Unlimited Mobile Broadband

Information about the service

This is a mobile data service supplied on Digital Soul Australia's own mobile network at Pallamallawa, New South Wales. It carries data only. It does not carry voice calls or SMS, and it cannot be used to call emergency services on 000, 112 or 106, at any time. You must keep another means of calling emergency services. If you put this SIM in a mobile phone, the phone will not place an emergency call over our network.

Unlimited Mobile Broadband is a portable internet service delivered over our 4G mobile network. You put the SIM in your own compatible phone, tablet, hotspot or router and use it within our coverage area.

You can have an eSIM, which we email to you as a QR code, or a physical SIM posted to you. An eSIM can be downloaded to one device once. If you need it re-issued, message us from My Account and we will check it is you before we do.

This plan is for your own device. We do not supply a router with it.

Data only. No phone number, no voice calls or SMS. It cannot call 000, 112 or 106 at any time. Keep another way to call emergency services.

Where it works. It works inside the area on our mobile coverage map. The map is predicted outdoor coverage. Indoors and in vehicles it will be weaker. Check your address before you order. The coverage area is shown on our mobile coverage map at digitalsoulaustralia.com.au/mobile/coverage. It is a prediction of outdoor coverage, not a guarantee.

Minimum term

There is no minimum term. This plan is month to month. You can cancel at any time from My Account and no early termination charge applies. Cancellation takes effect at the end of the month you have paid for.

Information about pricing

The monthly charge is $49 including GST.

Upfront charges. A posted SIM and an eSIM are both free. There is no installation fee.

When you pay. You pay for this service in advance, each month, by card. You are not billed after use. If a payment fails we pause your service until it is paid, and we may cancel it if it stays unpaid for 14 days, after the notices the law requires. We do not charge a card surcharge.

Price changes. If we change a price or another term of this offer in a way that is detrimental to you, we give you at least 30 days written notice explaining the change and your options, the change does not take effect for you during that notice period, and you have a genuine right to cancel before it takes effect without an early termination charge.

Minimum total cost is the upfront charge for your option plus the first month's charge. This plan is month to month, so there is no longer commitment to add. There is no installation fee, no activation fee and no early termination charge.

Data

Data allowance: Unlimited per month. Unlimited data and no speed cap. Our Acceptable Use Policy applies, the same as on every plan we sell.

There are no excess data charges and no data allowance to run out. Our Acceptable Use Policy at digitalsoulaustralia.com.au/aup explains the limited circumstances in which we may manage traffic to protect the network or other customers from abuse. It is not a limit on ordinary use.

Checking your usage. This is a data only service, so there are no call records. You can ask us at any time for whatever data usage information we hold for your service, by messaging us from My Account at digitalsoulaustralia.com.au/account/support or emailing enquiries@digitalsoulaustralia.com.au. Where our network can measure your service, your service page in My Account also shows the data it has carried today and this month.

Speeds

Speeds vary. You share the cell and our backhaul with everyone else on it, so what you get depends on how busy it is, your device, where you are and what sits between you and the tower. We will publish a typical evening speed once we have 30 days of real measurements from customers, not before.

We have not published a typical evening speed for this plan because the service is new. We will publish one here after 30 days of measurement from live customers, and we will not state one before then.

The things that affect your speed are the number of people using the same cell at the time, the capacity of the shared backhaul that connects our site to the internet, your device, where you are, and what is between you and the tower. There is no speed cap on this plan.

Qualifications

Emergency calls. Our network does not carry emergency calls and never will while this service is supplied as a data only service. A mobile phone can sometimes reach emergency services over another carrier's network even when its own SIM cannot be used, but that depends on the phone and on whether another carrier has coverage where you are. We do not supply, control or guarantee it, and many devices used on a data plan cannot make a voice call at all. Do not rely on this service, or on a device using it, to call for help. Priority Assistance is not available on this service.

It works inside the area on our mobile coverage map. The map is predicted outdoor coverage. Indoors and in vehicles it will be weaker. Check your address before you order.

Your device needs to do 4G on band 1 (2100 MHz). Most phones, tablets and 4G routers sold in Australia do. For eSIM you need a device with eSIM built in.

An eSIM can be downloaded to one device, once. If you remove it or change device you need a re-issue from us, and we check your identity first.

The service depends on one base station. If that site loses power or its backhaul, the service stops. We do not guarantee any level of availability beyond what this summary and your agreement say.

Priority Assistance is not available on this service.

We must verify your identity before we activate your service, as the Telecommunications (Service Provider, Identity Checks for Prepaid Mobile Carriage Services) Determination requires. We will ask for your identity documents when you order and we will not activate the SIM until that check is complete.

Customer service

Message us from My Account at digitalsoulaustralia.com.au/account/support, or email enquiries@digitalsoulaustralia.com.au. Faults can be reported from My Account at any time. Our support team is in Australia.

Phone 08 9516 0603, Monday to Friday 9am to 5pm AWST.

Complaints

If you have a complaint, contact us from My Account, by email, by post or by phone; see digitalsoulaustralia.com.au/complaints. We acknowledge immediately by phone, or within 2 Working Days for email, post or another recorded channel. We propose a resolution within 10 Working Days, or 2 Working Days if urgent, and implement an agreed resolution within 5 Working Days.

If you are having difficulty paying, contact us. Applying under our Financial Hardship Policy (digitalsoulaustralia.com.au/hardship) is free and does not affect your service while we consider it.

Telecommunications Industry Ombudsman

Telecommunications Industry Ombudsman. If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service. The Ombudsman helps individuals, small businesses and not-for-profit organisations, and publishes its own eligibility criteria at tio.com.au/how-it-works/who-we-help. You can reach it on 1800 062 058 or at tio.com.au/complaints.

Who supplies this service

Your contract is with Fear Enterprises Pty Ltd trading as Digital Soul Australia, which owns and operates the network and is responsible to you for supplying this service. There is no wholesale provider in the chain.