After we review your application details and, if no site visit is required, our support team will activate your service same day. You will receive an email confirming your plan, connection settings and credentials to access Vine MyAccount portal.

There are no cancellation fees on our month-to-month service. Your service will disconnect 30 days after initial notice is given. If you are on a contracted service your ETC fees will be the remainder of the term

Payment can be arranged via the My Account portal here. Your account credentials were sent to you in your welcome email upon service activation.

You can change your plan at any time by contacting the team on (07) 5405 2500 or by sending an email to support@vinenetworks.com and a ticket will be created in our system, a Vine Networks support staff member will attend to your request and respond back in as quick a time as possible.

You will be notified at the time of signing up whether a site visit will be required, however, in most cases, a technician is generally not required, but this is dependent on the site and what existing services are in place. 

If you have purchased a router from Vine Network, a technician will come to site and install it for you and also configure it. For third-party modems  also known as BYOD, please check the user manual for instructions or contact our support team to point you in the right direction, we do provide support on BYOD routers, however due to there being so many in the market our support is minimal.

You can contact our customer support team on (07) 5405 2500 for assistance, between 8:30am to 5:00pm Monday to Friday or send us an email to support@vinenetworks.com.au 

After hours tickets will be attended to based upon the nature, urgency and severity of the ticket. Business customers do receive priority service based upon the agreed SLA’s provided at time of signup

If you have purchased the device from Vine Networks, then yes, it is yours to keep and use after you leave.

Any equipment that is loaned to the customer remains the property of Vine Direct Pty Ltd. Should the equipment become lost, misplaced, stolen or damaged, the customer will be responsible for the full cost of replacing the equipment, cables and any labour costs associated with the repair or replacement.

In short yes, however the SLA is dependent on the level of coverage you have contracted to.

However, all business or enterprise services have a natural blanket of priority service, which means Vine will place the majority of its resources in restoring business services first and in order of their SLA agreement.

Please refer to your contract for your SLA and any rebates that might accompany your contract.