1.1 NBN Phone and Internet
NBN Phone and Internet is Flip TV’s residential telephony service where there is a requirement for one Telephone and an Internet Service. NBN Phone and Internet is delivered via NBN Co access infrastructure.
Given the NBN is now rolling out, and in most cases 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 and uses NBN infrastructure. 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, calls to Mobiles.
There are ranges 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. Note, these services may work on the service however, Flip TV 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 Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).
This Phone service can be only be purchased as a bundle with other NBN Internet services.
The Phone and Internet service is delivered via the National Broadband network connection pending on the NBN Technology provided in the area. Fibre To the Premise (FTTP), Fibre to the Node (FTTN), Fibre to the Building (FTTB), Hybrid Fibre Coaxial (HFC) and NBN Fixed wireless. As with POTS customers may choose to port (transfer) their phone number from Telstra, Optus, Primus or Powertel to Flip TV.
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 TV, inbound calling to your number will not commence until porting is complete which will take a further 5 to 20 business days. Here is an OVERVIEW on NBN Installation Process.
1.1.2 NBN Phone Features and Benefits
NBN Phone, delivered as an over the top Service via NBN Internet connection. Flip TV provides a Gateway Device which will enable the Internet and Phone Services.
Please note the following important demarcation points:
NBN will install the NTD at the premises pending on the Technology. If the end customer dwelling has had NBN services before they may already have this network device installed. This will be confirmed with you when we service qualifying your site. Customer is responsible for supplying, installing and managing end customer devices (e.g. analogue phones) Any re-configuration of the end customer’s devices is the responsibility of the customer, not undertaken by Flip TV or its Agents. Internal wiring issues are customer’s responsibility. Customers may choose to get a private technician to do the required work.
NBN Phone supports the following Inbound and outbound calls:
Inbound and outbound types of calls are:
Inbound only such as:
Directory assistance services
NBN Phone Features
Non available Features.
Medical Services: The service is not suitable for users who require a phone line to support medical devices.
Preselect or Override to other carriers
Messagebank – Some Telephone handsets come with a built in answering services. These will work on NBN phone.
Calls to numbers starting with 19/1900, 0500 or Universal International Freephone Numbers (UIFN)
1.1.3 Common Network Services
Life Threatening and Unwelcome Calls
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 TV 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.
New number allocation and Local Number Portability
New Number allocation
If you require a new number, Flip TV 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 which you subsequently advise us. The number allocated to you will be at Flip TV’s discretion. If you move, the service delivery address Flip TV may be required to give you a different service number, relevant to your new service delivery address.
Local Number Portability
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 TV, there may be a period when the service is interrupted. If we have arranged a Port in request on behalf of the customer and this is successfully completed it is the customer’s responsibility to contact the losing provider to cancel their service with them.
FlipTV NBN broadband service is not supplied with Battery back up option.
During a power failure your FlipTV NBN phone (Bundle) will not operate nor will you be able to make or receive calls, including emergency calls i.e. 000.
Further, FlipTV NBN phone plans will not support Priority Assistance. E.g.Medi Alert.
If you have a requirement to use an alarm service that is dependant on the availability of the Phone service, it is paramount that you consider the provision of a suitable Battery backup unit for use in the event of a power outage. FlipTV does not supply a battery backup 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 NBN Connection Box. 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 the responsibility of the customer Note: Equipment supplied by NBN Co, including the NBN Connection Box, fibre connectors and other connectivity equipment is and always remains the
1.1.4 Service Coverage:
NBN Phone is delivered to customers using our suppliers Standard Access in particular through the NBN Co fibre access infrastructure. NBN Phone is available in selected locations with dependency on NBN rollout and our suppliers availability.
An existing order can be withdrawn Fees may apply if the withdrawal involves late cancellation of an LNP port.
1.1.5 SERVICE LEVEL AGREEMENT
The Installation Lead Time Targets are subject to the ready availability and capacity of installed network infrastructure of our supplier.
Installation target only applies if new Flip TV numbers are to be allocated to the service. Installation target does not apply if porting your number is required. An additional 5 working days may apply.
Flip TV will use its best endeavours to adhere to the Installation Lead Times Targets.
The Installation Lead Time Targets commence from the date of the Order Acceptance Notification.
Flip TV may modify these lead-times due to changes provided to us from the Nabco in respect to lead-times.
Third Party Access refers to any Services that are not provisioned using our suppliers owned infrastructure.
You acknowledge that in some cases Flip TV will not be able to deliver the ordered Service by the advised Installation Lead Time Targets, due to limitations imposed on Flip TV by Third Party Service Providers.
You must be available for appointments set by Flip TV and its contractors. In a shared building, you are responsible for ensuring that Flip TV and its contractors have access to the main distribution frame (MDF) and riser cables where required.
Flip TV will use its best endeavours to adhere to the Availability Targets.
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 Service NBN Phone Availability 98.9percentage
Service Restoration Targets
The Service Restoration Targets are outlined below.
Flip TV 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 TV or Flip TV 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.
Urban Area – Next Business Day
Major Rural Area – Second Business Day
Minor Rural Area – Second Business Day
Remote Area – Third Business Day
All plans are available only on direct debit through a nominated Credit Card. NBN is only available in selected coverage areas. The Installation fees are charged on your first Flip TV bill. You understand access fees are charged from the date Flip TV activates your NBN connection and one month in advance. Should you wish to withdraw your NBN Bundle plan after you have agreed to precede with the order Flip TV reserves the right to charge a $99.00 withdrawal fee even though the connection is not complete. You are responsible for your internet use and wireless security. Therefore, Flip TV takes no responsibility for any data downloaded and/or the content stored on your computer. Please see Flip TV’s position on copyright laws. All Flip TV Internet services are subject to Acceptable Use Policy. Unused downloads cannot be rolled over to a new Calendar month. Speed be used in conjunction with shaped to 256kbps when monthly download limit is exceeded. Speed will revert to allocated NBN fast speed at the start of a new calendar month.
1.1.6 Direct Debit
All NBN plans are available only on direct debit through a nominated Credit Card. Flip TV Pty Ltd will send you a monthly invoice and will debit your credit card on the due date of your Flip TV
invoice. A fee of $11.00 applies if the direct debit transaction is rejected. If you choose to change your Direct Debit details, please contact Flip TV Customer Service on 1300 354 788.
1.1.7 Plan/speed Downgrades
If you request to downgrade your plan or speed during your commitment period, a $99.00 downgrade fee applies. The plan will take effect from the following calendar month with a new 24 months commitment period.
1.1.8 Plan/speed Upgrades
If you request to upgrade your plan or speed, a fee of $99.00 will apply. All upgrades will take affect from the following calendar month with a new 24 months commitment.
NBN Relocations are treated as two separate transactions. At the existing site the NBN service needs to be cancelled and all outstanding charges paid. The new site is considered as a new connection and charges will be dependant on whether the site is classed by NBN as a new development site or a standard installation.
1.2.0 Internet Speeds
The speeds depend on the Speed plan you have purchased. 12/1Mbps Estimated
(5 to 11mbps) 25/5Mbps Estimated (15 to 24mbps) 50/20Mbps Estimated (25 to 48mbps) or 100/40Mbps Estimated (50 to 94mbps). Flip TV cannot guarantee any speeds. The speed will differ due to aspects including the different NBN technology connected at each premise as follows;
For FTTN nbn™ Access Services, the maximum line speed is affected by factors including:
For FTTB nbn™ Access Services, the maximum line speed is affected by factors including:
FlipTV does not take responsibility when the NBN speed is affected by co-existence. Co-existence occurs when both 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:
FTTB – 25M/5M
FTTN – 12M/1M
For Fixed Wireless nbn™ Access Services, the maximum line speed is affected by factors including:
1.2.2 Excess usage
You must use your Internet in accordance with any limits stated in plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits. Speed will be limited to 256kpbs once monthly Total monthly data download limit is exceeded. Speed will revert to NBN fast speed at the start of a new calendar month.
1.2.3 New Development Charge
The NBN New Developments Charge gets charged to the first service ordered at the Building, which has been flagged by NBN as a new development location. The charge for NBN New Developments Charge is $300.00 including GST.
1.2.4 CSG Waiver
Flip TV NBN Bundle plans are provided on the proviso that you understand your rights and agree to complete the waiver to indemnify Flip TV against any claims for CSG entitlements as per the customers NBN Telephony service.
1.2.5 NBN Internet is subjected to Acceptable Use Policy.