CrowdSupport®
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Level 1: Cadet

Upgrade to NBN Unlimited plan

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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4 REPLIES 4
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Level 23: Superhero
Level 23: Superhero

Re: Upgrade to NBN Unlimited plan

Generally new customers or customers that don't already have a Smart Modem.
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Level 1: Cadet

Re: Upgrade to NBN Unlimited plan

Thanks for the response, I only have the standard NBN modem supplied when I originally switched to the NBN. I am assuming that this is not smart modem and therefore should be receiving a new modem. Is there a way of checking without sitting in a call centre queue for a hour or so?
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Level 1: Cadet

Re: Upgrade to NBN Unlimited plan

I should add I have FTN
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Upgrade to NBN Unlimited plan

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

https://www.telstra.com.au/internet

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