Competitors are offering me more data allowance for less money, why should I choose Telstra?
Why didn’t you release Unlimited home broadband data on 31 October 2017 with your new bundles?
We wanted to make sure we had the systems and training in place to ensure we could provide unlimited data allowance to existing as well as new customers. We made the decision to hold the launch to provide a consistent experience for all of our customers.
Will customers who signed up to new bundles since 31 October be able to switch to a bundle with Unlimited home broadband data?
Before Christmas, any customer on a Home Internet Entertainment or Entertainment Plus Bundle for $99/month and above will be provided with Unlimited home broadband data. We’ll contact you to let you know when your service has been upgraded.
How will Unlimited data be added to my account? Do I need to do anything if I am eligible?
If you are eligible to receive unlimited home broadband data in your bundle, it will be added to your account automatically. You don’t need to do anything to have the unlimited broadband data added to your account and we’ll contact you to let you know when your service has been upgraded.
What is your Fair Use Policy for customers with unlimited home broadband data included in their bundle?
Our Fair Use Policy for bundles that include unlimited home broadband data states that you must not use the unlimited home broadband data in an unreasonable or fraudulent manner or in a way that detrimentally interferes with the integrity of the network. We may take action if you breach the Fair Use Policy, including suspending or cancelling your service. The policy brings together existing requirements in Our Customer Terms so that customers can more easily understand what types of usage are not permitted as part of our standard terms and conditions.
Is there a contract involved and will I incur fees if I want to cancel early?
Unless you choose to take up your Bundle on a casual plan, you will enter into a 24 month contract. If you choose to cancel your Bundle or one or more of your Home Phone or Home Broadband services, then you will need to pay an Early Termination Charge (ETC).
What happens at the end of my 24 month contract?
Your Bundle will stay connected at the standard monthly price. You will move to a month-to-month rolling contract unless you cancel.
What fees do I need to pay if I am recontracting on to a new bundle?
A delivery fee may apply for recontracting if you are taking up additional hardware such as a modem or Telstra TV.
Will I be able to keep my old discount and/or $0 data pack if I sign up to one of your FY18 Telstra Home Internet Bundles?
No, your old discount and/or $0 data pack is not compatible with our new Home Internet Bundles and will be removed if you choose to proceed.
If the nbn™ comes to my area, will I have to pay any additional fees?
Usually nbn co does not charge for standard installation of nbn co equipment. However, if you are in a new development that has never connected to the nbn network, nbn co will charge a once off $300 New Development Charge. If you want an additional connection to the nbn network requiring installation of additional nbn equipment, nbn co will charge a $297 Subsequent Installation Charge. If any of these additional nbn co charges apply, we will let you know and include them on your bill. Don’t forget that your Bundle is nbn ready, so you won’t need to recontract to migrate to the nbn to keep using your Bundle.
Is there a Pensioner Concession on connection charges?
Eligible Pensioner Concession Card holders receive a $40 discount off the Connection charge, meaning that you will pay only $59 for the connection of a Home Phone and/or Home Broadband service in a Bundle. Pensioner Concession holders can also have a Standard Professional Installation at no extra cost on top of the $59 Connection charge.
What connection charges do I have to pay if I’m a Medical Priority Assist customer?
If you have Medical Priority Assist and are new to NBN or migrating to NBN, you will need to pay a $99 Connection charge, but we include Standard Professional Installation at your premises at no extra cost.
All other technology types will need to pay a $99 connection charge plus $240 professional install.
What fixed broadband speed can I expect on the nbn network, and can I increase my speed?
Your maximum line speed is determined by the type of technology that nbn co makes available at your premises. This is the same, regardless of which service provider you choose. Even if you choose a higher speed tier or purchase a speed boost, your nbn service can never go faster than the maximum line speed available at your premises. This is particularly relevant to those customers who will be connected by Fibre to the Node (FTTN) or Fibre to the Building (FTTB), which is why Premium Evening Speed tiers or Boosts are not available at the time of initial sign up. You might be given the option to purchase a Premium Speed Boost later, once we have proactively monitored your maximum line speed over the first month.
You can find out more about speeds on the nbn network here.
Why will I only receive basic evening speeds if I sign up to the Home Internet Starter Bundle?
We wanted to design a Bundle that would suit our Senior customers at a great price. We found that it was more important for these customers to have all their standard calls in Australia included in their Bundle than a higher speed tier on the nbn network. Customers who do want faster nbn speeds can add a Standard Evening Speed Boost to their Bundle, which provides typical minimum speeds of 15Mbps between 7pm-11pm for a great price of just $5/mth. For FTTN/FTTB services, actual speeds and Speed Boost eligibility will be confirmed following activation.
Are the Foxtel Now inclusions on the Telstra TV stackable with other Foxtel Now promotions from Telstra?
Yes you can stack Foxtel Now packages, to enjoy up to 5 starter packages at once. You cannot extend the length though.
Why aren’t calls included in your Bundles?
We are giving you the flexibility to only pay for the calls you make or the flexibility to add a great value calling pack that suits your needs. You can purchase our Australia Ultimate Calling Pack, which includes unlimited local, standard national and Australian mobile calls for just $10/mth. If you make international calls, then you can purchase our International Ultimate Calling Pack to receive unlimited calls to home phones in 35 countries, unlimited calls to mobiles in 17 of these countries and discounted call rates to another 37 countries, all for just $15/mth.
What will happen to my bonus data after 24 months? Will I have to pay for it?
No, you won’t have to pay for your data after the 24 month contract period. You will keep your bonus data for as long as you stay on an eligible bundle, and it won’t drop off after 24 months automatically.
Can I keep my bonus data if I change bundles?
No, you won’t be able to keep your bonus data if you change to an ineligible bundle. However, if you move to another bundle with bonus data during the offer period you will receive the bonus data that is included in that plan size.
Will my data allowance be metered if I use Foxtel, Foxtel Go or Telstra TV Box Office?
No, even if you are not on an unlimited data plan, your data allowance will not be metered when you use Foxtel from Telstra, Foxtel Go and/or Telstra TV Box Office while you are connected to your Telstra Home Broadband service.
I need more data this month, but should be ok with my Bundle’s normal data allowance at other times. Can I add a data pack for one month only?
As part of your Bundle, we include 3 free data tops-ups each year, so you can top-up your allowance for the remainder of your billing cycle when you need it, such as during school holidays or when family or friends come to stay.
If I upgrade to the Telstra Gateway Frontier modem, do I also receive the standard Telstra Gateway modem as well?
No, you will only receive the Telstra Gateway Frontier, as you are only paying the difference between receiving the Telstra Gateway and the price we charge for the Telstra Gateway Frontier when you upgrade.
Does my address need to be serviceable by a particular level of mobile coverage if I choose to purchase the Telstra Gateway Frontier modem?
The Telstra Gateway Frontier is available to premises in 4G coverage areas. The mobile back-up will not work if your address is in an area that only has 3G. Check coverage at telstra.com/coverage. It is also only available to premises with an installed and serviceable broadband line.
Why should I upgrade to the Telstra Gateway Frontier?
Can I use the Telstra Gateway Frontier if I’m a Velocity customer?
Unfortunately the Telstra Gateway Frontier does not currently work on the Velocity technology type. In the interim, while we work to make the Telstra Gateway Frontier compatible with Velocity, those customers with a Home Network Gateway included in their bundle can use a Telstra Gateway as their modem.
What will my first bill look like and will I have to pay pro-rata?
Yes, you will most likely have to pay pro-rata based on the number of days left in your first billing period. In addition, your first bill will include your monthly Bundle charge, a $99 Connection charge (if applicable), $25 for your Foxtel Self Install Kit (if applicable) and any HROs and/or outright purchases.
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