I recently upgraded to the unlimited NBN plan which online summary indicated indicated Gen 2 Router with 4G backup was included however the CIS received from Telstra made no mention of this. Is the Gen2 modem only included for new customers or should I expect to receive one from Telstra?
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You will have to ring support or use the online chat https://www.telstra.com.au/chatnow/landing but from my on and others experience changing plans does not entitle you to an new modem if you already have a NBN compatible modem.
The plans do that under what is included
Telstra Smart Modem™ Gen 2 With 4G mobile network backup to help you stay connected. Included in the monthly price for new Telstra customers who stay connected for 24 months