I am already on your monthly plan. Can I pay weekly?+
You cannot pay weekly if you are on our existing monthly plan. You will have to terminate your existing contract with us and buy a new weekly payment plan. If you want to change to the weekly payment plan contact us. You will need to sign a new agreement and a new agreement term (24 months).
What are the payment options?+
You can pay only with your credit card or direct debit. An advance payment of $25 on your direct debit which will contribute to or cover your first payment or a pre-authorization of $25 on your credit card which will be refunded. The refund could take a week or two, that’s the banks not us.
How long will it take to finally get connected?+
We will get you connected latest within 10 working days, under best circumstances. Transfer from another fibre broadband provider takes only a couple of days. Please understand that some new installations are more complex than others and could even require digging up the footpath to get to your home. We will keep in touch with you every step of the way to ensure you are fully up to date with progress. Our supplier tries for “same day service” so add a couple of extra days and you could see service very quickly!
What if I do not want to continue with the plan after sometime?+
We will be very sad to see you go as everyone enjoys high speed fibre internet access. However, if you must, there is an early termination fee of $199 that you will have to pay and we require 30 days’ notice of the early contract termination. This helps us with our supplier.
Before you go we would work with you to resolve your issue whether it’s technical or financial and try to help work it out with you. There is more information and detail on our Terms and Conditions of Service
What is free router?+
When you sign up for a 24 months contract with us, we give you a high performance gigabit router absolutely free. You just have to pay for the one time courier charges of $14.95. With our 12 month contract, the router is available at an upfront payment of $49 and with no terms, it costs $99 upfront. A router can also be rented for $2 every week. The courier charges are applicable for these cases too.
What happens if I fail to pay for some reason?+
A $5 penalty fee for every payment dishonor will be collected with the following week’s payment. Your connection will be blocked if your next payment also fails due to lack of funds in your accounts. If your payment failure reason is anything else but lack of funds, your connection will be blocked immediately. One week later the connection will be removed from our system as well as the line provider. There will be a reconnection fee of $65 for every reconnection. We allow the extra week before completely removing the connection from our system to give you time to work it out. Please bear in mind even if we stop service and remove you from the system, you are still liable for the payment and we will take steps to recover that. Visit our Payment Options page.