General
Fair Go Policy applies to all Optus internet, voice and add-on services. Offer available to credit approved customers. Available in selected areas.
Serviceability
The 5G internet service is only available in selected areas on the Optus 5G Network with the modem supplied by Optus. There may be technical or other reasons that affect your ability to access the service at your address. The service qualification check is an indication that you are within 5G coverage, it does not guarantee that your address is 5G serviceable. If you are unable to establish a 5G connection within the first 30 days, Optus reserves the right to:
- cancel your service contract with us; or
- offer an alternative internet service.
The 5G internet service must be used at the address provided during the service check. If at any time it’s detected that the Optus provided modem has been (or is being) used at a different location other than that provided to Optus in the original service check (i.e., service address), Optus reserves the right to suspend or cancel your 5G internet service. If you decide to move, you will need to refer to “Relocating to a new address” below for more information.
Installation
You can self-install the 5G internet Service. We recommend that you position the modem close to a window to maximise signal strength.
Equipment needs and Device Payment Plan
To use the service, you will need the Optus provided 5G modem and an Optus SIM. The cost of this device is $468. However, Optus will cover the $468 cost of the device if you remain connected for 36 months on a Device Payment Plan (DPP). During the 36-month term of the DPP, your device payments will be reduced by a prorated, monthly credit over the term of the DPP.
You will need to remain on an eligible Optus 5G internet plan for the term of your DPP. If you cancel your eligible plan or move to an ineligible plan before the expiry of your DPP, your DPP will be cancelled and you’ll need to pay out the remaining device payments in full, calculated as $13 multiplied by the number of months remaining on Device Payment Plan (Remaining Device Payment Fee) and any applicable device credits or discounts will be forfeited. This is subject to your Australian Consumer Law rights.
Speed
The Typical Busy Period Speeds advertised are the typical expected download and upload speeds.
Residential Consumer Internet The Typical Busy Period Speeds advertised are the typical expected download and upload speeds experienced between 7pm and 11pm, which is the busy time for residential consumer Internet traffic (based on a representative group of customers).
Business Internet The Typical Busy Period Speeds advertised are the typical expected download and upload speeds experienced between 9am and 5pm, which is the busy time for Business Internet traffic (based on a representative group of customers).
The actual speed you will experience at any given time will vary depending on a number of factors including network (i.e., signal, proximity, line of sight, or congestion), location (i.e., modem placement, distance from the Optus 5G tower, geography, obstructions), and other factors (such as weather, hardware, software). Depending on which 5G internet plan you’re on, you are covered by our 40Mbps or 50Mbps Satisfaction Guarantee.
In the event of an interruption to the Optus 5G Network service, your service may continue to operate on the Optus 4G Plus Network (if available) depending on the nature of the interruption. Learn more about 5G internet speeds.
The Optus 40Mbps Satisfaction Guarantee
If at any time during the term of your eligible plan, you’re not satisfied that you are getting download speeds of at least 40Mbps, or you cannot receive a 5G signal at your service address, simply report the issue that you are having to us, and we will investigate the issue. Optus reserves the right to independently test the speed of your connection to verify that you are receiving a connection speed of less than 40Mbps. If your issue is within the terms of the 40Mbps Satisfaction Guarantee, we will confirm your eligibility to cancel your service and Device Payment Plan (DPP) under the Guarantee. Cancellation is effective immediately following this confirmation. You must return the Optus 5G modem to us in good working order within 30 days of cancellation or you will be charged the remaining cost of your modem in one lump sum, calculated as $13 x number of months remaining on your DPP (Remaining Device Payment Fee).
This Guarantee does not affect your rights under any law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
If a failure with the service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the service.
The Optus 50Mbps Satisfaction Guarantee
If at any time during the term of your eligible plan, you’re not satisfied that you are getting download speeds of at least 50Mbps, or you cannot receive a 5G signal at your service address, simply report the issue that you are having to us, and we will investigate the issue. Optus reserves the right to independently test the speed of your connection to verify that you are receiving a connection speed of less than 50Mbps. If your issue is within the terms of the 50Mbps Satisfaction Guarantee, we will confirm your eligibility to cancel your service and Device Payment Plan (DPP) under the Guarantee. Cancellation is effective immediately following this confirmation. You must return the Optus 5G modem to us in good working order within 30 days of cancellation or you will be charged the remaining cost of your modem in one lump sum, calculated as $13 x number of months remaining on your DPP (Remaining Device Payment Fee).
This Guarantee does not affect your rights under any law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
If a failure with the service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the service.
Payment Information
Non-direct debit fee: A $2.20 fee will be charged each month if you choose not to pay your bill by direct debit. To set-up direct debit go to Optus.com.au/myaccount. For payments made by credit, debit, charge or prepaid cards, the non-direct debit fee will not apply, but payment processing fees may apply (see below).
Payment processing fee: If you pay by BPay savings or direct debit from a bank account or credit card, there are no processing fees. A processing fee applies to non-direct debit payments made by credit or charge card and/or if you pay at Australia Post. For details go to Optus.com.au/payments.
Paper invoice fee: A $2.20 paper invoice fee will be charged each month if you choose to receive a paper bill. For online billing or to request an email bill go to Optus.com.au/myaccount.
Minimum term and minimum total cost
New and existing customers can connect to a 5G internet plan on a month-to-month contract. The minimum total cost for each month-to-month plan includes the total cost of the modem plus the cost of the applicable plan fee.
Minimum term and charging commence when your service is activated. Service activation occurs when the modem is delivered to your address or if in-store, when the modem is handed to you.
Cancellation fees
You can cancel your plan at any time by notifying us. You will not receive a refund of charges paid in advance for the remainder of your payment cycle, unless otherwise set out in our agreement and subject to your consumer law rights. Any related device payment plan will be cancelled, and you’ll need to pay out any remaining device payments in full and any other charges owing, as a one-off payment.
For Netflix subscription via SubHub - If you wish to retain access to Netflix after cancelling your plan in SubHub, you can set up alternative payment methods. Contact Netflix to discuss billing options. See “Netflix and Optus SubHub” terms below for more information.
Relocating to a new address
If you are moving to an area where 5G Internet is not currently available, Optus will endeavour to provide an alternative service that may be available within the new area and will cease providing the existing 5G Internet service.
Before relocating to a new address, you must contact us to perform a service qualification check to determine if 5G Internet is available at your new address. If your new address is not 5G serviceable, we will offer you an alternative broadband service. If you choose not to proceed with any alternative Optus internet service offered, you must return the modem within 30 days in good working order, in order to cancel your Device Payment Plan. If the modem is not returned in good working order within 30 days, you will be required to pay the Remaining Device Payment Fee (if any).
Netflix and SubHub
Optus SubHub is a platform for you to manage a selection of your paid subscriptions with ease by uniting them together in one place.
The 5G Internet Entertainer Superfast plan includes a Netflix Standard plan (available via Optus SubHub platform).
Access to the Netflix service is provided to you by Netflix Australia Pty Ltd. The internet and other services and features included in the 5G Internet Entertainer Superfast plan are provided by Optus.
- To activate or link Netflix to SubHub, you will first need to set up a SubHub account via the SubHub platform using your MyAccount login credentials.
- To enjoy Netflix as part of your 5G Internet Entertainer Superfast plan, Netflix must be activated via the SubHub platform or a tokenized link.
- If you already have an existing Netflix account, this will need to be linked to your 5G Internet Entertainer Superfast plan when you activate Netflix as part of your plan. You will be asked to enter your Netflix login credentials to link your account. Netflix will continue to charge you separately for any existing Netflix account until it is linked to your 5G Internet Entertainer Superfast plan. For any queries regarding the billing of your existing Netflix account by Netflix, please contact Netflix directly.
- If your existing Netflix account is billed through Apple, you will need to cancel your Apple billing arrangement to avoid being double billed for Netflix when you activate your 5G Internet Entertainer Superfast plan.
- Optus is not able to activate your SubHub account or Netflix on your behalf. Your personal subscriptions in SubHub can only be privately managed by you. Accordingly, it is your responsibility to ensure you activate and link your Netflix account to obtain the benefit of your 5G Internet Entertainer Superfast plan.
- The pricing benefit of the Netflix inclusion is not available to the customer until activation of your 5G service.
- If you activate your Netflix inclusion before your 5G service is active, you will be separately charged for Netflix by Optus until activation of your 5G service.
- Netflix content is not viewed via the SubHub platform. Customers will need to log in and use Netflix on their device.
- Currently, customers who buy more than one internet plan which include Netflix (whether it is with an nbn or 5G internet service) will only receive the benefit of one (1) Netflix Standard plan. If Optus is made aware that you’ve purchased more than one internet plan with Optus which includes Netflix, we will contact you to discuss your options and/or to help ensure you’re on the right plans.
- If you cancel your 5G Entertainer Superfast plan and you:
- still have still have a SubHub account connected to an Optus Service (e.g., an Optus mobile service or you transfer to another Optus internet plan), then your Netflix account will not be automatically cancelled. Rather, Optus will commence billing you for your Netflix account separately at the current retail price unless you cancel Netflix in SubHub; or
- have no other Optus Service connected to SubHub, then:
- For customers that were previously Netflix members, Netflix will automatically resume charging the payment method that they have on file for you once your Internet Entertainer Superfast offer ends. If you wish to review the details of your Netflix account, please visit the ‘Account’ page on the Netflix website.
- For customers that were not previously Netflix members, your Netflix account will be placed on hold unless you transfer your billing arrangements to Netflix or another third party provider.
Other Inclusions, optional add-ons and services
Charges may apply for optional extras including entertainment services. By signing up to an optional extra, you agree that it is subject to change including cancellation. We’ll try and give you at least 21 days’ notice of a change, however, this does not entitle you to cancel your plan. Optional extras can be cancelled by us or you at any time; you just need to pay for any charges until the end of your payment cycle.
Changes to an Optus service may not be instantaneous and could take 24-48 hours after the change is requested.
There may be other special promotions, optional extras or subscriptions that you may access from time to time that are not set out here. Additional terms and conditions (including charges, changes and cancellation rights) may apply to such special promotions, optional extras and subscriptions.
Trademark Notices
Netflix is a trademark of Netflix, Inc. *Netflix streaming subscription required. More information, visit Netflix.
Stan is provided by Stan Entetainment Pty Ltd. Stan streaming subscription required. More information, visit Stan.
YouTube is a trademark of Google Inc.
Introductory Offer
If you sign up or recontract, to an eligible Optus 5G plan, you will receive $10 off your plan access fee per month, for the first 12 months, and then pay the standard in-market plan fee thereafter. This is available to consumer and business customers with a valid ABN/ACN only. The offer is not available with any other offer, unless specified. The discount is forfeited if you recontract, change, or cancel your Optus 5G plan.
Promo Plan Offer
Promo plan available until 12/11/26. Available to eligible new and existing home internet customers who sign up to a Promo 5G plan. Also available to Business customers with a valid ABN/ACN. Excludes recontracts and rate plan plans changes. Intro offer is forfeited if you recontract, change, or cancel your Optus 5G Internet plan. Pricing reverts to the standard in-market plan fee after 6 months.
