How To |

Your biggest Telstra Home Internet questions answered

By Luke Hopewell August 27, 2021

When it comes to Home Internet, we know you’ve got questions. How do you fix your internet when it drops out? How can you speed up your home Wi-Fi? What’s the best modem for work-from-home? Here are the answers to your biggest questions.

Your internet questions answered

Why does my internet keep dropping out?

If you’re experiencing a lot of service interruptions for your home internet, we have some suggestions for you. Whether due to planned maintenance or just bad luck, most internet connections go down every now and then (even ours!).

But to help make outages and downtime a thing of the past, we’ve put a 4G SIM Card into our Smart Modem Gen 2. That means if your main nbn connection goes down, you’ll connect to our 4G back-up service, backed by Australia’s largest mobile network. You’ll need to be in a 4G coverage area to connect to the back-up service, and the back-up speeds are capped at 25/5Mbps (actual speeds may be lower).

To make sure your Smart Modem Gen 2 is working on the mobile network before or during an outage, check the lights on the back of the device. Here’s what the lights on the modem mean and what you can do to troubleshoot.

Why is my internet slow?

When you take up a home internet plan with Telstra on the nbn, we’ll let you know the plan’s typical speeds during busy periods. The speeds you’ll experience may be slower, due to things like your in-home connection or wiring and the number of devices accessing your Wi-Fi.

The speeds you can get are also impacted by the technology nbn co has made available at your address. This is particularly true If you’re on Fibre-to-the-Node (FTTN), Fibre-to-the-Basement (FTTB) or Fibre-to-the-Curb (FTTC).

If you’re on these technologies, we’ve also recently introduced new capability which for many FTTN, FTTB and FTTC customers, lets us provide you with reliable information at point of sale about the maximum possible speeds at your address, so you can select a plan that you’ll get the most benefit from and not be charged for something you cannot use.

If your connection type is FTTN, FTTB and FTTC we’ll also email you with the maximum possible speeds at your address after you’ve connected or upgraded and provide you with options if your connection can’t support the maximum speeds of the speed plan you’ve chosen.

If your Telstra internet is slow, we recommend looking at your stats in the My Telstra app. There you’ll find not only your speed but also how to troubleshoot if you think it’s too low.

What is the difference between nbn and Wi-Fi?

It’s easy to get confused, but the nbn and Wi-Fi are two different things.

The nbn is the national broadband network. It’s the internet connection that comes into the home (like power, gas or hot water) and stops at a wall plug. Your Wi-Fi is what distributes the internet connection around your home using a Wi-Fi modem.

Why can’t I get Wi-Fi in all areas of my house?

The strength of your Wi-Fi is entirely dependent on both your modem and where it’s placed.

Not all modems are created equally, either. They seem like a plain black or white box, but they’re packed with important antenna technology that won’t give you a great experience if the manufacturer or ISP has cut corners to save cash.

Our Smart Modem Gen 2 is built to fan coverage out over your home, and if your place is too big to be covered, we have boosters that pair easily and effortlessly extend your own coverage.

More than that, we also have a money-back guarantee for your whole of home Wi-Fi coverage! Here’s how to get the Telstra Home Wi-Fi Guarantee.

How to fix Telstra Home Internet

How fast is my internet, and how do I do a speed test?

To measure your Telstra Home Internet speed, you’ll want to use our built-in Speedtest tool.

Powered by Ookla, the world’s leading speed test provider, it’ll tell you exactly how fast your line is so you can diagnose any potential issues.

Simply navigate to speedtest.telstra.com to get started.

Alternatively, you can do a speed test inside the My Telstra app.

How can I view my Telstra account?

You don’t have to pick up the phone to do some troubleshooting on your account.

We’ve just launched our new My Telstra app for both Apple iOS and Google Android, which is designed to be a one-stop-shop for all your Telstra needs. We have also created a number of self-service videos to help you with your basic service needs. The new My Telstra app helps make self-service, billing and tech support a lot easier.

You can manage your services and payments, get help, check for outages and track orders – all while you’re at home.

The app has also been designed with accessibility at the forefront, built to be compliant with the Web Content Accessibility Guidelines 2.1.

What is the Telstra Smart Modem 2?

The Telstra Smart Modem 2 is one of the best bits of kit we’ve put out in a long time. Not only does it give you strong Wi-Fi signal around the house, it’s actually smart.

The modem itself is constantly talking to the network, getting data on what’s happening in the background and optimising itself for best results. And if the connection from nbn does drop out, the modem – will automatically connect to the 4G back-up service. You’ll need to be in a 4G coverage area to connect to the back up service, and the back-up speeds are capped at 25/5Mbps (actual speeds may be lower).

With our modem, an outage from the nbn. It’s the best Wi-Fi for work-from-home.

How to fix slow Telstra Wi-Fi

Slow Wi-Fi can be a killer, but you don’t need to put up with it.

A lot of bad Wi-Fi problems can be solved simply by moving your modem, for example.

Ideally, you want to set up your Smart Modem Gen 2 in a central location where you will use your wireless devices. If you have it at the far end of your home away from your television, laptop, or smartphone, you’re likely going to experience poor connectivity and slow speeds (even if it is connected).

Wi-Fi signals have a tougher time travelling through dense objects, so it’s best to achieve a clear line of sight between the modem and your devices. Check that your furniture, television, or even cupboards aren’t in between the modem and your device.

There are also many sources of radio interference in the home, from appliances to reflective surfaces. Fortunately, minimising the impact of this interference is easy.

Some appliances, such as microwaves and cordless phones, operate on the 2.4GHz spectrum when active. You may notice your connection stability degrades when you’re heating up leftovers for lunch. Ensure your modem isn’t set up next to these devices.

Fridges and other appliances made of metal, such as your stove, reflect radio waves and can cause issues. Try to place the modem so that the Wi-Fi can travel to as much of your house as possible without passing through the kitchen at all.

Bear in mind that mirrors have a thin layer of metal inside of them. As tempting as it can be to keep your modem out of sight, avoid setting it up inside a mirrored wardrobe.

Can I get a Telstra signal booster for my home Wi-Fi?

If you need a good Wi-Fi booster that works seamlessly with your Telstra Smart Modem 2, we’ve got something for you.

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.

Utilising EasyMesh technology, Telstra Smart Wi-Fi Boosters (Gen 2) integrate seamlessly with the Telstra Smart Modem, acting as additional hotspots. As customers move around the house, the network enables their device to seamlessly switch to the strongest Wi-Fi signal.

We’re also guaranteeing you whole-of-home Wi-Fi coverage with our boosters. Better signal, or your money back. It’s that simple.

Here’s how to get the Telstra Home Wi-Fi Coverage Guarantee.

How long does it take to get connected to Telstra Home Internet?

This depends on your connection at home.

If you’ve got an available line into your home, it can typically take between two to four days for activation. If you need a technician to pop over, however, it can take up to 10 days.

The best part about getting connected to Telstra, however, is that your Smart Modem Gen 2 is ready to connect you to the internet as soon as you get home. Thanks to a 4G SIM card in the modem, it’s ready to go as soon as you get home, giving you connectivity before your service is fully activated. You’ll need to be in a 4G coverage area to connect to the backup service, and the back-up speeds are capped at 25/5Mbps (actual speeds may be lower).

And we’ve got dedicated nbn specialists in all of our stores, so you’ll deal with a real person from when you leave the store through to the time you’re connected, up and running.

How do I find out how much data I have left?

Most of our new consumer nbn plans come with unlimited data, so you don’t have to worry about your usage.

If you’re on an old plan, however, you’ll be able to check how much data you have left on your Telstra Broadband service through the My Telstra app. Here’s how:

  1. Open the My Telstra app on your smartphone;
  2. Tap the “Services” icon at the bottom of the app;
  3. Scroll to your Internet service and tap it;
  4. From here, you’ll see details on how much you’ve used, and how much you have left.

The My Telstra app will also help you to get additional data on your service if you need to.

Related: How to get the MyTelstra app

What internet is available at my address?

As the National Broadband Network (or nbn) is now “functionally complete”, you’ll now be on one of a range of technologies.

Depending on your address, you’ll be connected to the fibre network directly (FTTP); connected to fibre at the end of your street (FTTN); connected to the fibre outside your property’s curb (FTTC); connected to fibre via your apartment building (FTTB), or on an older version of fibre (HFC).

Each of these technologies works with our equipment, and we charge the same regardless of your connectivity.

To find out what’s available in your area, check out our Home Internet Checker.

The facts about Telstra Home Internet

How can I get a Telstra 5G Home Broadband?

Right now, our 5G Home Internet is still invite-only as we ramp up to making the product available in more places. 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.

Related: Telstra 5G Home Internet – everything you need to know

How fast is Telstra nbn?

How fast are we? Real fast.

We have a range of plan options available to suit your needs.

What to do with old Telstra modems?

You might have a bunch of old network devices kicking around at home that you don’t need. It’s time to bring them out into the light, because we’ll recycle them for you, free of charge.

Drop your old modem at any Telstra Shop, and we’ll take it off your hands to make sure it’s responsibly and ethically broken down and recycled.

All part of the way we’re designing for a better environmental tomorrow, including reducing the size, weight and virgin materials in our boxing and shipping processes.

Why are Telstra’s nbn plans priced higher than others?

It’s simple: not all nbn providers are created equal.

We also invest heavily in purchasing capacity (bandwidth) from the nbn so that you can get a more reliable connection and fast speeds during peak congestion times; helping ensure you can work, school and stream with less interruptions.

With more demand in the home, it’s important we continue invest and maintain the great experience. In fact, we purchase more capacity (bandwidth) compared to all other NBN providers.

We also provide our customers with flexibility. The fine print will always get you in the end and we want to keep it simple so we’ve removed lock-in contracts. Plus soon, if you take up a new plan and receive a modem, you’ll be able to just return it if you choose to leave. Until then all you may have to pay is the remainder of your modem cost if you leave within 24 months.

If you buy online, you even skip our $99 standard connection fee, so it’s cheaper and easier to get started than ever. No surprises when you receive your first bill!

So when you’re browsing around for your next nbn plan, make sure you keep these tips in mind and understand that not all providers are created equally!

nbn |

Our responsibility and commitment to clarifying your nbn speeds

By Sanjay Nayak June 25, 2021

One of the issues internet providers face when providing customers with an internet service that relies on an nbn connection is that not all nbn connections to the home are created equal – they’re not all capable of delivering the maximum speeds of higher speed nbn plans.

The maximum download speed you can achieve on your nbn connection – the speed to the household – is primarily dependent on the technology type delivered by NBN Co to your property. It’s impacted by a range of factors, including how far away your house is from the closest nbn point.

There’s also no way to tell what maximum speeds you can get on your nbn service until after you are connected to the nbn for the first time. This means you might order a 100Mbps service when you first move, only to find out later the nbn connection is not able to support those speeds.

This mainly affects Fibre to the Node (FTTN), Fibre to the Building (FTTB) and Fibre to the Curb (FTTC) households. We’ve added some more information about these nbn technology types here and you can see what type you’re on by visiting the My Telstra app under your nbn service.

The common element with these nbn technologies is the final stretch of copper cable that delivers the nbn service to the wall socket inside your premises. This is what is known as nbn’s ‘multi-technology mix’.

Once you’re connected to the nbn, we receive information from NBN Co about the maximum possible speeds at your address. If they’re lower than the speeds of your chosen plan, we need to let you know and give you the option of cancelling your service without cost, moving to a lower plan without cost or staying on the same plan.

If you cancel your service or move to a lower plan, we also need to provide you with a proportionate refund to reflect the period you didn’t receive the full benefit of the plan you’d chosen.

We committed to do this through an enforceable undertaking provided to the Australian Competition and Consumer Commission (ACCC) in November 2017 in relation to FTTN and FTTB connections, as have a number of other nbn internet providers. We’re also obliged to do this under NBN service migration rules.

We have become aware that we have failed to meet these commitments and rules for many customers. We’re now in the process of contacting all customers who have been potentially impacted to offer them appropriate remedies.

As we became aware of these issues, we reported them to the ACCC and the Australian Communications and Media Authority (ACMA) and have developed a comprehensive remediation programme. This programme started in February 2021 and we’ll contact customers over the next few months.

This is a complicated issue that we are managing proactively, and we are very sorry to have let these customers down. Our continued commitment to our customers is when things go wrong, we pick it up and aim to fix it. We are committed to always acting responsibly, while being transparent and accountable. And this is one of those times.

Since discovering these issues, we have made significant improvements to how we manage communicating nbn speed information to our customers. We’ve introduced a new system for processing the information we receive from NBN Co about customers’ maximum speeds which lets us better match our data with NBN Co’s and detect when there are issues.

We have also recently introduced new capability which for many FTTN, FTTB and FTTC customers lets us provide them with reliable information at point of sale about the maximum possible speeds at their address so they can make an informed choice when they purchase or change plans. We’re calling this pre-qualification process, our dynamic service qualification tool.

For homes connected to the nbn for more than 21 days, we can inform consumer customers of the maximum attainable speeds they can get on their FTTN, FTTB or FTTC connection. This comes in the form of a range of maximum download speeds, and is the best estimate we can make of the fastest possible speeds of a customer’s connection. We also provide information to customers about how the maximum speeds at their address relate to their different options for plans with us.

We will also continue to write to customers once they are connected on their new plan, and if their connection doesn’t support the maximum speeds of their plan, we’ll provide them with the options in line with our obligations mentioned above.

If Dynamic Service Qualification data isn’t available – for example, if their home hasn’t been connected to the nbn yet – then customers on FTTN and FTTB won’t be able to purchase our Premium Speed Plan. Once connected, we’ll let them know what speeds their connection can support, and they will have the option to upgrade to the Premium plan if available to them.

We’re committed to always delivering the best customer experience that we can, so Aussies can better study, work, and be entertained online at home.

Network |

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.