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Tag: telstra-smart-home

Not all nbn providers are created equal


Posted on November 4, 2019

4 min read

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.

Make voice calls from your Google Home, only with Telstra

Tech and Innovation Entertainment

Posted on September 17, 2019

4 min read

We’re all about the power of voice and the power of technology – especially when they’re working together. Today, we’re making it even easier to connect with your friends and family thanks to our deep partnership with Google to launch Voice-activated Calling with Telstra on select Google Nest devices*.

We are the first mobile carrier in the world to offer outbound calling on Google Home/Nest devices.

Voice assistant technology is growing rapidly in Australia, with smart speakers present in over a million households around the country. Two-thirds of Australians use their smart speaker every single day to order products, receive the latest news and answer their burning questions.

Rolling out from today, if you have an eligible Telstra mobile service and own a compatible Google Home or Nest speaker, or a display – you’ll be able to use your voice to place a call, even if your Telstra mobile is out of reach. This call travels across our network and uses your Telstra mobile phone number, so you can make calls as if you were holding your phone.

Google Voice-activated Calling with Telstra on select Google Nest devices*

The ability to make calls through Google Home and Nest speakers and displays means you can now stay connected in even more places. When you have your hands full with the kids, pets or both, your ability to call someone is still within reach thanks to our world-first partnership with Google.

For example, you can use your voice for call control to:

The new voice-activated calling functionality allows you to link and synchronise contacts for up to six devices to your Google account. That makes it perfect for home users.

  • Call by contact name, for example, “Hey Google, call Mum”
  • Call a number
  • Call a business, for example, “Hey Google, call ABC Pizza”
  • Call Emergency, e.g. “Hey Google, call triple zero.” (or alternatives including “Hey Google call Zero Zero Zero”).

Voice-activated Calling with Telstra works through a Google Home/Nest speaker or display by utilising the home internet connection to access the Telstra network – and best of all, call charges are included in your Telstra mobile plan which means there are no additional call costs to eligible Telstra mobile customers with:

  • An active and compatible Telstra mobile service on a smartphone (pre-paid services require credit)
  • A powered Google Home/Nest speaker or display, connected to an active Wi-Fi network
  • A Google/Gmail account and the Google Home Android or iOS App.  

Data charges may apply and will be charged in accordance with your broadband providers’ data plan. Eligible customers can activate the feature from today via the Google Home App by linking their mobile service to Voice-activated Calling with Telstra and setting up Google Voice Match** on their devices.

This service is only available to our Telstra mobile customers from today, and is free to set-up, with calls made through your Google Home or Nest speaker or display at no additional cost to your mobile plan (data charges may apply). Thanks to Telstra and Google, your smart speaker or display just got smarter.

Things you need to know

*Requires a compatible Telstra Mobile service and device with credit, a powered Google Home, mini or Nest device connected to an active Wi-Fi network and activation through iOS/Android app. Data charges may apply. Call charges will be in accordance with your Telstra mobile plan. To call E000, say “Hey Google, call Triple Zero”. Liberate and Mobile Protect are incompatible. Excludes business customers. Currently not available on Google Nest Hub Max- coming soon. Google Home, Mini or Nest: Requires a Wi-Fi network, a nearby electrical outlet and a compatible mobile device.

**Voice Match is a Google service that is used to identify individual voices. Setup is controlled using the Google Home app

Google, Google Home and related marks and logos are trademarks of Google Inc.

Say goodbye to lock-in contracts with our flexible new Home Broadband plans


Posted on February 19, 2019

4 min read

We’re making our new Home Broadband plans easier to understand and more flexible for you.

From February 26, we’ll be offering our customers two new Home Broadband plan options, which have been designed to give you a choice of speeds and included data, and you can switch between them once per month if your household needs change:

  • Essential Internet Plan for $70/mth with 100GB of data and nbn25 (Standard Evening Speed, 20Mbps typical minimum speed between 7-11pm on the nbn network) (Min cost $385 if you stay for 1 month including $99 connection charge and $216 modem)
  • Unlimited Internet Plan for $90/mth with unlimited data and nbn50 (Standard Plus Evening Speed, 40Mbps typical minimum speed between 7-11pm on the nbn network) (Min cost $405 if you stay for 1 month including $99 connection charge and $216 modem).

You can then add on personalised services to your Home Broadband plan – like Foxtel Now (from $25/mth) or Kayo (from $25/mth), or a range of accessories and devices like Telstra Smart Wi-Fi™ Boosters (for $5/mth over 24 months, min cost $120).

We’re launching these new plans alongside our improved Telstra TV, too, which you can add to your Home Broadband for just $9/mth over 24 months (min cost $216).

We’ve learned a lot about how our Home Broadband customers use their services over our long history of providing connectivity to Australian homes. For example, on average households with Telstra Home Broadband use just over 200GB of data every month – and this number is on the rise too, up 10 per cent from just three months ago. We know your appetite for data is increasing, and we’ve redesigned our plans to suit your needs.

Here’s another fact we’ve learned: New South Wales uses the most data per household on average overall of any state or territory, but interestingly it’s Queenslanders in the suburb of Upper Coomera on the Gold Coast that consume the most data per household of any postcode – with a whopping 400GB used per month on average! Households in Roxburgh Park in Victoria, South Hedland in Western Australia and Andrews Farm in South Australia aren’t far behind, though, all using over 370GB per month on average.

We’re excited to give our customers more flexibility by simplifying our new Home Broadband plans, and we look forward to giving you the opportunity to add-on the extras you want, when you want them, with the convenience of a single bill.

Introducing a new Telstra TV and no lock-in Home Broadband plans

Things you need to know

nbn:nbn speeds not available on nbn Fixed Wireless. An nbn service can never go faster than the maximum line speed available at your premises.  Speeds vary due to in-premise set-up and wiring. Find out more about speeds on the nbn network with Telstra.

Telstra Smart Modem™ Gen 2: Mobile backup available to premises in 4G coverage areas. Check coverage at 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 TV®: You need a compatible TV with an HDMI port. A minimum internet speed of 3.5Mbps is recommended. Antenna required to access free-to-air channels in your area. Subscription and data charges apply. A $9.95 delivery fee may apply.

Calls: National calls to standard fixed line numbers excludes some usage such as calls to premium numbers (e.g. 19xx numbers) and 1300 numbers.

Plan changes: Customers can change to another plan within their plan range once a month while the plan range remains available to new Telstra customers.  You may be charged ETCs, or a separate monthly charge if you move from a plan that includes an add-on with a contracted minimum term to one that doesn’t.  Customers cannot move from an in-market plan to an out-of-market one.

Smart Wi-Fi Boosters: Telstra broadband service and Telstra Wi-Fi Modem required. Maximum of four per account. A $9.95 delivery fee may apply.

Unlimited data for more home broadband customers


Posted on September 4, 2018

3 min read

With more than two million Telstra customers now connected to the nbn network, Aussies are making the most of their fast connections by using more data than ever before.

When our customers move from ADSL onto the nbn network, their data use increases by almost 50 per cent on average as they stream, game, surf and work at home using the faster nbn speeds.

To support our customers’ growing online habits, over the past fortnight we’ve given another around 600,000 fixed broadband customers unlimited data allowances at no extra cost. If you’re one of these customers we’ll start letting you know from today. This follows on from the data boost to around three million customers last year.

Today we’ve also made our broadband packages with unlimited data more affordable than ever with the introduction of a new $89 home broadband plan which includes the Standard Plus speed tier for fixed nbn customers, a Telstra Smart Modem™ for customers connecting a new broadband service and unlimited standard calls within Australia (min cost $2,235 over 24 months).

With the data used on our fixed network increasing by around 40 per cent each year, NSW uses the largest share of the nation’s data downloads, consuming almost a third of the total amount of data used on Telstra’s fixed network.

The annual data used by NSW households is equivalent to watching Netflix in HD for about 23 million hours or 970,000 days.

On a per household basis, Territorians are the nation’s biggest data users with the average NT household using around 263GB each month.

South Australia’s Munno Parra takes the crown for the biggest data-using postcode in the nation with Telstra customers using an average of 331GB a month.

With the growth of 4K TVs combined with the faster speeds now available on the nbn, we’re watching videos in amazing quality and clarity – a much better entertainment experience than five years ago.

As most customers on our Standard Plus nbn plans now experience download speeds of 45Mbps (excluding Fixed Wireless customers and FTTN/B/C customers with limited line speeds), it makes sense that we’re seeing our customers use significantly more data at home once they move onto the nbn network.

To make sure the customer experience is as smooth as possible, in the past 12 months – along with providing data boosts – we’ve bestowed faster speeds to nearly 1.5 million customers, provided the Telstra Smart Modem to 500,000 customers and launched our nbn Satisfaction Guarantee.

Customers after a complete and comprehensive internet, entertainment and Telstra Smart Home solution, can now sign up to a Telstra Smart Home Control & Monitor Kit and $99 Unlimited Home Broadband and Streaming Bundle, and receive a bonus Google Home* (min cost $3,075 over 24 months).

Control devices plugged into your Smart Power Plug using your voice – plug in your lamps, hair straighteners, irons and cookers to have complete control using your voice via the Google Home Mini.

Check out our bundles page for more information on all our new bundles.

*Available to new & recontracting smart home & broadband customers. Offer available from 4th September 2018 to 29th October 2018. Terms and conditions apply. Find out more about our Smart Home kits here.

5 things you need to actually get work done at home


Posted on July 26, 2018

1 min read

Whether you’re a laptop-percher or prefer to park yourself in front of a garden window, flexible working arrangements allow you to get professional tasks done from the comfort of your favourite home position.

If you want to be productive going about your 9-to-5, there are few non-negotiables if you plan to actually avoid distraction and get some work done when #WFH.

Interior design and renovating gurus – and The Block’s husband-and-wife duo, Carlene and Michael Duffy – work from home. And with two busy professionals working under the one roof, a home office that functions properly and sets the couple up for efficiency is an absolute must.

Here, Carlene runs us through how they’ve set things up to ensure they’re always productive when working from home.