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Fast speeds at home with Telstra nbn and 5G

By Michele Garra September 29, 2020

Having a fast, secure, and reliable internet connection has never been more important. Millions of Aussies are now working, learning, and being entertained from home. Having a faster connection means less buffering and higher quality video calls, even when several household members are using the internet at the same time. Today, we’re announcing faster typical busy period download speeds on our current plans, new high speed nbn™ offerings and a brand-new way to connect to the internet at home thanks to 5G.

The next generation of home internet with 5G

Connecting to the internet at home has typically been a wired affair. With our 5G network – built for speed and already available in over 1000 suburbs and 53 cities and towns around the nation – we now have another way of delivering fast and reliable internet to your home.

Tomorrow, we’re launching Telstra 5G Home Internet.

We’ll start by offering a $85 per month plan that includes a $0 5G modem, 500GB of data and the first month on us for eligible customers. We expect customers to achieve typical download speeds between 50Mbps and 300Mbps.

This will be a targeted, invitation-only launch at first to eligible customers to ensure we have the right service available for those who need it, but over the next 12 months, we’ll be scaling up so more people can get in on the action, especially as 5G continues to evolve and when mmWave is available.

Our starting principle is to offer the right internet connection to deliver the best experience for our customers based on their data needs, location, and what technology is available. In that spirit, we’ve also been working to improve our peak evening nbn speeds and the plans on offer too.

Boosting our nbn speeds for better performance

We know that not all nbn providers are created equal, despite what you might hear from others – and we’ve already seen the difference our customers experience on the nbn in the real world. We’ve ranked at the top of the Netflix ISP Speed Index for two years straight. Today, we’re announcing a range of exciting new plans and improvements to help ensure our customers have a fast and reliable home internet experience.

Until now, we’ve offered a set of fixed internet plans, with nbn Standard (nbn 25), Standard Plus (nbn 50) and Premium (nbn 100) plans available depending on your connection type and location.

Sometimes you want or need more speed, though – maybe you’re in a house where three or four people are working and/or studying from home, or maybe you just want to download games in your Xbox All Access subscription even quicker. If you want faster speeds, we want to give them to you.

That’s why we’re introducing Superfast and Ultrafast add-ons for our nbn™ 100 Premium Internet customers on eligible technology types. These add-ons are a huge leap over the fastest plans we’ve offered before – a big video game download can happen in an hour rather than hours, all while someone else in your house is watching Netflix on their phone, while someone else is on FaceTime in the other room, and someone else is fighting away in-game on the couch. These speeds are so fast that some less powerful Wi-Fi routers can’t keep up; our Smart Modem and Smart Wi-Fi Booster will be up to the task, though.

If you’re on our nbn™ 100 Premium Internet plan and on a compatible nbn technology type, you’ll now be able to add on Superfast or Ultrafast speeds to your monthly bill. The Superfast add-on has a typical evening download speed (between 7pm – 11pm) of 215Mbps, for $30 per month in addition to the cost of your Premium Internet plan (min cost is $3,459 with the Premium Internet plan when you stay connected for 24 months). Ultrafast takes it to an entirely new level, as we’re launching with a typical evening download speed (between 7pm – 11pm) of 250Mbps, for $70 per month in addition to the cost of your Premium Internet plan, until we have enough data to provide a reliable, higher, speed claim (min cost is $4,419 with the Premium Internet plan when you stay connected for 24 months).

Your home internet will need to be connected to the nbn with FTTP or HFC technology to access these add-ons. Most HFC and FTTP connections are capable of Superfast speeds, while only FTTP and some HFC customers can achieve Ultrafast speeds – we’ll only offer you these upgrades if your connection can take advantage of them.

We’ve also done a lot of work on our consumer and small businesses plans to make our internet speeds even faster. We recently boosted nbn download speeds by up to 15% for our nbn customers whose connection is capable of achieving these speeds at no extra cost, and we currently now have the fastest advertised speeds in market. This means the following typical busy period download speeds:

Speed Standard Evening Speed (nbn 25) Standard Plus Evening Speed (nbn 50) Premium Evening Speed (nbn 100)
Typical busy period download speeds (7pm-11pm – consumer; 9am-5pm weekdays – small business) 25Mbps 50Mbps 100Mbps

These speeds are not available to all customers, including most FTTN customers for the nbn 50 and 100 plans. Speeds experienced may be lower due to various factors including your in-home setup and wiring.

To deliver these speeds to your devices, 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 4G backup in case there is an outage, for more reliable connectivity. For the best experience, consider our Wi-Fi guarantee where we will ensure you get consistent wall to wall Wi-Fi coverage in every room of your home, or your money back.

Bringing nbn 100 plans back to more customers

We’ve also resumed selling nbn 100 plans for FTTC customers and selected existing Telstra nbn customers on FTTN and FTTB. Since we paused selling these plans earlier in the year, we’ve done a lot of work behind the scenes to ensure customers have a better experience with us when purchasing this plan.

We’ve upgraded our systems and set up processes that put customers first, and we’re now confident we can provide a better all-round experience for Aussies. If a customer on FTTN, FTTB or FTTC can’t reach the maximum speeds of the Premium Internet plan or Premium Add-on, we’ll let them know and provide them with options in accordance with our regulatory commitments.

The ways we use technology to entertain, work, study, and live continue to evolve, and we’ll evolve our offers to match so our customers get the right internet connectivity products to truly fit their needs now and into the future.

Things you need to know

Excludes nbn Fixed Wireless. nbn not available to all areas or premises. Typical evening speed is a measure of network speed to customer premises not a customer’s received in-home experience. Superfast and Ultrafast Add-ons are for ordinary/personal domestic use. Find out more about speeds on the nbn network with Telstra at Telstra/com/nbn-speeds. nbn™, nbn co and other nbn™ logos are trade marks of nbn co limited and user under licence.

nbn | Network |

The future of connectivity in the bush

By Lyndall Stoyles August 27, 2020

With the initial rollout of the nbn network largely complete, and the vast majority of people now relying on the nbn for their connectivity, it makes sense to be looking at the best way of providing phone services in the bush.

Since we began providing phone services to Australian homes and businesses 140 years ago, we have faced the challenge of getting reliable services to our customers wherever they choose to live, learn and work. That challenge lies at the heart of our Universal Service Obligation (USO), which ensures standard telephone services are reasonably accessible to all people in Australia on an equitable basis.

Telstra is a key partner of regional Australia – we invest more than any other provider to grow and improve our mobile networks and we’re the largest contributor to the USO. As a result, we’re often asked for our view on the future of the USO given the nbn rollout, and that position hasn’t changed:

  • as we get close to completion of the nbn rollout, it makes sense to review the USO to determine how it can be delivered efficiently using the mix of technologies now available and providing a good experience for consumers;
  • Government and Regulatory policy should encourage a technology-agnostic approach; and
  • no change should be made unless customers receive the same or an improved level of service.

For most of our 140-year history we have mainly used copper landlines to connect people. Today, with over 90 percent of homes and businesses now having access to the fixed nbn, we now use the nbn to meet the USO for most people.

For a small proportion of the population where it hasn’t been practical to use solely copper to connect people, mainly in remote areas, we have used a mix of copper, radio and satellite. It’s largely in these same areas the nbn is using fixed wireless or satellite to provide a connection. While these technologies are capable of delivering broadband, to date we have not been able to use them to provide stand-alone phone services.

As a result, the challenge of getting reliable services to the bush continues.

One of the Government’s key principles in rolling out the nbn has been to use the technology best matched to each area of Australia to ensure it is delivered quickly and cost-effectively. Our view is that the same principle should be used as we think through how to best meet the USO, using a mix of the latest technologies to deliver customers a better and more reliable service than they get now.

That should be our starting point.

If you consider all of the investments currently going into improving connectivity services in rural and remote Australia: the USO (around $270m annually, of which about half comes from Telstra); nbn co’s investment in its satellite and fixed wireless services; and co-funding improvements to mobile coverage from the Federal and state governments, we see an opportunity for the governments to create a more holistic and integrated solution to deliver a technology mix that works for consumers.

Our approach needs to be flexible with the customer experience front of mind and we shouldn’t be mandating one technology over another. We also need to ensure that as any changes occur we bring the people in the bush along with us to minimise any anxiety or concern with the new technology.

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.

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.

Wall to wall Wi-Fi coverage guarantee
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 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.