Residential Fixed Wireless Plan
Critical Information Summary – nbn® Broadband
The CIS summarises the key plan information in no more than two pages. The complete service details are available below and in the detailed information PDF.
Plan information
| Data Allowance | Fixed Wireless Plus | Fixed Wireless Fast | Fixed Wireless Superfast |
|---|---|---|---|
| Speed (Mbps) | 100/20 | 250/20 | 400/40 |
| Monthly Charge (Minimum / Maximum) | $89.95 | $93 | $109.95 |
| Typical Evening Download Speeds (7pm–11pm) * | ~80 Mbps | ~160 Mbps | ~210 Mbps |
| Typical Evening Upload Speeds (7pm–11pm) * | ~9 Mbps | ~10 Mbps | ~12 Mbps |
| Early Termination Charge | $0 | $0 | $0 |
| Minimum Term (Months) | 1 | 1 | 1 |
Information about the service
What is the service?
LIVA Telecom's nbn® broadband service uses NBN Co Fixed Wireless infrastructure to deliver broadband connectivity to your premises.
This service can perform to the maximum download and upload speeds outlined above. Actual speeds may vary and can be affected by factors including, but not limited to:
- line of sight to the fixed wireless tower,
- nbn® cell congestion, and
- nbn® backhaul congestion.
Once connected, LIVA Telecom will advise you if nbn® has reported congestion affecting your cell and whether nbn® has provided an estimated timeframe for resolution.
Where is it available?
This service is available across Australia where nbn® Fixed Wireless broadband is available.
- Fixed Wireless Plus is available anywhere covered by nbn® Fixed Wireless broadband.
- Fast plans are available to around 90% of the Fixed Wireless footprint.
- Superfast plans are available to around 80% of the Fixed Wireless footprint.
as part of the nbn® Fixed Wireless Upgrade Program.
What do I need to access the service?
- nbn® may need to install or upgrade equipment (no cost), depending on the equipment currently installed at your premises. This may include internal wall cabling and a device installed inside your premises near a power point. A person aged 18 years or over must be present at the premises for this appointment.
- You will also need an NBN-ready router capable of higher speeds (see Equipment fees below).
What is included?
Features of this service include:
- Australian-based phone support
Minimum term of the service
The service is supplied month-to-month with a minimum term of 1 month. This is not a fixed-term contract. You may request cancellation at any time, subject to the minimum term and any other special conditions disclosed for the selected service; charges already incurred remain payable.
Cancellation notice and final charges
You may request cancellation at any time. Under clause 23.1 of the General Terms, at least 30 days' notice is required, subject to your applicable minimum term, approved trial terms and any right to cancel earlier under the General Terms or Australian Consumer Law.
No exit fee does not mean immediate cancellation. Charges for services provided before cancellation takes effect remain payable, subject to applicable refunds and credits. Any plan-specific cancellation fee is stated in this CIS.
See the General Terms for cancellation before provisioning, exceptions and refund rights. For help requesting cancellation, call 1300 345 148 or visit Support.
Do I have to bundle anything with the service?
Bundling is not compulsory.
You may choose to bundle:
- a home phone service (VoIP), and/or
- optional add-on features such as a static IP address.
Qualifications
This service may be restricted and/or cancelled if:
- you fail to pay your bill,
- you are abusive towards LIVA Telecom staff, or
- you breach LIVA Telecom's terms and conditions or fair use policy.
Information about pricing
Excess usage
There are no excess usage charges.
Set-up fee
There is no set-up fee for this service.
Equipment fees
You are not required to purchase an NBN-ready modem/router from LIVA Telecom.
If you choose to purchase one from us:
- Standard modem/router pricing starts from $209 plus postage
Postage costs:
- $20 postage applies to the modem.
New development fee
nbn® may charge a $300 new development fee for deploying network infrastructure to new premises or dwellings.
This fee may apply to each new premises requiring an nbn® connection, including but not limited to:
- new dwellings,
- lots under reconstruction, and
- new buildings requiring a new mailing address.
You will be informed during signup if this fee applies.
Other possible costs
- If you bundle your broadband service with a phone service or optional features, your monthly charges may vary. For full terms and conditions on a phone service, please see the relevant critical information summary and for details on add-on features, speak to our staff.
- You may change your plan at any time at no cost.
- Bills are issued electronically and sent to the email address nominated on your account at no additional cost, but paper bills are available upon request. A charge of $5.00 per bill will apply to cover printing, postage, and handling costs.
- Upgrades require payment of the pro-rata difference for the remainder of the billing cycle.
- Downgrades are not eligible for pro-rata refunds.
Exit fee
There are no exit fees for this service.
Other information
Call and usage information
You can check your usage through the LIVA Telecom customer portal.
Customer service
LIVA Telecom provides an Australian-based and Overseas customer support team for technical assistance, account enquiries, and sales support.
Support hours are published on the LIVA Telecom website.
Complaints
If you are not satisfied with your service, you may follow LIVA Telecom's complaint handling process available on our website.
Telecommunications Industry Ombudsman (TIO)
If your complaint remains unresolved after following LIVA Telecom's complaint process, you may contact the Telecommunications Industry Ombudsman (TIO) for independent mediation:
- Phone: 1800 062 058
- Website: tio.com.au/making-a-complaint
LIVA Telecom
Level 49, 8 Parramatta Square,
Parramatta, NSW 2150
P 1300 345 148
Billing and automatic payments
No monthly plan payment is required at signup. Any equipment or optional extras payable at checkout are shown separately.
Your first invoice will be issued and emailed when your service is activated. If you have authorised automatic payments, your first monthly plan payment will normally be collected from your authorised saved payment method within two calendar days after activation. Your first payment covers the monthly service period beginning on your activation date.
Monthly plan fees are billed in advance. Your actual service activation date determines your monthly service anniversary; payment-processing dates do not change it. Subsequent monthly plan payments are due on the renewal date shown on your Bill. If you have authorised automatic payments, collection is scheduled for that date, unless otherwise agreed with you.
For subsequent monthly service periods, we will generally send your invoice at least 10 Business Days before the scheduled automatic payment date. Your invoice will show the amount payable, service period, scheduled payment date and payment-assistance contact details.
Where an approved free trial applies, the first monthly payment follows the trial terms.
For payment assistance, call 1300 345 148 or see our Financial Hardship Policy.
Contact & Escalation
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518