nbn High Speed Add-ons

Superfast and Ultrafast add-ons are not available to all areas, homes or customers. Visit our website at telstra.com.au/internet/nbn to check what nbn technology and speed tiers are available at your address..

Broadband speeds vary due to a number of factors, including:

• Type of technology available at your address
• The nbn speed tier you are on.
• Network capacity
• Set up at your home (such as location of your modem and how the internet is used in your home)
• Whether your device is connected by Wi-Fi rather than Ethernet cable
• The number of users online, including if a Telstra Air member is visiting your homespot
• If you are connected to a VPN
• The applications and software you are using 

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

Actual speeds experienced may be lower due to various factors, as explained in more detail above.

You must comply with our Fair Use Policy and not use your services in an unreasonable or fraudulent manner or in a way that causes significant interference with, disruption to or congestion on our network. We may take action if you breach the Fair Use Policy, including suspending, cancelling or limiting your service.

If you cancel your Superfast or Ultrafast add-on but keep your Premium Internet Plan, you will be moved to the Premium Evening Speed that is included in the Premium Internet Plan which has a typical evening download speed of 100Mbps (7pm-11pm).

There are no early termination charges if you cancel your add-on. However, if you also cancel your Premium Internet Plan within 24 months of connecting to that plan, you will need to payout the remaining cost of your Telstra Wi-Fi Modem (if you received a modem included in your plan) and any outstanding Hardware Repayment Option repayments will be payable in full.

From time to time we may make changes to your service, including price and inclusions, or move you to a new service (which may cost more). With no lock-in, you can cancel your add-on or your plan. If you leave, just pay out your device, accessories or services in full. 

Fees and charges may apply for bill delivery and payment of your invoice, depending on the method.

We do have fee free options available - more information is available at:

Personal: telstra.com/payment-fees

Business: telstra.com/fees-on-payment-methods

Your bill is issued on the same date each month. You’re billed in advance for the minimum monthly charge, and in arrears for any usage not included in your plan. You may also be charged for individual services until all those in your plan are connected, so your first few bills may be higher or lower than expected. When you start or change your plan part way through a billing period, your first bill will have additional charges. If you receive an Order Estimate, your charges will be broken down for you, and it will provide you with your ongoing monthly charges after your first bill.

Register and login at telstra.com/myaccount or get the My Telstra app.

Visit telstra.com/contactus for our support options. Call 13 22 00 or 133 677 (TTY), or +61 439 12 5109 from overseas, to speak to someone about your service 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 the Superfast and Ultrafast add-ons are available at telstra.com/customer-terms