Vodafone takes action to deliver better broadband to Australians

30 Day Network Satisfaction Guarantee, 4G Back Up and proactive speed tests to provide assurance to customers connecting to Vodafone nbn™

Vodafone today unveiled plans to deliver much needed simplicity and service innovation for customers connecting to the nbn™ in a bid to lift the fixed broadband experience in Australia.

As a new entrant to the fixed broadband market, Vodafone is committed to resisting the status quo and driving change as it makes preparations to launch its nbn™ service in the coming weeks. The service will initially launch in Sydney, Canberra, Melbourne, Geelong, Newcastle and Wollongong and progressively roll out to other areas.

Vodafone General Manager of Broadband, Matthew Lobb said that while the nbn™ is a massive upgrade to Australia’s broadband infrastructure, the telecommunications industry is not seizing the opportunity to deliver better solutions for consumers and business.

“We see enormous potential in the nbn™ to finally provide Australia with world class broadband. However, what we’re seeing is the old guard telcos bamboozling Australians with techno-speak, confusing plans and poor customer experience,” said Mr Lobb.

“It’s clear to us that Australians are seeking an alternative to what’s currently available in the market, and more importantly, a provider that is willing to be accountable.

“Today we are proud to announce a unique set of service innovations that aims to lift the game rather than deliver more of the same. “

Customer service initiatives

  • All customers will be offered Vodafone’s 30 Day Network Satisfaction Guarantee where they can ‘love or leave’ Vodafone nbn™ within the first 30 days of their contract after service activation if they are not satisfied. Vodafone will refund any monthly access fees (excluding nbn specific charges) paid by the customer as long as the Vodafone Wi-Fi Hub™ is returned to a Vodafone store within 10 days of letting us know.
  • Freedom to change speed plans once per bill cycle without fees. Vodafone will also run a speed test on the customer’s line within the first 15 days of activation.
  • Vodafone provides an Instant Connect service to all customers in 4G coverage areas, which will use the strength of Vodafone’s mobile network to ensure the customer is connected as soon as they set up their Vodafone Wi-Fi Hub™. The service is available for up to 30 days with maximum speeds of 12Mbps for downloads and 1Mbps for uploads.
  • 4G Back Up, which can be activated in the event of an nbn™ fault on a customer’s line will provide comforting assurance to the customer if something happened to their nbn™ connection. The service is available for up to 30 days with maximum speeds of 12Mbps for downloads and 1Mbps for uploads.
  • MyVodafone app will feature a tool to provide customers with information about their installation including appointment details and activation progress, as well as Vodafone Wi-Fi Hub™ delivery.

Competitive inclusions

 

  • Unlimited Home and Business Data in simple, easy to understand speed based plans that allows customers to enjoy the benefits of the network without worry of extra usage charges. Fair Use Policy applies.
  • Bonus Mobile Data for Vodafone post-paid mobile plans will be offered to customers connecting to Vodafone nbn™.

“Customers want simple and straightforward plans that are relevant to their use of technology. As a first for a major telecommunication company, we’ll be providing bonus mobile data rather than insisting customers receive an outdated, plain old fixed telephony service,” said Mr Lobb.

Legacy providers holding Australians back from faster speeds

“The nbn™ is giving more speed to people as their needs change,” said Mr Lobb. “We want to make sure that when our customers move onto the nbn™, they will get a better experience than they do today.”

“Over the past year Vodafone has listened to what many Australians who have connected to the old DSL services or the nbn™ have had to say about their experience. People are feeling frustrated with the connection process, underwhelmed by the products and information they were provided when they signed up, and are confused about the speed options on offer.”

Mr Lobb said nbn offers new speed choices for customers and Vodafone will give customers relevant advice about the different speed tier plans to help them choose the right product for their needs.

“We are prepared to ask our customers the right questions – what are your needs when it comes to broadband? How many people are in your household? What type of services do they use?

“There is a general rule – the more connected devices and internet services you use in your household or office, the more you should consider faster speeds.”

Mr Lobb said Vodafone will also conduct speed tests with customers and give them the freedom to change plans at no extra charge once per bill cycle.

“We’re really keen to be transparent and work with customers during the connection journey. There are a number of factors that affect speed and some of them we will only know after connection. This is why we’re going to do a speed check after the service activation to make sure our customers are on the right speed tier plan for their needs,” said Mr Lobb.

 

Vodafone takes different tact to market launch

Mr Lobb said following the company’s nbn™ trials with around 300 employees and customers that will commence shortly, Vodafone will make its nbn™ services available through an invitation-only launch.

“Over the last year we’ve been working with customers to understand what their needs are and we really want to continue with that approach,” said Mr Lobb.

“For our market launch, we will be inviting people who have expressed their interest in Vodafone nbn™ and live in an area where our service will be available, to provide us with feedback on how we’re doing and what we can do better.”

Expressions of interest can be registered at http://www.vodafone.com.au/red-wire/nbn™ ™ /

Mr Lobb said the company’s staged rollout will ensure it delivers a great customer experience from the start.

“What we’ve observed is that you can rush to launch to make a land grab that’s not customer focused, but that’s not what we’re about. We’re in this for the long haul and we want to make sure that we do it right,” said Mr Lobb.

“Rest assured, we’ll be delivering competition, choice and great experiences in other capital cities and other places in the New Year.”

 

-Ends-

Notes to editor

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Pricing information

 

Vodafone Home nbn™ plans

 

 

Plan name

 

Monthly charge

 

nbn™ Product

Term

 (months)

Device charge (inc. GST) Bonus mobile data with a Vodafone post-paid mobile plan
$70 Basic nbn™  plan  (24-months)

Total min cost is $1680

 

$70  

nbn™ 12

24  

$0

 

2GB

$80 Essential nbn™ plan (24-months)

Total min cost is $1920

 

$80  

nbn™ 25

24  

$0

 

2GB

$95 Essential+ nbn™ plan (24 months)

Total min cost is $2280

 

$95

 

nbn™ 50

 

24

 

$0

 

3GB

$110 Premium nbn™ plan (24 months)

Total min cost is $2640

 

$110  

nbn™ 100

24  

$0

 

3GB

$70 Basic nbn™ plan  (month to month)

Total min cost is $220

 

$70  

nbn™ 12

1  

$150

 

2GB

$80 Essential nbn™ plan (month to month)

Total min cost is $230

 

$80  

nbn™ 25

1  

$150

 

2GB

$95 Essential+ nbn™ plan (month to month)

Total min cost is $245

$95  

nbn™ 50

1  

$150

 

3GB

$110 Premium nbn™ plan (month to month)

Total min cost is $260

$110  

nbn™ 100

1  

$150

 

3GB

 

Vodafone Business nbn™ plans

 

 

Plan name

 

Monthly charge

 

nbn™ Product

Term

 (months)

Vodafone Wi-Fi Hub™  charge (inc. GST) Bonus

mobile data with a Vodafone post-paid mobile plan

$80 Business Essential nbn™

(24-months)

Total min cost is $1920

$80  

nbn™ 25

24  

$0

 

2GB

$95 Business Essential+ nbn™

(24-months)

Total min cost is $2280

$95  

nbn™ 50

24  

$0

 

3GB

$110 Business Premium nbn™

(24 months)

Total min cost is $2640

$110  

nbn™ 100

24  

$0

 

3GB

$80 Business Essential nbn™

(month to month)

Total min cost is $230

$80  

nbn™ 25

1  

$150

 

2GB

$95 Business Essential+ nbn™

(month to month)

Total min cost is $245

$95  

nbn™ 50

1  

$150

 

3GB

$110 Business Premium nbn™

(month to month)

Total min cost is $260

$110  

nbn™100

1  

$150

 

3GB

 

Terms and Conditions

Vodafone 30 Day Network Satisfaction Guarantee

 

If you’re a new customer and you’ve signed up to any new postpaid plan (also applies to postpaid business customers with up to 9 connections) and you don’t love our network within the first 30 days of sign-up, or in the case of a Vodafone nbn™ plan within the first 30 days of service activation, you’re welcome to cancel by calling 1300551198 (excludes upgrades and rate plan changes). You will only have to pay for those services you’ve used or for charges incurred, that are not included in your plan, up until your number or nbn™ service is fully transferred and device and equipment in original packaging with proof of purchase returned to a Vodafone (not dealer) store within 10 days of your claim.  Where you have an individual plan, you can make one claim per year per person. Where you have multiple shared plans on your account, you can make one claim in relation to each plan, for up to 10 claims per account, per year per person. Accessories not refunded. This guarantee does not affect any other rights or remedies you may have under consumer law. Full terms and conditions at vodafone.com.au/guarantee.

 

For personal use only by approved customers. Business customers must have an ABN/ACN. Vodafone nbn™ is only available in selected areas and premises. Subject to service qualification check.

 

Vodafone nbn™ is a data-only service and is not compatible with your home phone line service meaning you may no longer be able to use your landline (or existing phone number) for calls after you sign-up, depending on your technology type. Other services that rely on your landline will not continue to operate, such as some security services, medical alarms or devices, lift emergency phones and some email or fax services.

Month-to-month plans

 

Minimum monthly spend for month 1 is $220, $230, $245, $260 (for the $70, $80, $95, $110 plans respectively). Minimum monthly spend for month 2 onward is $70, $80, $95, $110 (for the $70, $80, $95, $110 plans respectively). Total minimum cost excludes any additional costs for call outs when there is a missed appointment or where no fault is found or the $300 New Development Charge that is triggered when you live in a new development. You must connect for a minimum of one month. Recurring monthly plan fees are charged until the end of the month in which you notify that you wish to cancel. You will be charged for using your plan from the point of nbn™ activation at your premises.
24 month plans

 

The maximum early exit fee payable for this plan is $350 (including device costs). The exact early exit fee payable is determined by when and why you leave. Please see your Plan Details available at point of sale for more information. Total minimum cost excludes $300 New Development Fee that is triggered when you live in a new development and any additional costs for call outs that may be applied when there is a missed appointment or where no fault is found. You will be charged for using your plan from the point of nbn™ activation at your premises.
Vodafone Wi-Fi Hub™ Vodafone Wi-Fi Hub™ supports up to 32 compatible Wi-Fi enabled devices simultaneously. The Wi-Fi Hub will support nbn™ technology types provided by Vodafone nbn™. All customers signing up to a Vodafone nbn™ plan will be required to purchase a Wi-Fi Hub. You will not be able to use a non-Vodafone SIM card with this device as it is only able to operate with a Vodafone SIM on our network.
Vodafone Instant Connect Vodafone Instant Connect is a complimentary service that provides an interim internet connection using either the Vodafone 3G or 4G network in Vodafone Coverage Areas only. It is only available using the Vodafone Wi-Fi Hub™. Instant Connect is available from when you receive your Wi-Fi Hub until your nbn™ service is fully activated or for a period of 30 consecutive days (whichever occurs first). Speeds are throttled at a theoretical maximum of 12Mbps for downloads and 1Mbps for uploads. Service performance varies depending on network coverage and your location with speeds likely less than the maximum. Our Fair Use Policy at time of purchase applies. You can use Vodafone 4G in our 4G areas. 4G in selected areas in Australia. You get broadband speeds in our 3G areas.
4G Backup Vodafone 4G Backup is a complimentary service that provides an interim internet connection using either the Vodafone 3G or 4G network in Vodafone Coverage Areas only. It is only available using the Vodafone Wi-Fi Hub™. If you are experiencing issues with your nbn™ service you must call Vodafone on 1300 650 410 or 1555 from your Vodafone Mobile. We will determine if you are experiencing a localised fault that requires resolution by an nbn™ technician and activate Backup. You will be able to use the Backup service until the fault is resolved or for a period of 30 consecutive days (whichever occurs first). Speeds are throttled at a theoretical maximum of 12Mbps for downloads and 1Mbps for uploads. Service performance varies depending on network coverage and your location with speeds likely less than the maximum. Our Fair Use Policy at time of purchase applies. You can use Vodafone 4G in our 4G areas. 4G in selected areas in Australia. You get broadband speeds in our 3G areas.
Bonus Mobile Data Bonus Mobile Data (‘Mobile Data’) varies by Vodafone nbn™ plan and is allocated monthly after the Vodafone nbn™ service is activated. Mobile Data is only accessible if you have one or more postpaid mobile plans on the same billing account as your Vodafone nbn™ service with sharing activated. Mobile Data will expire at the end of your bill cycle and is applied as long as your Vodafone nbn™ plan and your postpaid mobile plan remains connected. Mobile Data is forfeited if you cancel either your postpaid mobile plan or your Vodafone nbn™ plan. Services subject to capabilities, network limitations & customer location. If you have more than one Vodafone plan that supports sharing on your billing account, the data allowances on those services will automatically combine into one pool which will be shared between eligible users (data sharing is only available on up to 10 services, a maximum of 5 of which can be voice plans).
Unlimited data Unlimited data for use in Australia and is subject to our Fair Use Policy at time of purchase.  Inclusions expire after 1 month. Services subject to number of devices connected, network coverage your location.
Internet speeds Internet speeds on this plan are variable and you will typically experience much slower speeds than the maximum connection speed available on your plan. The performance and speed of your Vodafone nbn™ service depends on a number of factors such as: the number of devices connected to your network, Wi-Fi performance, in-building wiring, the nbn™ technology used to deliver your service, our network and internet traffic demand. For more information please refer to the nbn™ Choose the right speed guide http://www.nbnco.com.au/learn-about-the-nbn/speed.html
Plan changes You are permitted to change once per bill cycle. If you change plans, your new plan will begin immediately. You will be refunded for the plan fee for the remainder of the month on a pro-rata basis and you be will charged your new plan fee calculated on a pro-rata basis for the remainder of the month.

 

My Vodafone App Application features subject to change. The App is free to purchase, however, standard data charges will apply to download it, to access any external links via the App and if used outside Australia. A compatible handset is required and the App is subject to network limitations. Information accessed using the App may not be available at all times or free of errors, omissions or defects.