NBN Speeds Info

Maximum NBN Speeds – Refund Offer for iiNet customers

Since 26 May 2015, iiNet has promoted and offered NBN internet plans using the NBN’s Fibre to the Node (FTTN) and Fibre to the Building (FTTB) technology to consumers with the choice to select from a range of internet speeds.

iiNet promoted NBN internet plans to consumers by highlighting the maximum speeds available to consumers on each Speed Plan. The maximum speeds promoted by iiNet reflected the maximum speeds of the wholesale internet service that it purchased from NBN Co Limited.

iiNet offered the 12/1 Plan as having “Basic download speeds”, the 25/5 Plan as having “Boost download speeds”, the 50/20 Plan as having “Turbo download speeds” and the 100/40 Plan as having “Max download speeds”. Consumers paid more per month to receive faster speeds.

iiNet consumers’ maximum speeds

Generally, within two weeks of activation of a consumer’s NBN speed plan, NBN makes available to iiNet the maximum speed measurement the consumer can achieve.

iiNet has reviewed the information made available by NBN and discovered it could not provide many of its consumers with internet speeds up to the maximum speed of their speed plan because the consumer’s NBN connection was not capable of delivering it.

iiNet accepts that this conduct was likely to have contravened the Australian Consumer Law, because NBN speed plans were promoted as delivering certain speeds where consumers could not receive those speeds. In response to concerns raised by the ACCC, iiNet has provided a court enforceable undertaking to the ACCC that it will not engage in similar conduct in the future.

Remedies available to affected iiNet customers

Affected consumers may have the following options available to them:

  • Remain on their current plan with no refund
  • Move plans and receive a refund for the extra charges paid
  • Exit their plan without cost and receive a refund for the extra charges paid.

Former iiNet consumers may also be eligible to receive a refund.

If you are an affected consumer, iiNet will contact you by email or post by 27 April 2018. If you would like further information, please contact us on 1300 880 598.

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