What You Need To Know – Information About Linear G Services
We hope the information below will assist you with the use of our services.
Managing Your Spend
Usage notifications:
If you are a residential customer, we will help you control your spend by providing you with notifications via email when you reach 50%, 85% and 100% of your call/SMS value and/or data allowance that is included in your mobile plan or in your broadband plan.
Usage notifications do not occur in real time but with a delay of up to 48 hours after you actually reached the respective thresholds.
Usage notifications also do not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services
Other ways of managing your spend:
There may be other ways of keeping your spend on track, such as barring more expensive numbers, choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you have used up your included data allowance) or monitoring your spend online through our website. Please contact us for more information.
Estimate your data usage:
The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used (3G, 4G) and other factors. The information below is based on averages and provides estimates only.
| Column 1 | Column 2 |
|---|---|
| Email text only | 30 – 50 KB |
| Email with attachment, i.e. document or photo | 350 KB – 4 MB |
| Website viewing | 1 MB |
| Streaming video/minute | 7 MB (3G), 30 MB (4G) |
| Streaming music/minute | 1 MB |
| Downloading a song | 6 MB |
| Downloading an app | 30 – 100 MB |
| Uploading a photo | 4 MB |
| Making a video call with an app/minute | 8 MB (3G), 24 MB (4G) |
Your Network
Your service is provided using the Optus Network for Go Wireless Internet services and either the Telsta network or the Linear G DSLAMs in Goonellabah and Lismore exchanges combined with Telstra infrastructure for DSL services. Please contact us for more information.
We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.
Paying US
Your bill:
We will bill you in advance for telephone and DSL services and your bill will be either emailed or posted to you depending on your preference. By default Linear G will always email invoices to you.
You can pay your bill free of charge via direct debit. Some methods, such as American Express, may incur a 2% surcharge.
Financial hardship:
Our financial hardship policy is available here.
Hardware and Warranties
Where we supply hardware, e.g. a modem, router, mobile phone etc., you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.
Dealing with Us
If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, please use this form.
Feedback and Complaints
We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available here.