Vividwireless phase-out

Important information

To continue using your broadband service we will be transferring your service to our parent company Optus Mobile Pty Ltd. Services will be transferred from April 2019 unless you opt out. We will keep you informed throughout the process, so please look out for reminders from us.

What's happening and why?

In 2012, Optus purchased the Vividwireless business and in recent years, this service has been delivered through the Optus 4G Plus network. We have now decided to close the Vividwireless business and Vividwireless will cease to provide services from the end of April 2019 and all wireless home internet will continue to be provided on the Optus 4G Plus network by Optus under the Optus brand.

What are my options?

Option 1 - If you want to continue with your internet service, you don't need to do anything as your service will automatically transfer to Optus. Transfers will begin in April 2019 and we will keep you informed via email when your service will be transferred and when your transfer is complete. We don't want you to miss any of these important communications so please check the email address associated with your account is correct.

To make the process as simple as possible, you will continue using your existing modem and will receive the same data allowance from Optus, at the same price you are currently paying with us. You can find a copy of your service's new Critical Information Summary by visiting your Vividwireless My Account. The service will be provided under the terms of your new Critical Information Summary and an amended version of the Subscription Terms and Conditions. The main changes are as follows:

(a) The new Subscription terms and conditions will incorporate the Optus Fair Go Policy, Privacy Policy, Complaint Handling Policy and Financial Hardship Policy.

(b) As the Vividwireless plans will not be available after migration, if you wish to change your plan after the move, you can move to any of the plans Optus currently has available. If you do so, the Subscription Terms and Conditions will no longer apply and instead your service will be provided under the Optus Standard Form of Agreement.

(c) When you move you will be on a month to month contract even if you were previously on a fixed term agreement which has not yet expired (which means you can change plans or cancel the service at any time).

(d) If you wish to continue to pay via direct debit, you will need to provide your direct debit details to Optus via Optus MyAccount after your service is transferred. When you move to Optus you can also pay in other ways such as Online through Optus My Account, BPAY, by phone, or in-person through any Australia Post Office (charges may apply for certain payment options). Details can be found on your Optus bill.

(e) With Vividwireless, your service would be automatically suspended if you didn't pay your bill. With Optus if you do not pay your bill by the due date, you will be charged a late payment fee of $15 (no GST is payable) but your service will not be automatically suspended, and you may continue to incur charges and be managed through Optus' credit management process.

(f) An IP address is a unique string of numbers used to identify your computer when you use the Internet. A small number of customers may notice some differences as Vividwireless assigns IP addresses from a public range, whereas Optus assigns IP addresses from a private range of addresses. Please refer to the Frequently Asked Questions (FAQs) below for further detail.

When your service is transferred to Optus, you will receive a welcome email with your new Optus MyAccount username to allow you to track your usage, perform top-ups on data-limited plans and pay your Optus bill. Unfortunately, we are unable to transfer across your Direct Debit details, so once you receive your welcome email, please update your Optus MyAccount with your Direct Debit details, or choose any other payment method to continue using your service.

Option 2 - Alternatively, you can cancel your existing service. If you choose this option, please call us on 1300 047 003 Monday to Friday 9am-11pm (AEDT) or on Saturdays, Sundays and Public Holidays from 9am-10pm (AEDT). Unfortunately, Vividwireless is shutting down and so your service with us will end after your March 2019 bill cycle or immediately if you call us to cancel. You will need to source an alternative service and we'll refund you any eligible plan credits that may apply to your account. We will also waive any cancellation fees.

Want to know more?

If you'd like to learn more about these changes, please look through our Frequently Asked Questions (FAQs) below. Alternatively, you can speak to the Vividwireless support team on 1300 047 003 Monday to Friday 9am-11pm (AEDT) or on Saturdays, Sundays and Public holidays from 9am-10pm (AEDT).

Find out more

Frequently Asked Questions

What happens if I choose not to transfer to Optus?

What happens if I decide not to transfer to Optus after the 21st of February?

Why can't I remain on my existing Vividwireless service?

Will I get charged a termination fee when I cancel my service with Vividwireless?

What will happen to my outstanding credits if I choose not to transfer to Optus?

Do I need to return my modem if I choose not to transfer to Optus?

How do I find my Vividwireless bill cycle date?

For customers wanting to migrate to Optus

After I transfer to Optus, will I be able to use my existing modem?

Do I need to change my SIM card?

Will my network change?

If I relocate to another service address after I transfer to Optus, will my service work?

Can I keep the same HWBB plan if I move to a different address?

What happens when I transfer from Vividwireless to Optus?

Why couldn't Vividwireless transfer my Direct Details to Optus?

How do I update my payment details with Optus?

When I transfer to Optus will I still receive a bill from Vividwireless?

What should I do If I still don’t receive a bill from Optus after May?

Will my modem warranty be honoured?

Will my plan stay the same when I transfer to Optus?

How will I know that the transfer to Optus is complete?

Can I upgrade my plan, and what is the process to upgrade my plan?

Can I downgrade my plan, and what is the process to downgrade my plan?

After I transfer to Optus, who do I call for service support?

Can I re-activate my old Vividwireless service after the transfer date has passed?

Will my plan terms and conditions change once I move to Optus?

What happens if I previously opted-out and now decide I want to transfer to Optus?

Will my IP address change?

What should I do if my internet is not working after my service is transferred to Optus?