Residential Fibre / HFC Plans
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
Available plans
| Data Included | Family Plus 500/50 Mbps | Premium 750/50 Mbps | Ultra 1000/100 Mbps | Hyper HFC 2000/100 Mbps | Hyper Fibre 2000/200 Mbps |
|---|---|---|---|---|---|
| Unlimited Minimum / Maximum Monthly Charge | $89.95 | $99.95 | $109.95 | $169 | $169 |
| Typical Download Speeds (7pm – 11pm) | ~500 Mbps | ~750 Mbps | ~875 Mbps | ~1780 Mbps | ~1810 Mbps |
| Typical Upload Speeds (7pm – 11pm) | ~44 Mbps | ~44 Mbps | ~92 Mbps | ~92 Mbps | ~178 Mbps |
| Early Termination Charge | $0 | $0 | $0 | $0 | $0 |
| Minimum Term (Months) | 1 | 1 | 1 | 1 | 1 |
| Connection Type | FTTP, HFC | FTTP, HFC | FTTP, HFC | HFC | FTTP |
Typical Evening Speed: LIVA Telecom is currently collecting representative performance data for these plans during the busy period. Typical Evening Speed refers to the typical speed residential customers can expect during the busy evening period between 7:00pm and 11:00pm. Indicative observed test speed: The indicative observed test speed is based on limited current testing and is provided for general guidance only. It is not guaranteed speed and may change as more representative data becomes available. Actual speeds may vary due to factors including the customer’s nbn® technology type, service address, in-premises wiring, modem/router capability, Wi-Fi performance, device capability, network conditions, the number of connected users and the websites or online services being accessed. The speed tier refers to the wholesale speed tier of the plan and is not a guarantee that the customer will receive the maximum download or upload speed at all times. | |||||
The 2-Year Price Lock Offer
The 2-Year Price Lock is available to eligible new customers until varied or withdrawn by LIVA Telecom for future orders.
The 2-Year Price Lock applies only to eligible nbn® plans with a wholesale download speed of up to 1000 Mbps. It does not apply to nbn® plans above 1000 Mbps (including the 2000 Mbps Hyper HFC and Hyper Fibre plans), OptiComm plans, or Fixed Wireless plans.
LIVA Telecom may vary or withdraw the Price Lock for future orders. If a customer’s eligible order has already been accepted, the 2-Year Price Lock will apply for 24 months from the service activation date, subject to the applicable terms.
The 2-Year Price Lock Offer applies to the eligible base monthly internet plan fee for 24 months from the service activation date.
LIVA Telecom will not increase the eligible base monthly internet plan fee during the 24-month Price Lock period and will absorb ordinary nbn® wholesale price changes affecting the plan.
The price lock does not apply to optional add-ons, modem/router or hardware charges, delivery fees, installation charges, relocation charges, phone services, Static IP charges unless specifically included, late payment fees, charges for additional services, charges already incurred, plan changes, or new or changed taxes, levies, government charges or regulatory charges.
The service is supplied month-to-month with a minimum term of 1 month. This is not a fixed-term contract. The customer 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.
After 24 months, the 2-Year Price Lock ends and the plan will continue month-to-month at LIVA Telecom’s then-current monthly price unless the customer changes plan or cancels the service. Notice of any price change will be provided where required.
Optional Kaspersky Plus purchase
From 15 October 2026, available on eligible fixed-line nbn plans other than 25/10, 50/20 and 100/20, which have a separate included benefit.
$25 once for 1 device for 12 months, paid at checkout. No promotional recovery charge or minimum internet service period applies to this paid licence. No automatic renewal. Device compatibility and Kaspersky terms apply. Price includes GST. OptiComm and Fixed Wireless are excluded from this one-device offer.
Information about the service
What is the service?
LIVA Telecom's nbn® broadband service uses nbn® network infrastructure, including Fibre to the Premises (FTTP) and Hybrid Fibre Coaxial (HFC), to deliver residential broadband to your home.
These services provide the typical evening download and upload speeds listed above. Actual speeds may vary depending on network conditions and in-home setup.
Where is it available?
These services are available in locations where nbn® Fibre to the Premises and/or HFC has been rolled out.
Availability depends on your address.
What do I need to access the service?
To access this service:
- Where applicable, nbn® will install equipment both outside and inside your premises (near a power point). A person aged 18 years or over must be present for the appointment.
- You will need an NBN-ready router capable of supporting higher speeds.
- HFC customers will require an nbn® Network Termination Device, provided free of charge by nbn®.
What is included?
Features of this service include:
- Australian-based phone support
Do I have to bundle anything with the service?
Bundling is not compulsory.
You may choose to bundle your broadband service with:
- a home phone service (VoIP), or
optional add-on features such as a static IP address.
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.
Qualifications
This service may be restricted or cancelled if:
- You fail to pay your bill
- You are abusive to 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 for this service.
Exit fee
There are no exit fees for this service.
Set-up fee
There is no set-up fee for this service.
Equipment fees
You are not required to purchase a modem/router from LIVA Telecom.
If you choose to purchase equipment from us:
- Selected modem/router options start from $69. Prices vary by model, plan compatibility and selected equipment. The final equipment price is displayed during checkout.
- $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 a nbn® connection. This includes, but is not limited to, lots under reconstruction, new dwellings, and new buildings requiring a new mailing address. We will inform you upon signup if this fee may apply.
Other possible charges
- If you bundle your broadband service with a phone service or add-on features, your monthly charges may differ.
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:
- Where an nbn®-funded NTD upgrade is included with an eligible 2000 Mbps order, no NTD upgrade charge applies. Other optional NTD changes may cost up to $100. Contact our support team to confirm availability and applicable charges before requesting an NTD change.
- 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.
Note: All prices listed in this Critical Information Summary are inclusive of GST.
Changes to your plan
LIVA Telecom may change plan pricing from time to time.
If a change is materially detrimental, we will provide at least 30 days' written notice.
Other information
Call and usage information
You can monitor your usage through the LIVA Telecom customer portal, available on the web. www.livatelecom.com.au
Customer service
LIVA Telecom provides an Australian-based and Overseas customer support team for technical support, account enquiries and sales assistance.
Current 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 our complaints 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