CIS: Business Broadband

Service not available to all areas, site addresses or customers. The type of service offered may need further qualification checks to determine what’s available at your location.  We’ll try to contact you if all your services can’t be connected, however if we can’t get in touch you’ll be connected to the lowest-priced plan(s). You’ll be notified if this happens and if you're not satisfied you can cancel your order free of charge.

An nbn service can never go faster than the maximum line speed available at your address, so for FTTN/B/C customers we will confirm your actual speeds after connection and let you know if your line is not able to achieve the maximum speed of your plan. Broadband speeds vary due to a number of factors, including:

• Type of technology available at your address
• Any nbn Speed Add-ons you may have purchased
• Network capacity
• Set up at your site 
• Whether your device is connected by Wi-Fi rather than Ethernet cable
• Your hardware and software configuration
• The source and type of content downloaded
• The number of users and performance of interconnecting infrastructure not operated by Multiline.

For information on broadband types and the speeds available please visit www.multiline.au

We will provide you with a Business Modem that supports voice services if you are taking up a new service. If purchasing a Business Mid-Market Router you will also need to purchase a non-standard nbn Business Installation. You must provide your own router with the Ultra Plus Add-on. If you wish to use your own modem then while we are required to undertake post-migration testing we may be unable to do so successfully and if any other known issues are affecting your nbn service then you must inform us about these, as these issues will need to be resolved prior to any post-migration testing commencing.

You must comply with our Fair Use Policy and not use your services in an unreasonable or fraudulent manner or in a way that detrimentally interferes with the integrity of the network. We may take action if you breach the Fair Use Policy, including suspending or cancelling your service.

In addition to the monthly charge, you may pay the following:

* Monthly cost of speed add-on is in addition to the monthly cost of your Standard or Ultimate plan and may change if your month to month add-on price changes. 

If you are using the Multiline Business Modem or a Multiline Business Mid-market Router, both devices have available to them at a small charge a mobile broadband back-up (available in 4G coverage areas). If there is an outage of the Broadband service, you will still have access to the internet via the mobile back up service. Actual speeds may vary due to local conditions and content accessed. The mobile back up service can only be used with a Multiline Business Broadband plan.

Contact us if you wish to transfer to Multiline on the nbn network. If you don’t, we’ll continue to provide your service up until the date on which we’re required by law to disconnect your services. No ETC's will be charged in these circumstances. If you are moving your service(s) to Multiline then you should not request your legacy service(s) to be disconnected from your current provider until you have assurred yourself that your nbn service is operational.

If you are moving to the nbn network with Multiline for the first time and you’re not happy with your nbn services for any reason, let us know within 30 days of connection and we’ll do our best to fix it or you can cancel your nbn services without penalty. We’ll even refund your monthly plan fee for that first month. Find out more at multiline.au/small-business/broadband/nbn/guarantee

If you cancel and if you received a Multiline Business Smart Modem the remaining repayments will be payable in full. If you purchased a Multiline Business Mid-Market Router on a Hardware Repayment Option (HRO) and you cancel your service, you will need to payout the remaining cost. If you cancel your service the router hardware warranty (Cisco Smartnet) will be voided.

Register and login to My Account at multiline.au/myaccount or get the My Multiline app on your compatible device.

Your bill is issued on the same date each month. You’re billed in advance for the minimum monthly charge and add-ons, and in arrears for any usage not included in your plan. You may also be charged for individual services until all those in your plan are connected, so your first few bills may be higher or lower than expected. When you start or change your plan part way through a billing period, your first bill will have additional charges.

• Direct Debit is our preferred payment method, you can set it up anytime at multiline.au/directdebit
• Electronic payments – Free
• Paperless bills are free. 

Visit www.multiline.au/contactus for our support options. Call 1300 364 185, to speak to someone about your plan or to obtain a copy of this summary in an alternative /accessible format.

If there’s something you’re not happy with and you wish to make a complaint, visit multiline.au/complaints. We like to make every attempt to resolve any issue but you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us if you’d like an independent investigation.

This is a summary only. The full legal terms for this plan are available at multiline.au/customer-term