nbn FAQs

If you need to change your plan when you transition to nbn, all our in-market plans are now offered month to month, with no lock in contracts.

If you require a new modem as part of your transition, we provide these at no charge, provided you remain connected for 24 months. If you decide to disconnect before the 24 months has ended, there are no charges to cancel your plan, however, you will be required to pay out the remaining charges for your modem.

In most cases there will be no cost incurred to transfer your existing home phone / internet service to the nbn. 

The speed provided on current plans if often adequate for customers to utilise their services to full capacity.

Depending on the plan will depend on the speed tier provided.

It will also be dependent on the maximum achievable speed that is able to be reached, which will vary from each property/customer. 

nbn25, nbn 50 and nbn100 all relate to nbn speed tiers that nbn can provide. Speed of a service will vary depending on the layout of the home, how many devices are linked to the modem over Wi-Fi. Speed will also vary depending on the time of day the service is utilised especially during peak periods (7pm-11pm).

nbn 25 (standard Evening Speed) available across all nbn technology types. Suitable for 1-3 people online at the same time on multiple devices.

nbn 50 (Standard Plus Evening Speed) or fixed wireless plus (FW only) available across all nbn technology types. Suitable for 3-6 people online at the same time on multiple devices.

nbn 100 (Premium Evening) only available to FTTP and HFC customers. Suitable for 6-9 people online at the same time on multiple devices. 

Currently, we only offer our Premium Evening Speed Boost for FTTP and HFC customers. Through proactive checks conducted on other nbn technology types (FTTN/FTTB/FTTC), we've discovered that they may be unable to get the full benefit of our Premium Evening Speed Boost.

nbn Fixed Wireless delivers our Basic Evening Speeds and Fixed Wireless Plus.

If you exceed your allocated data for the month, you will still be able to use your service but it will be slowed down. There are no additional charges for going over your data.

This is dependent on the amount of data you have allocated from your plan each month. It also depends on how much streaming you are doing, and the quality of the content being viewed (SD, HD, 4K). 

No, you won’t be charged. However, speeds may be capped if it’s determined the Telstra Acceptable Use Policy is not being followed.  

To get connected to the nbn can take from one day to up to six weeks depending whether you can just plug in your modem, or if any  cabling work is required and availability of technicians.

When you transition your existing service to the nbn, the disconnection from the old network and the connection to the new nbn network happens simultaneously. In most cases you will not be without a service, but our Telstra Smart Modems have a backup mobile service in case of any downtime.

Yes, you can keep your existing telephone number. If you are moving homes, standard conditions apply about moving from one exchange to another. 

It will depend on the type of installation you require. This will be discussed with you when you place your nbn order.

If you have a compatible nbn modem, you will not need a new modem. Our ordering system will determine whether a new modem is required or not.

Yes, if you meet the eligibility criteria for our self-installation option. 

Telstra have 24-hour technical support as well as online resources available, should there be issues completing the self-installation and getting services connected. 

For $240 a professional technician will come to your house to connect your devices and services to the nbn.

Just like electrical cabling, broadband and phone cabling should be factored in at the blueprint phase, and we encourage you to talk to your builder about nbn cabling before any walls go up. In new developments, builders are tasked with installing internal customer wiring for telephone, data and other services like power circuits. For new residents, it’s important to decide where internet-connected services will be used in the home in order to locate Wi-Fi hotspots and wired access points.

Yes you can. You can visit a Telstra store for expert advice on best practice cabling, or even just to understand your options. Telstra staff and technicians have been gearing up for the launch for several months, receiving special training to help residents transition to the nbn.

It’s easy. To check if your estate is nbn Ready, head to telstra.com.au/nbn and type your address into our interactive nbn rollout map. Alternatively, you can call 1300 878 673 (1300 TSTORE).

You can place an order with Telstra at our store well before you move into your new home, allowing you to receive the benefits of the nbn from the first day you move into your home. Alternatively, you can head online to www.telstra.com.au/broadband/home-broadband/nbn/ or call 1800 993 728.

Don’t be too reliant on Wi-Fi. While having a wireless network is great, you’ll get a faster and more consistent connection through a data point in your house. This is particularly important when it comes to TV and entertainment systems, as well as computers. With the explosion of HD content and Smart TVs, having a data point free will ensure your house is future-proofed.

Many homeowners now have multiple devices running in their home at any one time, so it’s important to understand that there are a number of products on the market that will eliminate Wi-Fi blackspots and ensure you have the flexibility to use your devices wherever you want. For more information, head to your local Telstra store, www.telstra.com.au/broadband/home-broadband/nbn/ or call 1800 993 728.

Fact: Telstra’s prices for nbn services are no more expensive than our prices for other, comparable internet services.

Fact: In areas where the nbn fibre network is being deployed the copper network will be shut down after an 18 month transition period which starts when the area is declared ‘ready for service’ by nbn Co. If you don’t elect to move to the nbn during the 18 month period, you will lose access to fixed line services at that time.

Fact: With Telstra, there is no charge when you go over your data limit, however you’ll know when you’ve exhausted your data allowance as your internet speed will slow to a crawl, and like most service providers, we’ll let you know.

Fact: Mobile broadband is getting faster, but with the currently available technology, there are no mobile broadband speeds that compare to the fastest speeds you can get on fibre. Mobile broadband does have other advantages though – such as being able to take it with you so many people have both.

Fact: The existing copper network that your fixed broadband plan exists on is being retired, which means you’ll need to switch over to an nbn plan. The good news is that we aim to move our customers across to similar bundles and phone plans on the nbn that are of comparable price, but a better service.

Fact: You don’t have to change your phone number. It remains the same, although standard provisos about moving from one exchange to another apply if you’re moving homes.

Fact: Remember the old dial-up days, when you could wait hours for something to download? Our customers tell us once you’ve tried the superfast connection, you’ll wonder how you survived without it.

Fact: nbn Co is responsible for the roll out of the nbn and is an entirely separate, independent government organisation providing wholesale services to retail providers like Telstra.

Fact: An nbn connection involves two installation appointments – one with nbn Co, and one with your service provider. With Telstra as your service provider, a skilled technician will help from start to finish, co-coordinating both of the connection appointments and making the transition to the new network as easy as possible.

Every home is different, and we advise people to allow 4 hours for the second appointment, so our technician can connect up devices such as a T-Box and T-Hub, configure your email, show you how to connect other internet enabled devices, such as personal notebooks and tablets and demonstrate how Telstra services like BigPond Security and BigPond Movies perform.

Fact: Your email addresses and other information are housed with your service provider. The nbn changes the way your service is delivered but won’t change what you do online.