Residential Opticomm Plans
Critical Information Summary – OptiComm 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 included and pricing
| Plan | Fibre Start | Fibre Plus | Fibre Pro | Fibre Ultra |
|---|---|---|---|---|
| Speed Tier (Mbps) | 25/10 | 50/20 | 500/50 | 1000/100 |
| Voice Only – Min/Max Monthly Charge | N/A | N/A | N/A | N/A |
| Unlimited – Min/Max Monthly Charge | $76 | $89.95 | $109 | $119 |
| Typical Evening Download Speed (7pm–11pm) | ~23 Mbps | ~47 Mbps | ~500 Mbps | ~875 Mbps |
| Typical Evening Upload Speed (7pm–11pm) | ~9 Mbps | ~18 Mbps | ~44 Mbps | ~42 Mbps |
Information about the service
What is the service?
LIVA Telecom's OptiComm fibre broadband service uses OptiComm network equipment to deliver fibre broadband connectivity to your premises.
These services provide the typical evening download and upload speeds listed for each plan in the table below.
Where is it available?
These services are available in areas where OptiComm infrastructure has been deployed.
For availability details, customers should refer to the LIVA Telecom website.
What do I need to access the service?
- You must have the required OptiComm equipment installed at your property. If this equipment is not already installed, you will need to contact OptiComm on 1300 137 800 to arrange installation before signing up with LIVA Telecom.
- You will also need a modem/router compatible with Fibre to the Premises (FTTP) services (see Equipment fees below).
What is included?
Features of this service include:
- Australian-based and overseas-based customer support
Bundling requirements
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.
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.
For Opticomm, the early termination fee is $50 if you cancel within the first 6 months, subject to the General Terms and applicable law.
See the General Terms for cancellation before provisioning, exceptions and refund rights. For help requesting cancellation, call 1300 345 148 or visit Support.
Qualifications and restrictions
This service may be restricted 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.
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.
Information about pricing
Excess usage
There are no excess usage charges.
Exit fee
Early termination fee - Within 6 months $50
Set-up fee
There is no set-up fee.
Equipment fees
You are not required to purchase an OptiComm-ready modem/router from LIVA Telecom.
If you choose to purchase one from us:
- Modem/router pricing starts from $209 plus postage.
Postage options:
- $20 postage applies to the modem.
New development fee
OptiComm may charge a fee for deploying network infrastructure to new premises or dwellings, the actual fee payable is determined on a case-by-case basis. This fee may be applied to each new premises requiring an OptiComm connection. This includes, but is not limited to lots under reconstruction, new dwellings, and new buildings requiring a new mailing address. This charge of $300 will be payable directly to OptiComm before you commence signup with us or you can opt to pay it through us to pass on.
Connection charge
A connection charge may also apply:
- $330 if your property is classified as OptiComm Class 1–3, or
- $550 if classified as Class 5.
You will be informed during signup if this charge applies.
Other possible charges
- If you bundle broadband with a phone service or optional features, your monthly costs may vary. For phone services, refer to the relevant Critical Information Summary.
- You may change plans at any time at no cost.
- OptiComm may charge a $97 (as billed by Opticomm) missed appointment fee if you fail to attend a confirmed installation or fault appointment.
- 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.
- If upgrading mid-billing cycle, you must pay the price difference.
- Plan downgrades are not prorated and no refunds apply.
- Appointments are locked in 24 hours prior and cannot be changed without incurring this fee.
Note: All prices in this Critical Information Summary include GST.
Other information
Call and usage information
You can check your usage through the LIVA Telecom customer portal.
Customer service
LIVA Telecom provides Australian-based and overseas-based customer support for technical, account and sales enquiries.
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. www.livatelecom.com.au
Telecommunications Industry Ombudsman (TIO)
If your complaint is not resolved 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
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