Service Description and Terms - FTTB Home Bundle

This document contains the Service Description and Terms for the supply of the Fibre to the Building (FTTB) service. The Service is supplied by TPG Internet Pty Ltd (ABN 15 068 383 737). The Standard Terms and Conditions apply to these services.

  1. THE SERVICE

    1. Fibre to the Building (FTTB) is a broadband service that is delivered using fibre optic and other network equipment that has been installed in the basement of multi-dwelling buildings. TPG makes use of existing copper wires within the building to enable communication between the customer premises and TPG's equipment. TPG's equipment uses either VDSL or G.Fast technology over the copper cables within the building.
    2. We do not guarantee provision of FTTB to every applicant. The FTTB service is only available to addresses within relevant network coverage area where there is available infrastructure to provision the FTTB service. There must be available at the service delivery address a suitable copper pair. Not all copper pairs are suitable. Limitations may include the existence of complex services being supplied over the copper pair (e.g., ISDN, Duet, Securitel, Line Hunt etc), and where there is RIM, sub-exchange, pair gain or other network elements affecting the copper pair. For FTTB, copper pairs must also be available to be connected between the customer's premises and the distribution frame in the building.
    3. The connection speed of the FTTB service will depend on the plan selected. Without limiting your rights under the Australian Consumer Law or telecommunications laws, TPG does not guarantee that customers will achieve maximum connection speeds as specified in the plan details. The speeds for the service can vary substantially due to many factors. Actual throughput speeds may be slower and could vary due to various factors including interference, customer cabling and equipment, download source, and quality and distance of in-building copper.
    4. If the FTTB service is installed on a copper pair at your service delivery address, you will not be able to use that the copper pair for any telecommunications service supplied by a third-party carrier.
    5. The FTTB service will be supplied under a plan which you select at the time of application for the service.
    6. The FTTB service may not be resold or on-sold and you must ensure that it is not made available to ISPs, Internet Cafés or Web Hosting Companies.
    7. The FTTB service is not a standard telephone service and the Customer Service Guarantee (CSG) does not apply. You may be acquiring a voice service bundled with the Service and that voice service may require you to waive rights to the CSG.

  2. INSTALLATION OF FTTB

    1. During the application process, you may be asked to nominate an existing standard telephone service number which is operational at the service delivery address. You warrant that you are the legal renter of the telephone line provided or are authorised by the legal renter to consent to the installation of the FTTB service.
    2. If you have any complex services on the copper pair (refer clause 1.3 above) you will be required to cancel those complex services before any installation can proceed.
    3. By applying for the FTTB service, existing services like phone or internet at your premises, you will need to contact your current provider to have these services cancelled to ensure you do not receive any further bills. TPG recommends you check with your current phone and/or internet service provider regarding contractual commitments and termination/disconnection fees associated with your current services. TPG is not responsible for these charges. If you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported.
    4. You acknowledge and agree that any functionality that may require a standard telephone service dial tone will not function when using this FTTB service. Such functionality includes without limitation:
      1. Fax machines (though some fax capability is available);
      2. Alarm monitoring;
      3. PBX and other phone systems;
      4. Line hunt;
      5. Existing DSL services;
      6. Dial up network access;
      7. EFTPOS; and
      8. Movie ordering, voting and other facilities provided by Pay TV requiring a standard telephone service will not be possible with the FTTB service.
    5. It is your responsibility to ensure that your computer and software conform to the minimum standards required to access and use the Service. Our system requirements are detailed online at at here
    6. TPG is responsible for delivering the FTTB service to the network boundary point at your premises. You are responsible for all cabling and wiring within your premises. Where cabling does not exist or you have a fault with the wiring in your premises, you must arrange for your own contractor to rectify this.
    7. For the FTTB service to be installed, your copper pair must support the service. Provisional checks to confirm the telephone line can support the Service are carried out on application, but this does not guarantee FTTB service can be successfully installed.
    8. We will endeavour to install FTTB service within a reasonable time from your order but provisioning may be rejected or delayed due to many factors, including but not limited to, transpositioning (the line cannot carry ADSL/ADSL2+). Such issues are outside of our control. If there are issues, we will keep you informed of the likely timeframe for resolution and give you the option to terminate the contract with no penalty where such issues cannot be resolved within a reasonable timeframe.
    9. At the time of installation, we will conduct a qualification test to ascertain whether there is a suitable copper pair available for use at the service delivery address. If there is no such suitable copper pair, we will notify you and the agreement between TPG and you for the sale and purchase of FTTB service will be terminated.
    10. You are responsible for all costs and charges associated with any agreement for the delivery of carriage services supplied to the service delivery address on the telephone line before the cutover to the FTTB service.

  3. EQUIPMENT

    1. You will need compatible, working equipment installed to access and use the FTTB service including, but not limited to: Modem/router and cabling. We will not reimburse you for access or performance problems caused by equipment which is not supplied by us or if the warranty is expired, except where such problems are caused or contributed to by our mistake, breach of contract, breach of law, negligence or misconduct.
    2. If we have agreed to supply you with a piece of equipment, we reserve the right to and may supply an alternative model or brand of modem/router, of similar quality and technical specification to the one displayed on the TPG website when you registered.
    3. TPG only provides technical support for makes and models of modem/router supplied by TPG. If you are using a model of modem/router not supplied by TPG, assistance may be available directly from the manufacturer's own technical support service.
    4. We will only deliver ordered equipment to the contact address supplied by you in your application for service.
    5. In a situation where you are not available to receive delivered equipment (as reasonably notified to you) and the equipment is returned to us, the cost of the return will be borne by you. In addition, we will charge you to redirect/resend the equipment. Shipping & handling fees are non-refundable.

  4. EQUIPMENT SUPPORT

    1. Except in relation to equipment supplied by us, support, maintenance and/or consulting in respect of your equipment are not provided as part of the service. You are responsible for any expenses relating to cabling, configuration and/or modifications to your equipment.

  5. SERVICE FAULTS

    1. While we will endeavour to make the FTTB service available to customers 24 hours a day, 7 days a week, the FTTB service is not fault free and, without limiting your rights under the Australian Consumer Law and telecommunications laws, we cannot guarantee uninterrupted service, or the speed, performance or quality of the service. There are many factors outside of our control which affect the FTTB service, such as the performance of third-party suppliers and equipment, force majeure events and quality of the copper pair. Subject to any rights you may have under the Australian Consumer Law or telecommunications laws, we accept no liability for interruptions to the FTTB service or for any resulting damage or loss suffered by you or any third party.
    2. We reserve the right to perform maintenance work from time to time, which may temporarily interrupt your access to the FTTB service. Where possible, we will perform this work during non-peak times and provide you with reasonable notice.
    3. You must direct all queries regarding faults/outages of the FTTB service to our technical support Help Desk (see contact details online at (see contact details online at http://www.tpg.com.au/about/contact.php ). You must not direct inquiries to third party service providers, including Telstra. We will invoice you for costs incurred by us if you engage a third party for assistance with your service.
    4. TPG determines on reasonable grounds that the fault is not related to the TPG infrastructure (for example faulty socket, modem, internal wiring) an Incorrect Callout fee of $89 may apply . For more information please see http://www.tpg.com.au/support

  6. SETUP CHARGES

    1. You must pay all equipment, delivery and set-up charges and the first month's subscription fee once your nominated telephone line passes the initial service qualification test prior to installation.
    2. If you provide us with incorrect registration details which result in the service being installed on the wrong phone line or address, the set-up charges will be paid again to re-install the FTTB service. You must provide the correct service details in writing to us before re-installation will proceed.
    3. Where transpositioning of your telephone line is required for the FTTB service to be installed, we will charge the set-up fee and first month's subscription fee on receipt of written confirmation that you wish to proceed with transpositioning. These charges will be refunded if transpositioning fails but, if successfully completed, we will bill you for any equipment ordered and related delivery charges.

  7. MINIMUM CONTRACT PERIOD

    1. Plans may have a Minimum Contract Period (also referred to as a Contract Term). The Minimum Contract Period is the minimum period during which you must acquire the FTTB service. The Minimum Contract Period commences when the FTTB service is activated.
    2. If, during the Minimum Contract Period, you cancel the FTTB service, or we cancel the FTTB service because of your default, you must pay an early termination charge. Such termination fees are set out at during the Minimum Contract Period, you cancel the Service, or we cancel the Service because of your default, you must pay an early termination charge. Such termination fees are set out at https://www.tpg.com.au/fttb#extra-pricing-info-fttb.
    3. The Minimum Contract Period may vary from plan to plan and will be advised to you during your application for the FTTB service.

  8. FEES

    1. TPG Services are prepaid.
    2. Monthly recurring fees are charged monthly in advance.
    3. Seven (7) days prior to the end of each monthly period, the following month's fee will be charged and you will acquire the FTTB service for that following month.

  9. ADDITIONAL CHARGES

    1. Any withdrawal of FTTB application may incur an application withdrawal charge as specified on FTTB Additional Pricing page online at https://www.tpg.com.au/fttb#extra-pricing-info-fttb.
    2. If you provide incorrect information (such as incorrect address or incorrect phone number) on the FTTB application, then you will be liable for the costs incurred including, but not limited to:
      1. A setup charge and relocation charge if the service can be relocated to the correct address or phone number; or
      2. A setup charge and/or early cancellation charge if the incorrect service cannot be relocated.

  10. DOWNLOAD QUOTAS

    1. With some broadband plans your download speed is throttled (slowed) to a specified speed once the monthly download quota is exceeded until the start of the next billing month. TPG may manage traffic flows in its network for purposes associated with targeting efficient utilisation of available network resources.
    2. With plans which consist of peak and off peak download quota, the download speed is throttled (slowed) to a specified speed for the period in which the download quota has been exceeded (peak or off peak) until the start of the next billing month.
    3. We may change the peak and off peak times but, if the change is material, we will provide you with not less than 30 days notice of that change and we will only change the start/end times but not the length of the periods.
    4. With some broadband plans you are charged for all downloads in excess of a specified monthly download quota, at a rate specified in the application, or if no rate is specified, at the rate of 15 cents per megabyte.
    5. Usage charges incurred within a billing month are charged at the end of that billing month.
    6. In calculating download usage, 1GB (Gigabyte) is equal to 1000MB (Megabyte); 1MB is equal to 1000KB (Kilobyte).
    7. If you are on a plan where connection speed is throttled, or you are charged for downloading once a monthly download quota is exceeded, you can view your recent download history and total downloads for the month, by logging into your TPG account online at https://cyberstore.tpg.com.au/your_account/ . We recommend that you monitor your usage regularly.
    8. TPG does not provide usage records for unlimited broadband plans which are not throttled after a specified download limit is reached.

  11. PAYMENTS

    1. Payment options are credit card and/or direct debit from a nominated bank account, as specified on the TPG website for the plan chosen by you. Accounts paid with an American Express or Diners Club card will incur a surcharge of 3.02% and 2.75% (incl. GST) of the payment amount respectively when we debit the card.
    2. Where we are permitted to, TPG may choose not to issue an invoice but charges will be incurred and payable regardless of the fact that an invoice has not been rendered.
    3. Plans which incur download charges can only be paid by credit card.
    4. Payment of invoices is required within 30 days of date of invoice. Payment can only be made through "My Account" or by calling the Call Centre. If payment is not made within this time, account suspension may occur in accordance with the Standard Terms and Conditions.
    5. Payment method will be moved from invoice to automatic Credit Card or Direct Debit deduction in the cases where a plan change, relocation, reconnection or reactivation of internet service is required by retail customers (without ABN).
    6. If you require us to send to you a printed copy of an invoice, this may be subject to an administration fee that will be determined depending on your request.

  12. IP ADDRESSES

    1. The Service will be provided with dynamic or static IP addresses as may be described in the plan specification. 'Static IP address' refers to layer 3 or layer 2 (PPPoE) broadband connections where your router/modem is assigned a specific IP address(s) that is allocated for the period you acquire the Service.
    2. If you have a plan with a static IP address(s) and apply to change the plan/service in any way, we will endeavour to retain your IP address(s) but reserve the right to assign to you a new IP address(s).

  13. CANCELLING THE SERVICE

    1. You may terminate the FTTB service by giving us at least 30 days written notice. You must pay for charges for the service up to the end of the notice period.
    2. If you cancel your FTTB service before the end of your Minimum Contract Period, you will be required to pay the early termination charges as described in this service description.
    3. You authorise us to charge all termination fees, including, but not limited to, any early termination charges to your credit card or direct debit account on receipt of your termination notice. Such termination fees are set out at https://www.tpg.com.au/fttb#extra-pricing-info-fttb.
    4. Fast transfer away from a FTTB may not be possible. In order to, move to another DSL or telephony service provider, you may be required to cancel the FTTB and order a fresh service with the alternative provider.

  14. MISCELLANEOUS

    1. You use the service at your own risk and we take no responsibility for any data downloaded and/or the content stored on your computer. You agree not to make any claim against us, our suppliers, employees, contractors or assignees for any loss, damages or expenses relating to, or arising from, the use of the broadband service except where such use is caused or contributed to by our mistake, breach of contract, breach of law, negligence or misconduct.
    2. We reserve the right to add, or delete web sites to/from our filter list without prior notice to you.