An important safety update for Telstra Velocity customers
We’ve identified that some Telstra Velocity customers are using an uninterruptible power supply (UPS) with their service. If you’re using this power supply unit, there is a chance it may be degraded, and it could overheat.
Telstra Velocity supplies broadband internet, phone, and possibly subscription and Free-to-Air TV services.
What do you need to do?
If you’re using the UPS (Photo 1 below) we need you to switch it off at the power point. You need to call us on 1800 136 691 to arrange a technician to come to your property to remove it. We can arrange alternative services for you to use while you wait for the appointment.
If you don’t have a working mobile phone you can use to contact us, please call us on 1800 136 691 before you unplug the power supply unit.
If you’re using a personal medical alarm that is linked to your Telstra Velocity service, please do not unplug it. Call us on 1800 136 691 so we can discuss your options.
How to unplug the UPS
The UPS (Photo 1) will be connected to your indoor ONT (Optical Network Termination) unit (Photo 2). They may be plugged into a wall somewhere inside your property or stored inside a cupboard. (Photo 3) In large buildings, they could be stored in a central comms room.
If you're using Velocity for internet, the UPS and ONT are different to the modem that supplies your Wi-Fi.
To unplug the unit:
- Turn off the power point and remove the UPS plug from the wall socket.
- Pull out the cord connecting the UPS to the ONT. (See photo 4 for instructions)
Contact us to arrange a replacement power source
If you’re using the UPS in Photo 1, please call us on 1800 136 691 to arrange an appointment for a technician to attend and replace it with an alternative power supply.
It’s important that you switch off the power point and unplug it from the wall. When you unplug the power supply unit, you may lose your phone and internet service as well as your Foxtel and Free-to-Air TV services.
If you’re unsure if you’re using the UPS or if you have any questions, please call us on 1800 136 691.
Photo 1) The uninterruptable power supply (UPS)
Photo 2) Indoor ONT (Optical Network Termination) unit
Photo 3) Indoor ONT (Optical Network Termination) unit and UPS stored inside a cupboard
Photo 4: How to unplug the UPS
If you locate the indoor ONT (Photo 2) and it is attached to one of the cords in the following photos, you can continue to use it as normal. There is no need to contact us.
Why can’t I keep the UPS I currently have?
If you have an older UPS unit, there’s a chance it could overheat. For safety reasons, we want to remove it for you to avoid this happening.
Is there a risk to my safety if I keep this on my property?
Depending on the age of the UPS, there is a chance it could overheat. We want to remove it for you and replace it with an alternate power supply.
You should unplug it from the wall to make sure it’s safe. When the tech visits, they’ll remove it safely for you.
Has the UPS caused any fires or injuries?
We are not aware of any fire incidents or injuries to customers.
The unit looks discoloured / damaged.
If the item looks damaged, make sure it’s been unplugged from the power source and call us on 1800 136 691 so we can send a technician to remove it.
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