NBN Phone and Internet is Flip’s residential telephony service where there is a requirement for one telephone and an internet service. The service is delivered via NBN Co access infrastructure.
This service is a residential and small business offering that is comparable to the “Plain Old Telephony Service” (POTS) offered on legacy copper infrastructure. Legacy copper infrastructure will be phased out – this product is a replacement for the POTS product. Given this service is replacing the traditional copper-based POTS, it has been designed to offer features offered with POTS including local calls, national calls, international calls and calls to mobiles.
There is a range of services that work over the NBN Phone Service, however due to the diversity and complexity of end devices (that are connected over the service) we recommend our customers test these services to ensure they work. This includes fax to national and international numbers, EFTPOS, back to base alarms, Foxtel program purchases (via landline) and analogue modems. While these services may work on the service, Flip does not provide any assurance around their performance.
There are other services which will not work over this service, including VoIP-based fax, priority assistance, calls to 19/1900 and 0500 numbers and Universal International Freephone Numbers (UIFN).
The NBN Phone service can only be purchased as part of a bundle with other NBN Internet services.
The NBN Phone and Internet services are delivered via the National Broadband Network (NBN). . The NBN technology provided in the area may vary, including Fibre to the Premises (FTTP), Fibre to the Node (FTTN), Fibre to the Building (FTTB), Fibre to the Curb (FTTC), Hybrid Fibre Coaxial (HFC) and NBN Fixed Wireless.
As with POTS, customers may choose to port (transfer) their phone number from their existing provider to Flip.
We may not be able to port your number in all circumstances, including where you fail to provide correct account details, or because of contractual obligations with your existing provider. If you are porting your number to Flip, inbound calling to your number will not commence until porting is complete, which will take a further 5 to 10 business days.
NBN Phone is delivered as an over-the-top service via NBN Internet. Flip provides a gateway device (i.e. a modem) which will enable the NBN Internet and Phone services.
Please note the following important demarcation points.
NBN will install the NTD at the premises (depending on the technology). If the end-customer dwelling has had NBN services before, they may already have a NTD installed. This will be confirmed with you when we service qualify your site.
Flip does not guarantee that devices (including gateway devices/modems) from other suppliers will work with the NBN Phone or Internet services. You are responsible for supplying, installing and managing your devices (e.g. analogue phones). Any re-configuration of the your devices is your responsibility and is not undertaken by Flip or its agents. Internal wiring issues are your responsibility. You may choose to get a private technician to do the required work.
NBN Phone supports the following Inbound and outbound calls:
(a) inbound and outbound:
(b) inbound-only calls, such as 1800 calls; and
(c) outbound-only calls, such as:
The features offered with NBN Phone include:
NBN Phone does not have the following features:
In general, unwelcome calls are unsolicited communications that, by virtue of the content, frequency or timing, are offensive or tend to menace and harass the recipient. A life-threatening call is more serious and involves the use of a telecommunications service connected with an event actually or potentially perilous to human life.
Flip has implemented appropriate processes to assist customers resolve issues of unwelcome calls and to provide assistance in life-threatening situations in an efficient and expedient manner.
If you require a new number, Flip can allocate this for you. The geographic number allocated to you will be based on the service delivery address that you nominate in the application process or of which you subsequently advise us. The number allocated to you will be at Flip’s discretion. If you move the service delivery address, Flip may be required to give you a different service number based on your new service delivery address.
Local Number Portability (LNP) provides a means for customers to change their physical network connection from one carrier to another and retain their existing local telephone number(s). Porting arrangements have not been established with all carriers. Accordingly, it may not be possible to port a number to the service or away from the service.
During the process of porting the number from another supplier’s network to Flip, there may be a period when the service is interrupted. If we have arranged a port-in request on your behalf and this is successfully completed, it is your responsibility to contact the losing provider to cancel your service with them.
The NBN Internet service is not supplied with a battery back-up option.
Flip will not be liable for any inability to ensure that you can make emergency calls if the failure is caused by.
(a) failure of your equipment or network equipment at the building because of a mains power outage, interference with or misuse of your equipment or network equipment by end-users, or wear and tear;
(b) failure of in-building wiring because of physical damage at the building;
(c) failure of an access line because of damage or interference caused by a third party or by environmental factors;
(d) failure due to access to an emergency call service being barred on the equipment by you; or
(e) failure because of a denial of service attack where reasonable measures have been taken to minimise the impact of such an attack.
Flip strongly recommends that you have an active mobile phone service accessible at all times.
Flip may otherwise limit or restrict your access or there may be disruptions to the other features of the NBN Phone and Internet services, including due to:
(a) maintenance or upgrade work on networks or facilities, if we provide you with reasonable notice; or
(b) circumstances beyond Flip’s control, including, but not limited, to:
If you have a requirement to use an alarm service that is dependent on the availability of the NBN Phone service, it is paramount that you consider the provision of a suitable battery back-up unit for use in the event of a power outage. Flip does not supply a battery back-up with the power supply. Further information is available on www.nbnco.com.au/battery
Battery Back up General information
The back-up battery is designed only to maintain power to the voice and the data ports on the NTD. It will not operate to supply back-up power to your handsets or to your broadband equipment. If chosen as an option, the battery has a warranty period of two years from the date of installation. Replacement of a back-up battery that has ceased to supply electrical charge will be your responsibility. Equipment supplied by NBN Co, including the NTD, fibre connectors and other connectivity equipment is and always remains your responsibility.
NBN Phone is delivered to customers using our suppliers’ Standard Access Agreements – in particular, through the NBN Co fibre access infrastructure. NBN Phone is available in selected locations, depending on NBN rollout and our suppliers’ availability. Flip does not guarantee provision of service to every applicant.
An existing order can be withdrawn. Fees may apply if the withdrawal involves late cancellation of a LNP port.
6. SERVICE LEVEL AGREEMENT
Flip will endeavour to make NBN Phone and Internet services available to customers 24 hours a day, 7 days a week. However, NBN services are not fault-free and we cannot guarantee uninterrupted service, or the speed, performance or quality of the service.
Installation Targets
The installation lead time targets are subject to the availability and capacity of installed network infrastructure of our supplier.
The installation lead time target only applies if a new Flip number is to be allocated to the service. The installation lead time target does not apply if porting your number is required., in which case an additional 5 business days may apply.
Flip will use its best endeavours to adhere to the installation lead time targets.
The installation lead time targets commence from the date of the order acceptance notification.
Flip may modify these lead times due to changes notified to us by NBN Co in relation to lead times.
In some cases, Flip will not be able to deliver the ordered service by the advised installation lead Time target due to limitations imposed on Flip by third-arty service providers.
You must be available for appointments set by Flip and its contractors. In a shared building, you are responsible for ensuring that Flip and its contractors have access to the main distribution frame (MDF) and riser cables where required.
Flip will use its best endeavours to adhere to the availability targets, however failure to achieve the availability targets does not entitle You to a rebate.
Availability is calculated per calendar month as the total standard service hours for the relevant month, less any unplanned outages during the relevant month, divided by the total Standard Service Hours for the relevant month, expressed as a percentage.
The availability target for NBN Phone availability is 98.9%.
Flip generally allocates customers on NBN Internet plans dynamic IP addresses, which may change from time to time. A static IP address can be provided at an additional cost.
NBN services which are allocated a dynamic IP address are Carrier-Grade NAT (CGNAT), sharing a unique public address between multiple users. The main internet services that may be affected by CGNAT include:
(a) file sharing (torrents, file transfer portals, etc.);
(b) web servers;
(c) email servers; and
(d) security cameras.
These issues do not affect most users and do not impact any services allocated a static IP address.
CGNAT NBN services tend to make it more difficult for your devices to be compromised as they do not directly expose your router/modem to the public internet.
Flip will use its best endeavours to adhere to the service restoration targets.
Service restoration targets are the maximum elapsed time during standard service hours between the customer reporting a fault to Flip or Flip responding to an alarm, and confirmation to the customer that the service has been restored.
Some non-interrupted faults may require monitoring over a period to effectively diagnose and resolve the problem and this will be advised to the customer as the fault is investigated.
The service restoration targets in different areas are as follows:
Urban Area – Next Business Day
Major Rural Area – Second Business Day
Minor Rural Area – Second Business Day
Remote Area – Third Business Day
NBN is only available in selected coverage areas. The installation fees are charged on your first Flip bill. Access fees are charged from the date Flip activates your NBN connection. Flip will rely on the NBN service activation date in relation to billing charges, irrespective of whether the service is online. It remains your responsibility to connect the service. You are responsible for your internet use and wireless security. Flip takes no responsibility for any data downloaded and/or the content stored on your computer. All Flip Internet services are subject to Acceptable Use Policy, which can be viewed here.
8. Pre-authorisation
All plans for the Service incur a pre-authorisation period. Flip will place a hold on the nominated payment method for the amount of your first bill for 5-12 business days, after which the funds will be released back to the card. Should your transaction be declined during this period, Flip will not proceed with your order.
If equipment (e.g. modem or WiFi extender) is selected, the nominated payment method will be charged upfront prior to dispatch. If the payment method is declined, the modem will not be dispatched and the order will be placed on hold or withdrawn until payment is confirmed.
Upon activation from NBN, the nominated payment method will also be charged:
(a) standard monthly charge pro rata.
(b) standard monthly charge one month in advance; and
(c) if applicable, NBN new development charge of $300.00.
All downgrades should be completed within 48 business hours of the request. There are no charges applicable.
All upgrades should be completed within 48 business hours of the request. There are no charges applicable.
NBN relocations are treated as two separate transactions. At the existing site, the NBN service needs to be cancelled and all outstanding charges need to be paid. The new site is considered as a new connection and charges will be dependent on whether the site is classed by NBN as a new development site or a standard installation.
The speeds depend on the speed plan you have purchased. The speed plans include:
(a) 12/1 Mbps Estimated (Typical evening speed 12Mbps Download and 0.8Mbps Upload).
(b) 25/10Mbps Estimated (Typical evening speed 25Mbps Download and 8Mbps Upload).
(c) 50/20 Mbps Estimated (Typical evening speed 50Mbps Download and 17Mbps Upload).
(d) 100/20 Mbps Estimated (Typical evening speed 97Mbps Download and 17Mbps Upload).
(d) 250/25 Mbps FTTP and HFC Technology only (Typical evening speed 236Mbps Download and 21Mbps Upload).
(e) Fixed Wireless Plus (Typical evening speed 46Mbps Download and 13Mbps Upload).
Flip cannot guarantee any speeds. The speed will differ due to aspects including the different NBN technology connected at each premises as follows:
(a) For FTTN nbn™ access services, the maximum line speed is affected by factors including:
(b) For FTTB nbn™ access services, the maximum line speed is affected by factors including:
Flip does not take responsibility when speed is affected by co-existence. Co-existence occurs when both asymmetric digital subscriber line (ADSL) and VDSL2 nbn™ services are present in the same area at the same time. Co-existence reduces the access bandwidth of the VDSL2 nbn™ access service. The following access bandwidths are considered acceptable during co-existence:
(c) For fixed wireless nbn™ access services, the maximum line speed is affected by factors including:
Fixed wireless services work in a radio environment on a contention basis and depend on how many active users are connected to that cell at that time. In summary, this means you may receive slower than expected speeds during peak hours or off-peak hours depending on the number of users using the network. Fixed wireless is a best effort service, therefore, speed is not guaranteed.
You must use your NBN Internet service in accordance with any limits stated in the plan that you subscribe to for the use of that service. We may limit, suspend or terminate your NBN Internet service if you unreasonably exceed such limits. Speed will be limited to 256kbps once the total monthly data download limit is exceeded. Speed will revert to the speed for the NBN Internet service plan to which you subscribe at the start of a new calendar month.
The NBN new development charge gets charged to the first service ordered at a building which has been flagged by NBN Co as a new development location. The NBN new development charge is $300.00 including GST.