Critical Information Summary
upstream tech | ABN: 39 159 555 889
upstream Mobile SIM
Voice & Data Pool
Information About This Service
Service description
This mobile phone service is a “SIM-Only” service for use with an existing mobile phone handset. This service is provided with no lock-in contract and has a 1-month minimum term.
Hardware requirement
You will require an unlocked mobile phone to use this service. Our service is SIM only and does not include a mobile phone.
What's included
- Monthly Charge:
- Setup Fee: $7.95 once-off
- Minimum charge: $86.90
- National SMS: Include to AU Mobiles
- International calls: No
- Included Data: 60GB
- Network Access: 4G/5G
- Plan Speed: Capped at 250mpbs
- Data pooling: Up to 300 services per-pool. Pooled data expires at the end of each month
What's not included
This plan does not include roaming for use overseas. This plan does not include data banking, any unused pool data is forfeited at the end of the monthly service period. This plan does not include international calls or SMS to destinations other than those included on applicable plans. These plans do not include video calls, calls to satellite services, or international MMS.
Information About The Pricing Of This Service
Excess data usage
Optional additional data bolt-ons and international roaming bolt-ons are available at an additional cost through the sales team.
Other Information About This Service
Fair Use Terms
Fair Use Terms Included calls are subject to fair use. Fair use of the upstream Mobile service means that you must not use the service in an unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of the upstream or carrier network. This service is intended to be used in a way that is consistent with a typical business’ calling usage, according to statistical information known to upstream. If we determine that your use of the service or its features is at any time inconsistent with the normal inbound or outbound usage patterns for the type of service or plan that you have purchased, we have the right to suspend or discontinue service. Examples of inconsistent usage patterns include, but are not limited to, using the service in an outbound call center, or for telemarketing. We may take action if you breach this policy, including suspending or cancelling your service. We reserve the right to enact such actions for any reason, at our own discretion, without notice to you.
Usage and spend management
upstream has spend management tools designed to assist you in managing your spending. You can check your monthly usage in your MyAccount Portal.
The My Account portal can be found at: https://www.voipportal.com.au/simcards
International roaming
Our plans cannot be used while overseas.
International Roaming is extremely expensive and we recommend using a local SIM.
Coverage
upstream acts as a reseller and uses parts of the 4G and 3G mobile network and capabilities of Telstra. To see coverage maps please request a copy from your Account Manager.
This mobile plan uses parts of the Telstra 3G, 4G & 5G mobile network. upstream is responsible for the service to you (the Consumer) and is not affiliated or related to Telstra.
Billing
We will bill you in advance for the monthly charge. 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 monthly charge in advance for the next billing cycle. Your bill will be sent via email only.
Customer service contact details
Phone: 1300 366 165
Email: support@upstreamtech.io
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.
Telecommunications 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.
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