WHAT YOU NEED TO KNOW – INFORMATION ABOUT OUR SERVICES
We hope the information below will assist you with the use of our services.
1 : MANAGING YOUR SPEND
Usage notifications:
If your Internet plan includes a data allowance, we will provide you with notifications via email when you reach 50%, 85% and 100% of that allowance. These plans will “shape” (slow down) your connection unless you purchase a data pack or your monthly usage resets on the 1st of the month.
Usage notifications may not occur in real time and may be delayed up to 48 hours after you actually reached the respective thresholds.
Other ways of managing your spend:
There may be other ways of keeping your spend on track, such as choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend online through our portal. Please contact us for more information.
Estimate your data usage:
The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills (if your service charges for usage beyond your included data allowance). Please note that actual usage will depend on the device used and other factors. The information below is based on averages and provides estimates only.
| Email text only | 30 – 50 KB |
| Email with attachment, i.e. document or photo | 350 KB – 4 MB |
| Website viewing | 1 MB |
| Streaming video/minute | 7 MB (SD), 30 MB (HD) |
| Streaming music/minute | 1 MB |
| Downloading a song | 6 MB |
| Downloading an app | 30 – 100 MB |
| Uploading a photo | 4 MB |
| Making a video call with an app/minute | 8 MB (SD), 24 MB (HD) |
Online streaming services, such as Netflix, can consume large amounts of data. Information from their website (https://help.netflix.com/en/node/87) shows :
“Watching TV shows or movies on Netflix uses about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD video. Downloading and streaming consume a similar amount of data. If you are concerned with data caps or bandwidth limits, you can adjust your data usage settings by following the steps below.
Adjust your data usage settings
- Access your Account page from a web browser and select Playback Settings.
- Select your desired data usage setting (please note that each estimate below is per stream, and that restricting data usage may affect video quality):
- Low (0.3 GB per hour)
- Medium (SD: 0.7 GB per hour)
- High (Best video quality, up to 3 GB per hour for HD and 7 GB per hour for Ultra HD)
- Auto (Adjusts automatically to deliver the highest possible quality, based on your current Internet connection speed)
- Select Save
Note: It may take up to 8 hours for these changes to take effect.
Data usage settings only apply to the Netflix profile you set them from, meaning you can have different data usage settings for each profile. If you are concerned about the total amount of data that Netflix uses, make sure to change this setting for each profile.”
2 : PAYING US
Your bill:
We will bill you monthly in advance and your bill will be emailed to you.
Bill payments are via direct debit. You can choose to supply bank or credit card details. There are no extra fees unless you choose Diners Club or American Express, however if the direct debit payment is unsuccessful, you will be charged dishonour fees by the direct debit provider (currently $3.30).
Financial hardship:
Our financial hardship policy is available here:
3 : HARDWARE AND WARRANTIES
Where we supply hardware, e.g. a router, etc., you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.
4 : DEALING WITH US
Your account can be managed by you, online, via our portal. You will be required to login using details known to the primary account holder. Password resets are actioned via an SMS message to the mobile number associated with the account, or by email if no mobile number has been supplied.
Our portal is provided free of charge. If you need assistance gaining access, please contact our friendly customer service team.
If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, please use this form:
5 : FEEDBACK AND COMPLAINTS
We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available here: