Adaptive Broadband Plans

Service not available to all areas, site addresses or customers. The type of service offered may need further qualification checks to determine what’s available at your location.

We may change the technology that we use to provide your service from time to time. You must provide all reasonable assistance to implement the change. We will let you know before we make this kind of change unless the change will benefit you or have a neutral impact on you and we do not require your assistance to implement the change.

An nbn service can never go faster than the maximum line speed available at your address, so for FTTN/B/C customers we will confirm your actual speeds after connection and let you know if your line is not able to achieve the maximum speed of your plan. Broadband speeds vary due to a number of factors, including:

• Type of technology available at your address
• Any nbn Speed Add-ons you may have purchased
• Network capacity
• Set up at your site 
• Whether your device is connected by Wi-Fi rather than Ethernet cable
• Your hardware and software configuration
• The source and type of content downloaded
• The number of users and performance of interconnecting infrastructure not operated by Telstra.

For information on broadband types and the speeds available please visit telstra.com.au/small-business/internet/nbn/nbn-speedsexplained

Broadband speeds vary due to a number of factors including your property's technology type, network capacity, the set up at your premises, the modem and cabling.

A broadband service can never go faster than the maximum line speed available at your premises, so for FTTN/B/C customers we will confirm your actual speeds after connection. Typical nbn Fixed Wireless speeds may be lower than other nbn access types.

• For information on nbn speeds, visit telstra.com/nbn-speeds-explained

You must comply with our Fair Use Policy and not use your services in an unreasonable or fraudulent manner or in a way that detrimentally interferes with the integrity of the network. We may take action if you breach the Fair Use Policy, including suspending or cancelling your service.

In addition to the monthly charge, you may pay the following:

If you choose to use your own modem, Telstra will not be able to troubleshoot or conduct testing, if you have a connection issue, fault or speed issue you will be required to report these issues to Telstra.

If you are using the Telstra Smart Modem 4, this device is provided with mobile broadband back-up (available in 4G / 5G coverage areas). If there is an outage of the Broadband service, you will still have access to the internet via the mobile back up service. Actual speeds may vary due to local conditions and content accessed. 

From time to time we may make changes to your plan, or we may move you to a new plan (which may cost more). If we change your plan or move you to a new plan and we reasonably consider that change or move has more than a minor detrimental impact on you: 

• We’ll give you at least 30 days’ notice.
• If you don’t like the changes or the new plan, you can cancel. If you cancel, you’ll need to pay out the remaining cost of your hardware, accessories or services in full.

You will be billed once a month from the date the service is available for your use. We will bill you in arrears.

Charges will be pro-rated if there are any plan changes during a billing month. Your bill may include equipment purchase and additional fee-for-service charges.

For more payment options visit connectapp.telstra.com/app/billing/payment/paymentmethods. Submit a billing enquiry in Telstra Connect or call 1800 370 430.

If there’s something you’re not happy with and you wish to make a complaint, visit telstra.com/complaints. We like to make every attempt to resolve any issue but you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us if you’d like an independent investigation.

This is a summary only. The full legal terms for this plan are available at telstra.com/customer-terms.