Important Information

• Things You Need to Know

  General Terms

  

  • 24-Month Minimum Contract terms apply ADSL/ADSL2+ & HomeTalk bundle plans.
  • Where an additional service is required but all ports for telephone services are occupied, an additional NDI will need to be installed. This will be treated as a new service.
  • We will provide the service at the address you nominate. If you relocate, Switched On may not be able to provide you with the same offer and you may incur relocation and/or cancellation charges.
  • No peak or off-peak restrictions.
  • All charges quoted are inclusive of GST.
  • To see how much data you might need, use our simple tool here.

  Important Information About VoIP

  

  • All timed calls are billed in 60 second blocks.
  • Due to the nature of VoIP technology, this may not be suitable for all customers. You must inform Switched On prior to contract connectionof any special circumstances that may not be suitable over a VoIP service.
  • In the event of a power outage (or other potential emergency situations), your VoIP telephone service may not be usable. Any requirements to contact the emergency '000' or '106' service cannot be guaranteed in this circumstance.
  • VoIP is dependant upon an active high-speed broadband connection.
  • Call quality can vary dependant upon network traffic, conditions and the hardware/software utilised by users and service providers.
  • Due to the nature of VoIP and the heaviliy reduced cost of services, a 'Customer Service Guarantee (CSG) Waiver' is required for access to this service. Please see our CSG information page for further information and copies of our CSG policy and CSG waiver.

  Important Information About ADSL

  

  • All internet services come with a free mailbox and access to 'MyInbox' - an online webmail service.
  • ADSL/ADSL2+ is not available in all areas.
  • Both downloads and uploads count towards your monthly data quota.
  • You wont be charged extra if you exceed your monthly data quota, but your download/upload speeds will be slowed down to 256kbps/256kbps.
  • You need an approved ADSL/ADSL2+ capable modem that is compatible with the Switched On Australia network. If your existing hardware is not compatible, we can provide the necessary hardware for a fee. Please contact customer service on 1300 455 620 for more information.
  • Actual download and uploads speeds will be affected by many external factors which include the number of end-users using the service at the same time, the hardware, software and software configuration, the connection method within the premises and the type/source of content being downloaded.
  • Download speeds on devices connected via a Wi-Fi modem or network extender may be slower than on devices connected by ethernet cable.
  • About 70% of customers on the 8Mbps plan can access speeds around 6Mbps or more. About 50% of customers on the 20Mbps plan can access speeds around 10Mbps or more. Some existing customers may need to purchase a new modem to achieve speeds in excess of 8Mbps.

  General Fees & Charges

  

  • A payment processing fee is charged for all Switched On bills not paid by direct debit. For Visa/MasterCard the rate is 2% of the payment amount, INC GST. For Diners Club/American Express the rate is 3.9% of the payment amount, INC GST. BPay and Post Office payment methods also incur additional charges. Visit our Bill Payment Fees FAQ for more information on these fees and the exemptions that may be available to you.
  • Early Termination Fee: $40 for every month remaining in the term of your 24-Month Agreement.
  • A fee of $20 applies when switching to a plan of equal or lesser value (we'll cover this fee if you are switching to a higher plan).

  Connection Fees

  
  

  NBN/VoIP Bundle - New Number Connection	NBN/VoIP Bundle - Churn Existing Number
  $55.00	$110.00

  Additional Fees & Charges

  

  Disconnection Fees	Standard Connection / Relocation	New Line Connection	In-place line connection with technician
  $75.00	$72.57	$367.77	$153.75

  Service Call Out Charge (M-F; 8am-5pm)*	Service Call Out Charge - after hours	Incorrect Call Out Charge (M-F; 8am-5pm)*	Incorrect Call Out Charge - after hours
  $104.54	$332.10	$156.84	$393.58

  Labour Charge (M-F; 8am-5pm)*	Labour Charge - after hours
  $61.50	$71.28

  * Excludes Public Holidays

  
  
  

• Additional Services & Charges

  Message Bank	Call Control	Silent Number	Calling Number Display	FaxMail
  $5.00	Free	Free	Free	$7.00

  
  
  

• What Payment Methods do we accept?

  •  
    

    BPay

    BPAY through your Bank

  •  
    

    Post Billpay

    At any Australia Post Office

  •  
    

    Over the Phone

    Automated pay by Phone Service

  •  
    

    Online

    Pay via our website with your Customer Number & Password

  •  
    

    Direct Debit

    Direct Deposit to our Bank Account

  •  
    

    Mail

    Mail Cheque or Money Order

• International Call Rates

  

  *International Call Rates to Top 11 Countries.

  Applicable rates for Top 11 International locations only range between 3c and 5c p/minute. These are Canada, China, Germany, Greece, Hong Kong, Ireland, New Zealand, Singapore, Taiwan, UK, and USA.

  Please check our International Call Rates for other countries and their applicable rates.

  
  
  

• Available Hardware

  Depending on the type of service you want and what hardware you already have, you may need to purchase some additional hardware in order to access either the NBN or VoIP services offered by Switched On Australia. Don't worry, we've got you covered. One of the 3 options below can be purchased in order to utilise the different services offered over our NBN and VoIP networks, and we can even arrange a payment plan where appropriate so you don't have to worry about paying everything all at once.

  NetComm NB16WV	OBihai OBi100	Gigaset A510 IP
  NBN/ADSL2+ Modem with 4 cable ports WiFi, USB and VoIP	Basic single port ATA (Analogue Telephone Adapter)	VoIP enabled handset with HD Sound with HDSP, handsfree and support for up to 3 parallel calls.
  $140	$50	$150