Internet made easy with the Netgear Orbi 4GX Router with Satellite
By Andrew StormontAugust 5, 2020
Getting great internet shouldn’t be difficult, nor should it take an age to get online. That’s why we’re excited to exclusively carry the new Netgear Orbi 4GX Router with Satellite mesh Wi-Fi system for great mobile broadband internet in the home, office or anywhere you get good coverage on the Telstra mobile network.
Fast connections, delivered even faster
The best part about the Orbi 4GX router is how fast you can get online. Just plug it in, connect and you’re ready to go.
The Orbi is an 802.11ac Wi-Fi modem/router that runs on our mobile network. It can keep up to 30 Wi-Fi devices connected at once, meaning it’s great for your family home, office or smart home.
Because the new Orbi router runs on our awesome 4GX network, in 4GX coverage areas, it will give you access to typical download of 5 to 300Mbps. Actual speeds will, however, vary for reasons like location, distance from base stations, terrain, user numbers, hardware/software configuration, download source and upload destination.
The Orbi provides extended Wi-Fi coverage around the home thanks to the bundled satellite, and includes Wi-Fi 802.11ac for faster high-quality Wi-Fi, ideal for streaming video, and high speed data transfer.
More Wi-Fi in more places
It’s called the Orbi’s “satellite”, and it uses mesh networking to boost the range of the Wi-Fi network around your home. Thanks to the satellite mesh network, you’ll have up to 280-square metres of Wi-Fi coverage.
And you don’t have to worry about switching between different networks, either: the router and satellite work together to create a single Wi-Fi network, to keep it simple.
That means you can move around a home, an office or confidant, with greater access to the speed you need to get things done and stay entertained and informed.
The Orbi supports high-speed data transfer; up to 4K streaming, and also powers great gaming experiences, and with the power of Telstra’s 4GX network.
Easier control over what matters
The Orbi 4GX router with Satellite is a great way to be online if you’re someone who wants set-and-forget connectivity. But if you’re looking to take more control of your home internet, Orbi makes it easy.
Following the quick set-up, your settings can be controlled via the Orbi smartphone app for iPhone, iPad and Android devices. It allows you to see a list of connected devices, control their individual access to the internet, create a network for guests and more.
It even supports commands via Amazon Alexa and Google Assistant to make controlling it even easier.
Netgear also offers a range of safety features compatible with the Orbi 4GX router, including a basic version of the Circle Smart Parenting app. You can also add a subscription, that gives you access to filters, history and access pause functionality for every member of the family. The product comes with a one-month free trial of additional security protection software that defends against online threats.
The Orbi 4GX router is an incredible mobile broadband solution, and we’re thrilled to be bringing it to our customers from today.
4GX: The Telstra Mobile Network offers 4GX in all capital CBDs and selected suburban and regional areas and is progressively rolling out to more places. In other coverage areas around Australia, you’ll automatically switch to our fastest available 4G or 3G. Check coverage at telstra.com/coverage.
Typical download speeds in 4GX areas are 5 -300Mbps with category 16 devices, 5-200Mbps with category 11 devices, 5-150Mbps with category 9 devices, 2-100Mbps with category 6 devices, and 2-75Mbps with category 4 devices. Outside 4GX areas, you will switch to our fastest available 4G or 3G speeds. Speeds vary for reasons like location, distance from base stations, terrain, user numbers, hardware/software configuration, download source and upload destination.
Andrew is the Mobility Executive within Product & Technology at Telstra.
He has over 20 years of telecommunications experience covering Finance, Commercial, Strategy, Sales, Channels, Marketing and Product Development & Product Management.
Andrew has held senior roles in key product portfolios, including mobile, fixed and network applications and services, spanning mass market consumer, small and medium business, and into the large global enterprise and government customer segments.
How we worked with the CSIRO to guarantee whole-of-home Wi-Fi coverage for you
By Bernhard SeverinJuly 22, 2020
We’re on a crusade to make your home internet experience better. From the front door to the back porch, we want to ensure that your home broadband is more reliable than it has ever been before thanks to our Smart Modem and our Smart Wi-Fi Booster. So when developing our new Wi-Fi coverage guarantee, we went straight to the team linked to the invention of Wi-Fi: Australia’s CSIRO. Here’s how we worked with them.
From the lab to the lounge room
Wi-Fi performance is usually tested in a laboratory environment and for a long time, Telstra has been testing the Wi-Fi performance of our modems in our own sophisticated test lab.
This has served us well and has helped us to develop some of the most advanced Wi-Fi solutions available to customers, however it’s a highly technical and sometimes theoretical approach, which attempts to simulate the customer experience and we have increasingly felt that it doesn’t replicate what our customers are doing at home and how they use their Wi-Fi devices while going about their typical home activities. We felt we were missing out.
Whilst we needed to continue the testing in the lab, we decided to also move Wi-Fi performance testing out of the lab and into the home, to be more representative of our customers’ behaviours and also give us the information we needed to develop our whole-of-home coverage guarantee.
In our first attempt at getting closer to the customer, we worked with a third-party to test in a dedicated overseas test house, completing more than 8,000 individual test measurements.
This gave us great insights about our Wi-Fi highlighting some challenges and areas where we could do better. But we still felt the results were too technical, too removed from customers and we decided we needed to test Wi-Fi in Australian conditions, in a typical customer home, in order to truly understand what our customers are going through.
To ensure our Wi-Fi equipment works as well inside the home as it does in the lab, we had to first get a home to test it in. That’s why, right now in Western Sydney and away from any possible interference, we’re rooming with our friends at CSIRO’s Data61 division in a six-bedroom home in which we can make our Wi-Fi promises real for customers.
When you move into a new home, you bring with you all your stuff to make new treasured memories. When we moved into a new home with the CSIRO, we brought trunks and trunks worth of gear. Laptops; tablets, mobile phones; Telstra’s Smart Modem and Smart Wi-Fi Boosters; routers; antennae; other vital measurement gear, and a whole team of experts to use it all. We even brought with us a little robot that had the sole task of roaming the test house 24 hours a day for weeks to measure the Wi-Fi signal in every single corner of the residence to ensure we could guarantee whole-of-home Wi-Fi. And he’s not even the hardest-working member of the team!
For more than six months, our team worked with the CSIRO team to measure and improve the performance of our devices.
We began testing real-life customer scenarios to understand the challenges that our customers face. We tested the impacts of the walls in the house on Wi-Fi strength and how interference from common household items such as microwaves, baby monitors, fridges and other Wi-Fi devices such as mobile phones could stop our customers from using their Wi-Fi the way they want to.
We tested the performance of Wi-Fi across multiple rooms to understand the performance when gaming, for home office setups and when using Wi-Fi devices in outdoor areas such as the garage and other outdoor areas.
Through these tests, we were looking to collect performance metrics like radio signal strength over various distance; down/upload speeds in different rooms using single and multiple devices and a wide range of other important real-world metrics.
It was important to make sure that our Smart Modem and Smart Wi-Fi Boosters work in real homes for real customers and to make sure we have measured this correctly. We had the test certified by the experts who helped build Wi-Fi for the world.
Feeling the heat(map)
The team determined the Wi-Fi quality by performing multiple tests under different scenarios again and again and again as represented in the heatmaps below.
The ultimate goal was to ensure customers could get wall-to-wall Wi-Fi and use all of their devices everywhere in their home the way they wanted to – the heatmaps we created helped us to make sure we delivered on that promise.
When our customers get Telstra’s Smart Modem delivered, they will most likely have to install it in the place NBN Co installed their point of connection, e.g. their phone socket. In our test house, our Smart Modem was connected in the bedroom at the far end of the house and for Wi-Fi to reach the other side it had to go approximately 26 metres and get through a number of walls made from plasterboard, single and double brick which all reduced the Wi-Fi signal.
As you can see from the initial test on the left in the below image, that’s exactly what happened.
Although the modem was able to provide a Wi-Fi signal to the other side of the house, the speed and coverage dropped the further away from the modem we tested.
When we connected the Smart Wi-Fi Booster Gen 2 and extended the Wi-Fi signal by establishing a Wi-Fi mesh network, the coverage went from three bedrooms to six in a matter of minutes, with more than an incredible 100Mbps throughput across the house, as you can see in the below image on the right.
The Telstra Smart Wi-Fi™ Booster Gen 2 is a wireless booster for your Telstra home Wi-Fi network, and it’s one of the first in the world to be certified against a new wireless technology standard that’s scalable, more efficient and more suited to houses of all sizes – it’s called Wi-Fi EasyMesh™.
With a simple two-step setup, the Smart Wi-Fi Booster Gen 2 connects automatically with your Smart Modem Gen 2 to boost your network around the home.
The new add-on gives customers our Smart Wi-Fi Booster (Gen 2) for just $12 per month over 24 months (or you can purchase it for $288 outright). The Smart Wi-Fi Booster (Gen 2) pairs with our Smart Modem to improve a customer’s Wi-Fi speed and coverage.
We’re serious about promising consistent Wi-Fi coverage, from the back porch to the front door and everywhere in-between. That’s why if our customers still don’t have reliable coverage in every room after 30 days, they can cancel their Smart Wi-Fi Booster repayments with no further charges and receive a one-month credit.
We want Australians to understand that not all nbn providers are created equal.
With the industry focused on nbn connectivity, we’re striving to deliver the best experience on that connectivity. When compared to other service providers, only we can guarantee wall-to-wall Wi-Fi coverage.
We’re proud to have worked closely with the CSIRO team linked to the invention of Wi-Fi. Their work changed the world, and to partner closely with them is a scientific thrill. The Data61 team worked with us to build the testing environment, to endorse the overall testing methodology and to develop the test plan, including conducting applied research using wireless technology such as software-defined radio, advanced signal processing, and multi-antenna technologies.
We feel privileged to be able to walk in the shoes of our customers in our Wi-Fi test house and believe we are the only ISP in Australia that has a dedicated Wi-Fi test house.
We are continuing to work with Data61, using the test house for Wi-Fi device testing to further understand the challenges our customers face, including the growing number of connected devices in the home, as well as the increasing expectations of Wi-Fi performance as more and more of us rely on our home networks for work, school and entertainment.
Things you need to know nbn™ network customers only. Maximum 4 boosters per service. If you cancel, any additional boosters provided to you free of charge must be returned within 14 days. $200 non-return fee applies.
Bernhard has been working at Telstra in various product management roles for five years focusing on the development of new and innovative products including Telstra’s Smart Modem, Smart Wi-Fi Booster as well as Telstra’s cloud based Wi- Fi optimisation. In his current role he is leading a team to focus on improving the end-to-end experience of customers using the Smart Modem by solving pain points through human centred design and development of new optimisation of existing features, capabilities and processes. Prior to joining Telstra, Bernhard held a number of product and strategy roles in Europe and Australia across product, networks and hardware portfolios.
We love hearing feedback from our customers – it helps us improve and ensures we’re developing tools and products that you want to use. That’s why we’ve enhanced stability and improved performance in My Telstra, plus our latest monthly update adds new features to help you manage your account with ease.
Track faults and appointments
You can now check the status of any reported fault or service interruption through the Get Help screen. If you have an appointment for an nbn faults technician to come to your home, you can view and reschedule appointments within the app. Just tap on Get Help and then Track my reported faults to get started.
See and manage who has authority on your account
On the Profile screen, you can now view and manage who has authority on your account. You can also re-verify your account contacts, change their authority level and remove outdated contacts.
Personalised Telstra Plus dashboard
A new rewards dashboard puts everything Telstra Plus in one place. Simply go to your Home screen to see your points balance, current member benefits and more.
Even more entertainment and media services available BINGE is Australia’s unturnoffable streaming service, packed with binge-worthy, award-worthy and share-worthy shows ready to go on your favourite devices and it’s now available in the My Telstra app in the Services screen. Plus, now you can explore a range of Telstra News including Entertainment, Business and Devices.
How do I get the My Telstra app?
Simply visit the App Store or Google Play and search for My Telstra.
Existing Telstra 24×7 app users may need to manually upgrade their app by searching My Telstra in their app store, then tapping update.
Jenni is a senior executive with a 20+ year background in digital transformation, marketing and product management, across Telco, Financial Services, Tech and not for profit.
Jenni joined Telstra in August 2018 and is Head of Digital. Her role is to accelerate the impact of Digital to meet customer needs and deliver on Telstra’s T22 strategy and beyond. She is accountable for digital and digital assisted channels including app, web, social and community, search, chat bots and messaging; the digital P&L; the digital intelligence ecosystem; and transforming customer experiences in digital and across channels.
Prior to Telstra, Jenni was one of the execs to establish the well-known market leading digital team at the Commonwealth Bank and take it from a start up to a high performing commercial and customer focused channel in less than four years. Jenni was accountable for digital sales, service and product development, conversational commerce and personalisation capabilities across channels, and digital publishing. She has worked in scale Agile environments for 7+ years and is a highly regarded contemporary leader.
In-app messaging: the fastest way to get in touch with us
By Meg BonightonJune 29, 2020
Did you know on average, we have at least three different messaging apps on our phones? From Facebook Messenger to WhatsApp it’s now one of the preferred ways we communicate. That’s why we’ve rolled out a new way to get in touch with us via messaging in the My Telstra app. It’s now the fastest way to get in touch with us for support when it best suits you.
COVID-19 has fundamentally changed the way we interact with each other. People are calling less and messaging more. Everyone is going online to find answers. That’s why we’re rapidly changing the way you can contact us when you need support.
Messaging in the My Telstra app is a convenient way to get help. Unlike our old Live Chat interactions, the conversation happens on your schedule. Just as you would experience in other messaging apps that you use, you can jump in and out of the MyTelstra messaging conversation as it suits you. And your history is always there so you have a record of the interactions.
Our always-on Messaging service also means no idle time between conversation, no dropouts, and a more personalised experience.
The types of queries we can resolve via Messaging include; billing, service, faults, sales for consumer and small business customers.
In-app messaging is the next step in our digitisation journey. It’s all part of our T22 strategy working towards simplifying our business while offering great service, all supported by Australia’s largest, fastest and smartest next generation network.
Why we love the Oppo Find X2 Neo: premium features for less, only on Telstra
By Luke HopewellJune 17, 2020
Just because a phone is packing Australia’s best 5G, an incredible screen and a pro-shooting camera, that doesn’t mean you have to pay a lot for it. We have the Telco exclusive on the Oppo Find X2 Neo. Here’s why you’ll love it too.
More features, less cash
The best thing by far about the Oppo Find X2 Neo is the bang-for-buck. You will be hard-pressed to find features like this on other phones at the same price!
It has a big 6.5-inch wraparound screen, with an impressive 1080 x 2400 resolution and a smooth 90Hz refresh rate. That adds up to a viewing experience for your games and movies that’s more than easy on the eyes. Similar to its big brother, the Find X2 Pro, it also has a notchless, edge-to-edge screen so nothing gets in the way of your favourite content.
It also has big power for a mid-range device, packing an awesome octa-core processor and a whopping 12GB of RAM. You won’t be wanting for internal storage either, with 256GB onboard. You can fill that storage with incredible photos and ultra-steady video from the quad-camera array.
It’s packing a 48-megapixel camera, plus a 13-megapixel telephoto camera and an 8-megapixel ultrawide camera for those big landscape shots. You’ll also look great in the 32-megapixel wide-angle front-facing camera.
And to keep you going, there’s an integrated 4025mAh battery with VOOC4.0 fast-charging that can top up 50 per cent of the power in approximately 20 minutes.
Luke Hopewell is an editor, tech expert and Senior Specialist Writer at Telstra Exchange. Luke joined Telstra in 2019 where he has had the privilege to help bring stories to life in a unique and human way. He was previously the head of editorial at Twitter Australia and the editor of cult tech site Gizmodo. For over a decade, Luke’s passion for technology has always driven him to seek out the latest gadgets and game-changers, and help others to understand how it all works. In another life he was a cyber security specialist where he sought to educate people about how to stay safe online. When he's not writing, he's getting outdoors and patting all the nice dogs he meets.