You would've recently been notified about your nbn™ service plan options. Your available options are outlined in the email or letter you received from us. You’ll also be able to see your options when you sign in to your account.
To get started, sign in to your account, choose an option and submit your request.
Our plans offer different nbn speeds and data allowances.
Your maximum attainable speed means the fastest possible speed available at your location. This is determined by the type of technology nbn co makes available at your location. It’s a limit on what speeds you can receive, not a measurement of what speeds you will typically receive.
You should think of your maximum attainable speeds as the fastest speed available at your address. You should think of your maximum possible speeds as the fastest speed available through the nbn service plan you purchase during off-peak periods. These are limits on what speeds you can receive to your address and through your plan, not a measurement of what speeds you will typically receive.
Typical Busy Period Speed is a measure of the fastest speed available through the nbn service plan you purchase during peak periods. This is not a measurement of what speeds you will typically receive. Not all customers may receive these speeds at all times.
You can find your maximum attainable speeds in the email or letter you received.
Due to many factors, including network maintenance and infrastructure conditions, your Maximum Attainable Speed may change over time. This sometimes may result in a substantial changes to your speed performance across both download and upload speeds. The communication you have recently received is indicative of the speeds your received when you first connected or upgraded your nbn service plan with Telstra. In order to provide the most relevant information to make an informed decision about potential changes to your nbn service plan, we have included your most current Maximum Attainable Speed result throughout the application form.
No, you don’t have to choose an option today. You can request a change until the expiry date mentioned in your email or letter – generally 60 days from the date of your email or letter.
This will depend on whether you still have a Telstra service, and whether you’re a personal or small business customer. Your options will appear after you sign in and confirm your details.
Your eligibility for a refund depends on whether you have achieved the full speeds included in your nbn service plan(s) with Telstra.
You can choose to receive your refund as a:
Your service will remain the same.
We’ll aim to process your request within 20 business days. You may receive a proportionate refund reflecting the time you didn’t receive the full speeds included in your nbn service plan. There will be no additional fees to make changes, but you could lose inclusions such as data allowance or bundles.
We’ll give you a call to discuss your request. Once we process your request, you may receive a proportionate refund reflecting the time you didn’t receive the full speeds included in your nbn service plan. You won’t be charged for cancelling your plan.
If we can’t reach you after multiple attempts, we’ll process your request accordingly.
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