CSG Waiver
By accepting the benefits of this offer, you will need to agree to a waiver of your rights under the Customer Service Guarantee Standard (CSG Waiver) before you can sign up to a standard telephone service provided by Optus. For more information, see optus.com.au/yourCSG.
General
Fair Go Policy applies to all Optus internet, voice and add-on services. Available in selected premises.
Offer available to credit approved customers.
These plans are subscription plans that do not include paper bills and require you to set up automatic payments (i.e. direct debit) via a credit, debit or charge card as the only payment method for these plans. Automatic payments from a bank account is not an option. See “Payment Information” below for more details.
Fees, charges, and cancellation
Start-up fee: There is no start-up fee for these plans.
Installation fees: Installation fees may apply if you request a technician for set up where a self- install option is available. Optus may send you an Optus self-installation kit. Additional fees may apply for a first time nbn connection to dwellings in new developments or for any additional lines or non-standard installations.
Minimum term: For month to month plans or services, you must connect for a minimum of one month. Minimum term and charging commence when your service is operational (for more details, see also ‘Use of Optus supplied modem and nbn services’ terms under ‘Important service and equipment information’ below).
Minimum total cost: Minimum total cost for each month-to-month plan is calculated by adding the full device costs (if any) and one month of the applicable plan fee.
Phone plans and calls: You must preselect Optus as both your local and long-distance carrier. The Optus Plus Phone Extra add on plan includes:
- Unlimited calls to standard national numbers (which does not include special numbers such as 13/1300 numbers, premium numbers (e.g. 1900 numbers), 1234, 12456 and calls to satellite numbers); and
- 500 calls to 13/1300 numbers:
- Calls to help lines like Beyond Blue and Lifeline will not be charged and don’t count towards the 500 calls.
- After 500 calls, customer will be charged $10 for the rest of the month.
- No line rental fee is charged as part of the required CSG Waiver.
International call rates: You have the option to add an international call pack. The month-to- month Optus Plus Phone International calling pack includes unlimited calls to selected overseas destinations (currently 30) and can be added or removed at any time. Unless you purchase the Optus Plus Phone International calling pack, you will not be able to make international calls on the Optus Plus Phone Extra plan. Information on calling packs can be found at: optus.com.au/optusplusphoneinternational
Changes to Plans (month to month)
We may make changes to your month-to-month home internet plan, including to the price or inclusions. This could include moving you to a new plan, which may cost more. We’ll give at least 30 days’ notice of any increase to plan access fees or adverse plan changes.
Cancellation
- You can cancel your plan at any time by notifying us. You will not receive a refund of charges paid in advance for the remainder of your payment cycle, unless otherwise set out in our agreement and subject to your consumer law rights. Any related device payment plan will be cancelled and you’ll need to pay out any remaining device payments in full and any other charges owing, as a one-off payment.
- For subscriptions via SubHub - If you wish to retain access to your subscriptions after cancelling your plan in SubHub, you can set up alternative payment methods. Contact Subscription providers to discuss billing options. See “Optus SubHub” terms below for more information.
Device Payment Plans
- Where Optus offers an eligible device on a device payment plan the following options may be available:
- Optus may cover the cost of the device as part of the plan while you remain connected for a specified term (we’ll let you know if this applies); or
- You can pay for a device over a term which we will allow you to select (i.e., ‘pay overtime’ or POT) by monthly instalments, (each a Device Payment Plan or DPP).
- You will need to remain on an eligible Optus plan for the term of your DPP. If you cancel your eligible plan or move to an ineligible plan before expiry of your DPP, your DPP will also be cancelled, and you’ll need to pay out the remaining device payments in full. Any applicable device credits or discounts will be forfeited. This is subject to your Australian Consumer Law rights. Optus may limit the number of eligible devices per Optus plan.
Payment information
You will be automatically charged via your selected credit, debit or charge card at the start of each payment cycle for recurring charges. By signing up to these plans, you are agreeing to the Optus automatic payment terms at optus.com.au/about/legal/automatic-payment-terms. For further details visit optus.com.au/paymentsetup.
An electronic tax invoice will be provided after payment. We do not provide paper bills or invoices for these plans. You can view your Invoices and update your payment details at any time in My Optus app or by visiting MyAccount.
As your payment method is required to be automatic payments in the form of direct debit from a credit, debit or charge card, there are no processing fees. For more info, go to optus.com.au/payments.
Important service and equipment information
Serviceability: Unfortunately, we cannot guarantee connection until we successfully install your service.
Priority Assistance: We do not offer Priority Assistance. A provider who does is Telstra.
Equipment and battery back-up: Equipment supplied requires mains power, which may not be suitable if you have a serious illness or condition and require an uninterrupted telephone or data service. We do not support battery back-up functionality for nbn services and in most cases, nbn services will not function during a power failure.
Some equipment like back-to-base and medical alarms and other devices may not be compatible with the nbn or the 4G backup service and are not tested by us or supported on the Optus nbn. You should contact your device supplier to find out if your device will work before connecting to the nbn network.
Accessibility: For information about products and services we offer for customers with different disabilities, please see: optus.com.au/about/inclusion-diversity/differing-abilities/disability-services
Use of Optus supplied modem and nbn services: Optus is required by law to confirm your nbn service is working. We may not be able to confirm this if you do not use an Optus Supplied modem. If you use a modem not supplied by Optus, that is, your own modem, we won’t be able to confirm your voice service (if applicable) is working so it may not be operational, and you will need to inform Optus of any issues with your nbn service before those issues will be rectified. If we supply you with an Optus modem, you should use the Optus supplied modem to ensure your Optus Service is operating optimally.
Billing will commence once we confirm your nbn broadband service is operational or once we’ve automatically completed your order (whichever occurs first).
nbn FTTC and HFC:
If you are:
- an Optus nbn FTTC customer and fail to plug in your nbn equipment within 30 working days,
- an Optus nbn HFC customer and fail to plug in your nbn equipment within 60 working days, from your nbn equipment delivery date, your order may be cancelled automatically.
Speed & Video Quality: Many factors affect speed and video quality such as internet traffic, your line condition, your hardware and software, the data source or destination, your location and the number of simultaneous video streams or other downloads you have running over your connection.
Optus supplied equipment
Optus supplied modem:
- The Optus supplied modem that you will receive will depend on the Home Internet plan you select. Each Optus supplied modem will have different functionality and features.
- How you set up the Optus supplied modem within your premises could limit you from utilising the maximum speed of your broadband plan.
- Your Optus supplied modem must only be used at your home broadband service address.
- You must ensure your Optus supplied modem remains connected to your fixed line (for example, via the nbn™ network terminating device) and you must not otherwise knowingly or recklessly interfere with your Optus supplied modem or home wiring in a way that may disable your fixed line home internet or phone service.
- If Optus provides an Optus Ultra WiFi Modem with your plan on a Device Payment Plan, Optus will cover the cost of the modem if you remain connected for 24 months.
- The SIM supplied with the modem provides 4G Mobile Backup and must not be removed. The SIM will not work in any other device.
4G Mobile Backup:
- Optus 4G mobile backup is a complimentary service that provides an interim broadband service using the Optus 4G plus network in Optus 4G Coverage Areas only (4G backup service). It is only available using an Optus Ultra WiFi Modem with an Optus SIM on our network.
- The 4G backup service is available for use from when you receive your Optus Ultra WiFi Modem until your nbn service is fully activated. The Optus 4G backup will also provide an interim broadband service during service faults.
- The 4G backup service from the Optus Ultra WiFi Modem requires Optus 4G coverage. 4G backup speeds may vary and are limited to 25/5 Mbps.
- Service Limitations: Some services or service features may not work while the Optus Ultra WiFi Modem is using the mobile backup pathway. This includes but is not limited to (as applicable) the voice service, static IP, and any speed upgrade on your home / small business broadband service. While using the 4G backup pathway on your Optus Ultra WiFi Modem. The 4G backup service is limited to 30 consecutive days unless you contact Optus with a problem. If you don’t contact us, Optus may suspend the 4G backup service until the fixed connection is online.
- Data usage and speed: There are no data limits for the interim 4G backup service. The speed of the 4G backup pathway has been limited to a maximum line speed of 25 Mbps for downloads and 5 Mbps for uploads. Speeds are variable on the Optus 4G mobile network and will depend on a number of factors including congestion, location of the modem, local conditions, hardware, software, and general internet traffic.
Optus Ultra WiFi Booster:
- You may have the option to purchase Optus Ultra WiFi Boosters separately to use with an existing eligible Optus Fixed internet plan or additional to any you already have (within a specified limit), in which case you can pay for the device outright (we’ll charge you on your next bill) or you can pay in monthly installations on a POT Device Payment Plan over a term of 12, 24 or 36 months (as selected by you). There is no monthly credit or subsidy applicable to Boosters purchased this way.
- You must use a compatible Optus supplied modem with the Optus Ultra WiFi Booster for it to work properly.
- The Optus Ultra WiFi Booster will support up to 200 connected devices.
Self-Supplied Modems
If you take up the option to bring your own modem (self-supplied modem) you acknowledge and agree that:
- A phone service is not supported with this option, which means you won’t have access to a landline home phone service that you can use to make or receive calls or contact emergency services like 000.
- It’s your responsibility to ensure your self-supplied modem is nbn compatible and can be used with the Optus nbn Internet Service.
- Some Optus Network features and Optus equipment like the Optus supplied Boosters may not work with your self-supplied modem.
- The 4G back up service that is provided with the Optus Ultra WiFi modem won’t be available.
- If you add a Home Fast, Home Superfast or Ultrafast speed pack – these speed packs require equipment capable of achieving plan or speed pack speeds and we won’t know if your self-supplied modem is compatible or not.
- How you set up your self-supplied modem within your premises could limit you from utilising the maximum speed of your plan.
- Optus will only be able to provide you with general support for your service. We won’t be able to identify or fix faults related to your self-supplied modem, you’ll need to contact the manufacturer directly.
- nbn® reserves the right to refuse to fix a fault where it considers a modem to be the cause or to suspend a service where it considers a modem to be unsupportable or a risk to the network.
Optus SubHub
Optus SubHub is a platform for you to manage a selection of your paid subscriptions with ease by uniting them together in one place.
Eligible Optus internet Plans include a SubHub credit (available via Optus SubHub platform).
You must have an active SubHub account with a paid subscription cost greater than $0 per month to receive the Subhub credit up to $20 per month maximum. Any difference between total cost and the $20 is forfeited each month.
- To activate, you will first need to set up a SubHub account via the SubHub platform using your MyAccount login credentials.
- Optus is not able to activate your SubHub account. Your personal subscriptions in SubHub can only be privately managed by you.
- The pricing benefit of your Internet plan’s inclusion (if applicable) applies when you’ve received your modem and booster and your nbn service is operational (when you plug in the Optus supplied modem to connect it to the nbn network).
- If you activate your SubHub account before you’ve received your modem and booster and your nbn service is operational, you will be separately charged by Optus until your nbn internet service becomes operational.
- If you cancel an Internet plan that included a SubHub credit and you still have a SubHub account connected to an Optus Service (e.g. an Optus mobile service or you transfer to another Optus internet plan), then you will continue to be billed but won’t receive the additional entitlement as part of the plan you just cancelled.
Other Inclusions, optional add ons and services
There may be other special promotions, optional extras or subscriptions that you may access from time to time that are not set out here. Additional terms and conditions (including charges, changes and cancellation rights) may apply to such special promotions, optional extras and subscriptions.
Trademark notices
nbn®, NBN Co Limited and other nbn® logos and brands are trademarks of NBN Co Limited and used under licence.
nbn® Fibre Upgrade at no extra cost
Eligible Optus nbn FTTN or FTTC customers in select areas who purchase a minimum speed (Home Fast or higher speed plan or pack) may have the option to upgrade their nbn access technology to FTTP without an upfront cost for a standard installation.
Optus may waive the minimum speed requirement where nbn has identified your address is eligible for a minimum speed requirement waiver.
Optus may cancel your order if you choose not to proceed with or do not comply with the relevant Fibre Upgrade installation requirements. The Home Fast and above speed packs and plans only support one phone line. Any non-standard installation may result in additional fees from NBN Co. The Fibre Upgrade offer excludes nbn New Development Charges where applicable.
Fibre Upgrade offer available until withdrawn.
Introductory Offer
$10 per month off eligible Optus nbn Internet Plans over 12 months: If you sign up to a new eligible Optus nbn plan, you will receive $10 off your plan access fee per month, for the first 12 months, and then pay the standard in-market plan fee thereafter. This is available to consumer and business customers with a valid ABN/ACN only. Excludes recontracts and rate plan changes. The offer is not available with any other offer, unless specified. The discount is forfeited if you recontract, change, or cancel your nbn plan.
Promo Plan
Promo Plan available until 6/9/2026. $40 per month off Optus nbn Promo Internet Plans over 6 months: If you sign up to a new eligible Optus nbn Promo plan, you will receive $40 off your plan access fee per month, for the first 6 months, and then pay the standard in-market plan fee thereafter. This is available to consumer and business customers with a valid ABN/ACN only. Excludes recontracts and rate plan changes. The offer is not available with any other offer, unless specified. The discount is forfeited if you recontract, change, or cancel your nbn plan.
