Critical Information Summary for DSL

Information About the Service

Information about the service

Description of Service

Description of Service

Our DSL service delivers high-speed broadband with a monthly included data allowance over either the Telstra Wholesale Network, AAPT or TPG network depending on your location. You can choose to have the speed reduced (shaped) to 64Kbps once you used up all your included allowance or you can continue using the service at the same speed and pay excess data charges.

Bundling

Bundling

You must have a dedicated phone line with for this service to work. This service is not conditional on you having a phone line with us and equally the phone line rental is not included in the service. Please contact us if you wish to have a service that also includes a phone line with us.

Mandatory Components of the Service

Mandatory Components of the Service

You will require a modem/router for this service. The monthly fee does not include the cost for a modem/router but you may purchase one from us at an additional cost. Please contact us for further information.

Minimum Contract Term

Minimum Contract Term

6 months or 24 months

Availability of Service

Availability of Service

DSL services may not be available in all areas depending on technical/commercial/security reasons which could affect our ability to connect at your premise. Make enquiries with our sales team on 02 4984 2088.

Hardware We Provide

Hardware We Provide

All hardware we provide is covered by the manufacturers' 12 month warranty. For inside use we provide Mikrotik's RB951-2n is the home wireless AP for you. It is small and compact, has five Ethernet ports and a 802.11b/g/n wireless AP with an antenna built in. Wireless chip model AR9331-AL1A Wireless standards 802.11b/g/n Dimensions 113x89x28mm Operating temperature range -20C .. +50C Max Power consumption 3W. For wireless DSL Type A, Mikrotik's SXT Lite5 is a low cost, high transmit power 5GHz outdoor wireless device. It can be used for point to point links or as a CPE for point to multipoint installations. Max Power Output 8W Operating Temperature -30C .. +80C Dimensions 140x140x56mm Wireless Standards 802.11a/n Wireless Chip Model AR9344-BC2A. For Wireless DSL Type B, Mikrotik's GrooveA 52HPn which is weatherproof, durable and ready to use. It has one 10/100 Ethernet port with PoE support and a built in wireless radio. It has software selectable 2 or 5GHz wireless mode, and high 500mW output power! GrooveA has also supports AP mode. Wireless chip model AR9342-BL1A Wireless standards 802.11a/b/g/n Dimensions 177x44x44mm, 193g Operating temperature range -30C to +70C Max Power consumption Up to 0.19A at 24V (4.56W)

Managing Your Spend

Managing Your Spend

If you are a residential customer, we will help you control your spend by providing you with notifications via email when you reach 50%, 85% and 100% of your data allowance that is included in your broadband plan. Usage notifications do not happen in realtime but are processed the following day, so there will be up to a 48 hour delay to receive the notification. When you reach your data allowance, the default settings on our plans are to not bill for excess charges but to throttle your download speed.

Information About Pricing

Information about pricing

Activation/Setup Charge

Activation/Setup Charge

A once off connection fee applies and is listed in the pricing table and included in the total cost over the contract period. If on a 6 month period churning from another DSL provider, the fee is $59 (on a 24 month contract this fee is waived). An ADSL splitter is required and costs $19.95. A modem/router for this service is typically $99.

Early Termination Charges

Early Termination Charges

Early Termination Charges will apply if you cancel your service within your contract term. It will be calculated by $monthly fee x months-abandoned/months-total. e.g.

Data Usage Charges

Data Usage Charges

There are no excess data usage charges but the excess traffic is shaped. Alternatively, you can continue using the service at the same speed and pay excess data charges which are charged at $3/GB.

Table of charges

Table of charges

Once your contract term is up, the agreement reverts to a month-to-month basis.

Credit Card Surcharge

Credit Card Surcharge

There is a $2.00 credit card surcharge when paying accounts by credit card. There are no surcharges for direct debit payments.

Other Information

Other information relating to the service

Complaints and TIO Information

Complaints and TIO Information

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact. If you wish to complain, please contact us: - by phone on 02 4984 2088 - by email feedback@nelsonbay.com - by fax 02 4984 2099. If we can't resolve your complaint, you can contact the TIO as follows: Phone: 1 800 062 058 Fax: 1 800 630 614 Online: http://www.tio.com.au/making-a-complaint The services of the TIO are free of charge.