Common use of Customer Support Clause in Contracts

Customer Support. 23.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 You agree your NBN Service is provided to you by us and not NBN Co and you do not have a contract with NBN Co. You agree to report to us – and specifically NOT to NBN Co - any faults or other issues with the NBN Service that you are obtaining from us. 23.3 If your NBN Service is faulty, in most cases you will be required to be at the Premises where the NBN Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 If you lodge a fault on the NBN Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 If you lodge a fault on the NBN Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 24.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 24.2 You agree your NBN Service is provided to you by us and not NBN Co and you do not have a contract with NBN Co. You agree to report to us – and specifically NOT to NBN Co - any faults or other issues with the NBN Service that you are obtaining from us. 23.3 24.3 If your NBN Service is faulty, in most cases you will be required to be at the Premises where the NBN Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 24.4 If you lodge a fault on the NBN Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 24.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 24.5 If you lodge a fault on the NBN Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 24.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 22.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 22.2 You agree your NBN Service is provided to you by us and not NBN Co and you do not have a contract with NBN Co. You agree to report to us – and specifically NOT to NBN Co - any faults or other issues with the NBN Service that you are obtaining from us. 23.3 22.3 If your NBN Service is faulty, in most cases you will be required to be at the Premises where the NBN Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 22.4 If you lodge a fault on the NBN Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 22.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 22.5 If you lodge a fault on the NBN Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 22.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 16.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 (h) We reserve the right to add, or delete web sites to/from our filter list without prior notice to you. 16.2 You agree your NBN iiNet VDSL2 Service is provided to you by us and not NBN Co any wholesaler and you do not have a contract with NBN Co. any wholesaler of the iiNet VDSL2 Network. You agree to report to us – and specifically NOT to NBN Co any wholesaler - any faults or other issues with the NBN iiNet VDSL2 Service that you are obtaining from us. 23.3 16.3 If your NBN iiNet VDSL2 Service is faulty, in most cases you will be required to be at the Premises where the NBN iiNet VDSL2 Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 16.4 If you lodge a fault on the NBN iiNet VDSL2 Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 16.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 16.5 If you lodge a fault on the NBN iiNet VDSL2 Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 16.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 17.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following the installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 (h) We reserve the right to add or delete web sites to/from our filter list without prior notice to you. 17.2 You agree your NBN iiNet Ultra FTTB Service is provided to you by us and not NBN Co by any other provider and you do not have a contract with NBN Co. any wholesaler or other providers of the FTTB Service. You agree to report to us – and specifically NOT to NBN Co any wholesaler or other provider - any faults or other issues with the NBN iiNet Ultra FTTB Service that you are obtaining from us. 23.3 17.3 If your NBN iiNet Ultra FTTB Service is faulty, in most cases you will be required to be at the Premises where the NBN iiNet Ultra FTTB Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 17.4 If you lodge a fault on the NBN iiNet Ultra FTTB Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 17.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 17.5 If you lodge a fault on the NBN iiNet Ultra FTTB Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange for a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 17.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 24.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 24.2 You agree your NBN Service is provided to you by us and not NBN Co and you do not have a contract with NBN Co. You agree to report to us – and specifically NOT to NBN Co - any faults or other issues with the NBN Service that you are obtaining from us. 23.3 24.3 If your NBN Service is faulty, in most cases you will be required to be at the Premises where the NBN Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 24.4 If you lodge a fault on the NBN Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 24.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 24.5 If you lodge a fault on the NBN Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faultyf aulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 24.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 16.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 (h) We reserve the right to add, or delete web sites to/from our filter list without prior notice to you. 16.2 You agree your NBN iiNet VDSL2 Service is provided to you by us and not NBN Co FTTB Wholesale and you do not have a contract with NBN Co. FTTB Wholesale. You agree to report to us – and specifically NOT to NBN Co FTTB Wholesale - any faults or other issues with the NBN iiNet VDSL2 Service that you are obtaining from us. 23.3 16.3 If your NBN iiNet VDSL2 Service is faulty, in most cases you will be required to be at the Premises where the NBN iiNet VDSL2 Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 16.4 If you lodge a fault on the NBN iiNet VDSL2 Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 16.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 16.5 If you lodge a fault on the NBN iiNet VDSL2 Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 16.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 16.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 (h) We reserve the right to add or delete websites to/from our filter list without prior notice to you. 16.2 You agree your NBN iiNet Ultra VDSL2 Service is provided to you by us and not NBN Co any other provider and you do not have a contract with NBN Co. any wholesaler or other providers of the VDSL2 Service. You agree to report to us – and specifically NOT to NBN Co any wholesaler or other provider - any faults or other issues with the NBN iiNet Ultra VDSL2 Service that you are obtaining from us. 23.3 16.3 If your NBN iiNet Ultra VDSL2 Service is faulty, in most cases you will be required to be at the Premises where the NBN iiNet Ultra VDSL2 Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 16.4 If you lodge a fault on the NBN iiNet Ultra VDSL2 Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 16.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 16.5 If you lodge a fault on the NBN iiNet Ultra VDSL2 Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange for a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 16.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 17.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule on our Website at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internetinternet. 23.2 (h) We reserve the right to add, or delete web sites to/from our filter list without prior notice to you. 17.2 You agree your NBN Internode TurboFibre FTTB Service is provided to you by us and not NBN Co FTTB Wholesale and you do not have a contract with NBN Co. FTTB Wholesale. You agree to report to us – and specifically NOT to NBN Co FTTB Wholesale - any faults or other issues with the NBN Internode TurboFibre FTTB Service that you are obtaining from us. 23.3 17.3 If your NBN Internode TurboFibre FTTB Service is faulty, in most cases you will be required to be at the Premises where the NBN Internode TurboFibre FTTB Service is installed for the fault to be fixed. If iiNet Internode requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 17.4 If you lodge a fault on the NBN Internode TurboFibre FTTB Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 17.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Scheduleon our Website). 23.5 17.5 If you lodge a fault on the NBN Internode TurboFibre FTTB Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet Internode perform the required work. If requested, iiNet Internode will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 17.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 17.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following the installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule on our Website at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internetinternet. 23.2 (h) We reserve the right to add or delete websites to/from our filter list without prior notice to you. 17.2 You agree your NBN Internode TurboFibre FTTB Service is provided to you by us and not NBN Co Vision Network and you do not have a contract with NBN Co. any wholesalers or other providers of FTTB Service. You agree to report to us – and specifically NOT to NBN Co any wholesalers or other providers - any faults or other issues with the NBN Internode TurboFibre FTTB Service that you are obtaining from us. 23.3 17.3 If your NBN Internode TurboFibre FTTB Service is faulty, in most cases you will be required to be at the Premises where the NBN Internode TurboFibre FTTB Service is installed for the fault to be fixed. If iiNet Internode requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 17.4 If you lodge a fault on the NBN Internode TurboFibre FTTB Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 17.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Scheduleon our Website). 23.5 17.5 If you lodge a fault on the NBN Internode TurboFibre FTTB Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet Internode perform the required work. If requested, iiNet Internode will arrange for a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 17.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 16.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following the installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 (h) We reserve the right to add or delete websites to/from our filter list without prior notice to you. 16.2 You agree your NBN iiNet Ultra Cable Service is provided to you by us and not NBN Co by any other provider and you do not have a contract with NBN Co. any wholesalers or other providers of the Cable Service. You agree to report to us – and specifically NOT to NBN Co any wholesaler or other provider - any faults or other issues with the NBN iiNet Ultra Cable Service that you are obtaining from us. 23.3 16.3 If your NBN iiNet Ultra Cable Service is faulty, in most cases you will be required to be at the Premises where the NBN Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 16.4 If you lodge a fault on the NBN iiNet Ultra Cable Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 16.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 16.5 If you lodge a fault on the NBN iiNet Ultra Cable Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange for a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 16.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 16.1 You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet. 23.2 (h) We reserve the right to add, or delete web sites to/from our filter list without prior notice to you. 16.2 You agree your NBN iiNet Cable Service is provided to you by us and not NBN Co by any wholesaler and you do not have a contract with NBN Co. any wholesaler of the iiNet Cable Network. You agree to report to us – and specifically NOT to NBN Co any wholesaler - any faults or other issues with the NBN iiNet Cable Service that you are obtaining from us. 23.3 16.3 If your NBN iiNet Cable Service is faulty, in most cases you will be required to be at the Premises where the NBN iiNet Cable Service is installed for the fault to be fixed. If iiNet requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 16.4 If you lodge a fault on the NBN iiNet Cable Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 16.5 applies), you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 16.5 If you lodge a fault on the NBN iiNet Cable Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet perform the required work. If requested, iiNet will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 16.6 If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing us.

Customer Support. 23.1 19.1. You acknowledge that: (a) Unless stated expressly otherwise on our Website, we provide customer support for connecting the Service to a single computer that meets the System Requirements. We will not provide customer support for the connection of additional computers (even if you have nominated Additional Users for the Service), networking devices or local area networks to the Service. (b) We do not provide technical support for Services under the following conditions: (A) running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose; (B) running network services or providing network services to others via the Service; (C) running connectivity software other than Software that we provide to you; or (D) Macintosh operating systems below v10.0v10.6. (c) We do not guarantee that the Hardware will be compatible with any network of machines. (d) Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service. (e) We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time. (f) We will use reasonable care and skill in providing the Service. However, given the nature of telecommunications systems (including the Service’s reliance on systems and services not owned or controlled by us), we cannot guarantee that the Service will be continuous, fault-free or accessible at all times. (g) We are unable to provide support for software that was not supplied by us, including software Downloaded from the Internet.. Fault reporting and rectification 23.2 19.2. You agree your NBN Broadband Service is provided to you by us and not NBN Co our upstream suppliers and you do not have a contract with NBN Co. our upstream suppliers. You agree to report to us – and specifically NOT to NBN Co our upstream suppliers - any faults or other issues with the NBN Broadband Service that you are obtaining from us. 23.3 19.3. If your NBN Broadband Service is faulty, in most cases you will be required to be at the Premises where the NBN Broadband Service is installed for the fault to be fixed. If iiNet Lightning Broadband requires you to be at the Premises during fault fixing, we or our contractor will contact you to arrange a suitable time. 23.4 19.4. If you lodge a fault on the NBN Broadband Service and a technician has attended your Premises, and the fault is found to be within your own equipment (excluding where the fault is isolated to your wiring under which clause 23.5 applies)equipment, you will be required to pay an Incorrect Call-Out Fee (as specified in the Pricing Schedule). 23.5 19.5. If you lodge a fault on the NBN Broadband Service and the fault is isolated to the wiring at your Premises (where either it does not exist, or it exists and is faulty), you can arrange for your own contractor to perform the work required to install or fix this wiring, or you can request that iiNet Lightning Broadband perform the required work. If requested, iiNet Lightning Broadband will arrange a technician to attend your premises for which you must be in attendance, and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required. 23.6 19.6. If you experience a fault in respect of your connection to the Service, you can contact customer support by telephoning or emailing usemailingus. Warranty 19.7. We provide the Warranty Periods specified in the Pricing Schedule at no extra cost, with Equipment we supply to you. The Warranty Periods do not apply where you have supplied your own modem or other Equipment. 19.8. If you notify us of a fault with the modem or other Required Equipment we have supplied to you, within their respective Warranty Periods, we will repair, replace or provide credit for the faulty item at no cost to you. However, if the fault was cause by: (a) any Equipment not provided by us (such as your computer); (b) any interference caused by a Force Majeure Event; (c) any interference with or modification to this Equipment or a failure to use it in accordance with the manufacturer’s specifications or our instructions; or (d) damage caused by you, then we will charge you a fee, as specified in the Pricing Schedule, for the repair or replacement, including associated shipping and/or handling costs.