nbn | Network |

We’re boosting nbn download line speeds

By Michele Garra July 29, 2020

If you’re a Telstra nbn customer, you may experience a boost to your download line speed of up to 15% in the coming weeks. Who doesn’t love a little freebie?

Faster nbn for our customers

We want to give our customers the best nbn experience possible so we’re rolling out changes that NBN Co has made available to help more customers get faster speeds.

When data is carried across the internet, bandwidth is used to carry that data to its intended destination (known as “overheads”) which reduces the speeds available to you. As part of changes to the way NBN Co manages speeds over its network, more bandwidth (or speed) has been made available to compensate for these overheads by allowing services to run up to 15% faster (excluding Fixed Wireless). If the connection into your home is capable of achieving these new speeds, this means more speed for everything from streaming your favourite shows and movies; playing games, and working and learning from home.

And we’re not wasting any time rolling it out, either. Thanks to some speedy work between our engineers and those at NBN Co, we’ve already rolled this out to 1.6 million Telstra nbn customers and are planning to progressively roll it out to the rest of our consumer and small business nbn over the next 30 days. 

What do you need to do?

This is the best part.

You don’t need to do anything. You don’t have to worry about fiddling with any tricky settings or resetting your modem. It will automatically happen.

To test your speed check out our Telstra Speed Test. For more information about what to expect when it comes to the nbn network and your internet speeds, visit nbn speeds explained and our nbn services fact sheets.

nbn | Telstra News |

Keeping families connected to home broadband when they need it most

By Michael Ackland May 26, 2020

We know many Aussie families are doing it tough at the moment. And we know it’s more important than ever to stay connected to fast, reliable broadband at home. That’s why, with the help of NBN, we’re offering a new affordable home broadband discount for low-income families with school-aged kids.

From 26 May, home broadband customers on Family Tax Benefit Parts A or B will be able to apply for a Telstra nbn connection for $40 per month for the first 12 months* as long as they haven’t had an nbn connection with another provider in the past 3 months. This offer will be available to new and existing Telstra customers.

The package includes a Telstra Smart Modem and 500GB of data per month at 25Mbps down/5Mbps up speeds. These speeds are perfect for everyday use in a small household, browsing the web, email, streaming videos, online learning and checking in with your social networks.

Telstra Smart Modem 2

This plan is normally priced at $75 per month, and the discounted offer represents a longer-term affordable option for families who may be struggling financially. Make sure you apply for the offer before 30 June.

For more information and to apply for this offer, visit our Connected Family Internet Offer.

What you need to know

* The Connected Family Internet Offer is a $35/mth credit for 12 months on the Core Internet plan, which will reduce the monthly price of the Core Internet plan (only) to $40/mth for the first 12 months.  If you change plan, cancel your plan or stop receiving the Centrelink Family Tax Benefit Part A or B concession during the offer period, the credit will be removed from your bill.

Telstra Smart Modem Gen 2
nbn | Network |

Not all nbn providers are created equal

By Michele Garra November 4, 2019

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 newTelstra Smart Modem Gen 2makes 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 theTelstra 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.

nbn | Network |

A chance to get nbn pricing right for all

By Andrew Penn July 30, 2019

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.

Smart Modem 2
Devices | Smart Home | T22 | Tech and Innovation |

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

By Michele Garra May 7, 2019

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.

Smart Modem 2

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.

Smart Modem 2

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 $288 outright, or $12 per month for 24 months. Minimum cost is $288 + 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.