Our promise
for a better nbn

If you’re not happy with your nbn service, let us know within 30 days of connecting and if we can’t fix it, you can cancel your nbn services without penalty.

For first time Telstra nbn connections only.

See our internet plans
30 days of happy – or a refund

We’re making the nbn experience better and backing it with a satisfaction guarantee. If you’re not happy with your nbn service, let us know within 30 days of connecting and we’ll refund your first monthly plan fee and any hardware repayment costs.

Your nbn satisfaction guarantee

Am I eligible?

You’re eligible for the nbn satisfaction guarantee if you’re connecting to a new nbn service with Telstra, or migrating to the nbn with Telstra, on a casual or a 12/24-month internet plan. You’re not eligible if you’re a customer of Belong, or if you move your services to another provider or disconnect without contacting us first to let us know you’re not happy, or if you already have an nbn service which you are moving to a new address.

What can be refunded?

We’ll refund your first monthly plan fee, any speed boost charges and hardware repayment costs, plus your connection, standard installation and casual plan fees. We’ll also waive any early termination fees and you can keep your hardware or equipment (except Foxtel from Telstra equipment if applicable). Excludes non-standard installation costs, nbn co installation fees, and charges that aren’ part of your home bundle plan or from non-nbn related products.

How do I claim?

If you’re not happy with your new nbn service from Telstra, we’d really like to try and fix it for you first so you can go on to enjoy super-fast internet on the nbn. But if you’re not satisfied for whatever reason, you’re welcome to leave and receive a refund. Simply let us know using the 24x7 Live Chat option below within 30 days of your nbn connection and we’ll provide you with a refund. Alternatively, you can call 1800 870 472 to speak to an agent.

Questions about our nbn satisfaction guarantee? We can help

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More information about our nbn satisfaction guarantee can be found in our Frequently Asked Questions.


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