Telstra Wireless Hotspots

Help/FAQ

To make it easy for you to use Telstra Wireless Hotspots, listed below are frequently asked questions that will help you connect to the Telstra Wireless Hotspot service.

If you need help setting up or connecting to your organisation’s VPN (virtual private network) to access your corporate network or Intranet, please contact your IT Administrator for assistance.

If you require additional help in accessing a Telstra Wireless Hotspot, please call 125 1111 for Telstra mobile, credit card, PhoneAway and Telstra Wireless Hotspot Pre-Paid/Telstra Wireless Day Pass card assistance. If you are a Telstra BigPond® customer please visit www.bigpond.com or call BigPond Technical Support on 133 933.

If you need help or information regarding billing or pricing, please contact 125 111.

Frequently Asked Questions

If you are a Telstra BigPond customer please visit http://www.bigpond.com/internet-plans/additional/wifi/ for more information.

1. How do I access the service and login?

The first step in accessing the service is visit a Telstra Wireless Hotspot. View the locations. You then simply:

    • turn on your laptop, PDA or WiFi enabled device and enter "Telstra" as the name of the relevant network (ie enter Telstra as the "SSID");
    • authenticate your service by entering either of the following:
      • Telstra Mobile service number (for Telstra Mobile Post-Paid customers)
      • PhoneAway number (Fly Buys customers excluded)
      • Telstra Wireless Hotspot prepaid card number
      • Telstra Wireless Hotspot Day Pass card number
      • Telstra Mobile Broadband PC Pack service number (for Telstra Mobile Broadband PC Pack subscribers)#
      • Telstra BigPond Username and Password (visit http://www.bigpond.com/internet-plans/additional/wifi/ for more information); or
      • an approved credit card number.
    • read and accept the terms of the Telstra Wireless Hotspot service.

You are then able to use the Telstra Wireless Hotspot service. If you are a Telstra post-paid mobile customer or a Telstra Mobile Broadband PC Pack# subscriber, you will also receive:

    • a password as part of your log-in process; and
    • after logging out of your Telstra Wireless Hotspot session, a SMS setting out the duration of and approximate charge for your log-in session based on the charges that apply for one log-in session at a time.

For more detailed instructions on how to access the Telstra Wireless Hotspot service, please see the Wireless Hotspot site home page.

2. How do I connect to a Telstra Mobile Broadband PC Pack monthly plan?

PC Pack plans are not available for new connection or re-contract from 22 February 2007

3. What computer hardware do I require, and where can I get it?

Most Windows* based PCs and Laptops support Wireless LAN. For example:

  • Windows 98
  • Windows 2000
  • Windows ME
  • Windows XP
  • Pocket PC 2002 etc

You also require a Wireless LAN access device (IEEE802.11b or IEEE802.11g standard) to use the Telstra Wireless Hotspot service. In most cases, this will be a PCMCIA/Wireless LAN card which you simply attach to your laptop upon entering a Telstra Wireless Hotspot. Alternatively, some of the newer laptops are sold with Wireless LAN capabilities built in.

It is your responsibility to purchase all necessary hardware to use Telstra's Wireless Hotspot service. Wireless LAN access cards can be purchased at selected Telstra Shops, on-line or at various computer stores or other suppliers.

4. Do I need to download any special software?

No special Wireless LAN software is required to support the Telstra Wireless Hotspot service. All you need is the Windows based software set out above, and an appropriately installed internet browser.

How do I pay for the service?

View Telstra Wireless Hotspot pricing.

You can pay for the Telstra Wireless Hotspot charges using the following methods:

    • Using your Telstra Mobile (post-paid ) GSM /3G or CDMA service. You can choose to access the service one log-in session at a time. The cost of using Telstra Wireless Hotspot will be added to your Telstra mobile phone bill; or
    • Using your Telstra PhoneAway (Fly Buys customers excluded), or Telstra Wireless Hotspot prepaid card in which case the cost of using the service will be deducted from the stored credit on your card; or
    • You can purchase up to 24 hours access to the Telstra Wireless Hotspot service using a Telstra Wireless Hotspot Day Pass card. The card is valid until 11.59pm on the day after you first use the card to access the service. Also, no new sessions will be accepted after 11.59pm on the date printed on the back of the card.
    • Alternatively, you can purchase a single session 'block of time' to use Telstra Wireless Hotspots using an approved credit card. Cards supported are Visa, MasterCard, American Express, Diners and Diners Club.
    • Bill to your Telstra BigPond account (excludes Telstra BigPond Pre-Paid Dial-Up accounts). As a BigPond customer you can access your BigPond Internet service while you're out on the road through Telstra Wireless Hotspots and have your usage billed to your BigPond account. For more information visit www.bigpond.com
    • Bill to your Telstra Mobile Broadband PC Pack account *. All Mobile Broadband PC Pack# subscribers will be able to access the Telstra Wireless Hotspot service and have the charges billed to their Telstra Mobile Broadband account.

* If you already have an existing Telstra service, you can combine your Telstra Mobile Broadband PC Pack service onto your existing Telstra account.

6. How do I add value to my Telstra Wireless Hotspot prepaid card?

You can add value to your Telstra Wireless Hotspot prepaid card (before that card's expiry date) using an approved credit card by:

  • Dialling 1800 644 489 (a free call from most fixed phones within Australia).
  • Enter your Telstra Wireless Hotspot prepaid card number when prompted to enter your calling card number

Amounts of $25 or $50 only can be credited to your Telstra Wireless Hotspot prepaid card, with a maximum daily credit amount of $100 per card. Credit on any card cannot exceed $200 at any time and credit cannot exceed more than $1,000 credit over the life of the card.

Credit card refresh is restricted to the use of one nominated credit card of your choice for each Telstra Wireless Hotspot prepaid card. You cannot alternate between different credit cards for future credit card refresh transactions.

Note: This recharge feature is not available for Telstra Wireless Hotspot Day Pass cards.

7. How does the Telstra Wireless Hotspot Day Pass card work?

Telstra Wireless Hotspot Day Pass cards give customers up to 24 hours use of the Telstra Wireless Hotspot service. A Telstra Wireless Hotspot Day Pass card expires at 11.59pm on the day after you first use the card to access the Telstra Wireless Hotspot service. Also, no new sessions will be accepted after 11.59pm on the date printed on the back of the card.

8. Can I use the Virtual Private Network ("VPN") set up on my computer for dial-up access?

Yes, the Telstra Wireless Hotspot service can enable VPN access to a corporate network, thus increasing productivity for remote users. Actual performance will depend on the bandwidth of the VPN gateway to the Internet. Please consult your network administrator for compatibility with Telstra Wireless Hotspot.

9. What data transfer speed will I get?

Wireless LAN or IEEE802.11b/g technology supports a maximum data speed of up to 11/54Mbps respectively. The actual data speed experienced will depend on coverage, location and capacity. Note: speeds may be slowed if data usage exceeds 30MB in 15 minutes.

10. What applications can I run on the service?

Wireless LAN supports any application you run on a PC - given its high bandwidth, it opens up opportunities to run more bandwidth hungry applications (eg. video streaming).

11. Where can I access the service?

View an updated list of Telstra Wireless Hotspot locations.

12. Where and when is Telstra going to set up other Telstra Wireless Hotspot locations?

Telstra is planning to progressively expand its network of Telstra Wireless Hotspot locations. We will update the list of Telstra Wireless Hotspot locations on this website: http://www.telstra.com.au/wirelesshotspots/locations.htm accordingly when this happens.

13. How can I keep updated about new Telstra Wireless Hotspots?

View an updated list of Telstra Wireless Hotspot locations.

14. What is IEEE 802.11 technology?

IEEE 802.11 is a suite of technical standards describing the requirements for wireless local area networks. IEEE 802.11b 11b/g are high-speed wireless access standards operating in the 2.4Ghz-unlicensed spectrum. They typically operate in an indoor environment with a peak output power of 100mW and can have a range of up to 50m–100m, although coverage will usually be limited to the size of a particular Telstra Wireless Hotspot Location (which will vary).

15. How does IEEE 802.11 technology compare with other wireless technology?

IEEE 802.11 provides high-speed access in small distinct areas (ie Telstra Wireless Hotspot locations), whereas technologies such as GPRS/EDGE/1xRTT/EVDO offer greater coverage but at a slower data speed.

16. If someone sees my username and password, could they access the service at my expense?

All of Telstra's authentication web pages for the Telstra Wireless Hotspot service are protected with 128-bit SSL to prevent clear text transmission of authentication data. Telstra supports the use of one-time SMS password authentication for Telstra mobile post-paid customers who access the Telstra Wireless Hotspot service. A unique password is generated each time these customers log in.

For customers who pay for their Telstra Wireless Hotspot service by credit card, PhoneAway card, Telstra Wireless Hotspot prepaid card or Telstra Wireless Hotspot Day Pass card, no password is required.

17. What security do you have on your network?

Although IEEE 802.11 standards include a WEP (Wired Equivalent Privacy) capability, this is not implemented on Telstra's network as it is not well-suited to a public hotspot. If data security is a concern, Telstra recommends that customers adopt some form of application-level security, such as a VPN client with IPSec or L2TP encryption. This will ensure any data intercepted will be encrypted and therefore less easily decipherable. Telstra's network supports all most major VPN client solutions.

18. What is WLAN?

WLAN is a technology, which allows you to connect to the Internet wirelessly (ie without physically connecting a phone-line to your laptop or PDA). This is done using WLAN equipment compliant with the IEEE 802.11b/g standards.

19. Is WLAN safe? What about EME radiation?

The peak power output of Wireless LAN devices is typically 100mW, which is twenty times lower than the peak power output of GSM equipment such as mobile phones. To find out more visit our EME Management website: www.telstra.com.au/ememanagement.

20. What is the difference between WLAN and 3G?

3G is a term commonly used to describe third generation cellular technology. These networks are high-speed cellular data networks. They have the potential to provide peak network data speeds of up to 3Mbps. WLAN is a technology with a very limited geographical range. However, its potential peak speeds exceed those of third generation networks and other cellular networks (network maximum speeds of up to 54Mbps)

21. What is 'broadband Internet'?

"Broadband Internet" is a term used to define high-speed access to the Internet. In the residential (at home) sense, broadband typically refers to cable or ADSL Internet connections. Traditional dial-up access is considered narrowband.

22. I'm not a Telstra mobile post-paid, BigPond, PhoneAway, Telstra Wireless Hotspot prepaid card customer or Telstra Wireless Hotspot Day Pass card customer - will I be able to use Telstra's Wireless Hotspot locations?

Yes, you purchase a single session block of time to use the Telstra Wireless Hotspot service using an approved credit card - Visa, MasterCard, American Express and Diners Club.

Telstra Mobile post-paid customers can opt to use the credit card payment option or PhoneAway payment option (Fly Buys customers excluded), but can also choose to have their charges applied directly to their Telstra mobile phone bill.

As a BigPond customer you can access your BigPond Internet service while you're out on the road through the Telstra Wireless Hotspot service and have your usage billed to your BigPond account (excludes BigPond Pre-Paid Dial-Up accounts). For more information visit www.bigpond.com

23. What about regional areas – is the Telstra Wireless Hotspot service available there?

Yes. The Telstra Wireless Hotspot service is available at over 1,000 locations nationwide via a network of premium location partners covering much of the central business districts of Sydney and Melbourne, as well as selected areas in the capital cities of Adelaide, Brisbane, Darwin, Perth and Hobart. In addition, network coverage extends to Qantas airport lounges, including coverage in the international airports of Brisbane, Adelaide, Sydney and Melbourne, as well as selected hotels (Accor Hotels, Rydges Hotels and Constellation Hotel Group), McDonald's restaurants and Starbucks coffee houses throughout the country (see locations).

  1. Calls to this number from either a Telstra fixed or Telstra mobile phone will incur a flat fee of 25 cents.

# PC Pack plans are not available for new connection or re-contract from 22 February 2007

Telstra Wireless Hotspot