Telstra to help stressed movers set up their home technology

Media Release, 03 December 2014

Telstra has launched a new Telstra Platinum service to help customers switch on their home technology and manage connection of their devices when they move house.

Traditionally Telstra helps Australians move home by transferring their home phone and broadband service to a new address. The new Telstra TotalMove service goes beyond this by assigning a specially trained technician to assist customers with their home technology – from setting up a home Wi-Fi network to setting up and placing their TV and sound system.

Aussies now each own approximately nine devices on average which means moving home has become more complex and time consuming with people now needing to set up boxes full of gadgets. With this in mind, Telstra has developed the new Telstra Platinum TotalMove service to help take the stress out of the move for customers.

Director, Fixed Phone and Platinum services, Jennifer Douglas said the new moving service is designed to make moving home simple and easy for eligible customers.

“We help around 25,000 customers relocate their home phone and broadband services every month and they tell us moving can be really stressful. In fact our latest Connected Home index tells us that a quarter of Australians rate moving more stressful than losing a job or getting married.”

“We have listened to our customers and created a service that can take the stress out of getting home gadgets up and running after a move. It’s designed to keep pace with the level of technology Australians now pack into their homes.

“It means eligible customers can choose the technical support that meets their need – from providing customers with help when setting up their internet installation themselves, if they are eligible to self-install, to having a dedicated technician who will come to the customer’s house and set up their technology,” Ms Douglas added.

Existing Telstra home broadband and home phone line customers will now be given three simple choices when they move their Telstra home phone and broadband to new premises, which include technical support that meets their needs.

Ms Douglas said the service had been set up just in time for peak moving season which takes place in the summer months.

More than half of people surveyed said they find setting up technology like internet, TVs and stereos the hardest thing to set up when moving home. Respondents who felt this way cite not being confident in setting up the technology as the key reason they find it a challenge followed by not having the time to set it up and preferring someone else to do it.”

Telstra’s 2014 Connected Home Index also revealed that when it comes to moving:

  • Stress test: One in four Aussies say moving house is more stressful than having a child, getting married or losing their job
  • Moving on up: More than a third of Aussies say they have moved at least two or three times in the last five years
  • If the stereo fits: 43 per cent of men say arranging furniture is the worst thing about moving house while 59 per cent of women admit hooking up devices is their least favourite part about the whole experience, followed by arranging furniture and setting up white goods
  • Packing up, pack it in: Regardless of how old we are, packing up the house is voted the worst part of moving home, followed by buying or renting a new home and unpacking the new house

About Telstra Moves

$499 Telstra Platinum TotalMove Service

Telstra has made moving easy with the new dedicated tech team to help connect home technology gadgets, one TV, one sound system, Telstra home broadband and phone line.

The dedicated move team will help:

  • Set up, place and connection of a customer’s TV and sound system
  • Connect audio-visual devices, such as a DVD player and gaming console
  • Connect Internet enabled gadgets, such as computer, smartphone and tablet to the home wireless network (Wi-Fi)
  • Set up and install Telstra home broadband, phone line and wireless network (Wi-Fi)
  • We’ll carry out an in-home consultation to review your home network and services, including advice on how to get wireless Internet gadgets working around the home
  • Continued support after the home visit with one month of Platinum expert technology support for gadgets, computers and Wi-Fi. This support is 24x7 over the phone and online, or in-store during trading hours

Existing customers with a Telstra home phone service and/or Telstra home broadband service (ADSL, Cable, Velocity or NBN) moving premises and connecting a Telstra home broadband (ADSL, Cable, Velocity or NBN) and a Telstra home phone service at the new premises have the two moving options below:

$250 Telstra Platinum Moving Home Professional Installation

A Telstra technician will come to the new house and connect the Telstra home phone line, Telstra home broadband, set up the Wi-Fi and connect up to five internet enabled gadgets to the Wi-Fi.

$59 Telstra Moving Home Self Installation
This service is designed for customers who are eligible and comfortable to install their home phone and broadband services themselves. These customers will receive over the phone support for the disconnection of services at a customer’s old address and the installation of Telstra home broadband, home phone line and Wi-Fi at a customer’s new address.

Things you need to know - Additional charges may apply for non-standard installations and additional products. In-home services are not available in all areas. Telstra Platinum TotalMove - Services are not available for some devices, software and operating systems. If your internet is not with Telstra, you must ensure that your internet is active prior to your in-home appointment, and some services requiring internet connectivity may not be available. Service does not include the provision or cost of any software/hardware. Internet and phone line plan and usage charges are additional and you are responsible for any data charges.