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Tag: nbn

nbn co announces it will pause HFC rollout


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: hfc, nbn,

Telstra first to reach agreement with ACCC on nbn speed issues

Telstra News

Posted on November 8, 2017

3 min read

Internet speeds are a key issue for customers as they migrate to the nbn. Not all homes can receive the maximum speed, especially on the higher speed tiers sold by nbn co to Retail Service Providers (RSPs), due to the underlying technology being rolled out by nbn and other factors.

The ACCC has today accepted an undertaking from Telstra as part of Telstra’s ongoing program to improve the information customers receive about nbn speeds.

Telstra has taken the industry lead in proactively providing refunds to a small sub-set of customers who were sold nbn services where their nbn line was not capable of delivering the customer’s chosen speed tier. The remedial action will apply to less than 5 per cent of Telstra’s nbn customers. The steps taken by Telstra position it as one of the first RSPs to adopt the ACCC’s Industry Guidance for nbn Retail Service Providers issued in August 2017.

Telstra has been using robotic testers in its network for the last 18 months to ensure it is buying the right amount of connectivity virtual circuit (CVC) from nbn co to deliver the appropriate speeds to customers.

Providing a great customer experience is our number one priority and that includes giving customers as much notice as possible as they connect to an nbn service.

As it is not possible to accurately determine what speed the nbn can deliver to a customer prior to connection, we have been reviewing the speeds of customers who take up a speed boost on their FTTN or FTTB nbn services after connection. We have been undertaking this review since May 2017 and, where we identify they cannot attain the benefit of the speed boost, we have been contacting them to provide refunds.

We also give these customers the option to move to a different speed tier, or to cancel their contract altogether.”

Telstra will begin contacting other affected customers, who represent a small sub-set of our total nbn customer base, over the next few weeks, and there is no need for customers to contact Telstra.

The majority of our customers have a service that can deliver the speeds of the plan they’ve chosen, but there’s a small group whose nbn connection isn’t capable of delivering the top speeds and that is who we’ll be in touch with.

We have changed our advertising, marketing and sales processes. We now use the standard ACCC naming convention to describe our speed plans and quote the typical speeds a customer can expect, including for the period when most people tend to use the internet.

The ACCC is conducting an industry-wide investigation and we’re pleased to be the first to reach a resolution with the ACCC.

Our focus is now on contacting affected customers, making sure they understand their options and then getting on with the job of creating an unrivalled customer experience on the nbn.

Tags: nbn,

More data to take our customers into the streaming era


Posted on November 2, 2017

2 min read

Later this month we will start giving our home broadband customers a major data boost.

We’re at least doubling existing plan allowances and introducing unlimited data on our $99 and above plans to meet our customers’ ever-growing demand for data in the home.

We’re doing this because we want to make sure our new and existing customers have the data they need to power their increasingly connected households.

The data gift will be given to Telstra home broadband customers on ADSL, cable and nbn plans, without them needing to change to one of our new bundles.

In the past year alone, customers on our fixed network have used around 40% more data than they did the year before.

With more than a third of our home broadband customers now connected to the nbn network and millions more set to make the switch soon, we expect demand to grow – especially as Australians embrace streaming entertainment.

The extra data will give customers peace of mind that the whole household can keep up with their favourite entertainment.

We’ll release more details soon.


Customers signing up to a plan below $99 on or after 31 October already have either double the data of our previous plans under $99, additional call inclusions, or a lower monthly cost and so will not receive the double data bestowal.

Customers receiving a data boost don’t need to do anything. We’ll write to you with the details and apply this to your account automatically. For more information on our unlimited data offers, visit

Tags: bundles, nbn,

How our new business plans can help your business

Business and Enterprise

Posted on February 15, 2017

4 min read

One of the most rapid changes I’ve observed over the past five years in the way businesses work is how technology is enabling workforces to become more flexible and mobile. Businesses want to be connected in all sorts of places while on the go and want the latest technology to do it.

A great example of early adopters is Relken Engineering. The 2016 Telstra Business Awards ACT New Business Award winner are using technology to mobilise their business and be more productive. Starting out as a team of three, Relken Engineering focused on reliability engineering and asset management. In less than three years they’ve grown to over 35 staff working across most Australian states – their “offices” include the homes of their employees, client sites and coffee shops! They started by using cloud-based systems, and then moved on to implement online task management software and have also taken  advantage of disruptive applications that challenge traditional enterprise software products.

Also critical to enabling Relken Engineering to work remotely is Office 365 which emulates a physical working environment with tools to co-author in real-time, online meeting facilities and common document storage.

Relken has become ‘that business’ – a leader in their field, one that’s always raising the bar and finding opportunities to improve.

In our role to help businesses unlock the power of technology and thrive in the market, we’re always looking for new ways to give businesses an edge

One of the ways we are doing this is by including a mobile broadband backup service with every new business broadband bundle. This means businesses can now get online sooner and back online quickly if fixed internet services are interrupted. Businesses can focus on running their business with fewer interruptions.

We’ve also listened to our customers who have told us they want more data so we’ve included:

  • generous data inclusions in every business bundle
  • unlimited uploads for easy and convenient cloud backup
  • The Telstra Gateway Pro which offers world-class Wi-Fi up to six times faster than previous gateways.
  • Access to Office 365 with a $15/month Telstra Apps Marketplace credit so businesses can operate on the move.

As businesses continue to evolve, we expect the demand for flexible working will continue as businesses realise the benefits of fast reliable broadband over the nbn™ network. It will mean we will see more businesses taking advantage of the cloud, as well as seeking solutions tailored to support both home and work life. As a business technology provider, we too will continue to adapt and change by offering business grade tools and technology to help businesses thrive.

New business bundle offers

From today our business bundles will now include:

  • Range of plans with generous call and data inclusions – including unlimited uploads on every plan for easy and convenient back up to the cloud
  • Office 365 with the $15/month Telstra Apps Marketplace credit so you can operate better on the move with Microsoft Excel, PowerPoint, Word and Outlook Apps
  • Premium nbn compatible gateway with world-class Wi-Fi
  • First Australian telco to provide mobile backup as standard across all new business bundles
  • A Static IP address to run websites and mail servers, or access your network remotely via VPN smoothly
  • 3 months free 100/40 Speed Boost on nbn™ business bundles – 100/40 is the top speed tier available on the nbn™ network. Find out more about Telstra nbn business bundles.

New mobile lease plans for business

  • My Business Mobile Lease plans can help businesses improve productivity and work practices by equipping staff with the latest mobile technology.
  • Lease benefits include: choice of latest smartphones, upgrade after 12 months and potential tax benefits
  • Customers taking up a $95 My Business Mobile Lease plan, receive
    • A 24 month  subscription to Microsoft One Drive for Business, giving customers 1TB of secure business grade online storage
    • unlimited standard calls and text
    • 12GB (8+4GB Bonus) of data
    • unlimited calls and text to 10 selected countries.
    • Free access to AFL, NRL and Netball (Live and data-free).

*min cost $2280 when you stay connected for 24 months)

Find out more about our Business Mobile Lease Plans.

*Relken Engineering Pty Ltd is an engineering consultancy company that helps its client’s measure, understand and then improve the performance of their physical assets in order to increase productivity and reduce total cost of ownership.

Make 2017 the year of flexible working

Telstra News

Posted on January 16, 2017

3 min read

Welcome to January 16 aka Blue Monday. Did you know the feeling of dread about going back to work after the Christmas break affects more than half (52%) of the Australian workforce according to new research from Telstra?

The bad news is, the younger you are, (yes Gen Y – 74% of you) the worse it gets, with nearly three-quarters of 18-24 year olds not looking forward to going back to work this month.

The good news is there are some easy changes you can make this year to make the transition back to work easier on yourself and beat the January Blues.

Firstly, take a deep breath, it’s only day one. Then remind yourself of the aspects of your job you enjoy. If you are feeling the dread, ask yourself why and how you can you set making your job work for you.

Brainstorm, make a list and then examine it to see how your work fits your careers values. If there’s a gap in what you’re currently experiencing to what you desire in your career, rather than jumping jobs immediately, look to see how you can make it feel better in 2017. If, for example, you are like 82% of the respondents in Telstra’s research who indicated increased flexibility would make their job more attractive, consider if working from home as a possibility for you.

And if the answer is yes, how do you go about it? It may simply be a case of asking. Most people (56% of Aussie workers) don’t feel comfortable approaching their boss to discuss working from home, but as my mum always said, if you don’t ask, you don’t get.

Watch my video and find out the best way to approach your boss.

Find out more about Telstra’s Work Life Index

The January Blues: January is the best of times and the worst of times, with Aussies enjoying lazy summer days only to be interrupted by the need to return to work, bringing up the holiday blues.

Blue Monday: More than half (52%) of Aussie workers said they were dreading the return to work in January, with almost one in three (30%) citing not wanting to return to the same job as the primary reason.

No Year’s resolutions: Only 11% of people surveyed say they set and stick to New Year’s resolutions – and 49% don’t set any at all. Only 25% of Australians set work-related goals, suggesting that people are not taking action to achieve a happier working life.

Young and blue-tiful: Young Gen-Ys (18 to 24) are the generation most likely to suffer the New Year blues with 74% saying they are in some way dreading the return to work.

The sadness spectrum: The January Blues dissipate with age, from the 59% of young Gen-Ys (18 to 24) who report feeling them, to the mere 19% of Baby Boomers (65+).

Working for a change: Older Gen-Ys (25 to 34) are the age group most unhappy about going back to the same job in 2017 (36%), closely followed by Gen X workers (35 to 44) at 35%.

Workplace ambition: 43% of young Gen-Ys have set work-related New Year’s resolutions, compared to just 9% of 55 to 64 aged workers.

Cities on a downer: New Year blues are more prevalent in metro locations (39%) than regional locations (32%), with more than half (57%) of metro residents saying they are dreading going back to work in January, versus 44% in regional areas.

Country wide: Flexible working is the thing 13% of regional residents would most like to change about their job in 2017, topped only by achieving a better work/life balance.

Tags: nbn,