jtdt
Level 2: Rookie

NBN no new modem router for existing customers

I am a long term Telstra ADSL customer. 

Today I placed an order for NBN and read that new customers get the latest modem router BUT not for me. 

It appears Telstra only looks after new customers and leaves loyal ones out in the cold. 

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9 REPLIES 9
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: NBN no new modem router for existing customers

If your modem is not NBN compatible you should get a new modem.

 

NBN compatible modems are:

F@st5355

TG799

TG800

DJN2130

DJA0230

DJA0231

LH1000

 

New customers don't get the modem free. It cost $216 but they don't have to pay this upfront. The price reduces by $9 each month the new customer remains connected. If they leave Telstra in the first 24 months they have to pay the outstanding cost of the modem.

jtdt
Level 2: Rookie

Re: NBN no new modem router for existing customers

Hi cf4, thanks for your reply, but I don't think you get my point. 

I said new customers get the latest modem router BUT not existing loyal ones. 

I want the latest modem router whether or not my existing one works with NBN

Telstra looks after new customers but not old ones

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: NBN no new modem router for existing customers

You can still order a new modem and pay it off over 24 months ($9 per month). If you decide to leave Telstra during that time, you just need to pay out the remaining amount.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
jtdt
Level 2: Rookie

Re: NBN no new modem router for existing customers

Let me get this right. 

Say I was a new customer to Telstra and ordered the $90.00 per mth plan and received a new modem router, is the $9.00 per mth for modem covered in the $90.00 or would the mthly charge be $99.00?

Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: NBN no new modem router for existing customers


@jtdt wrote:

Let me get this right. 

Say I was a new customer to Telstra and ordered the $90.00 per mth plan and received a new modem router, is the $9.00 per mth for modem covered in the $90.00 or would the mthly charge be $99.00?


@jtdt As @cf4 has stated above. The new customer doesn't pay for the modem up front. But he does have to pay $9 for each month left of the 24 months if he/she leaves early.

 

When I went from Telstra ADSL to the NBN the modem was part of the deal provided I didn't leave in the first 24 months. I only would've payed $99 if I decided (Which I did) to get the TTV which is an extra $9 a month for 24 months. 

 

If I left, I would have to pay $18 (Modem + TTV) for each month left of the 24 months.

 

The reason why they say for new customers is if you decided, as a current customer,  to change your Telstra plan after the 24 months then you wouldn't need a new modem. An existing customer only gets a new modem if their current one is not compatible with the NBN.

 

The new customer would most likely need the new modem, even if they were already on the NBN, because the plans also includes the home phone, and you need a Telstra modem to access that.

 

To add even more confusement to the discussion is now there is no longer contracts. So you are free to move up/down in your plan, but incur further charges if you decide to get a TTV (At $9 a month until paid).

Footnote: I dont work for Telstra, I just try to help out fellow Telstra customers.
jtdt
Level 2: Rookie

Re: NBN no new modem router for existing customers

So as you say a new customer gets a new latest modem in the $90.00 mth plan and if they leave before 24 mths they pay bal owing on modem.

OK, I am a current customer who has signed up for the NBN $90.00 mth plan and will stay with Telstra for at least 24 mths  BUT will not be offered a new latest modem to replace my 4 yr old at least modem.

Why can't anybody understand what I am trying to say. 

I will pay $90. 00 mth nbn incl home phone BUT get NO updated modem.

I this case new customer = new modem, old customer = NO NEW modem

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: NBN no new modem router for existing customers

We understand perfectly. You have a 4+ year old Telstra modem that is already NBN compatible. 

 

As you are an existing customer with a compatible modem, Telstra won't just give you a new modem as you already have one that satisfies the requirements for an NBN connection. 

 

If you were a new customer, they would give you one so that you could connect to the services provided by your plan. 

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: NBN no new modem router for existing customers


@jtdt wrote:

So as you say a new customer gets a new latest modem in the $90.00 mth plan and if they leave before 24 mths they pay bal owing on modem.

OK, I am a current customer who has signed up for the NBN $90.00 mth plan and will stay with Telstra for at least 24 mths  BUT will not be offered a new latest modem to replace my 4 yr old at least modem.

Why can't anybody understand what I am trying to say. 

I will pay $90. 00 mth nbn incl home phone BUT get NO updated modem.

I this case new customer = new modem, old customer = NO NEW modem


@jtdt What modem model number have you currently got? If it doesn't have 3G/4G backup then you might be able to get a new one?

 

Best thing to do would be to call 13 22 00 and say "Disconnect" between 9am and 9pm (M-F) you should get through to a specialised disconnection team in Adelaide. You can then make it clear to them that unless you get a new modem you will churn away. They are very helpful people, and can do far more than just talking to normal support.

 

Originally when I moved from ADSL to the NBN the model of the modem (Forget what it was called) didn't have 3G/4G backup, nor did it have the 4 gigabyte ethernet ports, which I was more in need of. So I had to go through disconnections to the the better modem (Frontier it was called then). I was fully prepared to churn away if I didn't get it, but the guys in Adelaide were able to offer me the upgraded modem. They also included unlimited calls, which now is the norm.

 

Let us know how you got on? :-)

Footnote: I dont work for Telstra, I just try to help out fellow Telstra customers.
jtdt
Level 2: Rookie

Re: NBN no new modem router for existing customers

Hi Ozmoz, 

thanks for your suggestion, I will give it a go and report how I went in due course. 

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