Who and what plans are eligible?

Available to new and existing Optus customers who sign up a new service on selected 4G Home Internet plans from 7 May 2019 (excludes Business plans and Tech Fund plans), with a maximum of 5 services on their account.

If I cancel my 4G Home Internet (previously named Optus Wireless Broadband) service, return my modem and sign a new 4G Home Internet plan, will I be eligible for the Optus Coverage Commitment for my new plan?

No, you'll not be eligible to claim the Optus Coverage Commitment for your new plan.

Am I eligible for the Optus Coverage Commitment if I have an Optus 5G Home Broadband service?

The Optus Coverage Commitment doesn't apply to Optus 5G services. For information on the 5G Home Satisfaction Guarantee, click here.

What 4G Home Internet coverage issues can I claim under the Optus Coverage Commitment?

Coverage issues include data drop outs, inability to connect to data, poor reception at your address or slow data speeds. Once you explain the coverage issue that you're experiencing, we'll investigate the issue and confirm your eligibility to claim the Optus Coverage Commitment.

How do I cancel my 4G Home Internet service under Optus Coverage Commitment?

Call us on 133 937 or message us here and explain the coverage issue you're having. We'll investigate the issue and confirm whether it's a coverage issue. If it is, we'll confirm the next steps of cancelling (including discussing whether you want to port your number first) and returning the modem.

What is 'Good Working Order'?

A modem in Good Working Order means it's fully functional and not physically damaged beyond normal wear and tear, as reasonably determined by us. For the specifics of what this means, see What does 'Good Working Order' mean?

What if the modem isn't returned in good working order or not received within 14 days?

If the modem isn't in good working order or not received within 14 days, you're only eligible for part of this offer and will be charged as follows:

• On 24month 4G Home Internet plans, you'll be charged any remaining device repayments (including any device credits that Optus covers). Optus will still credit the current month's access charge and device repayment (excluding any device credit Optus was going to cover)
• On month-to-month 4G Home Internet plans, you'll get a credit for the current month's access charge but you'll not be able to receive a refund for the device
  
  

What do I need to do before I return a 4G modem?

Before returning a 4G Internet modem, please ensure it's in good working order. You'll also need to perform a factory reset and remove any SIM and memory cards. Additionally, you'll need to provide all documentation requested by us to help make sure the modem you're returning is the same modem we sold or leased to you.

What will I have to pay if I choose to return my modem?

If you're a 24month 4G Home Internet customer and return your device in good working order within 14 days of the cancellation request, you'll not pay any further device repayments.

Optus will credit the access charge and device charge for the month of cancellation. You'll however be required to pay anything not included in your plan (e.g. Additional data, additional subscriptions, value added services, insurance or accessories).

Please note that if your 4G Home Internet service is bundled with any other services, the cancellation of your service under the Optus Coverage Commitment may affect the pricing of bundled services under the terms of the bundle.

Business accounts with 5 or more connections aren't eligible for this offer.

How will I know I've received my credits that I'm entitled to under the Coverage Commitment?

While Optus is processing your Coverage Commitment claim, you may still receive a bill / invoice from us. If you're returning the device, we'll apply all credits to your billing account once we've received the device and processed your cancellation. If you're keeping the device, we'll apply all credits to your billing account after we have processed your cancellation. You can always check your account balance via My Optus app. If your account is no longer active, we'll refund any credit balance to you.

Optus' Coverage Commitment

Sign up to a new service on selected 4G Home Internet plans (excludes Business plans and Tech Fund plans) on or after 7 May 2019. If you're experiencing a coverage issue within Australia, contact us so we can assess and confirm whether it's a coverage issue. If we confirm it's network related, we'll cancel the service.

If you're on a 24month 4G Home Internet plan, you may choose to (1) keep your device and pay out the remaining device repayments (including any device credits Optus covers) as a lump sum, or (2) return the device in good working order within 14 days of the cancellation request and Optus will waive remaining device repayments. If you want to return the device but it is not returned in good working order or within 14 days of the cancellation request, you must pay out the remaining device repayments (including any device credits Optus covers) as a lump sum.

If you are on a month-to-month 4G Home Internet plan, you can receive a refund for the cost of the modem (of the amount purchased from Optus), if you return the device in good working order within 14 days of the cancellation request. If you want to return the device but it's not returned in good working order or within 14 days of the cancellation request, you'll not be able to get a refund for the device.

This offer is limited to once per eligible service with a maximum of 5 services per account. Your monthly access fee and device charge (less any device credits Optus covers) will be credited for the month that cancellation takes place. You must pay for any additional plan features and excluded usage charges.

If you cancel your 4G Home Internet service, you'll no longer be eligible for any bundled offer.

If you cancel your 4G Home Internet service under the Optus Coverage Commitment and want to sign up to a new 4G Home Internet plan, you'll not be eligible to claim the Optus Coverage Commitment for your new plan. Optus Coverage Commitment doesn't apply to Optus 5G services, including 5G mobile and 5G home broadband services.

This Coverage Commitment does not affect your rights under any law. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value

You're also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service doesn't amount to a major failure, you're entitled to have the failure rectified in a reasonable time. If this isn't done, you're entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You're also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.