Telstra Upfront 5G Internet Plan

Service not available to all areas, premises or customers.

Your plan does not include a phone line. You will not be able to make or receive calls, or support a lift or medical or security alarm which relies on a phone line to operate. If you require a phone line please contact us to discuss if this plan is right for you.

Once you exceed your included data allowance, your speed will be capped at 25Mbps download, and slowed further in busy periods. 25Mbps is suitable for 1-3 people using multiple connected devices. It will allow simultaneous streaming of multiple standard Definition (480p) videos, emails, web browsing and social media. Or streaming of a single High Definition (1080p) video, if there are no other online activities.  You will not have the option to purchase more data or top up with this plan.

Speeds experienced may be slower over Wi-Fi and can also be impacted by other factors such as the distance and line of sight between the serving 5G mobile tower and the modem, the number of users online, where your modem is located and how far you are from it, weather, congestions and your in-home set up. Speeds will change over time. If the modem cannot connect to the 5G network, it will automatically utilise the 4G network if available.

The Telstra Upfront 5G Internet Plan includes a Telstra 5G Internet Modem which is a fixed modem device. You may only use your modem at the premises address you provided when you took up this plan. If you move your modem outside your premises area, your download speeds will be capped at a maximum of 1.5Mbps. If you move premises, you may no longer be eligible for the Telstra Upfront 5G Internet Plan. If you intend to move, please contact us to discuss whether your plan can be moved with you. If it can’t be, it will be cancelled and you will need to return your modem.

There are no Early Termination Charges if you cancel your plan.

If you cancel your plan within 24 months of connecting you will need to return your Telstra 5G Internet Modem to us in good working order within 21 days. We will provide you with a prepaid eParcel consignment ID to return the device.

Good working order means returning the modem as new with only minor signs of wear and including all original equipment (e.g power cable).  If you do not return your modem or it is not returned in good working order, we may charge you a non-return fee of $400.

From time to time we may make changes to your plan or add-ons (including price and inclusions), or we may move you to a new plan (which may cost more). If we reasonably think that a change is likely to be detrimental to you, we'll tell you at least 30 days before making it.

If you don't like the change you can cancel your plan and return your 5G modem.

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.

If you’re a new Telstra Home Internet customer and you’re not happy with your service for any reason, let us know within 30 days of connecting and you can leave with no obligations. We’ll even refund your monthly plan fee for that first month. Find out more at telstra.com/guarantee

You receive SMS alerts in near real-time when you reach 50%, 85% and 100% of your Monthly Data allowance. To check your usage, use the My Telstra app on your compatible smartphone or tablet. Find out how to check your usage at telstra.com/myusage

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

Yes, you can cancel your plan at any time by calling us on 13 22 00 (Personal) or 13 20 00 (Business), messaging us or visiting a Telstra store. When you cancel, your service will be disconnected immediately. We won't refund any money you've already paid and you'll need to pay out any remaining hardware or accessories in full when you cancel.

When you start your plan, you will be charged for the first month when you place your order. If you've been invited to receive a bill for this plan, you'll be charged on your next bill. If you do not connect your Telstra 5G Internet Modem within 30 days of receiving it, we will cancel your plan and you must return your Telstra 5G Internet Modem within 21 days or you may be charged a non-return fee of $400.

You make an initial payment when you order this plan. The monthly plan charge is charged in on the same day each month when you service is connected. You can view your upcoming payment dates in the My Telstra app. If you've been invited to receive a bill for this plan, you'll be charged on your next bill.

If you pay for your existing Service(s) using AutoPay, your first monthly payment for the new Service will be on the next AutoPay date for your existing Service, after your new Service is connected. If you receive a bill for your existing Service(s), your first monthly payment for the new Service will be on the first day of your billing cycle for your existing Service, after your new Service is connected.

Autopay

You’ll pay for your plan by automatic deduction from your credit or debit card (Visa, MasterCard or American Express) or a bank account. See our Direct Debit Payment Terms for more details.

Telstra Bill

If you've been invited to receive a bill for your plan, you'll need to pay the bill amount online or over the phone using an eligible credit or debit card or via BPAY or in person at Australia Post. Part payments are accepted once your Telstra Bill has been issued (minimum payment is $1). Overpayments and any other payment methods not mentioned above are not accepted.

Visit telstra.com/contactus for our support options. Call 13 22 00 (Personal) or 13 20 00 (Business) or 133 677 (TTY), or +61 439 12 5109 from overseas, to speak to someone about your plan or to obtain a copy of this summary in an alternative /accessible format.

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/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