With Coronavirus dominating our newsfeeds and the world’s stage, Western Australians are preparing to work or study from home. The demand for reliable, superfast internet is rapidly on the rise, and we’re ready for the challenge.

At Pentanet, we’re committed to and passionate about helping people stay connected - not only with colleagues and work, but also with friends and family around the globe.

Our number one priority is the health and wellbeing of our customers, your families, and our team here in Perth.

Read on to find out more about how Pentanet is adapting to support you to stay happy, healthy and connected!

We’re right here with you.

You may have heard the news about overseas call centres going into lockdown, so first up - please know that we’re right here with you.

Team Pentanet are ready for whatever the next few months brings. We have made the necessary changes at our HQ, and our disaster recovery and remote working plans are complete and ready for the challenge, in case we need to mobilise our operations.

  • We’ll keep going with fixed wireless installations in line with our strict Site Visitation Policy .
  • Our Balcatta office is open for hardware collection with extra hygiene practices for your protection and ours.

The above may change at any moment in line with the guidance of the Australian Health Department . If it does, we promise we’ll let you know as soon as we can.

We’re happy to chat.

No matter where we’re working from, Team Pentanet is available as usual on phone, email and website live chat.

As people start using their home internet more than normal (and more people want to join our network - fast!), it’s possible that we’ll experience a surge in enquiries over the next few weeks.

Please be patient with our team, let’s work together to help each other out during this time!

Phone (08) 9466 2670
Monday to Friday: 8:30am - 6pm
Saturday & Sunday: Live Chat & Email only

Live Chat & Email
Monday to Friday: 8:30am - 9.30pm
Saturday & Sunday: 9am - 9pm

We’re open to changing it up.

When the way you use the internet changes, you might need to change your plan to suit too. That’s ok with us, we’ll help you make it happen.

Need more speed?
To upgrade or downgrade your speed tier, please reach out to our support team. There's no fee to change your plan on fixed wireless, but a small cost will apply to make changes on NBN and LBN plans.

Need more data?
Add a data pack through our Customer Portal or request one on email or live chat. Handy hint: all our plans have unlimited data between 12am - 8am, so you may like to schedule updates/downloads for this time!

Need even more speed to work from home?
You might want to check out PentaMAX for symmetrical speeds .

Spending more time at home means you’ll probably use more data for uploads and downloads. Here’s a guide for how much data normal activities use:

  • Emails - 500KB per email
  • Photos/Documents - 850KB per image
  • Streaming Video - 300MB to 7GB per hour
  • Streaming Audio - 25 to 150MB per hour
  • Internet browsing - 10 to 50MB per hour
  • Online gaming - 100MB to 1GB per hour

Check out our blog: How Much Data Does My Streaming Use? and keep an eye on your data usage in your Customer Portal!

We understand times might be tough.

When circumstances change, we’re here to help. Pentanet is a small, privately-owned business and we’re all human, so we welcome a chat if you need to discuss a change to your payment schedule.

Our Billing & Accounts team are around during business hours to help with any enquiries. If you've engaged a financial counsellor, please submit this form ASAP so we can chat to them on your behalf.

Please also take a moment to review our Financial Hardship Policy and check out the National Debt Helpline - a valuable resource for all Australians.

Whatever is ahead, we will work with you to help you respond to financial difficulty, whether temporary or long term.

Here are some of the changes we’re making to help. We only ask that you get in touch with us so we know where you’re at:

  • Late payment fees have been restructured to give you more time to settle your account.
  • We won’t be charging interest on late payments during this time.
  • Service restrictions (shaping/slowed speeds) will not be applied providing we have heard from you within 3 days of your account being due.
  • Business NBN customers affected by COVID-19 may be eligible to pause their service indefinitely. Please contact us to discuss your individual circumstances.

We’re in this together.

At the end of the day, we’re here for you. If there’s anything we can do to help you during this time, please just ask. You’re not just a number to us, and our whole team is doing our best to support you (and each other) as one big family.

We’ll continue sharing news, information and fun stuff on our social media too, so please jump on board to keep up to date:

Facebook
Twitter
Instagram
LinkedIn

From all of us here at Pentanet,