What is Fibre Optic Internet?
FuzeNet brings the new world of high bandwidth services into your home with a Fibre solution that delivers a single connection for internet, telephone and other home services. Because the Fibre cables are connected to your house you can receive speeds of up to 100Mbps.
Naked ADSL2+ can not only offer you maximum theoretical speeds of up to 24Mbps, but you don’t need a phone line to connect to this service.
Wherever you are in Australia, you will be able to connect to our ADSL2+ service. It offers the same high speeds as the Naked ADSL2+ plans but you will need a phone line for this service to work.
What internet services are available to me?
The best way to answer this question is to complete our Service Qualification. We can then determine your location and what service we can offer you.
Will I have to pay phone line rental to have my internet service?
You will not have to pay phone line rental with any of our services except ADSL2+. With ADSL2+ you will be paying phone line rental; however not with FuzeNet. You will need an active line with another provider.
What do I do if there is no phone connection at my premises?
You don’t need a phone connection for many of our services. For Naked ADSL2+ you will need a phone line, however it doesn’t need to be active. For ADSL2+ you will need an active phone line with another provider.
Can I have a direct connection?
If you wish to have an active data point in your living room/bedroom etc., you are able to do so with the help of our Customer Service team. If you wish to have a technician attend the apartment to complete this work on your behalf, FuzeNet will charge a call out fee of $149.00.
What are the peak and off-peak times?
Please note: This is only valid for NSW customers.
FuzeNet has removed the Peak and Off-Peak data usage. You can now use 100% of your data usage for the month.
What are the set up fees?
Set up fees will vary according to what contract you are on – $99 on no contract, $49 on 12 months, $0 on 18 months.
What connection speed can be reached with FuzeNet internet services?
This will depend on the product that you purchase. For On-Net plans, the speed options are up to 25Mbps, up to 50Mbps and up to 100Mbps. For Naked ADSL2+ and ADSL2+ plans, the maximum theoretical speed is up to 24Mbps.
Does my data allowance include uploads and downloads?
Yes it does. Your allowance includes both uploads and downloads.
What are the Download/Upload speeds available?
For On-Net plans, the download/upload speeds are 25/5Mbps, 50/20Mbps and 100/40Mbps. For Naked ADSL2+ and ADSL2+ plans, the maximum theoretical download/upload speed is 24/1Mbps.
Will I be charged excess fees if I exceed my monthly data allowance?
No charges will be given for exceeding your monthly data allowance.
What is the shaping speed?
If a customer goes over their allocated data usage, the internet will be shaped to a speed of 256K/256K.
What are some activities that cause high internet usage?
Peer to peer (torrents), Hackers (PC virus), file downloads (music, videos), online gaming, emails and Skype are all activities that cause high internet usage
What equipment do I need to use FuzeNet internet services?
For Fibre, Ethernet and Ethernet over Coaxial Cable services you will need an Ethernet router. For VDSL services you will need a VDSL modem that will be provided by FuzeNet. For Naked ADSL2+ and ADSL2+ services you will need an ADSL2+ modem.
Can I pick up my router from the FuzeNet office?
No. Your router will be dispatched from our warehouse to your home as soon as the order is placed.
You can use the router you already have, however the FuzeNet technical support teams will only provide support for routers that are supplied by FuzeNet. If you are living in a pre-installed site however, you will not be able to use your own router; this is due to the way the network is configured.
Does the internet service include email addresses?
We no longer offer email services to new customers.
If an existing customer cancels their account, their email service will also be cancelled by default.
Can FuzeNet webmail be used if I disconnect from my FuzeNet service?
No. You will not be able to log into your FuzeNet webmail if your account is not active. During this time any emails sent to the FuzeNet email address won’t be receivable.
I am currently with another internet provider. If I switch to FuzeNet, will I be without internet for long?
After we have scheduled your installation appointment you may be without internet within 24 to 48 hours. For our Naked ADSL2+ and ADSL2+ services, the time without internet will depend on the availability of iinet and Telstra wholesale.
What type of IP address is provided?
A dynamic IP address is provided. A Static IP address can be requested at additonal $10 extra per month
Which provider/providers does FuzeNet use?
We are a licensed carrier that is multi-homed to several other service providers throughout Australia, including LBNCo, Opticomm, Open Networks, FTTB and Optus
Examples of data usage amounts
Below are some estimates of the amounts of data consumed doing typical internet activities. These are estimates and are approximate. Please be aware that actual usage will vary and could be far greater for example, you may be watching a HD stream or send Hi resolution pictures as an email attachment.
Factors affecting Internet speed
|Typical Internet Activity
||Estimate of Data consumed
||500KB per email (estimate includes attachments & spam)
||2GB per film (avi, mpeg, divx)
|Browsing the Internet
||5MB per hour
||5MB per song (4-5min duration)
||15MB per hour
||Typical stream at 128Kbps
||850KB per image
|Videos/ TV streaming
||2MB per minute
There are a number of factors that impact on the speed a customer will experience.
• In any of our broadband networks the customer’s equipment, including your PC and Modem, have a significant impact on the speeds you will experience.
• The customer’s location is also a key factor in the speeds that they will experience in all cases.
• For ADSL and Cable customers, the speeds will vary based on the customer’s distance from the exchange or Head-end, the type and length of the cable connecting the customer to the exchange or Head-end, and prevailing line noise (signal interference) conditions at the time.
• For the ADSL/2+ and Cable products, availability also depends on the type of technology with which the customer’s location is connected to the network.
• FuzeNet Cable is only available in certain estates in WA and service speeds may vary between estates based on the network technology used and FuzeNet network upgrade plans. For example, FUZEconnect Cable can provide maximum download speeds up to 17Mbps in Ashton Heights and the Kestrels estates and maximum download speeds up to 30Mbps in estates like Secret Harbor. Our customer service team can provide more details at the time of application.
Other factors affecting speeds include
• The number of people using a network at one time, what they are doing on the network and the source of their content; especially when it is content sourced beyond FuzeNet’s network. For example, downloading movies will use more bandwidth than sending emails.
• Factors outside our network, such as content server delays.
• The source of the data being downloaded can also affect download speeds. For example, data being downloaded from international websites must travel a lot further and through many more network elements than data being downloaded from websites in Australia.
Can I port my current number to FuzeNet?
You most certainly can! Call our customer service team on 1300 881 917 to confirm we can port that number, pay a $15 per number porting fee and your number will be transferred within 7 to 10 business days.
What is the connection fee?
People in new developments that have not previously been connected must pay a one-off $300 connection fee.
How do I set up Voicemail on my handset?
To enable voicemail, dial 121 and await the confirmation.
Press 1 to retrieve old messages
Press 7 to delete messages
Press 6 to go to the next message, then 7 to delete until there are no more messages
To deactivate voicemail, customer needs to set the diversion to “No diversion” for no voicemail, as there is no code to do so on the telephone itself.
If customers wish to divert the number, they must call support on 1300 881 917
How do I connect to FuzeNet?
You can sign up to any of our plans using the Buy Now section on the website.
You can also download a form Application and Direct Debit form and post it to FuzeNet
How can I change ownership on my account?
Simply fill in Change of ownership form and send it back to us at firstname.lastname@example.org. A fee of $49 (incl. GST) will apply.
Am I required to be home when my FuzeNet service is connected?
As we will need to connect your modem at your house, you will need to be present.
What payment options does FuzeNet have?
All new customers are required to pay for their FuzeNet services by Automatic Direct Debit from their credit card or Bank Account. To setup a Automatic payment please download and complete our Direct Debit form. Your service will be activated once the completed direct debit form is processed by our team.
If you would like to make a one off payment please use our secure payment facility, here.
How can I monitor my data usage?
Sign into the “Customer Portal” and search your data
Can I add extra data to my monthly allowance?
Yes you can. Extra data packs can be purchased throughout a given month, the cost of which will be added to your invoice. The following rates are currently available:
20GB – $5
50GB – $10
100GB – $15
200GB – $25
500GB – $35
1000GB – $50
If I choose a plan that is too big for me, can I downgrade?
If you select NO contract when applying for FuzeNet services, you will be able to downgrade your plan at a cost of $49.00 per downgrade.
If you select a 12 or 18 month contract when applying for FuzeNet services, you will be able to downgrade your plan; however, this will involve payment of a downgrade fee. This fee is calculated by multiplying the difference between your original plan and the downgraded plan by the amount of months remaining on your contract. For example, if you chose to downgrade your plan from $89.95 a month to $69.95 with 8 months of your contract remaining, you would be charged a downgrade fee of $160.00 ($20.00 x 8).
What if I want to upgrade my plan?
If you wish to upgrade, you can do so at no extra cost
Who should I contact if I need support with my service?
You can contact our customer service team for all of your needs. We operate 7 days a week:
NSW, VIC, QLD: Monday to Friday 8am – 8pm AEST, Saturday and Sunday 10am – 6pm AEST.
WA: Monday to Friday 8am – 8pm AWST, Saturday and Sunday 8am – 4pm AWST.
Send an email to email@example.com or phone 1300 881 917
If we conclude that a fault you have reported (and that a technician has been sent to address) cannot be attributed to our infrastructure (i.e a faulty socket, modem, internal wiring etc.), an Incorrect Callout fee of $149 may apply.
In the event that a technician attends a site and has to spend over 1 hour at that site, a callout fee of $50 will apply for the additional hour (and every one thereafter)
If your router stops working within the warranty period, it will be replaced by FuzeNet; we may request that you return it for inspection by the original supplier.
If your router stops working outside of the warranty period, FuzeNet will offer a new one at $99 + postage and handling charges.
For your convenience, FuzeNet issues accounts monthly in electronic form; we will bill you in advance. Your billing date is decided by the service activation date, but you will receive an account around the same time each month.
Your first invoice will be sent one week after activation. This will include: connection fees if applicable, 1 month in advance, set up fees and 1 day pro rata. Each invoice after your first will just be charges for the month in advance. You agree to pay any and all charges within 30 days of the issuance of a bill or as per the payment terms agreed upon for the provision of the service, whichever comes first.
Your FuzeNet account has been especially designed to be easily read and understood. The due date is clearly printed in the top right hand corner and usually falls between 14-30 days after account issue. To avoid the risk of service disruption, you should make payment before the due date.
It’s important to know you must still pay your account, even if you don’t receive the bill. So you should contact us if your bill seems late or doesn’t arrive within 60 days of connection.
FuzeNet offers various payment options to ensure your bill is paid on time, including Direct Debit. Just choose the right one for you.
A $5 late fee will apply.
It is your responsibility to ensure that sufficient funds are available in the nominated account to meet a drawing on its due date. If not, you must pay a dishonour fee; dishonoured cheques incur a handling charge of $16.50, while Direct Debit rejections are $10.00 (both incl. GST)
If you request a payment back through your bank and take the money from us, you will be charged a $30 (+ GST) Merchant Chargeback Fee.
Termination (Cancellation) Of Services
If you are considering cancelling your services with FuzeNet, please contact our sales department on 1300 881 917. We offer a wide range of telecommunication products and may be able to offer you a service that better suits your needs. If you decide to proceed with your cancellation request, the following terms and conditions apply.
Termination Fees – Should you cancel your service during the Minimum Period/Contract term you will be charged a termination fee. The termination fee is calculated by multiplying the remaining months of your Minimum Period/Contract term by the monthly service fee. Additionally you may be charged for any hardware that has been provided to you and not returned to FuzeNet.
Obligations When Terminating Your Account
We require a 30 day notice for all cancellation requests.
For billing purposes, the last day of service will be considered the 30th day from the date that your cancellation request was received.
The cancellation notice must be passed to us by the FuzeNet account holder or an authority on the account.
Should you fail to notify us of cancellation, we reserve the right to continue attempting to deliver services and bill you for these services for up to 60 days from the day of actual termination. We accept no liability for any charges that you will incur as a result of not providing us with Cancellation Notice.
There is a risk of service disruption if your account remains unpaid more than 28 days after the due date. In most cases, you will first receive a Reminder. To avoid service disconnection, you should act on this notice immediately. There are also a number of reasons your service may be disconnected without notice.
Contact FuzeNet immediately if you believe there is a discrepancy with any part of your bill. If we are unable to resolve your concern by phone, please provide written notice of the reasons you dispute the bill before the due date. FuzeNet will then complete a thorough investigation and advise you of the outcome.
Your service will not be disconnected while the bill is in dispute or for 60 days after issue, whichever is shorter. Until your concern is resolved, you may need to pay an amount based on prior usage. Should our investigation conclude the unpaid amount was correctly billed, payment will fall due immediately. If you dispute the investigation findings, your State Ombudsman may be of assistance.
If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service:
• TTY users phone 133 677 then ask for 1300 881 917
• Speak and Listen users phone 1300 555 727 then ask for 1300 881 917
• Internet relay users connect to the NRS (www.relayservice.gov.au) and then ask for 1300 881 917
My mail account has been suspended. What should I do?
When we detect that a customers mail account may have been compromised we will temporarily suspend the account. We will send an SMS to the primary account holder notifying them of suspension. If you have received an SMS notification please:
• Check your computer’s security. Change your passwords immediately. Use a strong password that contains at least 8 characters and a mix of letters and numbers.
• Run Antivirus and Malware removal software to clean your computer.
• Once you have completed these tasks call us on 1300 881 917 to reactivate your mail account.