Important Information about your MyFibre NBN Connection

Some fairly significant changes with your NBN service this month - March 2017

We are switching over to an authenticated connection type, which means that you will need to make a couple of changes in your device which is connected to the NBN NTD.

Once you have made those changes you can swap your data connection over to the next UNID port.

Read on for more information about setting up for specific connection types.

 

If you experience any problems with your NBN service over the next few weeks, please contact Mike directly on

1800288871 - opt 2
or, better yet by email

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 you are a residential customer, we will help you control your spend by providing you with notifications via email or SMS (depending on your service) when you reach 50%, 85% and 100% of your call/SMS value and/or data allowance that is included in your mobile plan or in your broadband plan.

Usage notifications do not occur in real time but with a delay of up to 48 hours after you actually reached the respective thresholds.

Usage notifications also may not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services.

Other ways of managing your spend:

There may be other ways of keeping your spend on track, such as barring more expensive numbers, 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 website. 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. Please note that actual usage will depend on the device used, the technology used (3G, 4G) 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 (3G), 30 MB (4G)

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 (3G), 24 MB (4G)


2          YOUR NETWORK

Your service is provided using the Telstra wholesale network for NBN.

We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.


3          PAYING US

Your bill:

We will bill you monthly in advance for access charges & in arrears for usage charges and your bill will be emailed to you. You can select posted invoices – these are $2.20 a month.

You can pay your bill free of charge via BPay or Direct Transfer to our account. You can also pay your bill by Direct Debit from your bank account or Credit card (surcharges apply for credit card payments)

Financial hardship:

Our financial hardship policy is available here: https://secure.australis.net/res/index.php/about-australis/policies-agreements/95-rivertel/agreements/114-financial-hardship-policy

4          HARDWARE AND Warranties

Where we supply hardware, e.g. a modem, router, mobile phone 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.

5          deALING WITH US

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: http://www.rivertel.com.au/site/index.php/forms-all-our-forms-in-one-spot/80-rivertel/forms/99-change-or-add-authourised-contact

6          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: https://secure.australis.net/res/index.php/about-australis/policies-agreements/95-rivertel/agreements/116-customer-complaints-policy