Product Details and Service Specifications
NBN Business 500Mbps/200Mbps Internet Service
Business Grade Internet Service Specification
- Product Specification
- Suitability
- Service Availability
- Critical Information Summaries
NBN 500/200 Service Specification
Our NBN 500/200Mbps Internet Service is a Business grade internet service delivered on Australia’s National Broadband Network (NBN)
This service is available to Business entities with a valid ABN or ACN.
This service has a download service speed of up to 500Mbps
This service has a upload service speed of up to 200Mbps
The service is only available in selected coverage areas.
Telnetworks is able to supply and connect your service onsite. We are also able to provide a router or firewall device. Additional charges may apply for these services.
The advertised speeds are not guaranteed and may vary due to a multitude of factors.
Service Suitability
- This service has an average download speed of 500Mbps
- This service has an average download speed of 200Mbps
- This service is suitable for high-bandwidth business environments with substantial concurrent usage, cloud services and upload requirements.
Service Availability
This service is available on the following technologies –
- Fibre to the Premises (FTTP)
Our commitment to our customers
This Critical Information Summary (CIS) provides important information about Telnetworks Business NBN Internet services to help you understand the service before you order.
Please read this document together with the Telnetworks service terms, applicable pricing, Acceptable Use Policy, Privacy Policy and any other applicable terms and conditions.
The service available to your business depends on the NBN technology, infrastructure and service qualification at your premises. Not all speed tiers are available at all locations.
Actual speeds and performance may differ from maximum advertised or wholesale speeds due to factors including the NBN access technology, network conditions, congestion, equipment, Wi-Fi, internal business networking and other factors outside Telnetworks’ control. nbn also notes that customer experience can be affected by access technology, busy-period usage, equipment, software and the way a provider designs its network.
Your Plan Information
| Plan Name | Download Speed | Upload Speed |
|---|---|---|
| NBN | 500Mbps | 200Mbps |
Telnetworks is offering you the above Business NBN speed plan.
Important: The above speed is an advertised speed and not a guarantee of the speed that will be achieved at your service premises.
Service Qualification
Please note that this service may be restricted and/or cancelled if:
- You fail to pay your bill and/or your direct debit fails
- You are abusive to our staff
- You breach our terms and conditions or our Acceptable Use Policy
What is included With This Internet Service Plan
This NBN service includes:
- An NBN broadband service supplied through the NBN network and Telnetworks.
- The above mentioned download/upload speed tier, subject to availability at your premises.
- Access to Telnetworks technical support in accordance with the applicable service terms.
- Connection to the internet through the Telnetworks network.
Additional services such as business telephone systems, VoIP, SIP trunking, managed IT, cyber security, networking, Wi-Fi, hosting and dedicated connectivity may be available separately from Telnetworks.
You will need to arrange these services separately to this service order.
What is not included with this NBN Service
Unless specifically stated in your order or service agreement, the following are not included:
- Internal business network installation or remediation.
- Customer-owned LAN, Wi-Fi, switches, firewalls or other networking equipment.
- Computers, servers and other end-user equipment.
- Third-party software or cloud applications.
- Business telephone or VoIP services.
- Cyber security services.
- Dedicated or enterprise-grade fibre services.
- Charges associated with non-standard installations or customer-requested work.
Additional services may be purchased separately, where available.
Monthly Charges
Other Possible Charges
Charge | Amount |
Connection/activation | $299.95 |
Installation | $299.95 |
Modem/router | $99.95 |
Static IP | $19.95 |
Service relocation | $299.95 |
Cancellation/early termination | Remainder of Monthly Recurring Charges |
Failed appointment / missed technician appointment | $499.95 |
Non-standard installation | Quoted |
Minimum contract period
Minimum contract term: 24 Months
If a minimum contract term applies, the applicable early termination charges are:
Early termination charge: $139.95 multiplied by remainder of months on contract
If no minimum term applies:
Minimum term: No minimum contract term.
Cancellation: No Cancellation Fee
NBN technology and availability
The NBN access technology available at your premises is determined by the infrastructure serving your location.
NBN technologies can include
- Fibre to the Premises (FTTP)
- Fibre to the Building (FTTB)
- Fibre to the Curb (FTTC)
- Fibre to the Node (FTTN)
- Hybrid Fibre Coaxial (HFC)
- Fixed Wireless and Satellite technologies.
Not every speed tier is available over every NBN technology. For example, nbn currently identifies its Business 250 Essentials service as available over FTTP and HFC, while its higher Business Pro tiers are available over FTTP. Telnetworks will confirm the available service and maximum speed for your premises before the service is provisioned.
Address qualification is required before ordering.
Speeds and performance
The speeds stated in this Critical Information Summary represent the selected plan’s advertised/maximum speed profile, subject to the technology and service available at your premises.
Your actual internet experience may be affected by:
- NBN access technology
- NBN network conditions
- congestion and busy-period demand
- Telnetworks network configuration
- your router/modem
- Wi-Fi performance
- internal cabling
- switches and firewalls
- The Number of simultaneously connected users and devices
- cloud applications and other applications being used
- remote servers and services
- software configuration
- factors outside Telnetworks control
Busy period performance
Typical busy-period download speed: 440Mbps
Typical busy-period upload speed: 178Mbps
Customer Equipment Requirements
This service supplied to you requires compatible customer premises equipment (CPE) such as a modem/router or other approved networking equipment.
Customer-owned equipment permitted: Yes
The performance of your service may be affected by the equipment used. In particular, a high-speed NBN service may require suitable Ethernet, router, switching and Wi-Fi equipment to make effective use of the available bandwidth.
Power failure & business continuity
The use of this service generally requires mains power.
If there is a power failure at your premises, your internet service and services that rely on it may stop working.
This can affect:
- VoIP telephone services
- cloud phone systems
- internet-dependent security systems
- some medical or monitoring equipment
- EFTPOS and payment systems
- remote access
- cloud applications
- other services dependent on internet connectivity.
You should consider an appropriate backup power and connectivity solution for critical business services.
If you operate an alarm, medical device or other critical service, check compatibility with the relevant service provider before opting for this service.
Static IP addresses
Static IP address availability depends on the selected service and configuration.
Static IP included: No
Additional static IP charges: $14.95
If your business requires a static IP address for:
- VPNs
- remote access
- servers
- security appliances
- firewall configuration
- other business applications
Please advise Telnetworks upon ordering service.
The static IP address allocated to you will be confirmed in writing after service delivery.
Technical support
Telnetworks provides technical support for its business connectivity services.
Support hours: 9AM to 5PM – Australian Eastern Standard Time – Monday to Friday
Support contact: +61 3 8373 7788
Support E-Mail: noc@telnetworks.net.au
After-hours Support: +61 3 8373 7788
Fault Reporting: Please call above after hours support number or Lodge an online Technical Support Request.
Support covers the Telnetworks service and relevant network components in accordance with the applicable service terms.
Customer equipment, internal networks, third-party applications and services outside Telnetworks network may require separate investigation or support.
Complaints and dispute resolution
We aim to resolve complaints quickly and fairly. If you have a complaint about this service, you may use the following resolution process.
Step 1 — Contact Telnetworks
Contact our support or customer service team:
Phone: +61 3 8373 7788
Email: noc@telnetworks.net.au
Online:
Please provide your account/service details and a description of the issue on our online form.
Step 2 — Escalation
If you are not satisfied with the initial response, you may request escalation under Telnetworks complaints-handling process.
Step 3 — Telecommunications Industry Ombudsman
If your complaint remains unresolved, you may be able to contact the Telecommunications Industry Ombudsman (TIO)
Disclaimer
NBN availability, technology, speeds and service features vary according to location, network technology, infrastructure and service qualification.
Actual end-user performance may differ from maximum advertised or wholesale speeds.
Plan names, speeds, inclusions, pricing, charges and service-level terms may change.
The information in this CIS should be read together with the applicable Telnetworks service agreement and current pricing.
Before ordering, Telnetworks will confirm the applicable service, price and terms for your premises.
Contact Telnetworks
Head Office:
Suite 603, Level 6
370 St Kilda Road
Melbourne VIC 3004
Australia
Telephone: +61 3 8373 7788
Email: info@telnetworks.net.au
Website: www.telnetworks.com.au