Critical Information Summary for PowerNET Residential NBN

ECN PowerNET NBN delivers performance internet using the NBN (National Broadband Network).  In areas where NBN is not yet available ECN can offer ADSL based products.  

Information about the Service

Description of the Service:

NBN (National Broadband Network) is Australia’s new fibre network designed to deliver fast and reliable internet and telephony.

NBN is continuing to roll out services across Australia alongside the traditional copper network. Please contact ECN Sales Team to confirm if your location is serviceable by the NBN Network.

Internet Speeds:

NBN speeds are best effort speeds, speeds achieved on your connection can be dependent on a number of things, including but no limited to:

  • Network configuration
  • Line quality & distance from the telephone exchange
  • Cabling within your premises premises
  • Network interference
  • Network traffic
  • Hardware used at site

ECN offer NBN services at the below speeds:

  • NBN PowerNet Lite: Up to 12M/1M Bandwidth
  • NBN PowerNet Standard: Up to 25M/5M Bandwidth
  • NBN PowerNet Power: Up to 50M/20M Bandwidth
  • NBN PowerNet Super: Up to 100M/40M Bandwidth

NBN FTTN speeds above 25/5Mbps and Fixed Wireless may vary further due to the underlying technology in use. Please contact ECN if you are unsure what NBN connection type you have.

ECN’s standard NBN Residential plans come included with 100GB monthly data allowance. Additional data packs can be purchased to increase the data allowance at any time.

Bundling:

ECN’s Residential NBN is  bundled with a complimentary IP voice single line service (rental only included, calls billed at ECN’s standard IPVS Rates). 

Standard IPVS Call Rates are:

Call Type Charge inc GST
Calls to Local Numbers $0.07 / Min
Calls to National Numbers $0.07 / Min
Calls to Mobile Numbers $0.19 / Min
Calls to 1300/ 13 Numbers $0.254 Fixed

Calls to 1800 numbers are free.

Timed calls are charged per second.

Different rates apply for international calls. Please contact ECN for international call pricing.

Hardware:

NBN will install a termination unit in your building or in your premises, to connect to this you will require a router.  ECN can provide preconfigured routers, for the cost of these devices see the PowerNET NBN Application form or contact ECN directly.  If you already have a router or would like to source your router elsewhere ECN will provide you connection details which you will need to enter into the router yourself.  Please ensure any router sourced elsewhere is NBN compatible.

Minimum Term:

PowerNET Services are available on a month-to-month, 12 Month contract term or 24 Month contract term. 12 Month Term applies to all standard PowerNET connections unless specifically advised otherwise.

Inclusions, Exclusions & Qualifications:

Inclusions:

  • All PowerNET Residential services come with a data allowance specified in the plan.  
  • Up to 5 complimentary email addresses (POP or IMAP)

Qualifications:

  • NBN Services are only available in certain areas, please contact ECN Sales Team to confirm if your site can receive an NBN service.

Information about Pricing

Monthly Charge:

Your monthly charge is determined by your selected PowerNET Service Plan a summary of Plan Charges is included in the table below along with a cost per MB of included data:

Service Plan Monthly Rental inc GST Total Minimum Spend
Month-to-Month Contract
Total Minimum Spend
12 Month Contract
Cost Per GB
NBN PowerNet Lite: 12M/1M with 100GB Data Allowance $75.00 $225.00 $950.00 $0.75
NBN PowerNet Standard: 25M/5M with 100GB Data Allowance $79.00 $229.00 $998.00 $0.79
NBN PowerNet Power: 50M/20M with 100GB Data Allowance $89.00 $239.00 $1118.00 $0.89
NBN PowerNet Super: 100M/40M with 100GB Data Allowance $95.00 $244.00 $1190.00 $0.95

Additional Data Packs:

You can upgrade your associated data pack at any time without penalty. All ECN NBN plans come with an included 100GB of data allowance.

You are able to upgrade your data pack for a single month, or for the remainder of your contract. Additional data packs provide you with additional data on top of the base 100GB included with our basic plans.

Additional data pack charges are:

Data Pack Monthly Charge inc GST Cost Per GB
Additional 100GB Data Pack $20.00 $0.20
Additional 300GB Data Pack $40.00 $0.134
Additional 500GB Data Pack $60.00 $0.12

Excess Usage:

Usage is calculated on download data only.  No excess usage charges will be applied at any time.  If you exceed your monthly data allowance within one month then for the remainder of that month your download speed will be slowed to 1Mbps.  

  • You may increase your data allowance by selecting a new PowerNET Service Plan with a higher included data amount.  The new plan will continue for the remaining period of the contract

Setup Fees:

PowerNET NBN setup fees depend on the type of installation requested:

  • Service Activation on a 24 Month Contract, $0.00
  • Service Activation on 12 Month Contract, $50.00
  • Service Activation on Month-to-Month Contract, $150.00
  • Service Upgrade from an existing slower service provided by ECN, $50.00
  • Service Migration from an existing provider to ECN, $50.00
  • Service Relocation, moving an existing ECN NBN from one site to another on a new 12 Month Contract, $50.00
  • Service Relocation, moving an existing ECN NBN from one site to another on a new Month to Month Contract, $150.00

Cancellation & Early Termination Fees:

  • If you are on a 12 month contract term the maximum early termination fee applicable is $150.00 if you cancel within the first 12 Months
  • Cancelling the service outside of your contract term incurs no termination fee, invoices issued prior to cancellation will still be due for payment.
  • If a service is relocated within 12 months a fee of $150.00 is applicable in addition to the standard relocation fee.

Other Information

Usage Information:

ADSL data usage can be checked by logging into the My ECN Portal my.ecn.net.au. Please contact ECN if you require access to this portal.

Customer Service Contact Details:

You can contact our support team for help with existing services:

Email: support@ecn.net.au
Phone: 1300 790 111

Alternatively you can log into you account at my.ecn.net.au and log a support ticket on any of your service.

You can contact our sales team for help with new services. We will be happy to help you find the right product to match your needs:

Email: sales@ecn.net.au
Phone: 1300 790 111

You can contact our service delivery team for help with in place service orders:

Email: service@ecn.net.au
Phone: 1300 790 111

You can contact our accounts team for help with billing enquiries:

Email: accounts@ecn.net.au
Phone: 1300 790 111

Alternatively you can log into you account at my.ecn.net.au and view your billing information.

You can contact our engagement team regarding ECNs conduct:

Email: complaints@ecn.net.au
Phone: 1300 790 111

The TIO:

ECN is a member of the Telecommunications Industry Ombudsman (TIO) if you make a complaint to ECN and it remains unresolved after following the ECN complaints handling process you may contact the TIO for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at www.tio.com.au/making-a-complaint