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Tag: nbn

Not all nbn providers are created equal

nbn

Posted on November 4, 2019

4 min read

As the National Broadband Network makes its way into your area, we understand picking the best provider can be difficult. Many providers offer different prices for speed and bandwidth each month, but not all providers are made equally. Here is why.

It starts at home

Connecting to the nbn is about more than just plugging in and getting online. In 2019, connectivity is more involved thanks to the number of devices connecting over Wi-Fi in the home.

From our research, we’ve found one in three broadband customers in Australia experience sub-optimal Wi-Fi performance. At the same time, the number of connected devices in the home continues to increase as tablets, gaming consoles, smart TVs and other accessories penetrate the home market (currently 7.8 per customer).

We know how important getting strong Wi-Fi around the house can be, which is why we continue to improve our Smart Modem Gen 2, with its strong Wi-Fi capabilities and mobile backup for more reliable connectivity.

The new Telstra Smart Modem Gen 2 makes it easier for you to get connected. Get online within minutes at home when you walk out of our stores with a device or receive a Self-Install Kit in the mail.

Thanks to its built-in mobile backup, you’ll get online sooner and have the peace of mind of a backup connection in the event of a disruption on your nbn service (nbn is fallible; 6% of nbn customers experience more than five minutes of service disruption per day). It’s also easier for our field technicians to diagnose your network if there’s a glitch and for households to keep track of what devices are connected, and how much data you’re using.

The Telstra Smart Modem Gen 2 also makes sure you’re getting the best of the service you’re paying for. If you ever have any issues with your home broadband experience, our field technicians have one-click access to vital stats on the health of your home network making it faster for our experts to get you back online. Over the past three months, we have tracked nbn migrations and had over 60% less home callouts for support from customers using the Telstra Smart Modem.

Overall, this means less effort for customers and:

  • 50% less support calls
  • 55% less level 0 and level 1 TIO complaints
  • 62% less truck rolls out to a customers’ home

Using the Telstra Home Dashboard App, customers can also map the Wi-Fi in their home, view connected devices and also run a speed test to determine both the speed and quality of the Wi-Fi network in their home.

The Telstra Smart Modem Gen 2 is the first modem device in the world to introduce EasyMesh™ technology for better Wi-Fi connectivity in the home. EasyMesh™ allows you to easily network a series of access points together in the home to extend your Wi-Fi quickly and easily to every corner of your home.

This whole of home Wi-Fi with EasyMesh™ technology could not have happened without a collaborative effort between our Telstra Engineering teams and strategic modem partners, Arcadyan and Technicolor, as well as our chipset vendors to ensure we delivered a world-class and award-winning offering to our customers.

We’re not the only ones who love our modem offering: the global Broadband World Forum recently awarded us with the Best Home WiFi Solution as well as a highly commended award for Best Fixed Access Solution awards for our work on the new Telstra Smart Modem Gen 2. We think you’ll love it too for its ease of use and sheer performance.

And we’re not bluffing, either. We’re here to put our money where our mouth is. With our nbn satisfaction guarantee, our promise to you is if you’re not happy within 30 days of connecting your nbn services, let us know and you can cancel without paying early termination charges and we’ll refund your first monthly plan fee and any hardware repayment costs.

A chance to get nbn pricing right for all

Network nbn

Posted on July 30, 2019

4 min read

As we head into what many believe to be the start of a connectivity-driven fourth industrial revolution, one could argue there’s never been a more important time for the telecommunications industry globally. The success of our telecommunications networks in Australia over the next decade will significantly influence the success of our economy and our nation.

We have all become incredibly dependent on our devices and networks. Telecommunications is fast becoming the single most important infrastructure in the country.

That is why it’s so important we have the right national policy and regulatory framework in place for Australia’s telecommunications networks. Making sure we have nbn wholesale pricing that is sustainable for the industry, drives take up and is affordable for consumers and businesses is a key part of this.

A recent study of global wholesale broadband networks shows that Australia’s nbn prices are amongst the highest in the world. The study, conducted by Link Economics and commissioned by Telstra as part of our submission lodged today to the NBN Price Review, found that Australia has the second most expensive wholesale broadband pricing in the world for 50Mbit and 100Mbit services.

The NBN Price Review comes at a time when the industry is starting to move its thinking from the build phase to the more business as usual operation of the network. As we do we should be working toward an outcome that better meets the Commonwealth’s nbn Statement of Expectations of improved accessibility and affordability of broadband.

Under the current nbn pricing these objectives, along with the overall sustainability of the industry, are increasingly at risk. Wholesale broadband prices have more than doubled under the nbn and are set to go even higher. The consequence of this is that it is unprofitable for retail service providers to resell nbn at the current retail prices.

An industry where wholesale prices result in zero margins for the downstream retail providers is unsustainable. It will result in higher retail prices, reduced competition and retail providers looking for ways to bypass the nbn altogether – which is bad for customers and bad for the industry. This ultimately means fewer customers will connect to the nbn and an increasing number of customers will switch away – undermining the potential social and economic benefits the investment in the network was designed to deliver.

To avoid these outcomes we are recommending some fundamental changes to the nbn pricing framework:

  1. Removal of the separate volume-based pricing charge (CVC).
  2. Simpler single-point pricing for the standard nbn speed tiers (50/20 and 100/40) with prices reduced by around $20.
  3. Lowering of the price for superfast services (250 Mbit and up) to under $100.
  4. Introduction of a $10 per month voice-only service.
  5. Introduction of a wholesale price discount for targeted vulnerable and low-income customers in need.

Under the current pricing, the predicted growth in data use of Australian homes and businesses will significantly increase the effective per customer price over the next three years. By the end of the nbn migration period, we expect the effective wholesale price for 50Mbit bundles to be $52-$55, and the effective price for 100Mbit bundles to reach $73-$75. At those prices, once you add sustainable margins, the risk is that retail prices will increase to a point they become unaffordable for some customers.

A $20 per month reduction of the standard plans so the all-inclusive wholesale price is $35 for a 50/20 plan and $50 for a 100/40 plan would bring nbn’s pricing closer to international benchmarks, and provide greater incentives for retail providers to compete in and grow the market for fixed broadband in Australia.

The lowering of prices of superfast services (e.g. 250Mbit, 500Mbit and 1Gbit) to under $100 would make buying these services more realistic for consumers that need the higher speeds, and enable retailers to more effectively market and communicate the benefits of these higher speed services to mass-market consumers.

We’re also calling for a voice-only product at $10 per month, replacing the existing 12/1 entry-level plan. We will also look to work with nbn co and consumer groups to establish a targeted discounted broadband offer. Our customers are telling us that this is what they need and it would particularly address the needs of vulnerable and low-income customers, including aged pensioners.

Collectively, we believe these changes will optimise the social and economic returns of the investment in the nbn, benefit broadband customers through keeping the prices affordable, and address the challenges facing the industry as we transition to the longer-term operation of the nbn.

Tags: nbn,

A smarter Wi-Fi Booster to make your home Wi-Fi stretch further

Devices

Posted on May 7, 2019

4 min read

We’ve just launched our new Telstra Smart Wi-Fi™ Booster Gen 2, a wireless Booster that makes it easier to expand your home or office Wi-Fi network. This new, smarter Booster is built to connect seamlessly with our latest Telstra Smart Modem™ Gen 2, to help you get online faster.

We know that some of our customers – especially those living in larger homes with lots of rooms to cover, or in an apartment block with digitally ‘noisy’ neighbours – might need a little Wi-Fi boost. If you’d like your home or office Wi-Fi network to stretch its legs a little further, or if you need help reducing or resolving black spots, we have a whole of home Wi-Fi solution that’s simpler than ever.

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 use a new wireless technology standard that’s scalable, more efficient and more suited to houses of all sizes – it’s called Wi-Fi EasyMesh™.

Over 450,000 of you already have our improved Telstra Smart Modem Gen 2 in your homes; with its built-in 4G mobile network backup, it’s a device we’re very proud of. Like our new Booster, the Smart Modem Gen 2 is Wi-Fi EasyMesh certified and will connect to the Booster with a simple two-button setup process. You can have up to 4 Boosters per broadband, so you can add extra Boosters to scale your coverage, and all will appear as a single Wi-Fi network name throughout your home or office.

We’re proud to be the first telco ISP in the world to offer to our customers EasyMesh technology in both our Telstra Smart Modem and the new Telstra Smart Wi-Fi Booster Gen 2. Where you’d previously have to plug one Wi-Fi Booster into your modem and connect it wirelessly to another Booster to extend your Wi-Fi range, in most cases customers will only need a minimum of one Smart Wi-Fi Booster Gen 2 to do the same job. It’s a simpler and less cluttered solution.

We know that Wi-Fi can sometimes be challenging and frustrating due to factors outside your control – the materials your home is built from, the distance between your Wi-Fi router and your bedroom, or interference from other devices or your neighbours’ wireless signals. As part of our T22 strategy to simplify our products and services, we’re continuing to focus on making things easier for you, so you can enjoy the best connectivity without unnecessary hassle.

The Telstra Smart Modem Gen 2 and Telstra Smart Wi-Fi Booster Gen 2 are now available for all Telstra Broadband customers. If you already have a Telstra Smart Modem Gen 2, a software upgrade will be sent remotely to your modem so you can take full advantage of the benefits of the Telstra Smart Wi-Fi Booster Gen 2.

The Telstra Smart Wi-Fi™ Booster Gen 2 is available online or in store from today for $192 outright, or $8 per month for 24 months per Booster when you maintain an Internet plan with us. Minimum cost is $192 + your plan charges.  More information on the Telstra Smart Modem 2.0 and the Telstra Smart Wi-Fi Booster Gen 2 is available on our Smart Wi-Fi website.


Things you need to know:

Telstra Smart Modem™ Gen 2: Mobile backup is available to premises in 4G coverage areas. Check coverage at telstra.com/coverage. Eligible broadband service required. Your mobile backup connection is limited to speeds of up to 6Mbps for downloads and 1Mbps for uploads. Actual speeds will vary due to local conditions and content accessed.

Telstra Smart Wi-Fi™ Booster Gen 2: Telstra internet service and Telstra modem required. Recommended for use with Telstra Smart Modem Gen 2.  Maximum of 4 devices per broadband account. Delivery fee may apply. Hardware Repayment Option (HRO): Only customers with an existing fixed service are eligible. Maximum 5 HROs per customer at any one time. If you cancel an HRO early or cancel your existing fixed service(s), your HRO will also terminate and you will be required to pay out the remainder of your HRO.

Tags: nbn, Wi-Fi,

Netflix Speed Index – We’ve ranked #1 for 12 months straight

Telstra News Entertainment

Posted on February 12, 2019

2 min read

The January 2019 Netflix Speed Index for Australia is out and for 12 months straight (February 2018 to January 2019), Telstra has ranked #1.

With consumers streaming more content than ever before, Telstra has been working to make sure our customers are able to get the best possible experience when watching video from a range of content services including Netflix.

Today the January 2019 Netflix Speed Index was released with Telstra ranked #1 on the leader board for the 12th month in a row from February 2018 to January 2019.

The Netflix results reflect Telstra customers enjoying the fastest speeds available in Australia, combined with access to Australia’s most extensive and sophisticated caching capacity in the region. The function of ‘caching’ is to store copies of Netflix content to enable streaming from a location closer to consumers.

We’re pleased that the January 2019 Netflix result reflects the real-world difference that Telstra customers can experience from our ongoing network leadership and our efforts to deliver a better streaming experience. This result follows on from Ookla’s naming of Telstra as the fastest fixed network in the 2018 Speedtest® Awards by Ookla®.  

Delivering the very best for our customers is about more than just download speeds.  Telstra’s innovative products and devices, including our Smart Modem, Smart Wi-Fi Booster and Telstra TV, all help ensure our customers can enjoy the best streaming experience. This #1 ranking reflects the investments we have made to deliver the streaming experiences our customers expect.

 

The new Telstra Smart Modem: 5 ways we’re getting smarter for our customers

Devices

Posted on October 30, 2018

4 min read

When you sign up to a home broadband plan with us, we want to make sure you have the smoothest possible experience – whether it’s switching over to the nbn™ network, moving home or setting up an entirely new fixed connection. That’s why we’ve launched the new Telstra Smart Modem Gen 2 that includes voice backup for phone calls, alongside mobile data backup, making it easier to get connected when NBN is not yet available.

  1. No wait for an nbn connection!

    The new Telstra Smart Modem Gen 2 makes it easier for you to get connected. Get online within minutes at home when you walk out of our stores with a device or receive a Self-Install Kit in the mail. Thanks to built-in 4G mobile backup it means that you’ll get online sooner and have the peace of mind of a backup connection in the event of a disruption on your nbn service. It’s also easier for our field technicians to diagnose your network if there’s a glitch and for households to keep track of what devices are connected, and how much data you’re using.

  2. Backup for your home phone voice calls

    Australians that are connected to the nbn network now must connect their home phone through their modem, rather than into a separate wall socket as their voice is delivered over the broadband connection. With over two million Australians now connected to the nbn network, backing up their services via a mobile service is more important than ever for fixed and voice connectivity. Our new Telstra Smart Modem Gen 2, is all about peace of mind – and to that end, it lets our nbn customers continue to make voice calls over their fixed line home phones during broadband disruptions, using our 4G network – a first for any provider on the nbn.

  3. Mobile network backup for more reliable internet

    When you sign up for a new broadband connection, reliability should be something you expect – not just hope for. That’s why every Telstra Smart Modem includes mobile network backup, giving you an automatic secondary connection using our mobile network in the case of any broadband disruption, without any extra effort needed from you. Your Telstra Smart Modem will connect as soon as you’ve set up your device at home, even while you’re waiting for an nbn connection to your home or business to be activated. Our internal testing has also shown a 10% improvement in Wi-Fi coverage compared to previous versions of the Telstra Smart Modem.

  4. It looks good in your living room, too

    We’ve talked to our customers to better understand where they use their Telstra Smart Modems, and we’ve redesigned our latest model to make it sleeker and more modern. With a thicker base it’s also more functional as well as stylish, with a design that looks more at home in the centre of your living space. Our living and dining rooms are usually in the centre of our homes, and the improved Telstra Smart Modem Gen 2 will fit in unobtrusively, to maximise your Wi-Fi coverage and quality.

  5. Wi-Fi tools help us diagnose your network faster

    If you ever have any issues with your home broadband experience, our field technicians have one-click access to vital stats on the health of your home network. Our Telstra Smart Modem constantly measures broadband speed and wireless network performance, and reports back to our secure Operational Support System – making it faster for our experts to get you back online. Over the past three months we have tracked nbn migrations, and had over 60% less home call outs for support from customers using the Telstra Smart Modem.

    Using the Telstra Home Dashboard App, customers can also map the Wi-Fi in their home, view connected devices and also run a speed test to determine both the speed and quality of the Wi-Fi network in their home.

The revamped Telstra Smart Modem Gen 2 is just another way we are supporting a stronger, smarter, safer network. It delivers benefits that directly contribute towards our T22 productivity initiatives, with 50% less calls and complaints from customers using the Telstra Smart Modem 1.0. And we’ll continue to make it smarter for you, with more features to come in the New Year.

Things you should know

The Telstra Smart Modem Gen 2.0 requires 4G coverage. Voice backup is only available to nbn network customers. Internet backup speeds are limited to 6/1Mbps and will vary with location and content accessed.