What is our approach to nbn™ access line speeds which do not meet customer expectation?
ACN is not able to confirm the maximum line speed of your nbn™service with our service provider until your service is installed and activated on the nbn™ network. You should also note that nbn™ does not guarantee a minimum line speed as part of its wholesale service.
This means that while you may choose a higher speed tier than that included in your plan at time of purchase, ACN is not able to verify at this time whether your individual nbn™ connection can reach the highest speed level of your speed tier.
If we are informed by our service provider or become aware that your connection is not capable of supporting the speed tier you have purchased, we will contact you with an offer to move your service to a lower, achievable speed tier and credit back the associated charges or, offer you an exit from your contract.
For more information on ACN nbn™ speed tiers, please see here.