Search Results

Share Article:

Facebook Twitter Linkedin Mail

Tag: nbn

Your satisfaction guaranteed on the nbn


Posted on April 11, 2018

2 min read

Our new nbn Satisfaction Guarantee is all about giving customers peace of mind when they sign up with Telstra on the nbn network.

How does the Guarantee work?

The nbn Satisfaction Guarantee is simple – If you’re not happy with your nbn service within 30 days of connecting, let us know and we’ll give you the freedom to leave without penalty as well as refunding your first monthly plan fee and any hardware repayment costs.

While we know the majority of our customers have a smooth transition to the nbn network and are happy with their service, we’re always focused on improving things to make sure our customers enjoy the best experience possible.

A number of recent improvements for our broadband customers have added to our confidence in the reliability of our nbn service.

More for your money

We’ve provided larger data allowances and a higher speed plan for existing customers at no extra cost to make sure our broadband services are keeping up with the changing way Australians are using the internet.

Late last year we gave our broadband customers a major data boost with the introduction of Unlimited data bundles.

We’re also currently in the process of upgrading the speeds of almost a million nbn customers to the Standard Plus Speed tier.

Innovative and reliable in-home Wi-Fi solutions

The type of hardware you have and where it’s placed can make a huge difference to your broadband connection.

More customers than ever will receive the Telstra Smart Modem, which includes mobile backup, to help them get connected faster and stay connected more often.

For customers with larger homes, the Telstra Smart Wi-Fi Booster will provide a strong and reliable Wi-Fi connection to more areas around the home or office that a standard modem’s Wi-Fi signal can’t reach.

Find out more about our nbn Satisfaction Guarantee.

Tags: nbn, networks, Wi-Fi,

Better home Wi-Fi coverage with our new Smart Wi-Fi Booster

Smart Home nbn

Posted on April 9, 2018

3 min read

With the nbn now available to more than six million homes and businesses, the number of connected devices we use continues to grow. Aussies expect to be able to get online anywhere – even in surrounding properties like yards, garages, and bungalows.

The Telstra Smart Wi-Fi Booster has been tailor-made for our customers to help bring a strong and reliable Wi-Fi connection to more areas around the home or office that a standard modem’s Wi-Fi signal can’t reach.

At my house, we’ve always struggled to get a Wi-Fi signal in the front bedroom from the modem set up towards the back of the house. With the Smart Wi-Fi Booster, I’ve now got full coverage in the front room for the first time.

Stronger connections

Using the latest Wi-Fi technology, the Smart Wi-Fi Booster essentially acts like a second modem: if you’re browsing the web or making a call over Wi-Fi while moving around the house, it will automatically switch to the stronger Wi-Fi source.

The seamless transition between boosters is a key advantage over existing Wi-Fi extenders that require you to manually choose which Wi-Fi point you want to connect to or wait for the signal to drop completely before switching over to the extender.

The drop in service is enough to cut a call using Voice over Wi-Fi or Skype, make websites much slower to load and causing videos to buffer. With Telstra Smart Wi-Fi Booster, you can do all of these things with fewer interruptions in more places.

Smart placement

You can also improve your in-home Wi-Fi coverage significantly by knowing where to place a booster.

We’ve found many of our customers naturally want to place a booster at the edge of their Wi-Fi coverage, but in reality, placing it where coverage has just started to drop off but is still relatively strong can provide a much better overall experience.

Easy setup and interconnected devices

As smart home technology grows in popularity, the Telstra Smart Wi-Fi Booster will also help connect smart devices to Wi-Fi that may not have reached before like an outdoor camera or a motion sensor in the garage.

To help make this easier, we’ve updated our free Telstra Home Dashboard app (iOS/Android) which walks you through a few simple steps to find the best areas in your home to set up the booster.

The Smart Wi-Fi Booster comes in a pack of two with:

  1. one booster connected to the modem, and
  2. booster two placed in another area of the house where the Wi-Fi signal starts to drop off.

You can purchase the Telstra Smart Wi-Fi Booster online for $180 outright or $7.50/month over 24 months, and in Telstra Stores nationwide.

Tags: nbn, Wi-Fi,

How does a smart home work? A day in the life of the Pecks


Posted on March 23, 2018

2 min read

We recently visited one of our customers in Canberra who are embracing the power of the nbn and smart home technology.

Greg and Beth Peck are a tech savvy couple in their 50s who have been trying out new home tech since connecting to the Telstra nbn network. They started building their connected home of the future last year when they purchased a Telstra Smart Home, joining the thousands of Australians embracing connected tech on the nbn to help make their day-to-day lives run a little smoother.

The couple both have Google Pixel 2 devices and Samsung tablets on the Telstra mobile network, along with the Telstra Smart Home Watch and Monitor system, indoor and outdoor cameras, door and window sensors, the new Telstra TV2, The Frontier Gateway Modem and many more. Now they can do more things with tech in their home than ever before.

We asked the Pecks what a typical day looks like for them:

Early morning: Greg starts work early so the more he can set to automate before work the better. He sets the coffee machine to turn on at 4am using the Smart Home app, or he’ll ask Google Home to turn on the machine as he walks into the kitchen. Using a Smart Home motion sensor in the back living room where his coffee machine is, the light automatically turns on so he can find his way in the early morning darkness.

During the work day: When they’re at work, they can use the Telstra Smart Home app to check the front door cameras for any deliveries or parcels at the front of the house or check the indoor cameras to see what mischief the cats are getting up to.

In the evening: In the evening when they’re home they use Google Home to turn on and off the TV and play music, as well as turning the lights on and off.

On the go: Beth’s moving away from her traditional note-taking by using Google Home to put things in her calendar and add to her shopping list.

They’re also using motion sensor cameras to notify them of movement inside when they’re out, to help give them peace of mind.

Tags: nbn,

We’re giving faster nbn speeds to almost a million customers for no extra cost

Network nbn

Posted on March 1, 2018

3 min read

Fast and reliable broadband has never been more important to Australians. We want to be able to stream from our TVs, tablets and phones, work from home, stay on top of emails, and check in on our social accounts – all at the same time.

That’s why we’re making almost a million of our nbn services even faster for no extra cost, and improving reliability for more customers with the Telstra Smart Modem™ (formerly known as the Telstra Frontier Gateway®).

Over the next few months, more than 850,000 Telstra home and small business customers will have their nbn speed tier upgraded to Standard Plus (NBN 50) at no additional cost. These customers don’t need to do anything, either – we’ll upgrade their plan speed in the background, and let them know once they can make the most of faster speeds.

Our new $79 and above Fixed nbn home and small business bundles also includes the Standard Plus speed tier, which will give customers more freedom to stream in 4K or HD on multiple devices without buffering or interruptions.

While the Standard Plus speed tier will provide speeds above and beyond what most customers actually need today, we want to make sure our customers are prepared for their future internet usage as the way we use our broadband continues to grow.

With data used over the fixed broadband network growing by about 40 percent over the past year, it’s the same reason we boosted data allowances for all our home broadband customers last year.

But it’s not just the speed tier that impacts a customer’s broadband service. The type of modem they use, where it’s placed and the condition of their home wiring – along with a range of other factors – also plays a role in the real-world speeds they’ll see.

We want to give customers all the right ingredients to make sure their connection is as strong as it can be.

With this goal in mind, we’re giving all new customers signing up to a home internet bundle, all customers moving home and home broadband customers moving to the nbn network who don’t already have an nbn-compatible modem a Telstra Smart Modem which includes the latest Wi-Fi technology and a built-in mobile backup to help keep customers connected more often.

Once plugged in, the modem will connect a home to the internet within minutes via the mobile network, without having to wait for the fixed service to be connected. If there’s an interruption to their broadband service, the gateway will automatically switch over to a mobile connection within minutes.

Anyone who’s moved house recently knows it can be a stressful time and getting utilities and internet connected can be an extra hassle. Having a Telstra Smart Modem will mean our customers can immediately get connected via the mobile network while they wait for their fixed service to be connected in their new home.

Similarly, when customers move to the nbn network there can sometimes be a period of downtime while the switchover occurs. Being able to connect to the mobile network during this time will help make the move to the new network as smooth as possible.

The speed upgrades and Telstra Smart Modem rollout are part of our plans to provide the best possible experience for customers on the nbn and follow our move to provide customers with typical minimum evening speeds well above the ACCC guidelines of 60 percent of the maximum speed during peak times.

nbn co announces it will pause HFC rollout

Network nbn

Posted on December 1, 2017

2 min read

You may have heard nbn co announced it will temporarily stop selling services over its Hybrid Fibre Coaxial (HFC) network. This pause comes into effect on 11 December and is expected to last between six to nine months.

We believe nbn co’s decision to stop connecting customers in HFC areas has been driven by issues around customer experience. We understand nbn co’s core priority is to protect the customer experience and we are committed to working with them on this.

What next?

We know our customers in HFC areas will be keen to understand how this impacts them. Please see the link below to our Crowd Support Page with FAQ for customers:

Crowd Support

If you have any other questions, please call us on 1800 531 939 Monday to Friday 8am to 5pm AEDT.

What is HFC nbn?

An HFC nbn connection is when the existing ‘pay TV’ or cable network is used to make the final part of the nbn network connection, the HFC line will run from the nearest available fibre node, to a customer’s premises.

How do I know if I am a HFC customer?

You can check your nbn technology type via the Telstra 24×7 App and My Account.

Tags: nbn,