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MOST FREQUENTLY ASKED QUESTIONS

  • WHAT SPEEDS CAN I EXPECT?

    Typically our users see symmetrical speeds of up to 50Mbps in Australia and 100Mbps in New Zealand.

    We always provide the fastest possible speed to your building, and fibre speed where possible. The speed may be slightly different for each customer due to a number of factors, including:

    • Type of technology available at your address
    •  Network capacity
    • Set up at your apartment (such as location of your modem and how the internet is used in your apartment)
    • Whether your device is connected by Wi-Fi rather than Ethernet cable

  • HOW DO I CHANGE PLAN?

    Sign into the My Account section, and click Change Plan. It will now display in the Notes section as ‘next up’. This next plan will automatically start when your current plan is finished.
  • HOW DO I CHECK MY USAGE?

    Simply go to our my account page and log in. Under Receipts, click Usage Log. You can see your data usage there.
  • MOVING APARTMENT?

    We service over 500+ apartments so its likely we are already pre-installed where you are going. Just call our customer support to see if you can get connected!
  • HOW DO I USE A VOUCHER?

    Sign in to your account page and click on Voucher in the menu to enter the code there. This voucher will automatically start. If you had a plan that was active, it will continue once your voucher is finished.
  • I'VE FORGOTTEN MY PASSWORD, HOW DO I RECOVER IT?

    Go to this web page and enter your username and email address to reset it: https://myaccount.freedominternet.org/#/forgot-password
  • WHAT IS THE INSTALL PROCESS?

    It’s easy! Our engineer will come to your apartment and install a small router. No intrusive work is done during the install. It takes 1 – 2 hours. After this install you will be all ready to go! Any questions you have during the process our engineer will happily answer or you can contact us using our contact form here.

    https://youtu.be/AZLdMdbVnr0

ALL TOPICS

PLANS

  • What speeds can I expect?

    Typically our users see symmetrical speeds of up to 50Mbps in Australia and 100Mbps in New Zealand.

    We always provide the fastest possible speed to your building, and fibre speed where possible. The speed may be slightly different for each customer due to a number of factors, including:

    • Type of technology available at your address
    •  Network capacity
    • Set up at your apartment (such as location of your modem and how the internet is used in your apartment)
    • Whether your device is connected by Wi-Fi rather than Ethernet cable

  • What is the difference between 2.4 GHz and 5 GHz?

    5GHz supplies faster data rates at a shorter distance.

    2.4GHz supplies coverage for farther distances, but may perform at slower speeds.

     

    We recommend using the 5GHz network if you are after fast speeds & can be connected near your modem. If range is more important or you are experiencing drop outs on the 5GHz, we recommend using the 2.4GHz network.

  • How do your plans compare with other internet service providers?

    We are committed to delivering great value internet, while keeping it simple. Our prices are low, our data plans are flexible and we have some of the best terms in the market. With us, you avoid installation, connection and equipment fees.
  • How do I change plan?

    Simply go to your account, log in and select from the different plan options. Please note, if you are downgrading to a plan that is less time or data, you will lose all rollover data. Our most popular plan is unlimited. No data caps, no worries!
  • Does my data roll over?

    Yes! All our monthly plans have rollover data. Any data left on your account at the end of your billing cycle is automatically added to your next plan. Just a note – if you unsubscribe, you will lose any spare data.
  • Minimum Contract Term

    Freedom Internet plans are available on 6 month’s contract or no lock in contract periods. A 6-month contract gives access to a $0 setup and $10 monthly loyalty discount.

    If your Freedom 6 month contract plan is cancelled before your minimum term has ended, you’ll need to pay an Early Termination Charge (ETC) of $199 before your subscription can be cancelled.

INSTALLATION

  • Equipment Required

    Depending on your location, you may require a pre-configured Wi-Fi router at your premises. All pre-configured routers are available for $98. Freedom Internet will only support Freedom provided pre-configured routers.
  • What does the internet device look like and where do you install it?

    Our devices are small – 11cm x 9cm x 2.5cm – and are usually fitted to the wall out of sight. We look for the best place for coverage in your apartment. All installs are pre-approved by the building owners, so it won’t affect your rental contract or bond. Nice!
  • How long will the installation take?

    Between 1 to 2 hours depending on your building & unit.
  • Can I bring my own device?

    Unfortunately not – Our freedom modem has been specially configured to work best in high traffic areas like apartments & resorts.
  • What do I need to do when I move out?

    The device stays in the apartment, so it’s ready for the next resident! Simply unsubscribe through our My Account page, or give our friendly customer service team a call. Our service is in over 500 buildings across Australia and New Zealand, so be sure to ask us if Freedom is available at your next destination!
  • What if the device causes damage to my apartment?

    We don’t do any intrusive work when fitting your apartment. If any damage did occur, we may cover the cost of repair for this.
  • What is FreedomCare?

    It is a personalised expert add-on service to support and connect all of your devices during your install.

MY ACCOUNT & PAYMENT

  • Lost Password

    Go to this web page and enter your username and email address to reset it: https://myaccount.freedominternet.org/#/forgot-password
  • Billing

    We will bill you in advance for the minimum monthly charge. When signing up online your first month of monthly charges will be charged in advance. This upfront payment will be applied to your first monthly bill. Your credit/debit card will be charged every 30 days from the date of your plan activation.

    No pro-rata credits or refunds are offered for cancelling accounts. Please bare this in mind if you need to cancel your service.

  • How do I check my usage?

    Simply go to our my account page and log in. Under Receipts, click Usage Log. You can see your data usage there.
  • How do I connect my smart tv or other devices without a browser?

    Simply go to the settings on your device and search for your Freedom SSID to connect. On our Freedom Shared network, we need to assist you to connect the device. Please contact our friendly team at support@freedominternet.org
  • How do I use a voucher?

    Sign into your account, and click Use Voucher. This voucher will automatically start. If you had a plan that was active, it will continue once your voucher is finished.
  • How do I pay for my plan?

    All of our subscriptions are pre-pay. We accept credit card, visa debit and even Prezzy Cards. You can manage your subscription through our My Account page.
  • Late Payment

    If you do not pay your fees in full and on time, we may either: suspend or terminate the use of your service and/or charge you interest on such amount owing at the rate of 5% per annum with such interest applying from the date it was due until the date of actual payment.
  • How do I cancel my subscription?

    We’re sorry to see you go! Simply go to your account then go to the Your Plan page and and click Cancel Plan. You can continue to use your plan for the remaining time and data amount, and then the subscription will stop. For contract cancellations, please call our Customer Services team.
  • Customer Service

    We are dedicated to excellence in servicing our customers. If you have any questions regarding your service, chat to us on our website, email us at support@freedominternet.org or call our Customer Service team on +61 7 3067 3676 for Aus or +64 9 281 2970 for NZ. They are available 24/7, 7 days a week.
  • Complaints Handling

    If you have a dispute with Freedom and wish to make a complaint, please call our Customer Service team on +61 7 3067 3676 or email support@freedominternet.org.

    If you are still not satisfied with the steps taken by Freedom to resolve your issue, in AUS you can seek assistance from the Telecommunications Industry Ombudsman (TIO). The TIO will only investigate complaints if you have already attempted to resolve your issue with Freedom and is an option of last resort. You can contact the TIO by visiting www.tio.com.au or by calling 1800 062 058.

    For NZ, you can contact Telecommunications Dispute Resolution (TDR). The TDR will only investigate complaints if you have already attempted to resolve your issue with Freedom and is an option of last resort. You can contact the TDR by visiting https://www.tdr.org.nz/ or by calling 0508 98 98 98.

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