Super-fast 500Mbps fibre plan for $65/mth^ + FREE modem*

Many factors affect the internet speeds achievable at your premises. These include:

• the connection technology at your address

• the quality of the connection in your area and your premises

• network congestion

• your in-premises wiring, equipment and use

The factors affecting internet speeds are described in more detail below

Depending on your specific address, different connection technologies can be used to connect your premises to the Superloop fibre network. Each connection type has a different theoretical maximum speed. In addition, within each technology, multiple speed tiers may be available. The table below explains the variety of fibre connection types.

Typical Evening Speed is the average speed experienced by a representative group of users between the hours of 7pm and 11pm. It is not a guaranteed minimum speed and past performance is not an indication of expected future speed.

The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic, your physical line condition, the hardware and software you use, the location of your data source and the performance of Wi-Fi within your building. Current typical evening speeds on the Superloop nbn network appear in the table below

The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic, your physical line condition, the hardware and software you use, the location of your data source and the performance of Wi-Fi within your building. Current typical evening speeds on the Superloop nbn network appear in the table below.

To understand download speeds, it may help to think of the Superloop network as like a freeway. Your speed tier sets a maximum speed limit for how fast your data is allowed to travel on that freeway. During quiet periods, data may be able to travel across the network at the relevant speed tier 'speed limit'. During peak periods, however, like any freeway, the speed of data on the network often slows with congestion and the speed at which your data can travel will often be much less than the 'speed tier' speed limit of your access line.

During peak periods, broadband speeds slow down as more users use our network at the same time. During these periods the speed of the network more generally often determine the internet speeds you experience rather than your access line speed or the speed tier you select.

To manage the impacts of congestion, Superloop uses network management tools to prioritise different data types. For example, during periods of network congestion, we may prioritise data for VoIP and video streaming (which require particular data speeds to operate effectively) over general downloads or internet browsing. These, in turn, may be prioritised over software upgrades and file-sharing applications such as BitTorrent that can adversely affect a network if not managed during peak periods.

Internet speeds can also be affected by the source of content and by congestion at the servers providing that content. If you’re downloading, for example, from a server which is congested or has only a small capacity, it will be slow even if you have a fast home connection. If those servers are in another part of the world, speeds may also be affected by congestion on international data links.

A range of factors within your premises can affect the internet speeds you achieve:

• Internal wiring and configuration: Damaged, corroded, badly connected or poorly configured copper lines within your premises can significantly reduce your nbn speed

• Equipment: the quality and age of your modem, routers and devices can all affect internet speeds, particularly at higher internet speeds.

• Wi-Fi interference: The location of your modem and any radio or electrical interference with other devices in or near your home will influence your connection.

• Usage: the number of users and devices online at once.

• Malware, viruses

The factors affecting internet speeds are described in more detail below

Superloop fibre services are a product category made up of a number of high-speed internet networks that have been privately constructed to compete against the nbn. They are built to provide you with access to the fastest possible internet service (data and phone) if you live in buildings or housing estates these Superloop fibre services providers have chosen to connect

These private Superloop fibre providers are:

• OptiComm (including Velocity)

• Vision Network

Check your address to find out if Superloop fibre services are available at your address. If the Superloop fibre is available at your address, you can order your service straight away.

Your building or housing estate owner will typically let you know if your home is or will soon be connected to one of the Superloop fibre service networks. Your home will be connected via either fibre-to-the-premises (FTTP), fibre-to-the-basement (FTTB) or Hybrid Fibre Coax (HFC) technologies.

Once connected you need to choose your fibre plan. This is pretty simple. We typically have 2 or 3 download speeds to select from. Check out our range of plans here. Superloop Fibre Plans.

Once you have signed up for your plan, we’ll work on your behalf with our Superloop fibre network supplier to make sure the connection happens as smoothly as possible.

In some instances additional fees and charges may be incurred for services on the Opticomm network. These fees typically apply for a new service connection, if the premises have not previously been connected to the network, for example a new build or subdivision. Fees and charges may also apply for technician appointments for fault rectification.

The fees charged can be up to $550 (inclusive of GST). Superloop passes through the set charges on behalf of Opticomm. For more details on the range of Opticomm charges, refer to our Critical Information Summary and Pricing Schedule.

Yes, all access lines (the line supporting your premises to the Superloop fibre service) can support all speeds tiers. The fastest speed tier available on an FTTB access line connection is a speed range of 50-90Mbps.

100 speed-tier is available for FTTP and HFC connections.

It is not possible to confirm the maximum access line speed for any FTTB connection until after the service has been installed. Once a service has been installed and activated, the maximum access line speed will be tested. If your line will not support your chosen speed tier, Superloop will inform you and offer to move you to a lower speed tier and refund any extra money you have paid for the higher speed tier.

Note that a speed tier speed represents only the theoretical maximum speed of the access line connecting your premises to the Superloop fibre service. The actual data transfer speeds that you experience, particularly during busy periods, may be limited by demand in other parts of the network and will typically be much slower. For more information about Superloop fibre service speeds and factors that affect them, see about fibre speeds.

You may need a new router if your current one doesn't support your technology (e.g., FTTP, HFC) or can't handle your desired speed. Upgrading to a newer modem can also improve speed, coverage, and device support.

Our modems are configured in advance to work with the specific nbn, Opticomm, Superloop or other fibre providers. We are also able to provide full support.

If you’re planning to use your own modem (BYO), please ensure it meets the required specifications for your connection type and supports the speeds of your chosen plan.

Your FTTB VDSL connection will require a modem router that is compliant with the Superloop Fibre Service VDSL2 equipment specifications. Modem routers purchased from Superloop are compliant and Superloop fibre service network supplier registered.

If your VDSL2 modem router is not registered as compliant with the Superloop Fibre service network supplier, then the network supplier may, in some circumstances be unwilling to investigate or repair a fault associated with your service. In some cases, they may place a service into a repair profile and/or suspend a service if they determine that the VDSL2 equipment is causing detriment to other services. It is not enough for a modem to just have VDSL2 support – it must support all of the required network supplier features and have them switched on.

This is why we advise purchasing our recommended VDSL2 modem routers as these have been certified to work and are registered with our Superloop fibre service networks. This means we can ensure your service works as expected and provide full support.

If you would prefer to shop around for your own cable technician, rather than use the network carrier technician to install or repair your B-side or internal cabling, make sure you use a Registered Cabler. To find the Registered Cabler nearest you, please visit http://www.registeredcablers.com.au/find-cablers

Yes, as an Superloop fibre customer, you can simply subscribe to our Home Phone (VoIP) service via this website or the SuperHub portal and app. You can also port an existing phone number to your new VoIP service.

Porting a phone number is free of charge and may take between 10 to 15 business days to complete depending on your current provider. During the last day of this process prior to porting completion, you may not be able to receive incoming calls or make outgoing calls for a short period of time until the port is completed.

If you cannot manage without your incoming calls during the transfer process, please contact us on 1800 57 87 37 to discuss your options

To transfer your number, you need your current phone and supplier account number details when ordering. If you are currently on a contract for your telephone service, an Early Termination Charge may apply with your current provider, for which you are responsible.

If you ordered an Superloop modem this will be dispatched with settings preconfigured for both your data and voice service. You can however configure Superloop’s VoIP service on you own VoIP enabled modem. Or contact our support team for help on 1800 57 87 37.

We will send you a confirmation e-mail once your Home Phone (VoIP) service is active. Once active you should check with your previous telephone provider to ensure they do not continue to bill you.

Some service transfers can be delayed or fail due to special call features which are attached to the current service. Special call and service features need to be removed by your current telephone provider before you transfer your service to Superloop.

Please note that your Home Phone (VoIP) service, including your internet service, will not function during a power outage. If this happens you will not be able to make or receive calls, including calls to Emergency Services.

The time it takes to connect your Superloop fibre service will vary depending on a number of factors such as the type of service being connected and the availability of Superloop fibre service field staff (if required). Typically, most Superloop fibre services are pre-provisioned in your premises. However, if they are not:

LBNCo

• Infrastructure in Place = Approximately up to 5 business Days

• Infrastructure not in Place = Approximately up to 20 business Days

OptiComm

• Infrastructure in Place = Approximately up to 3 business days

• Infrastructure not in Place = Approximately up to 20 business days

OPENetworks

• Infrastructure in Place = Approximately up to 10 business Days

• Infrastructure not in Place = Approximately up to 20 business Days

Telstra Fibre

• Infrastructure in Place = Approximately up to 10 business Day

• Infrastructure not in Place= Approximately up to 20 business Days

The timing above may vary. Whilst Superloop endeavours to connect your new service as quickly as possible, there may be many factors outside of our control.

Carrier-Grade Network Address Translation is a method of sharing a single unique public Internet Protocol (IP) address with multiple customer internet services. This allows internet providers to extend their pool of remaining Internet Protocol Version 4 (IPv4) addresses.

Globally, the pool of available IPv4 addresses will soon be exhausted, so Superloop has chosen to use CG-NAT as a way to share the limited supply of public IPv4 addresses ahead of full deployment of IPv6.

CG-NAT will not affect the majority of new Superloop customers. However, there are some applications - such as web or email servers or remote access to security cameras and devices - that may depend on a static IPv4 public address to work.

If you are an existing Superloop customer with an existing Superloop static public IPv4 address you will retain this address.

If you need to discuss your service or opt-out of CG-NAT, you can call our technical support staff on 1800 57 87 37.

You must be over 18 years old to purchase this broadband or broadband and home phone service. To transfer a service from another provider to Superloop, you must be the account holder of that service.

The service qualification check is only a preliminary result of plans and prices available in your area. Please note that the result may vary as we process your order and connection.

Uploads and downloads are counted towards your monthly data allowance. Once you exceed your monthly allowance your download and upload speeds will be restricted to 256/256kbps for the remainder of your billing month.

If you live in a fibre connected apartment or housing estate, Superloop can connect you to the right high-speed fibre broadband plan.

Superloop delivers to most households on networks built by OptiComm, OPENetworks, LBNCo and Telstra.

Where advertised as free, the Superloop broadband plan activation fee only is free. Depending on the service ordered, there may be additional up-front charges which are not free. These charges include, but are not limited to, charges such as Phone Line Activation Fee or Copper Line Installation Charges, Lead-in or Additional Cabling, Additional Line Fee, Equipment Charges such as Modems, Routers or Splitters, Missed Appointment Fees or any complex on site work required to provide a functional broadband service. Charges are dependent on the type of work that needs to be done and will be decided by Superloop's network supplier and passed on to you at cost price (plus GST).

Month-to-Month contract term = ((Monthly Broadband Plan Charge + Optional Add-On Features) x 1 month) + Service Activation Charge.

Additional service connection charges may apply depending on the type of connection (or reconnection) and the type of work required to activate your new broadband service.

You may cancel your service at any time by giving Superloop thirty (30) days’ notice.

Early termination charges are as follows:

• Month-to-month contract: No Early Termination Charge (ETC) applies.

Superloop does not provide battery backup for any Superloop Fibre service. You should be aware of the implications of a mains power outage:

• Your Network Termination Device (NTD) will not function.

• Your internet connection will not operate.

• Your telephone handset connected via your NTD won’t work and you won’t be able to make calls, including Emergency 000 services.

• Your back-to-base alarm system or medical alarm which relies on an internet connection will not work.

• Your mobile phone should be fully charged just in case you need to make emergency calls.

When you order your service, you can choose to transfer your existing phone number to Superloop Home Phone (VoIP) service. As a VoIP service, your calls will be made over the internet rather than the PSTN network. You will require a VoIP capable compatible modem to connect this service.

This will give you will access super-low, Pay-As-You-Go call rates. Porting your number is free.

Pay-As-You-Go call rates (Home Phone VoIP):

This optional, add-on service allows you to make an unlimited number of untimed calls to the nominated destinations which is covered by the monthly cost of the Unlimited Home Phone (VoIP) Service. This includes an unlimited number of untimed calls to local, 13/1300, standard national and Australian mobile numbers in Australia.

This add-on service also allows you to make an unlimited number of untimed calls to fixed landline numbers in the following countries: United Kingdom, New Zealand, United States of America, China, Germany, France, Hong Kong, Canada, Japan, Singapore, India and Croatia.

Charges for calls made that are not included in your Unlimited Home Phone (VoIP) Service will be payable in addition to the total minimum monthly service cost. International, satellite calls and Directory Assistance calls that are not included in the Unlimited Home Phone (VoIP) service and will have per minute rates (billed per second) applied.

This service is for residential consumers and may not be used for commercial purposes. Please visit our Telephone Acceptable Use Policy for more details.

Telstra’s Priority Assistance is a service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.

This Superloop service does not support the “Priority Assistance” service features. Telstra is the only carrier required to provide priority assistance services to its customers as a condition of its licence. For more information about Priority Assistance Services, please refer to https://www.telstra.com.au/consumer-advice/customer-service/priority-assistance.

If you’d like to ensure the optimum performance of your service, and allow Superloop to deliver full remote technical support, you can choose to add a ZTE H1600 Wi-Fi modem to your order for $170 with free shipping. Full specifications for the modem can be found here. Full specifications for our ZTE H3601 WiFI Extender can also be found here.

When you place your order for a fixed line broadband service with Superloop, a payment verification charge of $1 may be debited from your credit card or bank account. This will be credited back to you on your first monthly bill, or as soon as possible if your service cannot be connected.

If you have ordered a modem from Superloop we will email you your bill for the modem and shipping costs at least 4 days before your service is activated. We will also debit your account at the same time.

The date your Superloop service becomes active is known as your anniversary date.

Once your service is active, we will email your first bill and after 10 business days of the invoice date, we will debit your credit card or bank account for:

• Any broadband activation charges due

• Any additional service connection charges (such as New Development Fees or additional site work)

• Your first month recurring plan fee

• After the first month, you will receive your monthly bill via email on your anniversary date each month.

Your ongoing monthly bills will include charges for both the current month recurring plan fee and any prior-month excess usage or other billable activity.

Your nominated bank account or credit card will be debited on or around 10 business days after your anniversary date.

When you order a service, Superloop may give information about you to a credit reporting agency to obtain a consumer credit report about you and/or allow the credit reporting agency to create or maintain a credit information file containing information about you. This information may include the details given by you to Superloop when ordering your service.

On 1 April 2016, the Government mandated that all Fibre Network providers, including NBN Co and Superloop fibre network suppliers introduce a New Development Charge which is applicable to all high speed network providers. If your premises has been classified by an Superloop fibre network supplier as a new development, Superloop will need to charge you the $300 including GST New Developments Charge to connect your service. During the process of activating your fibre service you will be informed by Superloop that your premises has been classified as a new development by our network supplier and will be given the option not to proceed with your order.

This broadband service is available in limited areas and comes bundled with a phone line service supplied over the Telstra network. Superloop will charge you for the calls as follows:

Pay-As-You-Go call rates:

Changing your Superloop Fibre plan is free. Even if you are still within your contract term, you can switch to a plan of higher or lower value without being hit with a plan-change fee. You’ll also keep your current contract end-date if you have one.

Switching plans is as simple as logging into My Superloop or calling 13 39 38 and selecting your new plan. Please note that you can only switch to a new Superloop Fibre plan no more than once each month.

If you change your monthly data allowance only, your plan change will come into effect straight away. Because you’ve already paid us one month in advance you will be issued a new invoice on the following business day with a credit for the un-used percentage of the month of your old plan. The invoice will also include the full new monthly fee for your new plan.

The day of the month you are sent this invoice will become your new plan anniversary date and you will be billed for your new plan on this date each month going forward.

Any plan change that involves a change of speed tier takes 2 business days to activate from the time you place your order. Once your new plan is active you will be issued a new invoice with a credit for the un-used percentage of the month of your old plan and the full new monthly fee for your new plan.

The day of the month you are sent this invoice will become your new plan anniversary date and you will be billed for your new plan on this date each month going forward.

The following example explains how your change of plan will be billed and what happens to your anniversary billing date.

• Your plan change request is activated on 17 March

• Your previous plan fee was $39.99 per month

• Your new plan fee is $49.99 per month

An invoice will be emailed to you on 17 March and you will receive an invoice for this service on the 17th of each following month.

This first invoice will include a pro-rated credit for your old plan’s monthly fee for 17 March to 31 March, calculated as follows

• $39.99/31 days = $1.29 per day

• $1.29 x 15 days remaining in March = $19.35

Plan change promotional credits such as “first month free” will also appear on your first invoice. If the promotion offers the “first two months free” you will be credited over your first two invoices.

Your new invoice and future invoices will also include your new monthly plan fee of $49.99 and your nominated credit card or bank account will be debited 10 business days after you receive your invoice by email.

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