What does this mean for you?

According to our information, your connection can’t reach the maximum internet speeds of your plan. Your maximum line speed is determined by the type of technology nbn co makes available at your premises.

You will have received an email or letter from us providing you with the maximum possible speeds at your address and the options available to you. Please refer to that email or letter for those options and continue below if you’d like to change your plan.

We can help

First off, are you a small business or personal customer?

As a personal customer, I’d like to change my plan

You have up to 90 days to move to a lower speed plan and receive a refund (the 90 days is calculated from the date we sent you the email about your nbn speed).

The refund will be a proportionate refund and will reflect the period you were not receiving the full speeds included in your plan.

Please choose a plan that meets your needs as you may not be entitled to a further refund.

You can receive your refund as a credit to your My Telstra or as a direct payment to your bank account. To receive a direct payment to your bank account, please call 1800 307 781

As a small business customer, I’d like to change my plan

You have up to 90 days to move to a lower speed plan and receive a refund (the 90 days is calculated from the date we sent you the email about your nbn speed).

The refund will be a proportionate refund and will reflect the period you were not receiving the full speeds included in your plan.

Please choose a plan that meets your needs as you may not be entitled to a further refund.

Personal customer FAQs

Small business customer FAQs

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