Critical Information Summary
Vysion Fixed Wireless
- Service
Overview
Vysion Fixed Wireless offers a broadband internet connection through our advanced Fixed Wireless network. To access this service, an antenna will need to be installed on your roof, which connects to a router point (network boundary point) located inside your premises. This service provides Unlimited data and includes the supply and installation of the antenna, as well as access to our technical support via phone, email, and customer portal support tickets. On-site service for maintenance and repair of our equipment is included at our discretion. - Ownership of Equipment: The antenna and equipment installed by Vysion remain the property of Vysion Group Pty Ltd.
Availability and Requirements
Our Fixed Wireless service is available within our designated network area. You can check if your address falls within this area on our website at www.vysion.com.au.
The remote address check (Remote Service Qualification or RSQ) is an estimate only. Our technicians will conduct an on-site Service Qualification at the time of installation. If your address is not serviceable, you will incur no charges unless a prior agreement has been made.
To pass the Service Qualification, there must be a Line of Sight (LOS) to an access point on one of our towers. Factors that may obstruct LOS include vegetation growth, new constructions, and other physical barriers, as well as local interference which might affect service.
Bundling and Equipment
There is no requirement to bundle this service with any other telecommunications offerings. A Vysion Wi-Fi 6 router is included and recommend using with your Vysion service. Alternatively, you can acquire a wireless router from another retailer of your choice. The supplied the router, antenna and all associated equipment remain the property Vysion.
Installation Process
Our technicians will install the antenna and network boundary point at your location. You or an individual over the age of 18 must be present for the entire installation appointment. Any additional cabling required beyond the network boundary point is your responsibility and at your own expense.
Setup Fee
Free Install. *We may require non-standard installation at an additional upfront charge, which will be provided in a quote on a case-by-case basis.
Minimum Commitment
The minimum term for this service is 1 month. You can upgrade your plan at any time or downgrade on the first day of your billing cycle.
Cancellation Fees
You are required to notify us of your intention to cancel the service.
Fee for Service
If a technician visit is required to address a fault considered outside our responsibility (such as a WiFi issue), you will need to agree to a Fee for Service. Should you not consent, we may be unable to resolve your service fault.
Connection Speed
The speed of your plan represents a theoretical maximum under optimal conditions. The Typical Evening Speed, also known as the Typical Peak Speed, is what customers generally achieve during peak usage times (7 p.m. - 11 p.m. Mon-Fri). These figures are estimates and actual speeds experienced may be lower, influenced by factors such as environmental conditions, network infrastructure, hardware and software configurations, types of content accessed, and the number of users on the network. Speeds may also be reduced when connecting via Wi-Fi.
Residential Service
Our offerings are categorized as residential services and do not come with business priority support. For business-grade services, please visit our website: https://www.vysion.com.au/vysion-plans.
Priority Assistance
Priority Assistance is available for households with individuals who have diagnosed life-threatening medical conditions and require access to a fully operational telephone service. Unfortunately, we cannot offer this service or any telephony services utilizing our infrastructure. For Priority Assistance, please consult a provider such as Telstra.
Plan Changes
To review available plans for switching, log in at https://vysion.com.au. Charges will be adjusted in the first bill after your plan change takes effect. Downgrades will be effective only at the start of the next billing cycle.
- An upgrade refers to changing to a plan with a higher monthly service charge, regardless of included features.
- A downgrade is changing to a plan with a lower monthly service charge, regardless of included features.
Data Usage Overview
Usage is calculated as the total of downloads plus uploads. For information on your data usage, log into your account at https://vysion.com.au.
Acceptable Use Policy
You are required to adhere to our Acceptable Use Policy found at https://www.vysion.com.au/legal/acceptable-use-policy. Services should not be used in a fraudulent manner or in a way that negatively impacts our network's integrity. Breaches of this policy may result in service suspension or cancellation.
Customer Service
For questions about this offer, please visit www.vysion.com.au. For technical support regarding our services or your connection, call us at 03 4157 7100. Our support hours are weekdays from 10 a.m. – 5 p.m. and weekends from 10 a.m. - 12 p.m. (AEST/AEDT).
Complaints and Disputes
If you encounter problems with your service, please refer to our Support Centre at https://www.vysion.com.au/legal/complaints for our complaints escalation process, which outlines how to submit a complaint and our response mechanisms.
Further Support
In case we cannot resolve your complaint satisfactorily, you can reach out to the Telecommunications Industry Ombudsman at 03 4157 7100. For complete contact details, please visit the TIO website.
Discounts and Promotions
This summary does not include any applicable discounts or promotions that might arise from time to time or additional services you choose while on this plan.
Terms of Service
This document summarizes critical information regarding the service. The full Terms of Service applicable to your service usage are accessible at https://www.vysion.com.au/legal/terms-of-service. We reserve the right to update this document and/or our plan offerings without prior notice. The most current version of this document is always available for download at www.vysion.com.au.
Customer Service Contact Information
Contact our customer service team at:
03 4157 7100 | support@vysion.com.au | Support ticket: https://vysion.com.au/contactus
For more information on broadband, visit https://www.commsalliance.com.au/BEP.
All quoted prices include GST.