We want to make sure you’re getting the most out of your nbn™ broadband service so we’ve undertaken a review of the internet speeds you’re receiving on the nbn. We’ve identified the nbn network connection at some premises is not capable of supporting a Speed Boost so we’ve contacted you to let you know that we’re moving you to the highest speed tier that the nbn network can deliver at your home or business.
What is a Speed Boost? A Speed Boost is an add-on for your nbn broadband service, which increases the maximum speeds of that service. There are two Speed Boosts generally available on the nbn network: Very Fast Speed Boost and Super Fast Speed Boost.
Why has my Speed Boost been downgraded? We want to make sure you’re receiving the internet speeds that you expect and are paying for. We’ve identified the nbn network connection at your premises is not capable of supporting the Speed Boost on your service so we’ve moved you to the highest speed tier that the nbn network can deliver at your premises.
While many customers moving to the nbn network will be able to attain speeds into their premises within nbn co’s Speed Boost tiers, underlying network factors mean some customers will see lower top speeds. For instance, if you’re located a long way from an nbn node you will see lower top speeds than people situated very close to a node; or if your in-premise cabling is degraded this may reduce your internet speeds. It’s not possible for us to know the speeds you’ll attain at your home or business until a service is connected. While our network data shows your service cannot support the top nbn speed tier, we’ll continue to deliver the best speeds that your service is capable of.
I want a faster speed, what can I do? There are some troubleshooting steps you can undertake that may help to improve your speed experience
1. Check that you’re using a Telstra Gateway. If you’re using a different gateway or modem to the model provided by Telstra it may impact your ability to access the fastest speeds offered by a Speed Boost.
2. Consider eliminating in-premise or neighbouring Wi-Fi issues by directly plugging your primary device into the Telstra Gateway via an Ethernet cable.
3. Consider reducing any telephone or data wiring down to a single access point to maximise the line quality to that socket. Unused phones and devices like fax machines plugged into your old sockets in your home or business can introduced interference that degrades speeds and causes internet drop outs.
How did you calculate my credit? If you were paying for a Speed Boost but could not consistently access the speeds expected, we’ve reimbursed any charges incurred to date. If you were moved to a lower Speed Boost we’re reimbursing the difference in cost between Speed Boosts. If no Speed Boost options are available at your premises we are reimbursing all of your Speed Boost charges.
Would I be able to receive a faster speed with another provider? These elements will remain the same even if you change providers. The speed of your service may be affected by a number of factors including distance from the nbn node, in-premise cabling or the performance of the line, which we cannot influence nor predict prior to your service being switched on.
What is the difference between download speed and upload speed? Download speed is the rate at which data is transferred from the internet to your device and upload speed is the rate at which data is transferred from your device to the internet.
How do I know which is more important to me? If you need to upload a lot of data online from your internet connection then upload speed may be more important. If you are more likely to download information off the internet, download speed would be more important to you.
I’m not happy, I want to disconnect? The speed of your service may be affected by a number of factors including distance from the nbn node, in-premise cabling or the performance of the line, which we cannot influence nor predict prior to your service being switched on. These elements will remain the same even if you change providers.
I’m still not happy, I want to complain. If you’re a consumer customer, please call us on 1800 236 459 Monday to Friday between 9am and 5pm AEST and we’ll try to help you. If you’re a business customer, please call us on 1800 639 070.