Broadband Terms and Conditions
Each of our residential broadband plans are covered by a set of terms and conditions.
| Broadband Plans | Account Terms and Fees |
|---|---|
Broadband Plans
256 Starter Plan (Grandfathered 09/03/2010)
For details of all Grandfathered broadband plans including the terms and conditions see the Internet Access – Grandfathered price list.
ADSL2+ Lite Plan
The ADSL2+ Lite Plan is available only to new ADSL broadband customers on any length broadband agreement. Phone bundling is a requirement on this plan.
There is no excess usage on this plan. Traffic is shaped when quota is reached.
The monthly data allowance covers all data downloaded. There is no free traffic on this plan and data blocks are not available for purchase.
If the service is cancelled prior to the conclusion of the agreement the Cancellation Fee will be calculated using a monthly rate of $19.95 per month plus the applicable Network Termination Fee.
Super 20 and Super 50 Plans
Only available to customers when bundled with a Netspace Home Phone service. The Super 15 and Super 40 plans are the respective stand-alone equivalents of these plans. Customers that subsequently transfer their phone service to another provider will be moved to the equivalent stand-alone plan.
Super 50 Plan – (pre 18th January, 2010)
Customers that selected the Super 50 plan prior to the 18th January 2010 who subsequently transfer their phone service to another provider will pay a monthly rate of $59.95 per month.
Flat Rate Plans and Shaping
All Netspace broadband plans are Flat Rate by default, meaning they have a fixed monthly data allowance after which traffic is shaped (your Internet speed is reduced to regular Dial up at around 56k).
The total monthly quota is either Anytime (meaning that all of your quota can be used at anytime of the day or night) or it is divided into two parts: Peak and Off Peak.
There are four possible quota types or peak/off peak times.
| Icon | Peak Time | Off Peak Time |
|---|---|---|
 |
Anytime | Anytime |
 |
7am – Midnight | Midnight – 7am |
 |
Midday – 5am | 5am – Midday |
 |
10am – 3am | 3am – 10am |
ADSL1 Customers: Peak and Off Peak times are based on your local time zone.
ADSL2+ Customers: Please not that previously ADSL2+ customers are based on VIC time zone. This is now changed and all customers are now in their local time zone. Use the chart below to see which timezone your Peak and Off Peak periods are based on:
ADSL2+ and Naked DSL Time Zones
| Customer Location | Peak & Off Peak Time Zone |
|---|---|
| QLD / NSW / ACT / VIC / TAS | NSW |
| SA | SA |
| WA | WA |
| NT | NT |
Anytime
If the quota is exceeded during a given month, your speed will be shaped for the remainder of that month.
Peak / Off Peak
If the Peak or Off Peak quota is exceeded during a given month, your speed will be shaped for that time period only. For example, if you exceed your plan’s quota during Peak times, your Peak usage will be shaped, but your Off Peak speed will remain unaffected.
Data from Netspace free access sites do not count towards monthly quota. When shaped, access to sites on the free access site list remains at full speed, however, your access may be slowed during periods of heavy network traffic.
ADSL Plan Speeds
ADSL speeds are represented in downstream / upstream format. For example 256k/64k represents up to 256kbps (kilobits per second) downstream / 64kbps upstream. The downstream / upstream speeds refer to the maximum speeds achievable accessing the internet using a Netspace ADSL connection. Due to many environmental factors, the actual speeds achievable are likely to be less than the maximum speed that is achievable based on your plan.
Free Traffic
Currently advertised Netspace plans (excluding the ADSL2+ Lite plan) have free access to the Netspace Tucows mirror and Gamespace and more. For full details see free traffic sites.
Phone Bundle Discounts
Generally Netspace Broadband plans have a Bundled or Stand-alone option. To qualify for a Bundle discount you must be on an eligible broadband plan and also have an eligible Netspace Phone service. For more information see the Netspace Bundle Offer.
ADSL2+ Phone Bundles
Depending on your area, some of our ADSL2+ services require phone bundling and transferring to the Netspace Complete network. Where this is the case you will be clearly advised before proceeding with your order.
New Service Line Connection Fees
In order to receive a broadband service from Netspace including Naked DSL you must have a service line connected to your house.
If you currently have an operating phone or broadband service your service line is already connected. If you do not have an active service line there may be an additional fee to have one connected.
You will always be advised if a New Service Line Connection fee is required in order to receive a broadband or phone service from Netspace. If a higher fee than advised or charged at signup is required we will always obtain your permission before proceeding.
| Description | Fee |
|---|---|
| Standard Connection (activation of a previously active service line) |
$59 |
| Connection where a technician visit is required | Up to $125 |
| New service line required | $299 |
Account Terms and Fees
Payment Terms
Payments to Netspace can be made by credit card or direct debit. We accept Visa, MasterCard, Diners' Card and American Express.
During the connection process, Netspace will not debit your credit card or bank account until we have determined to the best possible extent that broadband ADSL is available and connectable on your nominated telephone line.
If we determine that your application will most likely succeed, the cost of your Agreement and Modem Package and first monthly fee will be charged via your nominated payment method. If your application is unsuccessful, this charge will be refunded within 7 working days.
The date upon which your ADSL connection is confirmed connected becomes your Anniversary Date. This is the date upon which your agreement starts and is also the date where your monthly data usage is calculated.
Your monthly fee will be charged each month to your credit card or direct debit account around 10 days before your Anniversary Date. A tax invoice will be sent to your primary Netspace email address whenever your account is billed.
If we have supplied you with an ADSL modem, you will own this modem at the completion of your agreement if your account is up to date with all payments.
Plan Upgrades and Downgrades
Plan upgrades or downgrades can be made via the MyNetspace online account tools where existing customers will find detailed plan change terms and conditions.
Changes from one plan to another within the same service type
ADSL1 to ADSL1 | ADSL2+ to ADSL2+ | Naked DSL to Naked DSL
Need more speed or usage quota? You are welcome to upgrade within service types at any time either during or after your agreement for free. Once you have upgraded, advertised monthly fees for the upgraded plan apply.
You can downgrade within service types if your agreement has expired or if you have previously upgraded your account during the life of the agreement. You can never downgrade to Starter Plans and you can not downgrade lower than your initial plan unless your agreement has expired. Downgrades to a plan with the same line speed (eg. 512k to 512k) are free of charge. Downgrades to a lower line speed (eg: 512k to 256k or 512 SYM to 1500k) incur a cost of $19.
You can upgrade or downgrade your plan via the MyNetspace online account tools.
Changes between service types
ADSL1 to ADSL2+ | ADSL1 to Naked DSL | ADSL2+ to Naked DSL
When changing between service types you can select between the following two options:
- $0 with an 18 month contract extension*
- $99 with no contract extension*
Upgrade Offer
Upgrade to ADSL2+ on the Netspace Complete network for $0 with no contract extension* (normally $99). Special Offer available for a limited time only. Excludes Naked DSL.
Naked DSL to ADSL2+
Need to re-establish a fixed line phone service? You can do this by plan changing from Naked DSL to a phone bundled ADSL2+ service. The process and fees involved in this type of plan change differ depending on which network you are on. You will be advised in plan change which Network you are on and which fees and process applies.
Complete Network
You are welcome to change from a Naked DSL service to a phone bundled ADSL2+ service any time either during or after your agreement with no plan change fee. Monthly fees for the ADSL2+ plan apply after plan change is completed. Phone costs are in addition to broadband plan fees.
Netspace Network
Changing from a Naked DSL service to a phone bundled ADSL2+ service on the Netspace network involves disconnection of your Naked DSL service and connection of a phone bundled ADSL2+ service.
There will be downtime (a period without any internet access) of usually between 13 and 29 business days.
The fee to re-establish a fixed line phone service is:
$49 with no contract extension plus a phone line establishment fee of typically $59 – If anything more than a standard new service line connection is required, a member of the Netspace provisioning team will call you to advise you of any additional cost and obtain your consent before the order proceeds.
Monthly fees for the ADSL2+ plan apply after plan change is completed. Phone costs are in addition to broadband plan fees.
Cancellation Fees
Customers who cancel their broadband account or transfer to another provider prior to the conclusion of their agreement are required to pay 50% of any remaining monthly fees plus a network termination fee of $65.
Customers out of contract on ADSL2+ and Naked DSL plans, who cancel or transfer to another provider, are required to pay a $65 network termination fee.
Customers must provide Netspace with 30 days written and signed notification of the cancellation or transfer of their account, unless transferring to another ISP via the ADSL1 Rapid Transfer or ADSL2+ Fast Churn process, in which case notification is not required.
Service Relocation Fees
Changes of address or service number are treated as re-connections and are charged as follows:
Customers in agreement
Customers relocating within their agreement must pay a relocation fee of:
- $99 if their service has been connected for more than 6 months
- $149 if their service has been connected for less than 6 months
A fresh minimum term will apply from the commencement of the relocated service. This shall be either the remaining balance of their previous minimum term, or six months, whichever is longest.
Customers out of agreement
Customers who are out of agreement can choose to pay a reduced relocation fee by extending their agreement by a fixed period. Customers can choose between these options:
- 24 month agreement extension and no relocation charge
- 12 month agreement extension and a relocation charge of $69
- 6 month agreement extension and a relocation charge of $99
- no contract extension and a relocation charge of $129
In all cases
Should the application to relocate the service to a new telephone line or service address be rejected, a $65 Network Termination fee will be charged, together with 50% of the agreement balance as per standard early termination.
Reconnection of an existing service
In cases where a third party has disabled or cancelled the telephone service line and that line has been reconnected, a re-connection fee of $149 will be charged, with no extension to the customer’s agreement.
Shipping and Handling Fees
If you order an item from Netspace that requires shipment you will be charged one of two standard Shipping and Handling fees.
| Fee | Description |
|---|---|
| $12.50 | Shipments that include a large item (regardless of the number of large items or whatever else is also shipped) will have a $12.50 shipping and handling charge. Large items include modems or VoIP adapters (ATAs). |
| $4.50 | Shipments of small items that don’t include a modem or ATA such as line filters will have a $4.50 shipping and handling charge. |
Standard Form Of Agreement
Services provided by Netspace are covered by our Standard Form of Agreement.
Naked DSL is an ADSL2+ service therefore unless otherwise specified ADSL2+ terms and conditions also apply to Naked DSL plans.
