NBN 12

Line Speed
12 / 1 Mbps

Service Class
Standard

Typical Evening Speed
12 Mbps

Data Plan
Unlimited

Number of devices
3-5

Suitable for Telephony (SIP)
Yes

Supports Email, Social and Web
Yes

Video Streaming
SD

NBN 12 is the National Broadband Network's entry-level speed level. This speed is ideal for small homes and light web users who only do basic tasks. The NBN 12 plan provides speeds comparable to an ADSL2+ connection and is appropriate for basic web surfing and email.

  • Download rates of up to 12Mbps (megabits per second), are adequate for one Standard Definition video and light browsing.
  • Upload rates of up to 1Mbps are possible.

Download speeds refer to the amount of traffic that comes to your website, whether it's for downloading films, surfing, downloading emails, or something else. Uploads are anything that you post to the Internet (for example, photos to Facebook and Instagram, as well as YouTube videos). If you stream a lot, work remotely, or spend a lot of time online, NBN 12 may not be fast enough for you.

$60 /mth

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Information about the service

Broadband Access is available in selected areas only and is subject to carrier and site infrastructure. Contact us to confirm availability at your site. You are not guaranteed a service at any particular site.

Standard Service Class

This is the most generally available service class, with speeds ranging from 12/1 Mbps to 100/40 Mbps and is offered, in some form, in all NBN-servicable areas.

Factors that can affect data speeds, service performance and reliability

Poor performance may be a result of...

  • having WiFi interference or poor WiFi signal level.
  • Moving devices closer to the router; Moving the router higher and or providing a more unobstructed path between the router and the devices; Connect devices using Ethernet cables.

  • Using older equipment that may be out of date, obsolete or damaged.
  • Ensure your router is using current firmware that complies with relevent technical standards for the service type. Ensure cables and wall sockets used are in good condition.

  • having too many users active at one time.
  • Speed indications shown in service classes represent the average observed speed you can expect and may be reduced by various factors. Unless otherwise instructed, we will provision a service using the best access type available at your site to meet the described performance.

  • Services delivered via FTTN, FTTB, FTTC or HFC
  • Your service speed is affected by the length and quality of the copper line used by NBN Co.

    After your service is connected, we can determine the maximum line speed. If your line cannot support the speed selected in your service class, you will be contacted with details and options available. You will be able to move to a lower speed (if available) or cancel the service without penalty.

  • Services delivered via Fixed Wireless
  • Your service speed is affected by the distance and quality of the signal to the tower used by NBN Co. After your service is connected, we can determine the operational speed. If your service cannot support the speed selected in your service class, you will be contacted with details and options available. You will be able to move to a lower speed (if available) or cancel the service without penalty.

    Power Outages

    In the event of a power outage, your NBN service will not function unless there is a battery backup unit installed and available to the NBN equipment and your router/modem.

    Compatibility

    Security, Medical, Fire/Lift Alarm Services – You should contact your provider to assess whether your alarm is compatible with the NBN service selected. They should be able to discuss available alternatives if your alarm is incompatible.

    EFTPOS and Credit Card Services – You should contact your provider to assess whether your merchant facilities are compatible with the NBN service selected. They should be able to discuss available alternatives if your equipment is incompatible.

    Critical Information Summary

    Minimum Commitment

    The initial rental period runs from the commencement date to the end of the following billing cycle.

    If you order modem/router hardware with this service, you will be charged for this equipment as well as shipping costs.

    The service has no setup fees, however any expenses incurred will be passed on.

    On-site installation is billed per hour when necessary.

    NBN may levy:

    • a $300 (once-only) new development fee when identifying the site as a new development; and
    • subsequent installation fees.

    Your minimum commitment is the total of these costs.

    Notice Period

    All service modification and cancellation requests apply to the next billing cycle. To complete your request, we require at least 7 days' notice before the end of the current billing cycle. Any late requests may be postponed until the end of the following billing cycle.

    Plan Changes

    You may request a change to your plan at any time subject to the notice period, but the real service modification will normally take place in the last week of the month.

    Service modifications will incur a $30 fee.

    Existing Clients

    Existing clients may transfer their service to this plan, subject to any existing contracts.

    Changes to your service may be necessary if you switch to this plan. These modifications might include changes to your login and password, as well as changes to your public IP address.

    Cancellation

    You may request a cancellation of your service at any time subject to the notice period. Service cancellation will normally take place in the last week of the month.

    Complex Plans

    Multiple service can be bundled. Where this is done, you cannot separately cancel any component of the bundle without breaking the bundle. Bundles are only offered on fixed term contract with described conditions.

    Service Speeds

    Line Speed indicates the maximum speed your service will be permitted to obtain. Actual speeds may be reduced by various factors.

    Typical Evening Speed indicates an average observed speed measured on this class of service between 7pm and 11pm. It is subject to variation. Individual services may vary from the indication.

    Speeds may be impacted due to various factors including type and source of content being downloaded, hardware and software configuration, the number of users and performance of interconnecting infrastructure not operated by IIG. Devices connected by Wi-Fi may also experience slower speeds than those connected by Ethernet cable.

    Where you feel your service is not meeting your expectations, you can contact us to investigate. We can advise on possible improvements or offer you the option to downgrade to a lower speed plan. A charge of $20 is applied for each speed change.

    Equipment Required

    Depending on the service ordered, you may require NBN infrastructure to be installed or configured at your site. Having this installed may require a site visit from a technician and we will advise of the date, time and cost of this should it occur.

    You will need an NBN compatible modem or router to connect to the service.

    Exclusions

    This service does not include a voice service. Should you have an existing voice service or wish to add one to this, please discuss this prior to ordering.

    Pricing explained

    • Minimum purchase restriction - All items and services are priced "per month" for simple comparison, however many have a minimum purchase requirement. For example, a $9/month product will be invoiced as $54 every 6 months, whereas a $17/month product will be billed as $51 every 3 months. The application will display the minimum purchase price.

    • Stackable product have a single, fixed capacity. This can relate to number of users, storage or other aspect. These products can be purchase multiple packages to increase the capacity though. For example, a storage product has 5GB. You can purchase 3 for a combined capacity of 15GB.

    Other information

    All usage is subject to our standard policies.

    General Terms and Conditions https://go.iig.au/gtc

    Acceptable Use Policy https://go.iig.au/aup

    Contradictions in this document override more general conditions in the standard documents and policies.

    Customer support

    Email: support@iig.com.au

    Phone: 07 3193 2300

    Complaint handling

    If you have a complaint about your service or a dispute with IIG, email support@iig.com.au with a detailed explanation of the problem so we can assist you to find a resolution.

    Financial hardship assistance

    We understand that sometimes, events in your life may impact your ability to meet your financial obligations. We offer several options to assist in these circumstances.

    Financial Hardship Policy https://go.iig.au/fhp

    Further options

    If you are not satisfied with our handling of your complaint, you can contact the Telecommunications Industry Ombudsman by telephone 1800 062 058. For further contact information, visit their site at https://www.tio.com.au.

    Questions

    Please go to https://go.iig.au/contact if you have any questions or require further information regarding this document. Alternatively, you can email support@iig.com.au or call us during business hours on 07 3193 2300.