Download speed performance on these speed tiers will vary significantly depending on time of day. For more information see about nbn™ speeds. We particularly recommend the use of an Exetel-supplied modem when connecting to these speed tiers.

Not all FTTN, FTTB or FTTC access lines support speed tiers above nbn12. We can't confirm your maximum access line speed until after your service has been installed. Once your service is installed and activated, your maximum access line speed will be tested. If your line will not support your chosen speed tier we will inform you and to offer move you to a lower speed tier and refund any extra money you have paid for the higher speed tier.About FTTN/B/C speeds

Not all FTTN, FTTB or FTTC access lines support speed tiers above nbn12. We can't confirm your maximum access line speed until after your service has been installed. Once your service is installed and activated, your maximum access line speed will be tested. If your line will not support your chosen speed tier we will inform you and to offer move you to a lower speed tier and refund any extra money you have paid for the higher speed tier.

Payment information

A payment verification charge of $1 may be debited to your account at the time of sale. This will be credited back to you on your first invoice. You can also organise to pay by Direct Debit to avoid the 1% Credit Card surcharge.

Service Level 

The service comes with a commitment to answer calls within 5 minutes (this applies for calls made directly into the dedicated SMB team on 1300 211 211, 8:30 am to 10 pm Monday to Friday (AEST), in normal conditions. Customers may request a one-time $10 credit if this wait time is exceeded. A best efforts Service Level applies for fault resolution. See the nbn™ Broadband – SMB Critical Information Summary (CIS) available here.

About free activation

Where advertised as such, the broadband activation fee only is free. Depending on the service ordered, there may be additional up-front charges which are not free and will be charged as per our Terms of Use. These charges include, but are not limited to, charges such as Phone Line Activation Fee or Copper Line Installation Charges, Lead-in or Additional Cabling, Equipment Charges such as Modems, Routers or Splitters, Missed Appointment Fees or any complex on site work required to provide a functional broadband service.

If you have selected a 18-month contract, a Cancellation Fee is payable if you wish to cancel this broadband service within the minimum contract term. The details of the applicable Cancellation Fee is stated in the nbn™ Broadband – SMB Critical Information Summary (CIS) available at: here

Plans with unlimited data or call allowances are subject to Exetel's internet acceptable use policy and telephone service acceptable use policy.Exetel acceptable use policy

Plans with unlimited data or call allowances are subject to Exetel's internet acceptable use policy and telephone service acceptable use policy.

Scam activity is on the rise in Australia. Scammers are using a wider array of methods, techniques, and communication avenues to reach unsuspecting victims. They are also becoming more refined at impersonating legitimate government departments, businesses, and organisations to attempt to gain access to your money and personal information. Learn more about scams and how to protect yourself here.Important information about scams

Scam activity is on the rise in Australia. Scammers are using a wider array of methods, techniques, and communication avenues to reach unsuspecting victims. They are also becoming more refined at impersonating legitimate government departments, businesses, and organisations to attempt to gain access to your money and personal information. Learn more about scams and how to protect yourself here.

Modem Payout Fee

Regardless of the service term contract chosen (18 Month Term or Month-to-Month), if the customer chooses an Exetel-supplied modem, a Modem Payout Fee will apply if you cancel your Broadband Service within 18 months of activation. The details of the Modem Payout Fee is stated in the nbn™ Broadband – SMB Critical Information Summary (CIS) available at: here

The Premium nbn100 peed tier is not available on wireless connections. The highest speed tier available on a wireless service is Standard Plus nbn75

 The Premium nbn100 peed tier is not available on wireless connections. The highest speed tier available on a wireless service is Standard Plus nbn75Speeds on wirThe Premium nbn100 peed tier is not available on wireless connections. The highest speed tier available on a wireless service is Standard Plus nbn75

Many factors affect the internet speeds achievable at your premises. These include: the connection technology at your address, the quality of the connection in your area and your premisesnetwork congestionyour in-premises wiring, equipment, and use. The factors affecting internet speeds are described in more detail below. What determines the overall speed of your connection?

Many factors affect the internet speeds achievable at your premises. These include:

• the connection technology at your address
  
• the quality of the connection in your area and your premises
  
• network congestion
  
• your in-premises wiring, equipment, and use.

The factors affecting internet speeds are described in more detail below.

Depending on your specific address, different connection technologies can be used to connect your premises to the Exetel nbn™ network. Each connection type has a different theoretical maximum speed. In addition, within each technology, multiple speed tiers may be available. The table below explains the variety of nbn™ connection.

Depending on your specific address, different connection technologies can be used to connect your premises to the Exetel nbn™ network. Each connection type has a different theoretical maximum speed. In addition, within each technology, multiple speed tiers may be available. The table below explains the variety of nbn™ connectionConnection techology and selected speed tiersDepending on your specific address, different connection technologies can be used to connect your premises to the Exetel nbn™ network. Each connection type has a different theoretical maximum speed. In addition, within each technology, multiple speed tiers may be available. The table below explains the variety of nbn™ connection

Typical business hour speed is the average speed experienced by a representative group of users between the hours of 9am and 5pm workdays. It is not a guaranteed minimum speed and past performance is not an indication of expected future speed.The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic, your physical line condition, the hardware and software you use, the location of your data source and the performance of WiFi within your building. Current typical business hour speed on the Exetel nbn™ network appear in the table below.Typical business hour Speeds  Typical business hour speed is the average speed experienced by a representative group of users between the hours of 9am and 5pm workdays. It is not a guaranteed minimum speed and past performance is not an indication of expected future speed.

The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic, your physical line condition, the hardware and software you use, the location of your data source and the performance of WiFi within your building. Current typical business hour speed on the Exetel nbn™ network appear in the table below.

Typical Evening Speed is the average speed experienced by a representative group of users between the hours of 7pm and 11pm. It is not a guaranteed minimum speed and past performance is not an indication of expected future speed.

The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic, your physical line condition, the hardware and software you use, the location of your data source and the performance of WiFi within your building. Current typical evening speeds on the Exetel nbn™ network appear in the table below.

The maximum speed that your access line is capable of (your access line speed) can only be determined once your FTTN/B/C service has been installed and tested. If this access line speed is limited for any reason (including the co-existence period), you may not benefit from selecting a higher network speed tier.Once your nbn™ service is activated, NBN Co will test your access line speed. If NBN Co advises us that your access line cannot support the speed tier you have chosen, we will give you the option to move your service to a lower speed tier and credit any difference in speed tier charges you have paid. It would help if you let us know that you wish to downgrade your plan speed tier within 3 months of your nbn™ service being activated to receive credit.

The maximum speed that your access line is capable of (your access line speed) can only be determined once your FTTN/B/C service has been installed and tested. If this access line speed is limited for any reason (including the co-existence period), you may not benefit from selecting a higher network speed tier.

Once your nbn™ service is activated, NBN Co will test your access line speed. If NBN Co advises us that your access line cannot support the speed tier you have chosen, we will give you the option to move your service to a lower speed tier and credit any difference in speed tier charges you have paid. It would help if you let us know that you wish to downgrade your plan speed tier within 3 months of your nbn™ service being activated to receive credit.

Factors specific to your access line at your address can affect your internet speeds. These include:FTTN or FTTB technologyLength of the copper line from the premises to the nodeQuality of the copper line from the premises to the nodeWeather conditionsQuality and layout of in-premises cablingInternal and external electrical interferenceHFC technologyQuality of co-axial cableQuality and layout of in-premises cablingInternal and external electrical interferenceFixed Wireless technologySignal strength or obstruction of the antenna’s line of sight to the towerWeather conditions, like extreme heat and heavy rain

Factors specific to your access line at your address can affect your internet speeds. These include:

FTTN or FTTB technology

• Length of the copper line from the premises to the node
  
• Quality of the copper line from the premises to the node
  
• Weather conditions
  
• Quality and layout of in-premises cabling
  
• Internal and external electrical interference

HFC technology

• Quality of co-axial cable
  
• Quality and layout of in-premises cabling
  
• Internal and external electrical interference

Fixed Wireless technology

• Signal strength or obstruction of the antenna’s line of sight to the tower
  
• Weather conditions, like extreme heat and heavy rain

Co-existence means that your nbn™ FTTN/B/C service, which partly uses the copper network, will co-exist with other services using the copper line from your local exchange to your premises. These other co-existing services include:

• ADSL, ADSL2, ADSL2+
  
• SHDSL
  
• ISDN
  
• Any other Copper ULL based service other than VDSL

The Co-existence period is the period of time commencing from the date you are first able to acquire an nbn™ FTTN/B/C service, up to the date which all legacy services (listed above) are disconnected from your local exchange.

The presence of legacy services during the Co-existence period may adversely affect the performance of your nbn™ FTTN/B/C service as follows:

• Cross talk
  
• Downstream power back-off applied by nbn™
  
• Other temporary measures taken by nbn™ to manage interactions between the performance of your nbn™ FTTN/B/C service and Co-existing services

NBN Co considers a nbn™ FTTN/B/C service to be within specification if the speed achieved during the Co-existence period is higher than 12Mbps down and 1Mbps up, and once Co-existence period has ended, higher than 25Mbps down and 5Mbps up – regardless of the speed tier ordered.

Exetel will always attempt to deliver the highest speed possible, however, as described above, there may be factors outside of our control. Exetel always recommends that you use the Exetel supplied modem for nbn™ FTTN/B/C services to ensure we can deliver the highest speeds possible on your copper line and to facilitate the best possible levels of support.

During peak periods, broadband speeds slow down as more users use our network at the same time. During these periods the speed of the network more generally often determine the internet speeds you experience rather than your access line speed or the speed tier you select.eeds slow down as more users use our network at the same time. During these periods the speed of the network more generally often determine the internet speeds you experience rather than your access line speed or the speed tier you select.

Internet speeds can also be affected by the source of content and by congestion at the servers providing that content. If you’re downloading, for example, from a server that is congested or has only a small capacity, it will be slow even if you have a fast office connection. If those servers are in another part of the world, speeds may also be affected by congestion on international data links.

A range of factors within your premises can affect the internet speeds you achieve:

• Internal wiring and configuration: Damaged, corroded, badly connected, or poorly configured copper lines within your premises can significantly reduce your nbn™ speed.
  
• Equipment: The quality and age of your modem, routers, and devices can all affect internet speeds, particularly at higher internet speeds;
  
• Wi-Fi interference: The location of your modem and any radio or electrical interference with other devices in or near your office will influence your connection.
  
• Usage: The number of users and devices online at once.
  
• Malware, viruses.