CRITICAL INFORMATION SUMMARY
CRITICAL INFORMATION SUMMARY
THIS SUMMARY DOES NOT REFLECT ANY DISCOUNTS OR PROMOTIONS WHICH MAY APPLY FROM TIME TO TIME.
INFORMATION ABOUT THE SERVICE
Your plan is a bundle that includes:
• a home phone service
• Sky Fibre home broadband for your internet service.
EXPECTED SPEEDS
“Users can expect to obtain no less than 50-100% of the advertised speeds 50% of the time, based on network tests conducted in December 2015. Different speeds will be obtained at different times, depending on congestion, location, local conditions, hardware, software, the customer’s distance from the nearest Sky Fibre Base Station, the source from which a customer wishes to download data and general internet traffic”.
SERVICE AVAILABILITY
Service not available to all areas, homes or customers. While we perform preliminary qualification checks upfront for broadband service availability, the speed of service available may be subject to further qualification checks to determine what is available at your location.
If we are unable to connect your bundle services, we will attempt to contact you to discuss further options or will place your connected services on the lowest-priced plan(s) if we can’t contact you after making reasonable attempts. If this occurs, you will be notified and you may cancel your order free of charge.
YOUR HOME BROADBAND ALLOWANCE
Sky Fibre’s residential plans offer unlimited data allowance, subject to our Fair Use Policy.
INFORMATION ABOUT PRICING
Airfiber Symmetrical 25 - Apartment $59.95/month
No Contract: Minimum Cost: $258.95
Option Contract Term: 12 months Minimum Cost: $719.40
Unlimited Monthly Data
12.5 MBPS Upload Speed/ 12.5MBPS Download Speed
VOIP Phone Line with local and national calls included
Airfiber Symmetrical 50 - Apartment $79.95/month
No Contract: Minimum Cost: $278.95
Option Contract Term: 12 months Minimum Cost: $959.40
Unlimited Monthly Data
25 MBPS Upload Speed/ 25 MBPS Download Speed
VOIP Phone Line with local and national calls included
Airfiber Symmetrical 100 - Apartment $99.95/month
No Contract: Minimum Cost: $298.95
Option Contract Term: 12 months Minimum Cost: $1199.40
Unlimited Monthly Data
50 MBPS Upload Speed/ 50MBPS Download Speed
VOIP Phone Line with local and national calls included
Airfiber Symmetrical 25 - House $69.95/month
No Contract: Minimum Cost: $268.95
Option Contract Term: 24 months Minimum Cost: $1777.80
Unlimited Monthly Data
12.5 MBPS Upload Speed/ 12.5MBPS Download Speed
VOIP Phone Line with local and national calls included
Airfiber Symmetrical 50 - House $89.95/month
No Contract: Minimum Cost: $288.95
Option Contract Term: 24 months Minimum Cost: $2,257.80
Unlimited Monthly Data
25 MBPS Upload Speed/ 25 MBPS Download Speed
VOIP Phone Line with local and national calls included
Airfiber Symmetrical 100 - House $129.95/month
No Contract: Minimum Cost: $328.95
Option Contract Term: 24 months Minimum Cost: $3217.80
Unlimited Monthly Data
50 MBPS Upload Speed/ 50 MBPS Download Speed
VOIP Phone Line with local and national calls included
INSTALLATION AND SET UP COSTS
In addition to the monthly charge, you’ll pay the following:
Professional installation $199 for standard professional installation (waived for apartment contract holders, and reduced to $99 home service contract holders.)
CONTRACT TERM AND EARLY TERMINATION
Contracts maybe entered into by the customer by either signing a contract agreement, or by agreeing to these terms and conditions on commencement of the Service. Usage of the Service constitutes agreement to these terms and conditions. If you have agreed to a 12-month or 24-month contract term, usage of the service constitutes agreement to pay the agreed fees for the duration of the contract term. Sky Fibre Service is delivered for the following agreed contract terms:
- No lock-in Contract (month-to-month contract)
- 12 months contract
- 24 months contract
If you have agreed to a 12-month or 24-month contract term, and choose to disconnect your service while the account is still under contract, a cancellation or early termination fee will apply which will reduce each month of your contract term based on the following:
0 – 12 months - 100% of the Maximum Cancellation Fee
13 – 15 months - 80% of the Maximum Cancellation Fee
16 – 18 months - 60% of the Maximum Cancellation Fee
19 – 21 months - 40% of the Maximum Cancellation Fee
22 – 24 months - 20% of the Maximum Cancellation Fee
Whether you are on a contract or on a no lock-in contract and you wish to terminate your account and discontinue your service, you are required to give us a 30 days’ cancellation period notice. This notice must be sent in writing by email to [email protected]. The 30 days is calculated from the day the notice is received by Sky Fibre, including the day of receipt. Your cancellation will be effective 30 days later and you will be billed until then.
MOVING HOME
If you are moving home within Sky Fibre’s coverage area, a re-connection, install and activation fee of $199 will apply. If you are moving to an area not serviced by Sky Fibre, the Early Termination Fees (below) apply.
BILLING
Your bill is issued on the same date each month. On your first bill, you‘ll also be charged for the days left until your next billing cycle begins. This means your first few bills may be higher or lower than expected. This service requires paperless billing and electronic payment.
CHANGING SERVICE
No downgrade from one plan to another is possible for the duration of a contract. This includes but is not limited to, a downgrade that reverses a previous upgrade. A downgrade is defined as moving from one plan to a second plan where the second plan has a smaller monthly recurring fee. Outside of a fixed-terms contract, a downgrade charge is payable as set out in the Fees & Charges Summary Table.
Requesting an upgrade or migrating to a higher plan, does not shorten the terms of the agreement or terminate the agreement, which will continue to apply for the term.
If you wish to relocate your Service to another location or area which falls under Sky Fibre coverage, you will need to pay a reconnection fee which covers the cost of installation and reactivation of the service at your new location.
If the Customer’s account is disabled for any reason, a reactivation fee as set out in the Fees & Charges Summary Table will apply. Unless Sky Fibre or the Customer terminates the account, after expiry of the initial contract term, the account will continue to renew for rolling 30 day periods, and will continue to be provided subject to these Terms.
WE’RE HERE TO HELP
Please visit SkyFibre.net.au/contactus if you have questions about your service, technical support, or connection. Alternatively you can call us on 1300 739 288.
COMPLAINTS OR DISPUTES
If you have a problem or complaint about your service, contact us on [email protected] and we will work with you to resolve it.
FURTHER INVESTIGATION
If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information online at tio.com.au/about-us/contact-us
