General
Fair Go Policy applies to all Optus internet, voice and add-on services. Offer available to credit approved customers. Available in selected areas.
These plans are subscription plans that do not include paper bills and require you to set up automatic payments (i.e. direct debit) via a credit, debit or charge card as the only payment method for these plans. Automatic payments from a bank account is not an option. See “Payment Information” below for more details.
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 home 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 experienced between 7pm and 11pm, which is the busy time for residential consumer 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. See optus.com.au/5gspeeds to learn more.
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 Speed 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 Speed 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 no. 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 Speed 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 Speed 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 no. 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.
Optus 5G Standalone (SA)
Available for eligible customers on the Optus 5G network.
Optus 5G SA is currently available for new and recontracting 5G home internet customers using an Optus Ultra WiFi 5G modem on an eligible plan, who purchase or recontract to an eligible plan from 26 August 2024.
All other existing customers using an Optus Ultra WiFi 5G modem on eligible plans will gain access to 5G SA at a later date – timing to be confirmed.
Payment Information
You will be automatically charged via your selected credit, debit or charge card at the start of each payment cycle for recurring charges. By signing up to these plans, you are agreeing to the Optus automatic payment terms at optus.com.au/about/legal/automatic-payment-terms. For further details visit optus.com.au/paymentsetup.
An electronic tax invoice will be provided after payment. We do not provide paper bills or invoices for these plans. You can view your Invoices and update your payment details at any time in My Optus app or by visiting MyAccount.
As your payment method is required to be automatic payments in the form of direct debit from a credit, debit or charge card, there are no processing fees. For more info, go to optus.com.au/payments.
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 is calculated by adding the full device costs (if any) and one month 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 Home 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 Home 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 home 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
Optus Sport: Optus Sport is a rolling subscription. Personal viewing in Australia only. Content and features may change. Streaming quality dependent on your device, service provider and internet connection. Optus Sport may be available to purchase through other channels and additional T&Cs may apply. Fair Go Policy applies. For full T&Cs visit https://sport.optus.com.au/terms.
Optus Pause: Available to Optus consumer and SMB (exc TechFund and Fleet) customers with an eligible mobile, home internet and/or nbn service (up to max. of 30 Optus services). Enabling Optus Pause will disable access to data (via mobile and/or WiFi) to the selected Optus services and devices for the chosen period. Optus Pause may be withdrawn without notice. See: https://www.optus.com.au/customer-extras/optus-pause more info and further T&Cs.
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 at netflix.com.
Stan is provided by Stan Entetainment Pty Ltd. STan streaming subscription required. More information at stan.com.au
YouTube is a trademark of Google Inc.
$15/month discount for 6 months: Available to new and existing customers with a Mobile, Home internet or Data plan service (Primary Service) connected or an order pending connection (either an earlier order or in the same transaction) who sign up any eligible new mobile, Home internet or Data plan service (Second Service). The $15 discount for 6 months applies only to the standard monthly access fees on each Second Service and reverts to standard in-market price after 6 months. The discount does not apply to any add-ons or linked device payments and is forfeited if you cancel, recontract or change your Second Service to an ineligible plan. Not available with other offers unless specified. Excludes Prepaid and Watch plans. Offer available until withdrawn.
Standard Introductory Offer
5G Internet Entertainer Superfast for $89/month for 6 months: When you sign up, recontract, or change plans to the 5G Internet Entertainer Superfast plan you will only pay $89/month for 6 months and then pay the standard in-market plan fee (currently $99/month) thereafter. This offer is available to consumer and business customers with a valid ABN/ACN only. It is not available with any other offer unless specified. The offer is forfeited if you recontract or change to an ineligible plan, or you cancel your 5G Internet Entertainer Superfast plan.
The terms and conditions of these plans are set out at optus.com.au/standardagreements.
