During the term of your 5G Home Internet plan, if you're not receiving speeds of at least 50 Mbps, or you're unable to receive a 5G signal, report the issue to us.

If the issue is within the terms of our 50 Mbps Satisfaction Guarantee, we'll confirm your eligibility to cancel your contract. *

*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.

You can perform a speed test via Ookla (or an equivalent speed test).

Contact us and we'll first attempt to resolve the issue. If we can't resolve the issue and we've determined that it's speed or signal related, we'll cancel your service. If you're on a 24-month plan, you will not have to pay cancellation fees. 

You must return the Optus supplied 5G device within 30 days of cancelling your service. The device must be returned in good working condition. 

If the device isn't returned, you must pay a non-return fee of $330.

See full instructions on how to return your Optus 5G Wireless modem here (including how to get an eParcel return code to return your modem via Australia Post).

You can claim at anytime during the life of your contract. Refer to the claim process above.

Moving house? Find out more about relocating your 5G Home Internet service here.

More info about 5G Home Internet can be found here.