Business nbn key facts

Access profiles and busy-period performance

The numbers in a plan name identify its nominal nbn download/upload access profile in Mbps. They are not measured speeds at your premises. Typical busy-period performance is separate and must be established for the service we supply. A supplier's retail results are not automatically Underlay results.

We will identify the applicable busy period and the basis of any estimate in the completed sheet. Plan-specific guidance on video meetings, streaming, cloud backup and concurrent users is also pending; do not select a tier from its access profile alone.

Availability and what affects speed

We offer services across nbn technologies, but every address, access product and speed tier must be qualified. Not every plan is available on every technology. The address check identifies the technology, available tier and any installation or upgrade requirement before ordering.

Access technology, copper line length and condition where applicable, network congestion, remote servers, your router, Ethernet ports, cabling, Wi-Fi, device capability and simultaneous use affect performance. A multi-gigabit access profile needs compatible equipment throughout the path; a 1 Gbps port cannot carry a 2 Gbps service to one device. Upload performance matters for cloud backup, sending files and video calls.

For applicable copper-based services we check attainable speed after connection and explain the available remedies if the service cannot achieve the performance sold. A stated access profile does not remove your rights if the service fails to meet its description or a legal guarantee.

Equipment, data and service boundary

Standard business nbn plans include unlimited data. A compatible router and any required premises cabling are needed; equipment is not included in the published monthly access price. Your Order states what you provide, what we supply, the handoff and any equipment or installation charges. Internet access does not include a voice plan. Ordinary service support is included; separately agreed equipment configuration or engineering may be chargeable.

Moving services and keeping numbers

Tell us about existing internet and phone services before ordering. Do not cancel an existing service until the migration and any number port have been agreed and the new service is working. A transfer can interrupt service or affect bundled products. We explain the migration steps, consent, expected interruptions and any third-party charges before you proceed. Number transfer requires authority and successful carrier processing; timing is not guaranteed.

Power, alarms and emergency calls

nbn equipment and your router depend on power. Internet-based voice also depends on the internet connection, so it may not work during a power or network failure, including for 000. Have an alternative working way to call emergency services.

Medical alarms, monitored security or fire alarms, lift phones, EFTPOS, fax and other specialised equipment may need an upgrade or an alternative connection. Check with the equipment supplier and tell us before ordering; we do not assume compatibility. Discuss medical or safety-critical needs before committing to this service.

Help, terms and complaints

Read the plan's Critical Information Summary and Business Terms. Contact hello@underlay.au or 02 4398 7080. Our Complaints Policy includes external escalation; payment assistance and customer-safety support are also available.

The IT Dept Pty Ltd, trading as Underlay Networks · ABN 12 665 405 505
Updated 1 October 2026 · Version 2026-10-01.1