Standard Form of Agreement – Section B: Mobile

A mobile Service consists of mobile voice, SMS, MMS and data services supplied over the Telstra Wholesale Mobile Network, which we acquire as a wholesale input.

Lightning IP uses the Telstra Wholesale Mobile Network. You can learn more about it at www.telstrawholesale.com.au/mobile-network.

We do not own or operate the mobile network, and we do not control its coverage, capacity, technology roadmap or the timing of its upgrades. Our obligations to you, and the limits of what we can commit to, are described in the Our network and our Suppliers section of Section C.

The network technologies available to your Service (for example 4G or 5G) depend on your plan, your device, and what is available at your location. Your Critical Information Summary sets out what your plan includes, and the network technologies it can use.

Our 4G Backup Service is a separate product and does not run on this network — see the 4G Backup Service terms in Section B.

Mobile coverage information, including coverage maps, is a prediction based on modelling. It is not a guarantee that you will get service at a particular place or time.

In particular:

(a) indoor coverage is often weaker than outdoor coverage at the same location, and is affected by building materials, insulation and window coatings; (b) the number of signal bars shown on a handset is only a rough indication — different manufacturers calculate bars differently, and the number of bars does not reliably predict the performance you will get; (c) data services generally need a stronger signal than voice calls; (d) performance varies with your distance from the serving cell, how many people are using that cell, local terrain and obstructions, and the time of day; and (e) the presence of a 5G indicator on your handset does not mean the device is actively transferring data using 5G — actual performance depends on radio conditions and network availability.

Our Coverage and Service Availability Disclosure (Section D) explains this further, and tells you what we will ask you to check before we escalate a coverage complaint.

To use a mobile Service you need a SIM card or an eSIM profile that we provide. A SIM card or eSIM profile remains our property (or our Supplier's), is licensed to you for use with your Service only, and must be returned or deactivated when your Service ends.

We will activate your Service after your order is accepted and, where you are transferring an existing number, after the port completes. Activation is usually completed within a short time of your request, but activation and provisioning depend on our Supplier's systems and can be delayed.

You must keep your SIM, eSIM and any associated PIN or PUK codes secure, and tell us immediately if your SIM or device is lost or stolen — see If your SIM or device is lost or stolen.

If your device is locked to another provider, or does not support the network technologies or bands your plan uses, your Service may not work. See Using your own device.

Mobile Services are supplied on a bring-your-own-device basis unless your Critical Information Summary says otherwise. You are responsible for your device, its software and its configuration.

Whether a particular feature works depends on your device and its software as well as on the network. Features that commonly depend on the device include:

(a) Voice over LTE (VoLTE) — voice calls carried over the 4G network; (b) Wi-Fi Calling — calls made over a Wi-Fi connection, which may improve indoor coverage where it is supported; (c) SMS and MMS behaviour over 4G and Wi-Fi; (d) 5G access; and (e) international roaming.

We do not warrant that your device will support these features, and a device that is not sold for the Australian market, or that has non-standard firmware, may not work correctly on the network. Faults caused by your device, its configuration or third-party applications installed on it are not faults in your Service — see What we are not responsible for in Section A.

Your plan's inclusions — for example included data, calls and SMS — are set out in your Critical Information Summary. Inclusions are for use in Australia unless stated otherwise, are for your own use, and cannot be resold, shared commercially, or used for a purpose this Agreement prohibits.

Unless your Critical Information Summary or the Data banking clause says otherwise, unused inclusions do not carry over when a billing period ends, and are forfeited if your Service is cancelled.

For the purpose of measuring usage, 1,000 MB equals 1 GB. Data usage is measured in both directions and is rounded in the manner described in your Critical Information Summary.

If your plan includes data banking, unused included data from a billing period accumulates in a data bank, up to the maximum bank size for your plan set out in your Critical Information Summary.

Where data banking applies:

(a) in any billing period, your included monthly data is used first; (b) once your included monthly data is exhausted, usage draws from your available banked data; and (c) banked data accumulates only up to your plan's maximum bank size — once the cap is reached, further unused data does not accumulate.

If you change plans, what happens to your banked data depends on which way you move:

(d) moving to a plan with the same or a higher included data allowance — your banked data is retained, subject to the new plan's maximum bank size; and (e) moving to a plan with a lower included data allowance — your banked data balance is cleared, and banking begins again under the rules of the new plan.

We will tell you what will happen to your banked data before we action a plan change, so you can decide whether to use it first. If the way banked data is handled changes, we will tell you in accordance with the Changes we may make to this Agreement clause in Section A.

Banked data has no monetary value, is not transferable, cannot be redeemed for cash or credit, and is forfeited when your Service ends.

If your plan includes automatic top-ups, then once both your included monthly data and any available banked data are exhausted, we may automatically apply a data top-up to keep your Service working, at the price set out in your Critical Information Summary.

Where automatic top-ups apply:

(a) an automatic top-up is only applied after your included data and banked data are exhausted; (b) automatic top-ups apply up to a maximum number of times in a billing period, which is three unless your Critical Information Summary says otherwise; and (c) after that limit is reached, any further data must be requested by you.

We will notify you when an automatic top-up is applied. You can ask us to turn automatic top-ups off, in which case your data Service will stop working (or be slowed, depending on your plan) once your data is exhausted until the next billing period or until you buy more data.

We may offer optional add-ons that can be attached to a mobile plan, including data packs, international calling packs, and travel packs for use overseas. The price, inclusions and validity period of each add-on are set out in your Critical Information Summary or on our website at the time you buy it.

Add-ons do not renew automatically. When an add-on reaches the end of its validity period it simply expires, and if you want another one you buy it again. We will not charge you for a renewal you did not ask for.

This matters most for travel packs. If you are overseas and your travel pack expires, it will not renew itself — so the inclusions stop, and continuing to use the Service may attract standard international roaming rates or your Service may stop working, depending on your plan and settings. Before you travel, and again if you extend a trip, check what your pack includes and when it expires, and buy another one if you need it.

Unused inclusions in an add-on expire at the end of its validity period and are not refundable, except where the law requires otherwise.

Calls and messages from Australia to international destinations are charged at the rates in our price list, based on the destination and (for calls) the duration. Some plans include an international calling allowance or require an international calling add-on before international calls can be made.

The destinations we can call, and the rates that apply, depend on arrangements between our Supplier and overseas carriers, and can change. We will publish current rates at lightningip.com.au and give you notice of a change in accordance with the Changes we may make to this Agreement clause in Section A. A change to a rate set by an overseas carrier and passed through to us may take effect at short notice; where that happens we will publish the change as soon as we can.

Calls to some international numbers, premium-rate numbers and satellite services may be barred by default, or may be charged at high rates. You can ask us to bar categories of outbound calls on your Service.

International roaming lets you use your mobile Service on an overseas network. Roaming is not enabled by default — you must ask us to enable it, or activate a travel pack.

When you roam:

(a) the overseas network operator, not us, determines what services are available, what network technologies you can use, and the quality you receive — some features, including Wi-Fi Calling, VoLTE, MMS and certain data services, may not work; (b) charges are set out in your travel pack or our price list, and may include charges for receiving calls as well as making them; (c) roaming usage is reported to us by overseas carriers after a delay, sometimes weeks later, so roaming Charges may appear on a later bill than the one covering your travel dates, and usage tools may not show them in real time; and (d) calls to Australian emergency numbers behave differently overseas — you should find out the local emergency number for the country you are visiting.

Before you travel, check whether your destination is supported, what a travel pack includes, whether your device is compatible, and what charges apply if you use the Service outside a travel pack. We will send you information about roaming charges when we detect your Service roaming, where our Supplier's systems allow it.

If your SIM, eSIM device or handset is lost or stolen, or you believe your Service is being used without your authority, contact us immediately on 1300 994 884 and we will bar the Service as soon as reasonably practicable.

You are responsible for Charges incurred on your Service before you report it, but not for unauthorised use after the time you report it — see You are responsible for use of your Service in Section A.

While a Service is barred, recurring Charges continue unless we agree otherwise. We can issue a replacement SIM and keep your existing number; a Charge may apply as set out in our price list. If you recover the device, contact us to have the bar lifted.

Our Supplier places restrictions on how the mobile Service may be used, and we are required to pass them on to you.

The underlying principle is straightforward: an individual user must not use the Service in a way that causes detriment to the greater network. There is no long list of prohibited activities. If a Service is causing a problem for the network, Telstra raises it with us through our wholesaler and we work through it together — which is why our first step will almost always be to contact you and discuss it.

Two specific restrictions do apply, and these we cannot waive:

(a) Machine-to-machine (M2M) use. You must not use a mobile Service for M2M or Internet of Things applications — for example telemetry, remote monitoring, alarm or lift lines, EFTPOS or vending terminals, digital signage, fleet or asset tracking, or embedded SIMs in equipment. We do not offer an M2M product.

(b) Use as a back-up internet connection. You must not use a mobile Service as a back-up, failover or redundancy connection for another internet service. If that is what you need, we have a product built for it — our 4G Backup Service, which runs on a different network precisely because this one may not be used that way. See the 4G Backup Service terms in Section B, and talk to us rather than repurposing a mobile plan.

If a mobile Service is used in either of these ways, our Supplier may require us to bar or disconnect it, and we may have to do so — in some cases at short notice, because the requirement comes from above us. Where we can, we will contact you first and give you a reasonable opportunity to change how the Service is used.

Other restrictions on how Services may be used are set out in our Acceptable Use Policy (Section D).

Mobile network capacity is a shared resource. Your plan's inclusions are provided on the basis of ordinary personal or business use of the kind the plan is designed for.

If your use of a mobile Service is excessive or unreasonable, and materially degrades the Service of other users or is inconsistent with the purpose of your plan — for example, sustained use as a fixed-line substitute for high-volume traffic, use in a way that resells capacity, or use of the kind restricted under Uses that are not permitted on a mobile Service — we may manage your Service by slowing it, restricting a feature, or asking you to move to a more suitable plan.

Except where immediate action is required by our Supplier, by law, or to protect the network, we will contact you first, explain what we have observed, and give you a reasonable opportunity to change how the Service is used before we take action. Our Acceptable Use Policy (Section D) sets out how we approach fair use across all Services.

You can generally transfer (port) your existing mobile number to us, in accordance with the Telecommunications Numbering Plan 2025 and the Mobile Number Portability Code (C570:2024).

When you ask us to port a number:

(a) you authorise us to arrange the transfer on your behalf, and to exchange the information necessary to do so with your current provider — see our Privacy Policy (Section D); (b) the number must still be active with your current provider, and the account details you give us must match the details that provider holds — mismatched details are the most common reason a port fails; (c) we may need additional identity information, such as your date of birth or account number, and a one-time PIN may be required for verification; (d) simple ports usually complete within a few hours during standard porting hours, but complex or business ports can take longer, and we cannot guarantee a completion time; and (e) a port may be rejected — for example, where the number is not portable, has already been cancelled, another port is already in progress, or the information does not match. If a port is rejected we will tell you why and, where we can, correct the information and try again.

Only the number transfers. Services and features you have with your current provider — voicemail messages, add-ons, and any value-added services — do not transfer, and porting may finalise your account with that provider. You may still owe that provider money, including early termination charges. You can withdraw a port request until the port cutover notification is received.

There may be a short interruption to your service during a port, and we are not responsible for a period of outage caused by the porting process itself or by the other provider.

If you want to take your mobile number to another provider, contact that provider and they will arrange the port. You do not need our permission.

When a number is ported away:

(a) the Service associated with that number ends when the port completes; (b) you remain responsible for Charges incurred up to that time, and for any early termination Charge that applies under the Ending your Agreement (by you) clause in Section A; and (c) any add-ons, banked data or unused inclusions attached to the Service are forfeited.

Porting a number away does not, by itself, cancel other Services you hold with us. If you want to cancel other Services, tell us.