NBN Service Terms

Effective 24 August 2026

These terms cover the NBN internet plans sold by Mertel Pty Ltd (ABN 88 644 567 019), trading as Better Broadband ("we", "us"), of Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210. By signing up for an NBN plan with us you agree to these terms. We've kept them in plain English on purpose.

1. The service

We sell broadband for homes and businesses delivered over the nbn® network, supplied to us by an established Australian wholesale network provider. We handle your sign-up, billing and account queries; network faults are handled by our wholesale partner's support team, and we'll help you lodge and chase a fault whenever you need us to. Every plan includes unlimited data and one free static IPv4 address.

Complimentary inclusions shown on a plan — the static IP, speed-upgrade days, priority support and enhanced service level agreements — are network features supplied by our wholesale partner. They depend on your connection technology (for example, speed-upgrade days need an FTTP or eligible HFC connection) and the network operator may change or withdraw them on 30 days' notice. If that ever happens your price doesn't change, and you can cancel any time regardless. We'll give you the full conditions for these inclusions when you sign up.

2. Availability and connection

All plans are subject to availability at your address — the nbn network technology at your premises (such as FTTP, FTTC or HFC) determines which speed tiers you can get. We'll confirm what's available before you commit to anything. Some connections need an nbn technician visit or new equipment; if there's any charge for that (for example, a new development fee charged by nbn co), we'll tell you the amount before you go ahead. Any nbn-supplied equipment remains the property of nbn co.

Most of our plans need an FTTP or eligible HFC connection. Only NBN 50/20 is available across every nbn technology. Every faster plan we sell — NBN 500/50, 250/100, 750/50, 1000/100, 500/200, 1000/400, 2000/200 and 2000/500 — is available only at FTTP addresses and at a limited set of HFC addresses. If your premises is on FTTN, FTTB or FTTC you can still get NBN 50/20, and you may also be able to order a faster plan on the strength of nbn's free fibre upgrade — see below. This is why we ask for your address before quoting: it's the only way to know what you can actually get.

Ordering a plan that includes nbn's free fibre upgrade. If nbn lists your premises as eligible to order a full-fibre upgrade, ordering one of our faster plans is what starts that upgrade, and nbn builds the fibre at no cost to you for a standard installation. If nbn quotes a charge for a non-standard installation, we'll tell you the amount before anything goes ahead and you can pull out. Three things to know before you order on this basis:

• You'll be slower until the fibre is in. Your service runs on your existing line until nbn completes the build, whichever plan you chose. On most FTTN and FTTC lines that means up to around 100 Mbps, and it can be less depending on your line. Your plan's full speed starts when the fibre is connected.
• You pay your plan's normal price from the day we connect you, not from the day the fibre lands. Every plan is month-to-month with no exit fee, so if the wait doesn't suit you, you can move to a cheaper plan or cancel at any time — see section 6 if you took a modem from us.
• NBN 2000/200 and NBN 2000/500 can't be ordered this way. Those tiers depend on the fibre being in the ground and tested at your premises, so we can only quote them once the upgrade is finished.

Build timeframes are nbn's, not ours. nbn schedules a technician appointment and gives a target date once your order is placed, and we'll pass that on as soon as we have it. This is a build, not a switch we flip — so please don't plan around it happening immediately. We'll confirm your top speed with you before anything is ordered, and because every plan is month-to-month you can move plans or cancel if the wait doesn't suit.

3. Speeds

The speeds shown on our plans are typical business-hour speeds (9am–5pm weekdays), measured by our wholesale partner from the speed tests of existing customers. Your actual speed depends on your nbn technology type, the wiring at your premises, your modem, Wi‑Fi conditions and network congestion. If your connection can't reach the typical speed of the plan you chose, tell us — we'll move you to a cheaper plan that matches what your line can do, or you can cancel without penalty.

Why we don't quote an evening speed. The industry's usual comparison figure is the typical busy-period speed, measured 7pm–11pm. Our wholesale partner doesn't publish one for these plans — it publishes the business-hour figure instead — so we have no busy-period number we could honestly print. We'd rather say that than invent one. Evening speeds are generally lower than the business-hour figures above, and if yours disappoints you can move plans or leave at any time without a fee.

4. Pricing and billing

• All prices are in Australian dollars and include GST.
• Introductory discount. New connections on eligible plans receive $5 per month off the plan's listed rate for the first 6 months of service. The discounted price is the one shown on the plan card; plans sold at their listed rate show no discounted price. The discount starts on your first bill and ends after the sixth, after which the plan's usual monthly rate applies. It applies once per connection and isn't available on a service being reconnected or transferred within 30 days of cancelling.
• Phone plan discount. Customers with an eligible mobile plan with us may receive a further $5 per month off, for as long as both services stay active. Eligibility depends on your mobile plan and is confirmed in store. If the mobile service is cancelled or changes to an ineligible plan, this discount stops from your next bill.
• Plans are billed monthly in advance and are month-to-month — no lock-in contract and no exit fee on the service. If you took a modem from us there is a separate 24-month modem obligation; see section 6.
• Plans ordered with an nbn fibre upgrade. Where a plan is ordered together with nbn's free full-fibre upgrade, the plan's normal monthly price applies from the date we connect the service, not from the date nbn finishes the fibre — you'll be on your existing line's speed until then. See section 2.
• If we change a plan's price we'll give you at least 30 days' written notice. You can cancel any time before the new price takes effect.
• If a bill isn't paid we'll contact you before restricting or suspending the service, and we'll restore it promptly once payment is sorted.
• If you're struggling to pay, tell us — see our financial hardship policy. We won't disconnect you while a hardship request is being assessed.

5. Fair use

Unlimited data means we don't meter, cap or charge for usage. In return, the service must be used lawfully and must not be resold or used in a way that damages the network or degrades the service of others. If we believe use is unlawful or abusive we'll contact you before taking any action, except where the law requires otherwise.

6. Cancelling, and the modem

You can cancel any time by calling us on 1300 100 103, emailing, or dropping into the store. There is no cancellation fee on the service. Your service stays active until the end of the billing period you've already paid for, and we don't charge anything beyond that.

If we supplied your modem, read this part. A modem from us costs you nothing extra month to month: its price is spread over 24 months, and while your service is active we credit each month's instalment in full. So for as long as you stay, the modem is genuinely included in the plan price — you never see a separate charge for it, and after 24 months it's yours outright.

The credits stop if you cancel inside those 24 months. At that point you either send the modem back to us in working order, or pay out the instalments that haven't been credited yet — your choice. Nothing is owed on a modem you return. The amount, and the modem it applies to, are set out in writing before you order, and never after.

This obligation only exists if you take a modem from us. Bring your own compatible modem and there is nothing to return and nothing to pay out — cancel whenever you like.

7. Faults and support

Call us first on 1300 100 103 — if the fault is in the nbn network we'll lodge it with our wholesale partner and keep you posted. Plans that include an enhanced service level agreement (shown on the plan) receive prioritised fault restoration under the nbn® eSLA, monitored 24/7.

Current nbn® restoration targets, by eSLA tier and where you are:

These are nbn co's targets for restoring a fault on the nbn network, not a guarantee, and they're set by nbn co rather than by us. The Customer Service Guarantee does not apply to nbn or VoIP phone services.

8. Phone (VoIP)

• Every plan includes one phone (VoIP) number — port your existing number in for free, or take a new one.
• Without the call pack, calls are charged at pay-as-you-go VoIP rates; we'll give you the current rate card when you sign up. The optional Unlimited Call Pack is $10/mth inc GST and covers unlimited local, national, 13/1300 and Australian mobile calls, plus international landline calls to the 12 listed countries.
• The phone service runs over your broadband: it will not work during a power or network outage, and that includes calls to 000. Keep a charged mobile phone available for emergencies.
• If you cancel your NBN plan, the phone service (and its number, unless you port it out first) is cancelled with it. Ask us before cancelling and we'll help you port your number out so you don't lose it.

9. Your consumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights, or your rights under the Telecommunications Consumer Protections Code.

10. Complaints

If something's wrong, tell us and we'll do our best to fix it quickly — call 1300 100 103 or visit the store and ask for the manager. Complaining is free, we'll acknowledge it straight away and answer it within 15 working days, and if you're not happy with how we've handled it you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or at tio.com.au — a free and independent dispute-resolution service. The full process, including the timeframes we're held to and how to escalate, is in our complaints policy.

11. Privacy

We collect your name, contact details and connection address to check availability, connect your service and bill you. That information is shared with our wholesale partner and nbn co only as needed to deliver the service, and is never sold. You can ask us at any time what we hold about you.

12. Changes to these terms

If we change these terms in a way that could disadvantage you, we'll give you at least 30 days' notice, and you can cancel without penalty before the change takes effect. The current version always lives at this page.

nbn® is a registered trademark of nbn co limited. Questions about these terms? Call 1300 100 103 or visit us at Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210.