Faraday · nbn 25/5 Mbps wholesale speed tier

What the service is

Faraday is a fixed broadband, data only internet service delivered over the nbn Fixed Wireless network to the network boundary point of your premises. It is the nbn 25/5 Mbps wholesale speed tier with unlimited data, supplied by Fear Enterprises Pty Ltd trading as Digital Soul Australia as a retail service provider, for residential and small business customers at a single premises.

Availability. We confirm the technology and attainable speed estimate for your address before we accept your order. This offer is available on nbn Fixed Wireless. We do not supply nbn Sky Muster satellite services, and this is not a fixed line offer. If your address needs a different technology or is not yet ready for service, we tell you at the address check and do not place an order.

No phone service, emergency calls and power

This is a data only service. It does not include a phone line, so you cannot make or receive calls on it, including calls to Triple Zero (000), and it will not support a medical alarm, security alarm, lift phone or EFTPOS terminal that relies on a phone line. Tell us before you order if anything at the premises depends on an existing line, so we can explain the risk. Keep a mobile phone for emergencies. The service does not work during a power outage at your premises and we do not supply a battery backup.

Priority Assistance. We cannot offer Priority Assistance. If you or someone at your premises has a life threatening medical condition and may need Priority Assistance, you should take a service from a provider that offers it, such as Telstra.

What you need

A router. Bring your own nbn ready router (any router with an Ethernet WAN port set to automatic addressing; no username, password or VLAN is needed), or buy one from us at the price in Pricing. A router we supply is covered by the consumer guarantees under the Australian Consumer Law; any stated warranty is additional and does not replace those rights. If you bring your own router we cannot confirm it supports your plan speed; check the maker's specifications before you order.

Access and consent. You must be 18 or over, and if you are not the owner of the premises you need the owner's permission for any nbn equipment or wiring work. Where nbn co needs a technician, you choose the appointment when you order and a person aged 18 or over must be at the premises for it.

Term, data and use

Month to month. There is no fixed term, no minimum contract and no early termination charge for the plan itself. Recurring billing begins only when the service is activated.

Unlimited data with no excess usage charges. The service is for use at a single premises by a household or a small business and is subject to our Acceptable Use Policy (digitalsoulaustralia.com.au/aup) and, on Fixed Wireless, nbn co's Fair Use Policy. It may not be used to provide backhaul, transit or aggregation for other premises or networks.

A best efforts service

This is a best efforts service, without business grade service levels: there are no guaranteed speeds, uptime, fault response or restoration times, and the Customer Service Guarantee does not apply to broadband. Your Australian Consumer Law rights, and the copper line speed remedy below, continue to apply.

Who supplies it. Your contract is with Fear Enterprises Pty Ltd trading as Digital Soul Australia. The service uses the nbn network and our wholesale network provider; neither is a party to your retail contract with us, and that does not affect any statutory right you may have directly against them. We remain responsible to you for our retail obligations.

Your IP address

Your service uses carrier grade NAT (CGNAT) by default, which means the public IPv4 address is shared with other customers. Most households will not notice. It can affect hosting servers or games at home, some VPNs and remote access to cameras or other devices. A static IPv4 address is available as a monthly add on: $10 ($9.09 ex GST), when you order or later from your account.

Typical evening speed

Typical evening speed (7pm to 11pm): 21 Mbps download, 3 Mbps upload. This is our estimate, in line with other providers' published figures for this nbn speed tier. Actual evening speeds may be lower. The tier figure above is the maximum possible speed off-peak, not this typical figure.

What affects your speed. Wi-Fi, your router, in-home wiring, the website or service you are using, how many people and devices are online, other networks between you and the content, and on copper and wireless connections the condition of your line or signal. Testing with a device on an Ethernet cable gives the truest picture.

Fixed Wireless

nbn Fixed Wireless is delivered as a best efforts service with no minimum defined speed. nbn co expects the tier speed to be reachable at least once in a 24 hour period, and targets a minimum average download wholesale speed on each cell of 6 Mbps during the busy hour. Speeds vary with signal strength, weather and how many people are using the tower. If nbn co reports congestion on your cell after connection we tell you, and whether nbn co has given a forecast date for a fix.

Set-up fee

$0. Standard nbn installation and activation is free.

Once-off charges

Once-off charges. Some connections and visits carry a once-off charge, inc GST. We tell you before it is likely to apply, or before an appointment is booked, and show it as its own line on your bill.

• New development charge: $360, where nbn co is connecting your premises for the first time in an area or building it classes as a new development. Payable before we place your order.
• New line or subsequent installation: from $357, where you need an additional connection at a premises that already has one, or where nbn co cannot use the existing copper line and has to install a new one. Shown at your address check and payable when you order.
• Professional installation: $198, on Fibre to the Curb and cable (HFC) only, where your premises could have been connected with a self-install kit but an nbn technician has to attend instead. Shown at your address check and payable when you order.
• Missed appointment or late cancellation: up to $99, where nobody aged 18 or over is at the premises for a booked nbn appointment, or it is cancelled after nbn co's cut off. We remind you before each appointment; tell us as early as you can if you need to move one.
• No fault found: $0 currently, There is currently no charge from nbn if a technician attends and finds no fault on the nbn network. If nbn introduces a charge, we publish the amount at least 30 days before it applies, and you accept it separately before we lodge a fault.
• Non standard installation and wiring: quoted before any work, only where nbn co needs work beyond its standard installation at your premises. We get the price, tell you the amount, and nothing happens until you approve it. We charge no more than the amount we tell you.

These are our charges and they may change; the current amounts are always shown at digitalsoulaustralia.com.au/nbn and we tell you before you take any step that attracts one. A charge you have paid is refunded in full if it is not in the end incurred.

Equipment and add-ons

Wi-Fi router suited to your plan, optional: $299 ($271.82 ex GST). Set up for our service before it ships. Paid today, delivery included, within 10 business days of your order. Or bring your own. Static IPv4 address, optional: $10 ($9.09 ex GST) a month.

Account fees

• Late payment fee: $15
• Payment dishonour fee: $15
• Paper bill fee (on request): $3.50
• Card payments: No surcharge. Paying by card is free of charges from us.

Billing and payment

The service is prepaid by calendar month. Your first month, router and any once-off charge are paid when you order, applied from activation (pro rata for the rest of that month, the balance credited to the next); refunded in full if nbn co cannot connect your address. Paid by card: the month ahead is charged on the 18th of each month. We do not charge a card surcharge. If a payment fails we tell you and retry on the 19th, 21st and 23rd, send a final notice on the 25th, and if the month is still unpaid on the 27th the service is cancelled with nbn co and ends on the last day you have paid for, never during a dispute or agreed payment assistance. Later nbn co once-off charges (for example a missed appointment) are charged to the same card. We email you a tax invoice for each charge.

Plan changes

You can move to another nbn plan available at your address at any time from your account or by contacting us. There is no change fee. An upgrade takes effect within one business day and is pro rated; a downgrade takes effect from your next billing month. No condition charge applies to this offer.

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 and a genuine right to cancel before it takes effect, without any cancellation, downgrade or upgrade condition charge.

Cancellation and early termination

Cancel any time, no cancellation fee. Your service runs to the end of the month you have paid for, or choose an earlier date and we refund the unused days, worked out by the day. Connection timing is set by nbn co. If nbn co cannot complete your order, either of us may cancel before activation and every amount you have paid is refunded in full within 10 business days.

Usage information

Usage on this plan is unlimited. Your service status, plan, invoices and payments are in your account at digitalsoulaustralia.com.au/account.

Customer service

Phone 08 9516 0603 · Email enquiries@digitalsoulaustralia.com.au · Monday to Friday 9am to 5pm AWST, with after hours fault reporting on the same number. Our support team is in Australia.

Complaints

If you have a complaint, contact us by phone, in person, live chat, email or post; see digitalsoulaustralia.com.au/complaints. We acknowledge immediately by phone, in person or live chat, or within 2 Working Days for email or post. We propose a resolution within 10 Working Days, or 2 Working Days if urgent, and implement it within 5 Working Days.

Telecommunications Industry Ombudsman

If you are not satisfied with the outcome of your complaint, you can contact the Telecommunications Industry Ombudsman for free, independent dispute resolution on 1800 062 058 or at tio.com.au/complaints.

Payment assistance

If you are having difficulty paying, contact us. Applying under our Payment Assistance Policy is free and does not affect your service while we consider it.

Accessibility

If you need this summary in another format, or need the National Relay Service (relayservice.gov.au) or an interpreter to talk with us, contact us and we will arrange it.