Broadband Terms

Our terms and conditions will be changing, as of 21 November 2019. The changes are intended to simplify the structure of the terms applicable to your Services. They are not intended to change your substantive rights under the current terms (which will remain available in the archive section of our website here).

The new terms will apply from 21 November 2019 for existing customers, and for any new customers who sign up on or after 21 October 2019.

Farmside Broadband Terms

 

  1.   About these Broadband terms

  2.   Plans and data usage

  3.   Changing your plan

  4.   Broadband Equipment

  5.   Fibre Broadband

  6.   Satellite Broadband

  7.   Wireless Broadband

  8.   ADSL and VDSL Broadband

  9.   Farmside Voice (VoIP)

  10.   Sure Signal

  11.   Glossary

1.   About these Broadband terms

1.1   If you sign up for Farmside Broadband products, these terms and conditions will apply in addition to (and prevail over, if there is any inconsistency), the Farmside Standard Terms and Conditions

1.2   Other terms and conditions may also apply to the Services you choose, including Plan and offer terms and conditions.   Farmside Channel Partner terms may also apply.

1.3   In these terms and conditions, when we refer to any Broadband Services, the reference includes Broadband and Phone Services unless otherwise stated.

2.   Plans and data usage

2.1   We offer a range of Broadband plans and Services to suit varying customer needs and requirements.  Specific terms applicable to particular plans are set out at clauses 5 to 9.

2.2   Unless otherwise stated, all plans are subject to a minimum Service term (from the Service Commencement Date), which we also call a Fixed Term Agreement. The Fixed Term Agreement will be either 12 months or 24 months from the Service Commencement Date.  If you are entitled to a contract renewal credit, it will be applied only for the minimum service term agreed with you.

Data usage

2.3   All traffic, both upload and download, will be counted toward your data usage.

2.4   Where your use of data (including overhead data usage which is required for establishing and maintaining the connection) exceeds the monthly data cap (data allowance) on your Broadband plan, we may charge overages and/or reduce the speed of your Services.

2.5   Overage charges apply on the capped Broadband plans when you have exceeded your monthly data allowance. You will be notified when this happens. 

2.6   You can check your usage online by logging in to www.myfarmside.co.nz. The Farmside usage meter does not show your usage in real time, and it is important that you take this into account when tracking your usage. Usage is updated approximately every hour under normal conditions and will accurately reflect your usage up to 4 hours earlier. However, in some circumstances it can take longer for your usage meter to be updated, particularly when there are a large number of users on the internet. To help you manage your usage, We will use reasonable endeavours to email usage alerts at 80%, 100% and 120% of the data cap for your Broadband plan. To receive these alerts you need to ensure that we have your current email address. You can do this by logging in to www.myfarmside.co.nz.

2.7   Any unused portion of the monthly data allowance (data cap) for your Broadband plan will not be carried over to future billing periods. Farmside Broadband usage is calculated from the 21st of the month to the 20th of the following month. Overage charges are rounded up to the next megabyte and are available on request.

2.8   Where we make statements about Broadband speed, this is not a guarantee about continuous speed.  Where a download or upload speed is specified, the Broadband Services are capable of burstable speeds up to the speed stated.  Where a download or upload speed is described as “maximum”, you will receive the highest speed your Broadband connection can deliver.

2.9   The actual speed your Broadband connection can achieve may depend on a number of things including the condition of your line, the distance from the exchange or tower, the Equipment you use (including your computer), the time of day you are connecting, and the Internet use by others connected to the Network at the same time as you.

 

Interruptions 

2.10  Sometimes we may need to temporarily suspend a Service so that we or our suppliers (including a LFC) can carry out maintenance and development work on the Network. We will always try to minimise any disruption to you (except in an emergency where this may not be practical).

2.11  Broadband Services (including VoIP Services and Sure Signal) require power to operate and will not work during a power failure.  If you cannot use the Broadband Services, you will not be able to make any telephone calls including to Emergency 111 services.  You may also need to make alternative arrangements if you have a monitored alarm or other legacy devices (e.g. a facsimile machine, analogue EFTPOS machine, etc).  We recommend keeping a Farmside Homeline Service or another landline if you have needs such as monitored alarms and medical alarms. If you do so Homeline monthly rental charges will be in addition to your Broadband plan.  

Fair use

2.12  It is important to us that all eligible Farmside customers are able to access our network Services. For this reason, and to ensure the provision of a quality service:

(a)   If your usage of our Services materially exceeds estimated use patterns over any month, or is inconsistent with normal usage patterns (for example, using auto dialling, continuously call forwarding, tele marketing, call centres, and use of Cellular Trunking Units (CTUs)), then your usage will be deemed excessive and/or unreasonable, and we may contact you to advise you that your usage is in breach of our Fair Use Policy.

(b)   We may then request that you moderate or alter your usage to come within our Fair Use Policy.  If your excessive or unreasonable usage continues after receipt of a request to moderate or alter the nature of such usage, we may without further notice, apply charges to your account for the excessive and/or unreasonable element of your usage, suspend, modify or restrict your use of the Services, or withdraw your access to the Services.

(c)   We reserve the right to manage Network resources to improve the overall performance and customer experience (in particular for core usage such as web browsing and email services) and is not adversely affected by high bandwidth applications such as peer to peer or file sharing.  

(d)   Your use of our Services may be subject to Network prioritisation by us, where controlled allocation of bandwidth resources is necessary to minimise congestion. In cases of a mass outage we may reserve the right to temporarily move connections off the network.

(e)   We reserve the right to prioritise specific types of traffic over other traffic at times of congestion (and for limited time periods) where we consider that there will be significant customer interest in the specific type of traffic and that these actions are likely to improve customers’ experience.   

3.   Changing your plan

3.1   Subject to clauses 3.2 to 3.5 below, you can make one plan change per billing cycle. 

3.2   If you make a change to your plan, you must remain on the new plan for a minimum period of one month.

3.3   You may be required to extend your current term by a further 12 months if you upgrade your plan (a change which increases your data allowance from those under your current plan) and you have less than 12 months remaining on your current fixed term agreement.

3.4   You will not be required to extend your current term if:

(a)   you have more than 12 months remaining on your current fixed term agreement; or

(b)   you downgrade your plan (a change which reduces your allowances from those under your current plan).

3.5   If you wish to make a change, you can do so by contacting our Customer Services team on 0800 32 76 74 or +64 3 687 9727. 

4.   Broadband Equipment

4.1   To provide Broadband Services to you, we may provide and install Equipment, software and cabling (“Equipment”) at the site you have designated for Service.   You understand and agree that only Farmside approved representatives may work on the Equipment.  If Equipment on your property is attached to a structure, and you need the Equipment to be moved so that you can conduct work on the structure, you must contact Farmside to arrange for the Equipment to be moved and re-installed and you will be required to pay any associated costs.

4.2   You must not interfere with the Equipment in any way except as authorised under these Terms. You must also:

(a)   provide a suitable operating environment for indoor and/or outdoor Equipment including, where applicable, ensuring that line of sight is not obstructed for Satellite or Wireless Services (i.e. by tree growth);

(b)   take reasonable precautions to protect the Equipment from theft or other loss or damage;

(c)   if you are using a Farmside ADSL,VDSL or Fibre connection, ensure that any modems or other equipment you connect to the Farmside network are telepermitted;

(d)   ensure that all equipment on your premises that is connected to the Farmside network but not provided by us, is telepermitted;

(e)   take all reasonable precautions to protect the Equipment from radio or electromagnetic interference, electrical interference or power fluctuations; and

(f)   follow our reasonable directions in the use of the Equipment including the Wireless Equipment, and use the Equipment and Wireless Equipment solely for the purpose of receiving the Services.

4.3   You are responsible for all of the Equipment installed on your property or installed at your request under these Terms and you indemnify Farmside against any loss or damage to such Equipment.  You must insure all of the Equipment with appropriate insurance cover for its replacement value.  For insurance purposes, we recommend cover to the value of NZD$2,000 incl GST for standard installations.

 

4.4   If you arrange the installation of additional equipment (other than through Farmside), that equipment is not covered by this Agreement.

Ownership of Equipment

4.5   You hereby grant to us a security interest in all of the Equipment and any proceeds of the Equipment (both being “the Collateral”) and agree that we may register a security interest in the Equipment on the Personal Properties Securities Register.

4.6   You agree to allow Farmside or its agent to enter the premises upon which the Equipment is installed at any time to recover the Equipment without in any way being liable to any other person.

4.7   On request from Farmside, you will promptly provide all information necessary to enable Farmside to perfect its interest in the Collateral.

4.8   So far as permitted by the Personal Property Securities Act 1999, you waive your rights under sections 114(1) (a), 116, 117, 119, 120(2), 121, 125, 129, 131, 133 and 148 of that Act.

Installation

4.9   You must confirm an installation date for any Equipment required to be installed at your property so that we can provide the Services within one month of you requesting the Services from Farmside. Any request for postponement of the installation date must be received within one month of the date of you requesting the Services.

4.10  In order to provide the Services to you, we may disconnect equipment that may have been connected by other Service providers and may reconfigure your computer or associated equipment to enable it to be compatible with our Services.

4.11  Unless we agree otherwise, you will be required to pay any installation costs for the Broadband Services. Where possible, we will tell you in advance what the installation costs will be (if any).For a copy of our current routine installation guidelines please contact Customer Services. 

4.12  The costs we charge for installation differ depending on whether we consider the installation to be “standard” (where no unusual circumstances obstruct the installation) or “non-standard”.  Non-Standard Installation may incur additional labour and parts charges and the costs of any temporary scaffolding required to gain access to the site where the outdoor Equipment needs to be installed.  Travel charges may apply. Details of these costs are available on our website https://www.farmside.co.nz/fees.   

4.13  We may choose not to connect Broadband Services to your premises for any reason, including where we reasonably consider it uneconomic or unsafe to do so.  We may exercise this right at any time, even after we have accepted your application for Broadband Services.

4.14  Should you decide to cancel your Broadband order, through no fault of Farmside or the company installing the Service, after you have been provided with an installation date and agreed to pay the non-standard installation charges, you may be charged a disconnection fee.

Removal

4.15  We may remove the Equipment on termination of these Terms, or earlier if we decide the Equipment is no longer required for your use of the Services. You agree to allow us, or any person authorised by us, access to your premises at all reasonable times and on reasonable notice (subject to compliance with your reasonable security requirements and where applicable, health and safety requirements) to inspect, maintain or remove the Equipment.

4.16  If Farmside ceases providing Services to you, or if we decide the Equipment is no longer required for your use of the Services, we may instruct you to de-install and return the Equipment to us. In such cases you must follow our instructions carefully. Should you fail to do so, you may be liable for any associated costs resulting from damage to the Equipment or your own property or person. You must only de-install the Equipment on your premises if explicitly requested to do so by us.

4.17  If for any reason the Equipment is not returned to us when we require (whether on termination of Service or otherwise) or the Equipment, on return, is found to be damaged (Fair wear and tear excepted), you must pay us the reasonable replacement cost of such Equipment upon demand.

Modems

4.18  Where we provide a modem, the modem is specific to the Service and cannot be used with other broadband services.  If you have purchased or received a modem or other hardware as part of your Broadband Services, ownership will transfer to you on payment or connection. You agree we can provide you with enhancements or new capabilities for any modem or hardware used for Services supplied by us. We will not have any obligation to repair or replace the modem where:

(a)   modifications, alterations, attachments or other work has been carried out to the modem (unless authorised by us);

(b)   the modem has been used in combination with equipment, programs, accessories or services not supplied or authorised by us;

(c)   there has been failure to observe our or the manufacturer's written instructions regarding the use, operating or environmental conditions for the modem; and/or

(d)   there has been misuse, abuse, accidental damage or negligent use or operation of the modem,

UNLESS we have those obligations under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 – your rights under those Acts prevail.

5.   Fibre Broadband

Availability

5.1   The Fibre Broadband Service is available to residential customers only. 

Installation of Fibre by LFC

5.2   You agree to be bound by your LFC’s end user terms as their network is used to provide the Broadband Services to you.  You should read these terms.  The current LFC End User Terms can be found at:

5.3   If you agree to pay the non-standard installation costs and agree to proceed with the installation, you will be charged directly by the LFC to carry out the work.

5.4   You will receive a wireless modem when signing up to a new Fibre Broadband Service Plan.  You retain ownership of the wireless modem and we guarantee that the modem will operate in accordance with the published specifications - and that we will repair or replace the modem (or pay for the cost of repairing or replacing the modem), within a reasonable time, if the modem does not operate as described.

5.5   In some instances the copper line may need to be removed to lay the fibre. In this case, you may not be able to revert back to your existing Services after you move to a Fibre Broadband Service.

Disconnection fees

5.6   The following disconnection fees apply for Fibre broadband:

(a)   For disconnection prior to expiry of a 12 Month Term, the disconnection fee is $199.00.

(b)   For disconnection prior to expiry of a 24 Month Term, the disconnection fee is 24 Month Term $299.00.

Fibre Broadband and Phone

5.7   Fibre Broadband and Phone is a Fibre service delivered in conjunction with a Farmside Voice Service. The Farmside Fibre Broadband and Phone Service is delivered using VoIP (Voice over Internet Protocol).  Services such as analogue EFTPOS, monitored alarms, medic alarms, SKY pay-per-view, SKY betting or similar services will not work. 

5.8   Calling charges are paid for in addition to the monthly rental. Calls are charged on a one minute minimum charge with the exception of Unlimited Local and National calling.  Thereafter, you call will be charged by the second.

5.9   Unlimited Local and National calling is subject to our Fair Use policy as outlined in clause 2.12.

5.10  Mobile Talk Packs secure access to a specified number of calling minutes, to a specified jurisdiction e.g mobile calls over and above the Farmside Voice plan allocation from the date purchased until the next calendar 20th day. Mobile Talk Packs are billed one month in advance where a customer elects to buy Mobile Talk Packs for future usage periods.

5.11  Mobile Talk Packs calls can be made at any time, for any duration up to the allocated number of minutes. The standard Landline to Mobile call rate will apply once the allocated number of minutes is reached. Multiple Mobile Talk Packs cannot be purchased.

5.12  Mobile Talk Pack minutes do not include calls made to overseas mobiles of visitors roaming in New Zealand or non-New Zealand mobiles.

5.13  The porting of your existing phone number is completely at the discretion of your current service provider and cannot be performed if your existing phone connection or account has already been cancelled.

5.14  If you choose a voicemail Service, you are responsible for changing the PIN from the pre-set number and setting your own PIN access for the voicemail Service and any charges incurred as a result whether or not you reset the PIN access.  However, if you notice any unexplained charges on your invoice please contact us as soon as you become aware of them and we will, in good faith, investigate for you.  For more information on our charges and any issues, please see the Standard Terms and Conditions which can be viewed at www.farmside.co.nz.

5.15  There is a limit to the number and duration of messages that can be left on the voicemail Service.

5.16  You may temporarily or permanently cancel a smart calling Service such as Voicemail or Call Waiting by calling our Customer Services team on 0800 32 76 74. If you later want to reconnect the smart calling Service a reconnection administration fee may apply.

5.17  The stability and performance of your Farmside Fibre Broadband and Phone Service can be affected by a number of potential faults. A fault can commonly originate from the network, your modem, or your analogue telephone. If the Service is not meeting your expectations, call our trained Customer Services team on 0800 32 76 74 who will help to identify where the potential fault lies.

5.18  It is your responsibility to advise Farmside if you wish to cancel your Farmside Fibre Broadband and Phone Service and move your calling to another provider. If you wish to keep your phone number, you will need to arrange the number porting with your new provider.

6.   Satellite Broadband

Availability

6.1   Farmside Satellite Broadband connections are designed primarily for residential use, i.e. internet browsing and email. You may experience less than optimal service if using some interactive applications, such as remote desktop and PC banking.

6.2   Farmside Satellite Broadband Services are either:

(a)   subject to a minimum service term of up to 24 months (from the Service Commencement Date), which we also call a Fixed Term Agreement. The minimum service term for your connection will be advised in writing when you request the Services. A new Satellite Broadband connection will have a minimum 12 or 24 month service term; or

(b)   not subject to a minimum service term, in which case the installation fee for the Service is higher and you must pay for (and you will own) the Satellite modem and outdoor Equipment.

Installation of Satellite Broadband

6.3   The Satellite Broadband Service requires a Satellite modem and outdoor Equipment to be installed at your premises.  Farmside retains ownership of the Satellite modem and outdoor Equipment (unless you have elected not to be subject to a minimum service term and so have paid for the Equipment yourself).   The Satellite Equipment is specific to the Service and cannot be used with other broadband Services.

6.4   The standard installation lead-time is 20 working days from when you place the order and is subject to stock and installer availability.

6.5   Some applications may require additional hardware or software before you can use them with your Farmside Satellite Broadband connection.  For example, if you wish to use wi-fi, you will need a wi-fi router, and if you wish to use applications that require a VPN connection, you will need a static IP address. We can provide such additional hardware or software as may be required – additional charges will apply.

6.6   Where a fault with your Satellite Broadband Service falls outside of the scope of the Consumer Guarantees Act 1993, we may require you to pay for the cost of the repair or replacement, including travel charges.

Early Disconnection fees

6.7   The following disconnection fees apply for Satellite Broadband when you cancel your Service prior to completing your current fixed term agreement:

 
 
 
 
 
 

Data cap and Data Boosters

6.8   Optus Satellite plans have a Peak and Off-Peak data cap.  The Off-Peak data cap applies to usage between the hours of midnight and 6am.

6.9   We may temporarily throttle your Optus Satellite Broadband Service (reduce the speed of your connection) when you have exceeded your monthly data allowance for each individual Peak and/or Off-Peak data cap (if applicable to your plan) including data boosters if they have been added and fully consumed. If boosters are not added when you reach your data allowance, you will be charged overages.

You will be notified when you have exceeded your data allowance and your Service will be throttled.

6.10  Throttling can be removed by adding Data Boosters to your account. Data Boosters secure access to a specified number of gigabytes over and above the Broadband Plan allocation from the date of purchase until the next calendar 20th day. Data Boosters are billed one month in advance where a customer elects to buy a Data Booster for future usage periods.  Any unused data (including Data Boosters) will not be carried forward to the following month.

7.   Wireless Broadband

Availability

7.1   Farmside Wireless Broadband Services are designed primarily for residential use, i.e. internet browsing and email. Farmside Wireless Broadband includes but is not limited to (RBI) Wireless.

7.2   Some applications may not be compatible with Wireless Broadband, or may attract additional service charges to you to ensure compatibility. If you are considering using your Farmside Wireless connection for applications other than internet browsing or email, it is your responsibility to inform your Farmside representative prior to confirming your installation.

7.3   Data speeds will vary depending on distance from the mobile tower, interference, or the number of users in your household.   The stability and performance of your Farmside Wireless Broadband Service can be affected by a number of potential faults and can occasionally go down. You should take this into account when choosing this product and what you will want to use it for. We cannot guarantee how quickly we can arrange for resolution of any problems with the provision of our Wireless Broadband Service.

7.4   The Wireless Broadband Service is internet only and does not come with a Homeline (copper landline service). Accordingly, services such as Fax, analogue EFTPOS monitored alarms, medic alarms, SKY pay-per-view, SKY betting or similar services will not work.

7.5   The (RBI)Wireless Motorhome Plan is intended for customers who are predominately “mobile” and using their (RBI) wireless Broadband Service at different locations throughout New Zealand. It is not to be used in a permanent fixed location. You will need to be in RBI Wireless coverage areas for the service to work and can check our service coverage on our website https://www.farmside.co.nz/coverage-check. You must give us 30 days’ notice to cancel your service.  If you do not, disconnection fees will apply.

Installation of Wireless Broadband

7.6   The Wireless Broadband can be self-installed, or it can be installed by a professional technician (“managed installation”).

7.7   Where you self-install (RBI)Wireless Broadband:

(a)   You will receive a modem.  A postage and handling fee applies to all modems supplied.  The modem is yours to keep but the SIM remains our property and we may ask you to return it.

(b)   If you have insufficient coverage at your home address, you must call the Farmside Customer Services team as soon as possible. Once we have confirmed your signal strength is less than -110dBm(4G) or -89dBm (3G), you can choose to cancel within 30 days of activation or 45 days of receiving the modem, whichever is earlier. We will refund all service charges invoiced during this period but you will be required to pay for any additional data (overages and boosters) and calls made.  You will be required to return the modem with the SIM Card to us, 8 Butler Street, Timaru, 7910 at your cost in the same condition as when supplied and in the original packaging.  If the modem is not received by us within 15 days from the date of last usage, you will be charged a lost equipment fee of $299.00.  We recommend you send the modem back by tracked courier.

(c)   If the Service is not available at your new location or does not work, you may change to a managed installation (RBI)Wireless Broadband Service or another Farmside Service if available at your new location. A Change of Service charge may apply and Customers Services will advise you of the amount.  If you choose not to continue with a Farmside Service, you will need to cancel your current Service and if you are still under a fixed term, disconnection fees may apply. 

(d)   If the (RBI)Wireless Broadband Service will replace an existing Service and you have requested cancellation of those Services, we cannot guarantee you will be able to connect back to the previous Service if you change your mind, particularly if there are capacity issues in your area. You are responsible for arranging any disconnection of Services by your existing provider where required. You may incur disconnection fees if you terminate your existing arrangements with another supplier - you should check with them.  We recommend that you do not disconnect your other provider’s connection until you are fully satisfied that you will be continuing with our Service beyond the Connection Guarantee period.

(e)   We will start invoicing the (RBI)Wireless Service 30 days after Service activation or 45 days after you receive the modem, whichever is earlier.

7.8   Where you have a managed installation:

(a)   Where you have a managed installation by a professional technician, additional checks are carried out to ensure there is sufficient coverage for the Service to work. Where there is insufficient coverage you will not incur any costs for a failed installation but travel charges may apply.

(b)   The standard managed installation lead-time is 20 working days from when you place the order and is subject to stock and installer availability.

(c)   Where we have arranged a managed installation of the Service, we retain ownership of the modem and outdoor Equipment (in this clause, the “Equipment”). We guarantee that the Equipment will operate in accordance with the published specifications - and that we will repair or replace the Equipment (or pay for the cost of repairing or replacing), within a reasonable time, if the Equipment does not operate as described.

(d)   Click the link below to find out whether your installation will be standard or non-standard. https://www.farmside.co.nz/wireless

(e)        The modem is specific to the Service and cannot be used with other broadband services. The SIM card remains our property.

Early Disconnection fees

7.9   The following Early Disconnection fees apply for Wireless Broadband plans when you cancel your Service prior to completing your current fixed term agreement:

 

Data cap and Data Boosters

7.10  Some Wireless Broadband plans have a Peak and Off-Peak data cap.  The Off-Peak data cap applies to usage between the hours of midnight and 6am.

7.11  We may temporarily throttle your (RBI) Wireless Service (reduced to dial-up speed) when you have exceeded your monthly data allowance by 6GB for each individual Peak and/or Off Peak data cap (if applicable to your plan) including data boosters if they have been add and fully consumed.  If boosters are not added when you reach your data allowance, then the 6GB will be charged as overages.

You will be notified when you have exceeded 6GB of your data allowance and your Service will be throttled.  

7.12  Throttling can be removed by adding Data Boosters to your account.   Data Boosters secure access to a specified number of gigabytes over and above the Broadband Plan allocation from the date of purchase until the next calendar 20th day. Data Boosters are billed one month in advance where a customer elects to buy a Data Booster for future usage periods.  Any unused data (including Data Boosters) will not be carried forward to the following month.

7.13  This does not apply to the (RBI) Wireless Enhanced Broadband plan where overage does not apply and Data Boosters cannot be added. Enhanced Broadband Plan is a 3G only uncapped plan where the maximum upload and download speed is reduced to 2mbps after 400GB of data usage per billing cycle.  This plan is only available at certain locations and is subject to availability and approval. Our Fair Use policy as outlined in clause 2.12 applies.

7.14  Upgrades to the (RBI) Wireless Enhanced Broadband plan made part way through a billing month will take effect from the beginning of the next billing month.  Any unpaid overages and/or booster charges owing will be carried over and will remain payable.

Wireless Broadband and Phone

7.15  The following terms and conditions are specific to the Wireless Broadband and Phone Service:

(a)   To be eligible for free local and national calling, you must be connected to the Wireless Broadband and Phone plan.  Free local and national calling applies to standard person to person calls to standard New Zealand local and national numbers.  Our Fair Use policy as outlined in clause 2.12 applies.

(b)   There is a one minute minimum charge for Wireless Broadband calls. Thereafter, calls are rounded up and charges by the minute (e.g. if your call was for 1 minute and 40 seconds, you will be charged for 2 minutes).

(c)   Mobile Talk Packs calls can be made at any time, for any duration up to the allocated number of minutes. The standard Landline to Mobile call rate will apply once the allocated number of minutes is reached. Multiple Mobile Talk Packs can be purchased.

(d)   Mobile Talk Packs secure access to a specified number of calling minutes, to a specified jurisdiction e.g. mobile calls over and above the Farmside Voice plan allocation from the date purchased until the next calendar 20th day. Mobile Talk Packs are billed one month in advance where a customer elects to buy Mobile Talk Packs for future usage periods.

(e)   Mobile Talk Pack minutes do not include calls made to overseas mobiles of visitors roaming in New Zealand or non-New Zealand mobiles.

(f)   If you have signed up to our Wireless Broadband and Phone Service, you can switch to a Wireless Broadband Service (i.e. no phone) without incurring any disconnection fees on 30 days’ notice. However, you must continue to pay all calling charges up to the time of when the phone part of the Service is disconnected.

(g)   The porting of your existing phone number is completely at the discretion of your current service provider and cannot be performed if your existing phone connection or account has already been cancelled.

(h)   It is your responsibility to advise Farmside if you wish to cancel your phone Service and move your calling to another provider. If you wish to keep your phone number, you will need to arrange the number porting with your new provider.

(i)   The Wireless Broadband and Phone Service is internet only and does not come with a Homeline (copper landline service). Accordingly, services such as Fax, analogue EFTPOS, monitored alarms, medic alarms, SKY pay-per-view, SKY betting or similar services will not work.

(j)   If you choose a voicemail Service, you are responsible for changing the PIN from the pre-set number and setting your own PIN access for the voicemail Service and any charges incurred as a result whether or not you reset the PIN access.  However, if you notice any unexplained charges on your invoice please contact us as soon as you become aware of them and we will, in good faith, investigate for you.  For more information on our charges and any issues, please see the Standard Terms and Conditions which can be viewed at www.farmside.co.nz.

(k)   There is a limit to the number of and duration of messages that can be left on the voicemail Service.

1.   ADSL and VDSL Broadband

8.1   The following disconnection fees apply for ADSL and VDSL Broadband plans:

 

ADSL and VDSL Broadband and Phone

8.2   The following terms and conditions are specific to the VDSL or ADSL Broadband and Phone Service:

(a)  To be eligible for Capped Calling and Unlimited National Calling you must be connected to the Homeline Calling Plan (either on a standalone basis or as part of your VDSL or ADSL Broadband and Phone).

(b  Capped Calling applies up to 2 hours, casual rates will apply for any calls that exceed 2 hours.

(c)  Unlimited National Calling applies up to 2 hours, casual rates will apply for calls that exceed 2 hours.

(d)  The Unlimited National Calling is subject to our Fair Usage Policy as outlined in clause 2.12.

(e)  Capped Calling to National landlines toll rates does not apply for customers who have the Unlimited National Calling attached to their plan.

(f)  Mobile Talk Packs calls can be made at any time, for any duration up to the allocated number of minutes. The standard Landline to Mobile call rate will apply once the allocated number of minutes is reached. Multiple Mobile Talk Packs cannot be purchased.

(g)  Mobile Talk Packs secure access to a specified number of calling minutes, to a specified jurisdiction e.g mobile calls over and above the Homeline Calling Plan allocation from the date purchased until the next calendar 20th day. Mobile Talk Packs are billed one month in advance where a customer elects to buy Mobile Talk Packs for future usage periods.

(h)  Mobile Talk Pack minutes do not include calls made to overseas mobiles of visitors roaming in New Zealand or non-New Zealand mobiles.

(i)  It is your responsibility to advise Farmside if you wish to cancel your phone Service and move your calling to another provider. If you wish to keep your phone number, you will need to arrange the number porting with your new provider.

9.   Farmside Voice (VoIP)

9.1   Farmside Voice is a digital phone service using VoIP where calls are delivered over a broadband connection. Farmside Voice is used to deliver calling for our Fibre Broadband and Phone and Satellite Broadband and Phone Services. It can also be used in conjunction with some of our Wireless Broadband Services but is not available with ADSL, VDSL or (RBI) Wireless Broadband. It does not come with a copper phone line, and third party services such as monitored alarms, medic alarms, SKY pay-per-view, SKY betting or similar services will not work.

9.2   In some cases an ATA (Analogue Telephone Adapter) device may be required to provide a Farmside Voice Service. We will advise you if this is required and what the charge is.

9.3   There is a one minute minimum charge for Farmside Voice calls. Thereafter, calls are rounded up and charges by the minute (e.g. if your call was for 1 minute and 40 seconds, you will be charged for 2 minutes).

9.4   There is a minimum 3 month term for the Farmside Voice Service.  Even if you disconnect the Service, or do not use the Service, within that period you must still pay the monthly rental fee of $20.00 plus all calling charges up to the date the Service is disconnected.

9.5   Lost equipment fee: Where the ATA has been provided at no charge and you cancel the Service prior to the 3 month minimum term the ATA must be returned at your cost. If the ATA is not received by us within 15 days from the date of last usage, you will be charged the lost equipment fee of $124.99.

9.6   Farmside Voice does not guarantee that you will be able to make successful VoIP calls to every valid number, as Farmside does not own or operate every part of the network used to provide VoIP Services.

9.7   Farmside reserves the right to monitor your Farmside Voice usage, which is provided on the basis of reasonable use, and to monitor and investigate your usage of the Farmside Voice Service.  We can charge a standard per minute rate for usage over what is reasonable (to be determined in our absolute discretion).

9.8   We reserve the right to alter or replace any phone number allocated to you for use of the Farmside Voice Service from time to time and if so, we will give as much notice as possible. Unless the Consumer Guarantees Act provides otherwise, we will not be liable for any costs which you or anyone else may incur as a result of such a change.

9.9   Geographic dialling codes for New Zealand may only be used from their allocated New Zealand geographic zone.

 

10.   Sure Signal

10.1  Sure Signal uses your broadband to boost the 3G mobile signal throughout your home. When connected, Sure Signal will use data from your Farmside Satellite Broadband or (RBI) Wireless Broadband plan. The broadband connection needs to have a speed of 2Mbps or higher. Your mobile phone is connected through the Sure Signal and like any wireless phone, operates using radio signals, which cannot guarantee a connection in all conditions. Therefore, you must never solely rely on any wireless phone for emergency communications.

10.2  The Sure Signal device must be purchased and preconfigured through Farmside in order for it to operate over the Farmside network. The Sure Signal device will only operate with a 3G capable mobile device connected to either a Farmside or Vodafone mobile service.  When connected to the Sure Signal, your 3G mobile phone will use voice, text and data from your mobile plan as usual.  

10.3  The Sure Signal V2 can host up to four mobile phones, the V3 model can host up to eight mobile phones.  When Sure Signal is used in conjunction with either a Farmside Satellite Broadband Service or (RBI) Wireless Broadband Service, only two active simultaneous phone calls can be supported.

11.   Glossary 

11.1  The following definitions apply in addition to those set out in the Farmside General Terms:

  • Equipment - any equipment and lines installed on your property for the provision of the Broadband Services.

  • Broadband Services - the Broadband services, and the related products and services that we or our agents provide to you.

  • LFC – your local fibre company (which will depend on which area you live in).

  • Service Commencement Date - the date your connection to the Services is completed.

  • VoIP – means Voice over Internet Protocol, which refers to technology for the delivery of voice communications over the Internet.

  • Telepermitted – means the equipment has a Telepermit label indicating it has been certified and has a Permit To Connect (PTC) to the network. It is not a measure of quality or implies any warranty.

 
 
 
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Copyright © 2019 by Farmside, 8 Butler Street, Timaru 7910, New Zealand          

0800 Farmside (0800 32 76 74)