Why More are changing the price of our nbn® plans

At the end of 2023, the Australian Competition and Consumer Commission (ACCC) approved NBN Co’s proposal to vary the Special Access Undertaking (SAU), which included price changes that impact all Internet Service Providers (ISPs). The new SAU included the introduction of an annual price change, in line with the Consumer Price Index (CPI) every July.
In May, NBN Co announced that it will increase its wholesale prices by approximately 4.1% meaning that all ISPs will be impacted with additional costs.
As a result, we unfortunately need to make some adjustments to the prices of some our nbn® plans. This has again been a difficult decision for us, but it's crucial for us to keep providing you with a superior service. 

What are the changes for each nbn® plan?
We are not passing on the full amount of these increases for all our plans. The following table shows how the price of each of our Personal plans is changing:

Personal nbn® Plan	Current Monthly RRP	New Monthly RRP
Value	$72.00	$76.00
Value Plus	$88.00	$92.00
Fixed Wireless Plus	$88.00	$92.00
Fast	$94.00	$96.00
Fast Plus	$99.00	$100.00
Superfast	$115.00	$115.00 (No change)
Ultrafast	$135.00	$135.00 (No change)

 

If you are a Business customer, you can explore our range of Business nbn® plans aimed to suit every Business customer's internet and financial needs on our Business nbn® page.


Why some plan prices increasing and others aren'tAt the end of 2023, the Australian Competition and Consumer Commission (ACCC) approved NBN Co’s proposal to vary the Special Access Undertaking (SAU), which included price changes that impact all Internet Service Providers (ISPs). The new SAU included the introduction of an annual price change, in line with the Consumer Price Index (CPI) every July.
In May, NBN Co announced that it will increase its wholesale prices by approximately 4.1% meaning that all ISPs will be impacted with additional costs. As a result, we unfortunately need to make some adjustments to the prices of some our Personal nbn® plans. 
There is no doubt that life is getting more expensive with cost-of-living pressures, so we’re pleased to be able to help some of our customers by not passing on these latest additional costs.


Are other providers also changing their nbn® prices?
The changes to NBN CO’s wholesale pricing will impact all Internet Service Providers (ISPs). We’ve already seen some providers increase the price of their nbn® plans and we anticipate many other ISPs will do the same. 

When will the price changes take effect?
All price adjustments for new and existing Personal nbn® customers will take effect from 1 August 2024, and you’ll notice the adjustment in your next bill after that date. 


What the price adjustments mean if you’re currently receiving a discount on your nbn® service under and advertised promotion or offerIf you're currently benefiting from a discount on your nbn® service under an advertised promotion or offer (including any CommBank customer offer), no need to worry – your existing discount will continue for the remainder of the promotional period. However, from 1 August 2024, your existing discount will be deducted from the new RRP of your plan. For further details, you can review the terms of your existing promotion on the Policies page of our website.

You signed up before the prices changed, but your nbn® service isn’t connected yet. What this means for youWhen you signed up for your new More nbn® service, you would have paid your first months’ plan fee upfront and this sits on your account as a credit until your nbn® service is activated.
If your service starts before 31 August, you won’t see the price adjustment until your first bill, one month after your nbn® service is activated.  
If your service starts after 1 September, when our new nbn® plan prices are in effect, you will get a bill to cover the difference in plan fees. For example, if you signed up for the Value Plus plan on 30 July and paid $88.00, and your service starts on 2 September, you will receive a bill for $4 to cover the difference in fees.
What the price adjustments mean if you’re a More Business customer and currently on a 24-month contract
If you are on a 24-month nbn® contract and your monthly nbn® plan RRP has increased, you can exit the contract early and we will not charge you an Early Termination Fee for your nbn® service. If you terminate your contract early, you will still be responsible for any fees relating to outstanding amounts for installation costs, usage or network access charges incurred up to the date that you terminate your contract, and any other fee outlined in the Business nbn® Critical Information Summary. 

We will not waive Early Termination Fees if you are on a 24-month nbn® contract and your monthly nbn® plan RRP has not increased. 


If you would like to cancel your 24-month contract early because your monthly plan RRP has increased, please contact us on 1800 733 368 within 14 days of receipt of this notice. We will not waive Early Termination Fees for any requests received after this date. 
For further information on Early Termination Fees and Hardware (‘Equipment’) please read the Standard Form of Agreement, Schedule A and the Business nbn® Critical Information Summary.

What to do if your current nbn® plan no longer suits your needs
If, for any reason, your current plan no longer suits your needs, we've got you covered. You can explore our range of nbn® plans aimed to suit every customer's internet and financial needs on our nbn® page. You can submit a plan change request in our Self-Care Portal, with easy instructions linked in our FAQ: Can I Change My Plan | Help | More Telecom™

If you are a Business customer, you can explore our range of Business nbn® plans aimed to suit every Business customer's internet and financial needs on our Business nbn® page. If you are on a 24-month contract and your nbn® plan price has increased, see above for more information about contract termination rights.
We recommend that if cancelling or switching plans, you do so at the end of your current billing period to make the most of your current month’s plan inclusions. If you have a More Home Voice plan, cancelling your More nbn® plan will result in your More Home Voice service being terminated automatically on the same day. You will not receive a refund or credit for any unused days of the current billing period that fall after your cancellation or plan change date.


Financial HardshipAt More we are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. If you are experiencing financial hardship, we may be able to offer you a payment assistance arrangement to help you manage your upcoming bills or pay off any outstanding overdue account balance. 
Our Payment Assistance policy and application form can be found on our financial hardship page. We offer help based on your individual circumstances and on a case-by-case basis. There is no charge to apply for or access an arrangement for financial hardship assistance.
If you believe you are in financial hardship, please fill out and submit our payment assistance application form. You can do this by: 

• Our webform linked on our financial hardship page, or 
• Downloading the form here and sending it to our dedicated Financial Hardship email address financialhardship@more.com.au 

You can contact our team who are authorised to assist with financial hardship matters on 1800 733 368 (Monday to Friday 9:00am-5:30pm AET excluding public holidays) or via email at financialhardship@more.com.au (inbox monitored Monday to Friday 9:00am-5:30pm AET excluding public holidays).


What are the advantages of staying with More after the price adjustment
We understand that great value is a key factor in choosing an nbn® provider, and we want to remind you of the advantages of remaining with More:

• Exclusive deals for CommBank customers and staff through More’s strategic alliance
  More is proud to work exclusively with CommBank to offer CommBank customers and staff special offers on More’s nbn® & mobile plans. More’s products will also be integrated with the Commbank App over time, allowing customers to directly access these benefits and manage their services in one place. By working with Australia's largest bank, More is delivering the very best in nbn® services to more Australians – for less.
  
  
• Customer-Centric Approach
  At More, our customers are at the core of everything we do. Our dedicated team continuously strives to provide you with not only outstanding support but also the best deals. 
  
  
• Community Commitment 
  More is deeply committed to the communities we operate in. We actively support initiatives like Small Change Big Change and the Pancare Foundation, working together to create a positive impact. 
  
  
• Great Prices on Cutting-Edge MESH Wifi Hardware
  Wave goodbye to laggy internet and frustrating buffering with More's latest Wi-Fi 6 device – eero 6+. You’ll experience fast speeds, effortless setup, and seamless networking. Learn more here.  

What is the nbn® Special Access Undertaking (SAU)?On 17 October 2023, the Australian Competition and Consumer Commission (ACCC) accepted NBN Co’s proposed variation to its Special Access Undertaking (SAU). The SAU is an agreement that governs key parts of the nbn® including regulatory matters, price and non-price terms on which NBN Co supplies services to retail internet service providers like us. The SAU sets the rules for how broadband providers (yes, us again) will access the nbn® over the coming decades. The recent variation accepted on 17 October will apply until 2040. As internet usage and market conditions changed, NBN Co and the ACCC went through a two-year consultation process which has resulted in wholesale price changes across a number of nbn® plans.

You can learn more about nbn’s SAU here.