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Frequently Asked Questions
We are proudly local business based on Sunshine Coast Queensland. We take great pride in our service and delivery aiming always to exceed expectations and raise the bar for what an Internet service provider can be. From our rapid response times to our highly rated customer service (check out our google reviews here). We manage and monitor our network through advanced monitoring software enabling us to respond to service issues and outages fast. In most cases, we will fix the issue before you even become aware.
How fast can I get connected to Vine?
If our services are already available in your building, you can be connected in as little as 15 minutes. If our team cannot activate your service straight away, we may arrange an appointment for one of our friendly tech guys to pop by typically within 1-2 working days.
What happens with my current provider?
If you’re not under contract with your current provider you can easily switch over to Vine Networks. We will get you up and running fast and advise you when your service will activate. All that's left then is to call your old internet provider and give them the bad news.
Will I need a new modem/router?
As we want to ensure that you get the best internet speed available, Vine will supply you with the latest wireless router available.
Can I change my plan after I’m connected?
All our plans feature no lock-in contracts meaning you can change your connection speed as you wish. The service will activate from the next billing cycle. Not sure what speed you need? Drop us a line and we will work out the solution that best suits your needs.
Do I have to sign a contract?
At Vine Networks, we don't have lock in contracts. The reason for this is simple - we want to give you as much choice as possible, and we think our service is so good you won't want to leave.
What features are included with my Vine plan?
On top of a seriously fast internet connection, you’ll also receive great local support from our Australian-based staff. We monitor connections remotely and the majority of support issues can be solved over the phone.
What is the difference between 2.4Ghz, 5Ghz and 5G
With so many technology abbreviations it can get a bit confusing. Wi-Fi primarily uses two frequency bands, 2.4GHz and 5GHz. The 2.4GHz band is the default for most devices. However, this frequency can get crowded which may affect speeds and stability.
5GHz Wi-Fi (not to be confused nor anything like 5G Cellular network) has more available channels and can typically run much faster with less interference. If your device supports 5GHz Wi-Fi at home, this will give you the best experience.
We label the two networks so you can distinguish between them.
How much data can I get?
All our plans come with unlimited data – no more hitting your data limit for the month! The plans are all about the speed you need – ranging from 25M up to 1G. We love being flexible.
What is a symmetrical plan?
A symmetrical plan means that the upload speed and the download speed are the same. All our plans are symmetrical.
Can I still keep my landline phone number?
Vine does not offer landline phone plans, however VOIP phone providers will work over our network. We are happy to discuss this with you. Most of our customers have included calls in their mobile plans so prefer not to use landline connections.
How am I billed for my monthly plan?
All Vine services are prepaid. We invoice you via email on the first of each month for your current months’ payment. Our terms are 7 days from invoice.
How can I pay my account?
We accept the following payment options:
Direct debit from either your account or credit card.
Manual credit card payment.
Direct deposit a bank account.
How do I cancel my plan?
As our contracts are only month to month, all that we ask is that you provide us with a month’s notice. Please call or email us to do this. Alternatively, if you are moving house and would like to keep your service contact us to see if we can provide a connection at your new address.
As all our fibre network is 100% owned by us, we offer wholesale/RSP opportunities for businesses looking to on sell capacity in bulk to downstream clientele. If you are in IT services industry, this can represent a great opportunity to generate extra revenue and add value to your customer relationships. Give our team a call today to discuss.
Wholesale options for other carriers
There are no other carriers currently utilising our network however we anticipate this will change as our network coverage footprint continues to grow. Now is the perfect opportunity to leverage Vine Network capacity and look at wholesale opportunities.
How can I apply to be a wholesaler?
We first would like to get to know who you are and what type of business you run. That way we can tailor the best service opportunities for your business. You can by giving us a call on 07 5405 2500 or by completing this form.
We build fibre optic networks that deliver fast, affordable high speed internet services – connecting people faster. We are proud to be wholly Australian-owned.