Telstra NBN Home Internet - Terms and Conditions Summary

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What is Telstra's home internet T&C's? Ever wished that there was an easier way to understand your ISP's terms and conditions? I have you covered.

Here is Telstra's T&C presented quick and easy, including NBN's speed information.

Monthly Charges:

  • Basic Plan: $80 per month
  • Essential Plan: $95 per month
  • Premium Plan: $110 per month

Monthly Data Allowance: Unlimited

Speed:

  • Basic Plan: Standard Evening Speed (for nbn network & Opticomm access network) or Fixed Wireless Standard Speed (for nbn Fixed Wireless)
  • Essential Plan: Standard Plus Evening Speed (for nbn network & Opticomm access network) or Fixed Wireless Plus Speed (for nbn Fixed Wireless)
  • Premium Plan: Premium Evening Speed (available on FTTP, HFC, FTTC, and selected FTTN and FTTB customers) or FTTP (for Opticomm access network)

Minimum Term: 1 Month

nbn™ Speed Information:

Telstra offers various speed tiers on its nbn plans. However, the actual speed you experience may be lower than the maximum attainable speeds due to several factors, which are outlined below.

Factors influencing maximum attainable speeds:

  1. Technology: The type of nbn connection technology used in your premises, such as Fibre to the Premises (FTTP), Hybrid Fibre Coaxial (HFC), Fibre to the Node (FTTN), Fibre to the Building (FTTB), Fibre to the Curb (FTTC), or Fixed Wireless (FW).
  2. Fixed line speeds: Factors affecting maximum attainable speed on FTTN, FTTB, FTTC, FTTP, and HFC connections include the length and quality of the copper lines, weather conditions, in-premises cabling, and electrical interference.
  3. Fixed wireless speeds: Factors affecting maximum attainable speed on Fixed Wireless connections include signal strength, line of sight to the tower, weather conditions, and network congestion.

Speed Tiers for nbn Fixed Line Technologies (FTTN, FTTB, FTTC, FTTP, and HFC):

Basic Speed:

  • Typical speeds: 12Mbps download and 0.8Mbps upload between 7pm-11pm.
  • Suitable for small households with 1-2 people using multiple devices, basic web browsing, social media, and streaming a single Standard Definition (480p) video.
  • Available on specific internet plans.

Standard Speed:

  • Typical speeds: 25Mbps download and 4Mbps upload between 7pm-11pm.
  • Ideal for small households with 1-2 people using multiple connected devices, simultaneous streaming of multiple Standard Definition (480p) videos, emails, web browsing, and social media.
  • Not available to most FTTN customers.

Standard Plus Speed:

  • Typical speeds: 50Mbps download and 17Mbps upload between 7pm-11pm.
  • Great for family homes with 5-7 people using multiple connected devices, streaming High Definition (1080p) videos, concurrent downloading and uploading of files, emails, web browsing, and social media.
  • Not available to most FTTN customers.

Premium Speed:

  • Typical speeds: 100Mbps download and 17Mbps upload between 7pm-11pm.
  • Perfect for large households of 6-9 people using multiple connected devices, simultaneous working or studying from home, serious gaming, concurrent downloading and uploading of files, emails, web browsing, and social media.
  • Available on specific internet plans and certain nbn connections only.

Superfast:

  • Typical speeds: 250Mbps download and 22Mbps upload between 7pm-11pm.
  • Amazing access for large households of 6-9 people using high-demand connected devices, simultaneous working or studying from home, serious gaming, concurrent downloading and uploading of files, emails, web browsing, and social media.
  • Available on specific internet plans and certain nbn connections only.

Ultrafast:

  • Typical speeds: 700Mbps download and 40Mbps upload between 7pm-11pm.
  • The fastest connection for large households of 6-9 people looking to get the most out of multiple high-demand devices, simultaneous working or studying from home, serious gaming with live stream capability, concurrent downloading and uploading of large files, emails, web browsing, and social media.
  • Available on specific internet plans and certain nbn connections only.

Note: The availability of speed tiers may vary depending on your location and nbn connection type.

Important Considerations:

Telstra will confirm your maximum attainable speed after connection for FTTN/B/C customers. If your line cannot.

Calls:

  • Local calls: Unlimited
  • National calls: Unlimited
  • Mobile calls: Unlimited
  • 13 calls: Unlimited
  • International Calls: 30 minutes to any country

What's Included:

  • Broadband internet & phone service on the nbn network or Opticomm access network
  • Standard Phone service
  • Standard Internet service
  • MessageBank®
  • Calling Number Display

Telstra Smart Modem:

  • Included for new Telstra Customers who stay connected for 24 months
  • If you leave within 24 months, return the smart modem or pay a $200 non-return fee

Service Information:

  • Telstra Smart Modem provides backup from the 4G mobile network
  • 4G backup is available in areas with 4G coverage
  • Mobile backup speeds are capped at 25Mbps for downloads and 5Mbps for uploads
  • Telstra does not support modems not supplied by them
  • Telstra Internet Optimiser is an optional feature included at no charge on eligible plans with a compatible modem
  • Directory Listing is available upon request for inclusion in the White Pages
  • Service availability is subject to qualification checks for your location
  • Access technology may change, and you must provide assistance for implementation
  • Broadband speeds vary based on technology, network capacity, setup, device connection, and number of users
  • Maximum line speed determines the fastest speed available at your premises
  • Speeds for nbn Fixed Wireless may be lower than other nbn access types
  • For more information on speeds, visit telstra.com/nbn-speeds-explained (for nbn) or telstra.com/opticomm-speeds-explained (for Opticomm)

Checking Services and Account:

  • Use My Account at telstra.com/myaccount or the My Telstra app to manage your services and account

Fair Use Policy:

  • Comply with the Fair Use Policy and use services reasonably and without fraud or detrimental interference
  • Telstra may take action, including service suspension or cancellation, for policy breaches

Satisfaction Guarantee:

  • If not satisfied within 30 days of connecting, notify Telstra for cancellation with no obligations
  • Refund of the first month's plan fee will be provided

Cancellation of Plan:

  • Plan can be canceled at any time by contacting Telstra
  • Service will be disconnected immediately upon cancellation
  • No refund for previous payments
  • Remaining hardware or accessories must be paid in full upon cancellation

Plan Changes by Telstra:

  • Telstra may make changes to your plan or move you to a new plan with notice
  • If changes have a significant impact on you, you can cancel the plan and pay out remaining costs

Information about Pricing:

  • Initial payment is required when starting the plan
  • Monthly plan charges are billed on the same day each month
  • Existing Telstra customers may have different payment arrangements
  • AutoPay is used for payment from credit/debit card or bank account

Charges for Additional Work:

  • Additional charges may apply for connection, maintenance, or repair work
  • Call Out Fee and Service Fee may apply
  • Charges for materials used may apply

Help and Complaints:

  • Visit Telstra.com/contactus for support options
  • Complaints can be made at telstra.com/complaints or by contacting the Telecommunications Industry Ombudsman

This is a summary. For full legal terms, refer to telstra.com/customer-terms.