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Broadband Terms and Conditions
Each of our residential broadband plans are covered by a set of terms and conditions.
- Netspace Broadband Plans
- 256 Starter Plan
- ADSL2+ Lite Plan
- Bonus Quota Plans
- Flat Rate Plans and Shaping
- ADSL Plan Speeds
- Free Traffic
- Phone Bundle Discounts
- ADSL2+ Phone Bundles
- Netspace Account Details and Fees
- Payment Terms
- Plan Upgrades & Downgrades
- Cancellation Fees
- Service Relocation Fees
- Shipping and Handling Fees
- Standard Form Of Agreement
Netspace Broadband Plans
256 Starter Plan
The 256 Starter Plan is available only to new ADSL broadband customers and is available on all ADSL broadband agreements.
Excess usage on this plan is charged at 15¢/MB to a maximum excess usage charge of $49.95, after which shaping is imposed.
The maximum monthly cost of the 256 Starter Plan is $79.90 ($29.95 plus up to $49.95).
The monthly download allowance covers all data downloaded on Starter Plans. There are no free downloads on these plans and data blocks are not available for purchase.
ADSL2+ Lite Plan
The ADSL2+ Lite Plan is available only to new ADSL broadband customers on any length broadband agreement. Phone bundling is a requirement on this plan.
There is no excess usage on this plan. Traffic is shaped when download allowance is reached.
The monthly download allowance covers all data downloaded. There are no free downloads on this plan and data blocks are not available for purchase.
If the service is cancelled prior to the conclusion of the agreement the Cancellation Fee will be calculated using a monthly rate of $19.95 per month plus the applicable Network Termination Fee.
Bonus Quota Plans
Bonus Quota plans are only available at sign up to new customers when purchased with a Netspace Home Phone service (Bundle). Phone bundling is a requirement in order to receive and stay on the Bonus Quota plan.
Bonus quota will only apply while the customer remains on the eligible Bonus Quota plan and continues to have a Netspace Home Phone service.
If the customer subsequently moves to any other broadband plan or if the phone service is cancelled or moved to another provider the customer will no longer be eligible for the bonus quota and standard plan quotas will apply.
Bonus Quota plans are not available in all areas.
Flat Rate Plans and Shaping
All Netspace broadband plans (excluding the Starter Plans) are Flat Rate by default, meaning they have a fixed monthly download allowance after which traffic is shaped (your Internet speed is reduced to regular dial up at around 56k).
The total monthly download allowance is either Anytime (meaning that all of your quota can be used at anytime of the day or night) or it is divided into two parts: Peak and Off-Peak.
There are four possible quota types or peak/off-peak times.
Anytime Peak: 7am to midnight, 7 days a week
Off-Peak: Midnight to 7am, 7 days a weekPeak: Midday to 5am, 7 days a week
Off-Peak: 5am to Midday, 7 days a weekPeak: 10am to 3am, 7 days a week
Off-Peak: 3am to 10am, 7 days a weekFor ADSL1 these times are in your local time zone.
For ADSL2+ including Naked DSL times are according to the chart below:
Customer Location (State) Peak & Off Peak Time Zone (State) VIC/WA/SA/NT/TAS VIC NSW/ACT NSW QLD QLD Anytime
If the download quota is exceeded during a given month, your speed will be shaped for the remainder of that month.Peak-Off Peak
If the Peak or Off-Peak download quota is exceeded during a given month, your speed will be shaped for that time period only. For example, if you exceed your plan's download quota during Peak times, your Peak usage will be shaped, but your Off-Peak speed will remain unaffected.The monthly download allowance covers all data received by the service, except for data downloaded from sites on the Netspace 'free access list'. When shaped, access to sites on the 'free access list' remains at full speed, however, your access may be slowed during periods of heavy network traffic.
ADSL Plan Speeds
ADSL speeds are represented in downstream / upstream format. For example 256k/64k represents up to 256kbps (kilobits per second) downstream / 64kbps upstream. The downstream / upstream speeds refer to the maximum speeds achievable accessing the internet using a Netspace ADSL connection. Due to many environmental factors, the actual speeds achievable are likely to be less than the maximum speed that is achievable based on your plan.
For more information about ADSL speeds please see our FAQ's
Free Traffic
Currently advertised Netspace plans (excluding Starter and ADSL2+ Lite plans) have free access to the Netspace Tucows mirror and Gamespace and more. For full details see the SFoA
Phone Bundle Discounts
Generally Netspace Broadband plans have a Bundled or Stand–alone option. To qualify for a Bundle discount you must be on an eligible broadband plan and also have an eligible Netspace Phone service. For more information see the Netspace Bundle Offer.
ADSL2+ Phone Bundles
Depending on your area, some of our ADSL2+ services require phone bundling and transferring to the Netspace Complete network. Where this is the case you will be clearly advised before proceeding with your order.
Netspace Account Details and Fees
Payment Terms
Payments to Netspace can be made by credit card or direct debit. We accept Visa, MasterCard, Diners' Card and American Express.
During the connection process, Netspace will not debit your credit card or bank account until we have determined to the best possible extent that broadband ADSL is available and connectable on your nominated telephone line.
If we determine that your application will most likely succeed, the cost of your Agreement and Modem Package and first monthly fee will be charged via your nominated payment method. If your application is unsuccessful, this charge will be refunded within 7 working days.
The date upon which your ADSL connection is confirmed connected becomes your Anniversary Date. This is the date upon which your agreement starts and is also the date where your monthly data usage is calculated.
Your monthly fee will be charged each month to your credit card or direct debit account around 10 days before your Anniversary Date. A tax invoice will be sent to your primary Netspace email address whenever your account is billed.
If we have supplied you with an ADSL modem, you will own this modem at the completion of your agreement if your account is up to date with all payments.
Plan Upgrades and Downgrades
Changes from one plan to another within the same service type
ADSL1 to ADSL1
ADSL2+ to ADS2+
Naked DSL to Naked DSLNeed more speed or downloads? You are welcome to upgrade within service types at any time either during or after your agreement for free. Once you have upgraded, advertised monthly fees for the upgraded plan apply.
You can downgrade within service types if your agreement has expired or if you have previously upgraded your account during the life of the agreement. You can never downgrade to Starter Plans and you can not downgrade lower than your initial plan unless your agreement has expired. Downgrades to a plan with the same line speed (eg. 512k to 512k) are free of charge. Downgrades to a lower line speed (eg: 512k to 256k or 512 SYM to 1500k) incur a cost of $19.
You can upgrade or downgrade your plan via the MyNetspace online account tools.
Changes between service types
ADSL1 to ADSL2+
ADSL1 to Naked DSL
ADSL2+ to Naked DSL
When changing between service types you can select between the following two options:
- $0 with an 18 month contract extension*
- $99 with no contract extension*
Upgrade Offer – Upgrade to ADSL2+ on the Netspace Complete network for $0 with no contract extension* (normally $99).
Special Offer available for a limited time only. Excludes Naked DSL.
* total contract extension may be longer if ADSL2+ 160 ++ plan is selected
Naked DSL to ADSL2+
Need to re-establish a fixed line phone service? You are welcome to change from a Naked DSL service to a phone bundled ADSL2+ service any time either during or after your agreement and there is no plan change fee. Monthly fees for the ADSL2+ plan apply after plan change is completed. Phone costs are in addition to broadband plan fees.
Broadband Cancellations
Customers who cancel their broadband account or transfer to another provider prior to the conclusion of their agreement are required to pay 50% of any remaining monthly fees plus a network termination fee of $65. Customers out of contract on ADSL2+ and Naked DSL plans, who cancel or transfer to another provider, are required to pay a $65 network termination fee.
Customers must provide Netspace with 30 days written and signed notification of the cancellation or transfer of their account, unless transferring to another ISP via the ADSL1 Rapid Transfer or ADSL2+ Fast Churn process, in which case notification is not required.
Service Relocation Fees
Changes of address or service number are treated as re-connections and are charged as follows:
Customers in agreement
Customers relocating within their agreement must pay a relocation fee of:
$99 if their service has been connected for more than 6 months
$149 if their service has been connected for less than 6 monthsA fresh minimum term will apply from the commencement of the relocated service. This shall be either the remaining balance of their previous minimum term, or six months, whichever is longest.
Customers out of agreement
Customers who are out of agreement can choose to pay a reduced relocation fee by extending their agreement by a fixed period. Customers can choose between these options:
- 24 month agreement extension and no relocation charge
- 12 month agreement extension and a relocation charge of $69
- 6 month agreement extension and a relocation charge of $99
- no contract extension and a relocation charge of $129
In all cases
Should the application to relocate the service to a new telephone line or service address be rejected, a $65 Network Termination fee will be charged, together with 50% of the agreement balance as per standard early termination.Reconnection of an existing service
In cases where a third party has disabled or cancelled the telephone service line and that line has been reconnected, a re-connection fee of $149 will be charged, with no extension to the customer's agreement.
Shipping and Handling Fees
If you order an item from Netspace that requires shipment you will be charged one of two standard Shipping and Handling fees either $12.50 or $4.50.
Fee Description $12.50 Shipments that include a large item (regardless of the number of large items or whatever else is also shipped) will have a $12.50 shipping and handling charge. Large items include modems or VoIP adapters (ATAs). $4.50 Shipments of small items that don't include a modem or ATA such as line filters will have a $4.50 shipping and handling charge.
Standard Form Of Agreement
Services provided by Netspace are covered by our Standard Form of Agreement.
Naked DSL is an ADSL2+ service therefore unless otherwise specified ADSL2+ terms and conditions also apply to Naked DSL plans.
Broadband General
ADSL2+ Broadband
Naked DSL Broadband
