Critical Information Summary
upstream | ABN: 39 159 555 889
upstream NBN™ Enterprise Ethernet Low CoS PLAN
Information about the service
upstream’s nbn™ broadband service uses NBNCo infrastructure. NBN Enterprise Ethernet (EE) is a carrier-grade Fibre Ethernet service, delivered from an NBN Co Fibre Access Node (FAN) directly to the premises.
The service to be provided by NBNCo infrastructure to deliver broadband to your premises.
|Is the offer part of a bundle?||No|
|Is the customer required to buy any goods as part of the offer?||Optional (See below)|
|Does the offer have any minimum term of use?||36 months|
What Is Included:
Your NBN EE Low CoS plan comes with your chosen speed, Low Class of Service, Unlimited Internet Usage, No Excess Usage Chargers, 12 Hour SLA.
What Is Not Included:
This plan does not include any hardware or equipment.
You may use your own router provided it is compatible with our service. Ask us for information on approved routers. Alternatively, you may purchase your router from us.
Service Class Explanation
Low CoS (100% EIR): Speeds include best effort contention and are not guaranteed. This is best for Web Browsing, File Transfer, E-Commerce and E-mail. Speeds can be affected by factors such as, but not limited to; network utilisation and congestion, your equipment, the remote party you’re accessing, and fibre transmission overheads.
upstream, via NBN Co, will provide a Network Terminating Device (NTD) used to facilitate connection to the network. This NTD is owned by NBN Co and must be returned to upstream or NBN Co on termination of the service. An incorrect callout fee may also be charged in the event an upstream or NBN Co installer attends your site for installation of the NTD but the site is not ready for installation on the day we schedule with you.
The supplied NTD has a maximum aggregated throughput of 1000Mbps/1000Mbps, which may affect the ability of multiple ordered products supplied using the same NTD to achieve maximum throughput simultaneously.
upstream NBN EE is only available to ABN holders located at fully qualified premises within the NBN Co national network footprint, with connectivity to an NBN Co Fibre Access Node (FAN).
Suspension Or Cancellation Of Service
Please note that this service may be suspended and/or cancelled if:
- You fail to pay your bill
- You are abusive to our staff
- You breach our terms and conditions or our fair use policy.
Charges for using this service
|Speed (mbps)||100/100 mbps||250/250 mbps||500/500 mbps||1000/1000 mbps|
|Total minimum cost over 36 months||$15,300||$21,060||$28,620||$38,700|
The pricing listed above includes GST and is based on an Off-Net CBD Zone. Other Zones are priced on application.
We will bill you in advance for the minimum monthly charge and features. Your first bill will include charges for part of the month from when you took up your plan until the end of that billing cycle, as well as the minimum monthly charge in advance for the next billing cycle.
Relocation & Service Change Fees
If you wish to relocate your service, we price this on a per-application basis.
Service charges (excluding bandwidth or assurance upgrades) attract a charge of $375 + GST. In the event your service change required additional labour or material to complete these fees is priced on application.
Your order will not be subject to any additional build charges should your premises be classified as Category A by NBN Co. Premises classified as any other Service Class or Category, however, may be subject to additional build charges and a quote will be provided before commencement of any installation activities.
Early Termination Charges Apply
If you cancel your service or it is disconnected for any reason within the contract term you will be charged an Early Termination Fee (ETF) comprised of your minimum monthly commitment, multiplied by the months remaining in your contract. You must provide 30 days written notice to us to disconnect a service.
Order Withdrawal Fees
If you withdraw your order prior to the associated service completion advice being issued by upstream, the following order withdrawal fees will apply:
- upstream hasn’t yet accepted the order = no chargers $0
- NBN Co has accepted the order but did not undertake any build activities as a precursor to offering and supplying the withdrawn service = ETF x 50%
- NBN Co has accepted the order and undertook any build activities as a precursor to offering and supplying the withdrawn service = ETF x 85%
- The physical build is complete and upstream receives service completion advice from the carrier = Full Early Termination Fee (ETF)
NBN EE includes the following Premium Assurance Option:
- 12 Business Hour fault restoration*
- 8hr Fault rectification 24/7, SLA rebates, 99% Service Availability Guarantee - $130 p/m
- 4hr Fault rectification 24/7, SLA rebates, 99.95% Service Availability Guarantee - $220 p/m
*Metro areas only. 26 business hours for Regional areas and 40 business hours for Remote areas if site visit required. Commitment is an estimated restoration window, is not guaranteed and does not include a rebate.
Typical installations take between 6 and 8 weeks to complete. Timeframes can depend on building management approval and site access. Where commercial works or additional build works are required, the installation may take longer.
Usage and Spend Management
upstream has spend management tools which are designed to assist you in managing your spend. You can check your monthly usage in your MyAccount Portal.
The My Account portal can be found at: https://myaccount.upstreamtech.io
Customer Service Contact Details:
Phone: 1300 366 165
Monday - Friday, 9am-5pm Canberra time.
Dispute Resolution Process
If you are dissatisfied with the outcome of your customer service request and wish to take the matter further, a complaint should be made in writing. For more information see our complaints handling policy.
Telecommunication Industry Ombudsman
If you are dissatisfied with the outcome of your complaint following the Complaints Handling Policy, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation.
The TIO can be found at www.tio.com.au/making-a-complaint or by calling 1800 062 058.