nbn® services from Digital Soul Australia

What the speed tier means

The speed tier on each plan (for example 50/20 Mbps) is the nbn wholesale tier. It is the maximum speed the service can reach when the network is quiet. It is not the speed you will see all the time, and the upload figure is always lower than the download figure.

Typical evening speed (7pm to 11pm, when the network is busiest) is shown for every plan in the table below. A figure marked with an asterisk is an estimate, not a measurement of our own network; the table footnote says so. We will replace every estimate with our own measurements over time.

If your line cannot reach the speed you chose (FTTN, FTTB and FTTC)

On a copper connection the speed depends on the length and condition of the copper line to your premises. Before you order we show you nbn co’s estimate of your line. Within 20 Working Days of your service becoming operational we test the speed the line actually achieves and tell you the result within 5 Working Days of the test.

If the line cannot support the tier you chose, you can move to the highest suitable lower plan at its lower price with a refund of the difference, or cancel without cost with a refund of any amount paid for service not provided as described. nbn co only guarantees 12 Mbps on a copper line that still shares a legacy service and 25 Mbps otherwise.

Power failure

nbn services do not work in a power failure. That includes this internet service and anything connected through it. If you need a service that works when the power is off, such as a medical alarm, a monitored security alarm, a lift phone or EFTPOS, you need your own backup power or a separate service. Battery backup is available only on some Fibre to the Premises connections and must be requested.

Things at your premises that slow the service down

Your router and its age, Wi-Fi rather than a cable, walls and distance from the router, the number of devices in use at once, old phone wiring on FTTN and FTTB, and the speed of the website or service you are using. Using a cable for the devices that matter, placing the router centrally, updating its firmware and using a current Wi-Fi 6 router make the biggest difference.

Medical and security alarms, phone lines and 000

This is a data only service. It does not include a phone line, so calls including 000 cannot be made on it. We do not offer Priority Assistance; if someone at your premises has a life threatening medical condition, contact Telstra, which is required to provide it.

If you have a medical alarm, a personal emergency alarm or a monitored security alarm, check with the alarm provider that it will work on the nbn before you order, and tell us when you order so we do not end an existing service it relies on.

Other things to know

Plans are month to month with no lock-in. 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. Your service uses shared public addressing (CGNAT) by default; a static IPv4 address is available as a monthly add on for $10. A router suited to your plan is available from us for $299 (plans to 500 Mbps and all nbn Fixed Wireless plans), or $499 (above 500 Mbps), or bring your own.

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. A once-off charge can still apply for a missed technician appointment, a new copper line, or leaving a free fibre upgrade inside 12 months or a high speed Fixed Wireless plan inside 6 months of an equipment upgrade; every one is shown before you pay. Paid by card, no surcharge, a tax invoice emailed for each charge. The Critical Information Summary for each plan has the full detail.