Please note: Information on this page applies to existing Internode customers that are migrating or relocating to NBN Fibre plans, or to existing Internode customers already on NBN Fibre plans prior to 06/09/2019.
For new customers to Internode on Residential NBN Fibre plans from 06/09/2019, please refer to the NBN Phone Service information on the NBN Fibre plans page.
Terms and Conditions
- Setting up an Internode Fibre Phone Service
- Critical Information Summary
- Total Minimum Cost
- Hardware Requirements
- General Terms and Conditions
- Specific Internode NBN FTTP Broadband Terms and Conditions
Setting up an Internode Fibre Phone Service
Choose month-by-month, or benefit from a discounted setup charge with a 24 month contract term:
| Contract Option | Setup Charges | Early Cancellation Charges |
|---|---|---|
| Monthly Contract | $148 ($49 phone + $99 broadband) |
None |
| 24 Month Contract | $0 |
If you select a 24 month contact term, and cancel your service during the initial 24 month period, you are liable for an early cancellation charge. This early cancellation charge will vary, depending if you cancel the phone component only, broadband component only, or both. |
Additional charges may apply for some NBN service installations, see Other Fees below for details.
Early Cancellation Charge (24 month contract only)
If you select a 24 month contract term, and cancel either your Fibre Phone or NBN Broadband service during the initial 24 month period, you are liable for an early cancellation charge for the cancelled component:
- For Fibre Phone:
The maximum applicable charge is $60 within the first month of the contract. The early cancellation charge reduces by $2.50 for each month (or part thereof) left in the contract. - For NBN Fibre to the Premises broadband:
The maximum applicable charge is $300 within the first 6 months. See NBN Fibre Terms and Conditions for more information on broadband early cancellation charges. - These charges cover the costs reasonably incurred by us when the contract commenced.
Number Porting Charge
If you wish to transfer an existing telephone number to Fibre Phone, and number porting is available in your area, you can do so via a Simple Number Port. It will result in the cancellation of the current copper phone service that has that number - learn more about Simple Number Porting.
In general, numbers that have been ported to Fibre Phone can be ported back to the original provider. Please note that charges apply if you wish to port out your Fibre Phone number:
- A $50 administration fee applies to port out a Fibre Phone number, unless your new provider requests us to use a Business Number Port-Out (in which case the Business Number Port fees apply).
- You will need to check with your new provider which port method they are using, as this is outside of our control.
Call Charges
All call charges are based on the destination of the call, not the source of the call. Timed charges are assessed on a per-second basis, with a minimum assessed duration of one minute per call.
Call charges may change over time - full details are available on the Call Rates page.
Critical Information Summary
The Critical Information Summary contains plan and pricing information for Internode Fibre Phone.
- Download the current Critical Information Summary for Internode Fibre Phone
- View archived Critical Information Summaries for Internode Fibre Phone
Total Minimum Cost
The total minimum cost depends on the setup option that you select, as shown in the following two tables. If you need to purchase equipment or arrange premises cabling, then your total costs may be higher.
Call charges are additional and number porting fees may apply.
1. Total Minimum Cost - Monthly Contract
The following table shows the total minimum cost on a monthly contract - that is, the standard setup charge of $148 ($49 phone + $99 broadband), plus one month of NBN Fibre plan rental, plus one month of Fibre Phone plan rental:
| Fibre Phone on FTTP NBN | Total Minimum Cost |
|---|---|
|
† Because Fibre Phone is only available with an NBN Fibre plan, the Total Minimum Cost represents 1 month of NBN Fibre plan rental (plus the standard NBN setup fee of $99), plus 1 month of Fibre Phone rental (plus the standard Fibre Phone setup fee of $49). Call charges are additional, and number porting fees may apply if transferring an existing phone number to Fibre Phone. An additional once off $300 nbn™ New Development charge applies if your premises is identified by nbn™ as being within the site boundary of a new development. |
|
| Fibre Phone Total Minimum Cost on Monthly Contract |
$227.94 |
2. Total Minimum Cost - 24 Month Contract
The standard setup charge is waived on the 24 month contract option. Please note that Early Cancellation Charges apply during the 24 month contract term.
The following table shows the total minimum cost on a 24 month contract for each option over a 24 month period - that is, 24 months of Fibre Phone and NBN Fibre plan rental:
| Fibre Phone on FTTP NBN | Total Minimum Cost |
|---|---|
|
† Because Fibre Phone is only available with an NBN Fibre plan, the Total Minimum Cost represents 24 months of NBN Fibre plan rental (plus the discounted NBN setup fee of $0), plus 24 months of Fibre Phone rental (plus the discounted Fibre Phone setup fee of $0). Call charges are additional, and number porting fees may apply if transferring an existing phone number to Fibre Phone. An additional once off $300 nbn™ New Development charge applies if your premises is identified by nbn™ as being within the site boundary of a new development. |
|
| Fibre Phone Total Minimum Cost on 24 Month Contract |
$1,918.56 |
Hardware Requirements
You need a standard telephone handset or cordless phone base station to use your Fibre Phone service. Naturally, you may only use telephone equipment that the Australian Communications and Media Authority has approved for use in Australia.
Customer Premises Cabling
We will deliver your service to the Network Boundary Point at your premises, which is defined as the physical port or 'UNI' on the NBN Network Termination Device.
Cabling from the Network Boundary Point to the location where you intend to use the service (if required) is your responsibility and you may incur charges for any installation, repair or any other work required in relation to any such cabling.
Alarms and Other Non-Voice Devices
It is your responsibility to ensure that any medical or security alarm equipment that you use will be compatible with your NBN service.
Internode cannot provide advice on equipment or services that are not provided by Internode. If you are in any doubt, you should contact the supplier of these services. Depending on the service, you may also need to register the device with nbn™ co ltd.
Your supplier should be able to advise:
- if the services they supply to you are 'NBN-or-Mobile-Ready';
- whether any equipment needs to be upgraded or replaced;
- whether any upgrades or replacements will happen as part of your normal service contract with them; and
- if any other issues relating to the performance or compatibility of your services during and after migration to an NBN-based network need to be addressed.
We also recommend that you obtain a battery backup unit if you wish to use these services.
NBN Battery Backup
You should be aware that - unlike the copper telephone network - NBN services are dependent on locally provided power. Without battery backup, you will be unable to use any NBN services during a power outage.
You have the option of ordering a battery backup for your NBN service. This battery backup will provide power to the Network Termination Device in the event of a mains power outage. The battery backup unit:
- May only last a few hours: A fully charged battery in perfect condition may last up to 11 hours. If the battery is not fully charged, kept in sub-standard conditions or is aged, it may last for less than three hours.
- Will only power the Network Termination Device: If your telephone requires mains power to function, then it will remain inoperable in a power outage, even if you have a battery backup unit.
Please note that maintenance of the battery is your responsibility. Please refer to the NBN User documentation for further details on operations and maintenance of the battery backup.
If you, or anyone else in your premises intends to use a medical or security alarm with your NBN service, we recommend that you obtain a battery backup unit. It is your responsibility to ensure that any medical or security alarm equipment you use will operate during a power outage, and that this equipment is compatible with your NBN service. If you are in any doubt, you should contact the supplier.
For more information, see 'Will my service work in a power outage?' in our FAQ
General Terms and Conditions
GST
All quoted pricing includes GST.
Your Agreement with Internode
When you apply for Internode Fibre Phone on the NBN, you should be aware that you are entering an agreement with Internode.
When you sign up for an NBN Fibre Phone with Broadband service, you agree to the Internode Customer Relationship Agreement, NBN Fibre Service Description, and the Fibre Phone NBN Service Description. These are Internode's standard terms and conditions for the Fibre Phone with Broadband service on the NBN.
Other Fees
NBN New Development Charge: $300
Additional once off $300 nbn™ New Development charge applies if your premises is identified by nbn™ as being within the site boundary of a new development. To confirm if this fee applies for your new premises, contact Internode Sales on 1300 626 669.
Incorrect Callout Fee: $297
Where we attend your premises to repair a fault reported by you, but we determine that there is no fault or that the fault is caused by Your Equipment, we may charge you a fee of $297 for attendance. You may be charged additionally for any extra materials used to repair Your Equipment, or labour beyond 2 hours.
Other NBN fees and charges
We may be charged for the below activities. Where we incur these charges, we may bill those charges to you. However, we will notify you of these charges before doing the work or when you make your appointment. We will only proceed with the activity if you agree to pay these charges.
- non-standard installations;
- subsequent installations;
- additional installations;
- changes to installations;
- cancelled appointments
- missed appointments (where you are not in attendance at the Premises at the agreed appointment time);
- repair, modification or removal of equipment;
- invalid faults (where you report a fault with your Service, and the issue is not with NBN Equipment);
- central splitter installations (where requested by you or required to resolve performance issues with your Service); and
- restored orders (where you ask for an order that has been put on hold to be reinstated).
Other Limitations
We have highlighted below some of the important limitations of the Fibre Phone service:
- Available in NBN Fibre to the Premises areas only
Fibre Phone services are only available in NBN Fibre to the Premises (FTTP) service areas. If you are within a Fibre to the Building, Fibre to the Node, or Fixed-Wireless area, we recommend NodePhone VoIP. - Priority Assistance is not available
We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order. - No Access to 19/1900 Premium Numbers
Be aware that 19/1900 premium rate numbers cannot be called from a Fibre Phone service. - Internode does not currently provide support for teletypewriter equipment.
Billing and Notifications
Invoices, Internode Bulletins, and usage warnings are sent to your Internode email address or nominated billing address. When your service is activated, you'll receive a configuration sheet with the details of your Internode email address.
If you have ordered hardware you will be required to pay for it by credit card before it is sent to you. As per the Internode Customer Relationship Agreement, payment for all recurring charges is required monthly in advance. This means that your first invoice will have the setup fee (if applicable) and the monthly plan fees for your service for the first 2 months. Billing will begin within 7 days of the service being provisioned by our carrier, or earlier if you have registered a successful login.
No charges apply until the service is confirmed as deliverable by our carrier.
Posting of paper invoices is available, but discouraged for environmental reasons. If requested, this will attract a $1.50 surcharge per invoice. Surcharges also apply to credit card payments. Full details on surcharges and payment options are available on our Accounts and Billing pages.
Specific Internode NBN FTTP Broadband Terms and Conditions
The NBN represents a new generation of broadband infrastructure, and there are some unique terms and conditions associated with these services, some of which we have highlighted below:
- You must obtain the consent of the property owner to have the NBN FTTP installation performed.
If you are not the property owner, you will need to obtain the property owner's written consent (dated and signed), and be able to provide that to Internode upon request. - NBN services are available to single dwelling units (SDUs) and multiple dwelling units (MDUs) in areas covered by the NBN FTTP rollout. Please note that MDU addresses may take longer to become available due to additional cabling requirements.
- The FTTP installation will be performed during business hours, and you will need to be at the premises to provide access for the installation technicians.
- The cabling that is required in your premises beyond the optical network termination device is your cost and responsibility, as is the provision of a suitable 240V AC power outlet.
