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Not all nbn providers are created equal

nbn

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.

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

Devices

Posted on May 7, 2019

4 min read

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.

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.

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 $192 outright, or $8 per month for 24 months per Booster when you maintain an Internet plan with us. Minimum cost is $192 + 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.

Tags: nbn, Wi-Fi,

Your satisfaction guaranteed on the nbn

nbn

Posted on April 11, 2018

2 min read

Our new nbn Satisfaction Guarantee is all about giving customers peace of mind when they sign up with Telstra on the nbn network.

How does the Guarantee work?

The nbn Satisfaction Guarantee is simple – If you’re not happy with your nbn service within 30 days of connecting, let us know and we’ll give you the freedom to leave without penalty as well as refunding your first monthly plan fee and any hardware repayment costs.

While we know the majority of our customers have a smooth transition to the nbn network and are happy with their service, we’re always focused on improving things to make sure our customers enjoy the best experience possible.

A number of recent improvements for our broadband customers have added to our confidence in the reliability of our nbn service.

More for your money

We’ve provided larger data allowances and a higher speed plan for existing customers at no extra cost to make sure our broadband services are keeping up with the changing way Australians are using the internet.

Late last year we gave our broadband customers a major data boost with the introduction of Unlimited data bundles.

We’re also currently in the process of upgrading the speeds of almost a million nbn customers to the Standard Plus Speed tier.

Innovative and reliable in-home Wi-Fi solutions

The type of hardware you have and where it’s placed can make a huge difference to your broadband connection.

More customers than ever will receive the Telstra Smart Modem, which includes mobile backup, to help them get connected faster and stay connected more often.

For customers with larger homes, the Telstra Smart Wi-Fi Booster will provide a strong and reliable Wi-Fi connection to more areas around the home or office that a standard modem’s Wi-Fi signal can’t reach.

Find out more about our nbn Satisfaction Guarantee.

Tags: nbn, networks, Wi-Fi,

Better home Wi-Fi coverage with our new Smart Wi-Fi Booster

Smart Home nbn

Posted on April 9, 2018

3 min read

With the nbn now available to more than six million homes and businesses, the number of connected devices we use continues to grow. Aussies expect to be able to get online anywhere – even in surrounding properties like yards, garages, and bungalows.

The Telstra Smart Wi-Fi Booster has been tailor-made for our customers to help bring a strong and reliable Wi-Fi connection to more areas around the home or office that a standard modem’s Wi-Fi signal can’t reach.

At my house, we’ve always struggled to get a Wi-Fi signal in the front bedroom from the modem set up towards the back of the house. With the Smart Wi-Fi Booster, I’ve now got full coverage in the front room for the first time.

Stronger connections

Using the latest Wi-Fi technology, the Smart Wi-Fi Booster essentially acts like a second modem: if you’re browsing the web or making a call over Wi-Fi while moving around the house, it will automatically switch to the stronger Wi-Fi source.

The seamless transition between boosters is a key advantage over existing Wi-Fi extenders that require you to manually choose which Wi-Fi point you want to connect to or wait for the signal to drop completely before switching over to the extender.

The drop in service is enough to cut a call using Voice over Wi-Fi or Skype, make websites much slower to load and causing videos to buffer. With Telstra Smart Wi-Fi Booster, you can do all of these things with fewer interruptions in more places.

Smart placement

You can also improve your in-home Wi-Fi coverage significantly by knowing where to place a booster.

We’ve found many of our customers naturally want to place a booster at the edge of their Wi-Fi coverage, but in reality, placing it where coverage has just started to drop off but is still relatively strong can provide a much better overall experience.

Easy setup and interconnected devices

As smart home technology grows in popularity, the Telstra Smart Wi-Fi Booster will also help connect smart devices to Wi-Fi that may not have reached before like an outdoor camera or a motion sensor in the garage.

To help make this easier, we’ve updated our free Telstra Home Dashboard app (iOS/Android) which walks you through a few simple steps to find the best areas in your home to set up the booster.

The Smart Wi-Fi Booster comes in a pack of two with:

  1. one booster connected to the modem, and
  2. booster two placed in another area of the house where the Wi-Fi signal starts to drop off.

You can purchase the Telstra Smart Wi-Fi Booster online for $180 outright or $7.50/month over 24 months, and in Telstra Stores nationwide.

Tags: nbn, Wi-Fi,

The technology behind Perth’s newest stadium

Business and Enterprise

Posted on March 23, 2018

3 min read

Perth is now home to one of the world’s most connected stadiums, changing the way fans experience major sporting events. John Khoury, our Director of Business Services, shares how Telstra, as lead ICT sub-contractor under construction contractor, Multiplex, has been instrumental in bringing world-class technology to the West.

Have you ever been at an Eagles versus Dockers derby only to miss out on a game-changing goal because you were stuck in line on a food run for your mates? Or have you tried to livestream your reaction to a questionable umpire decision at the same time as thousands of others – and your post goes nowhere?

At Perth’s new stadium, fans will enjoy a new kind of experience thanks to its world-class technology. This technology forms the nerve centre of the stadium, and controls connectivity throughout the venue – including to one of the biggest integrated LED sports lighting systems in the world.

Live match video and broadcast programming is delivered via Telstra’s tried and tested venue-grade IPTV service across 1,000 television screens throughout the stadium – so you’ll never miss out on the action when you need to step away from your seat.

Fans will be able to access the free public Wi-Fi so they can stream content to their device and keep friends and family updated on social media. We’ve installed one of the largest networks of Wi-Fi access points in any Australian stadium so anyone attending a match or concert will be able to connect once they’ve walked through the gates.

The technology we have integrated has future-proofed the stadium for the people that will enjoy it in years to come by providing a foundation for the venue’s operator and other service providers to add new applications and services.

We’re excited by this new stadium, created for fans in Perth and those who visit from around the country and beyond. It took more than 11,000 hours over a two-year construction period for our team to install all the tech behind the scenes, and we really have been able to deliver on the commitment to create a stadium that puts fans’ experiences front and centre.

Our involvement by the numbers:

  • 200 switches form the nerve centre of the stadium and control connectivity throughout the venue for over 5,500 field points.
  • More than 1,400 wireless access points provide the high-density Wi-Fi solution.
  • Our team spent more than 11,000 hours onsite over a two year period.