Residential Fibre / HFC Plans
Critical Information Summary – nbn® Broadband
Download the Critical Information Summary for your records.
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 (9am – 5pm) | ~500 Mbps | ~750 Mbps | ~875 Mbps | ~1780 Mbps | ~1810 Mbps |
| Typical Upload Speeds (9am – 5pm) | ~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The 2-Year Price Lock is available to eligible new customers until varied or withdrawn by LIVA Telecom for future orders.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, payment processing fees, 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 cancel 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.
Kaspersky Plus promotional benefit
Eligible customers may choose a 10-day free trial of Kaspersky Plus for 1 user on 1 device. The trial begins when the order is accepted at checkout. Unless cancelled before the trial ends, it converts to a 12-month paid licence and a one-time $25.00 charge including GST will appear on the first LIVA Telecom internet invoice issued after the trial. The paid licence does not automatically renew.
| Product: | Kaspersky Plus |
| Free trial: | 10 days from checkout |
| Users / devices: | 1 user / 1 device |
| Paid licence after trial: | 12 months |
| One-time post-trial charge: | $25.00 including GST |
| Automatic renewal: | No |
The Kaspersky Plus trial is optional and must be actively selected during checkout. Kaspersky is responsible for its software, product features, updates, licence terms, privacy terms, system requirements, account requirements and product support conditions.
LIVA Telecom is not the developer or operator of the Kaspersky software. The customer is responsible for checking device compatibility, installing the software, activating the licence and accepting Kaspersky’s applicable terms before use.
The 10-day trial starts from the server-recorded time checkout is completed and the order is accepted. The customer may cancel the Kaspersky trial through LIVA Telecom before the trial ends without charge; cancelling Kaspersky does not cancel the internet service.
If the trial is not cancelled before it ends, the paid 12-month licence starts immediately after the trial. The one-time $25.00 charge will be added to the first LIVA Telecom internet invoice issued after that time and follows that invoice’s normal payment due date.
If the internet service is cancelled after the trial has converted, the $25.00 licence charge remains payable and may appear on the final invoice, subject to any rights the customer has under the Australian Consumer Law.
The paid licence ends after 12 months and does not automatically renew. Continued protection requires the customer to make a new purchase or expressly agree to another offer.
Kaspersky products may not be suitable for Australian Government systems, government-managed devices, corporate devices, school devices or other restricted environments where Kaspersky use is prohibited by policy, law or internal security rules. The customer is responsible for checking whether they are permitted to install and use Kaspersky on their device before activating the licence.
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 cancel at any time, subject to the minimum term and any other special conditions disclosed for the selected service; charges already incurred remain payable.
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, plus any applicable transaction or payment processing fees, 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
Contact & Escalation
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518