Satellite Internet (Powered by Starlink)

Our Telstra Smart Modem has backup from our 4G mobile network. You can use the 4G backup service in two scenarios - to get online until your broadband service is connected and when there’s a detected network upgrade or outage. Mobile backup is only available to premises in 4G coverage areas. Check coverage at telstra.com/coverage. Your mobile backup connection is capped at 25Mbps for downloads and 5Mbps for uploads. Actual speeds may be less due to local conditions and content accessed. We do not support modems not supplied by Telstra so you will need to use the Telstra Smart Modem to use the voice service. If you choose to use your own modem Telstra will not be able 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 want your name, address or phone number included in the White Pages, you can ask for a listed number.

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. You’ll be notified if this happens and if you're not satisfied you can cancel your order free of charge. Small business customers must have no more than 5 employees in order to receive this service.

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.

Average and typical speeds are measured between the satellite and the Starlink Kit. Average and typical speeds vary due to factors including Starlink kit location, weather conditions, satellite congestion, sky visibility and the precedence Starlink gives your data in the network based on your Starlink service.

Bandwidth saturation, caused by network congestion or high personal data demand activity, can result in degraded voice or video quality, disruptions in network connectivity, and in some cases, temporary unavailability of the voice component of your service.

You must provide us with accurate and current information about your service. If you are planning to move, contact us to discuss transferring your plan to your new address.

You are prohibited from installing or using a kit on a moving vehicle or vessel (e.g., cars, vans, RVs, boats) or aircraft or anywhere other than the home or business premises which the service is registered at. 

To check your usage for your voice service or manage your account and services, register and login to My Account at telstra.com/myaccount or get the My Telstra app.

You must comply with Starlink’s Acceptable Use Policy (as amended from time to time) located at tel.st/starlink-use.

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.

If you’re a new Telstra Home Internet consumer or small business customer and you’re not happy with your service for any reason, let us know within 30 days of connecting and we’ll refund your monthly plan fee for that first month. Find out more at telstra.com/guarantee. To receive a refund for your Starlink Kit and any accessories, you must return it to us in good working order within 30 days of exercising this satisfaction guarantee then we will process your refund within approximately 10 business days of receiving the hardware. 

Yes, you can cancel your plan at any time by calling us on 13 22 00, 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. 

From time to time we may make changes to your plan, including price and inclusions, 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:

a) We’ll give you at least 30 days’ notice before making changes or automatically moving you to the closest available plan.

b) If you don’t like the changes or the new plan, you can cancel your plan.  

You can find the Communications Alliance Broadband Education Package, a guide to help consumers understand broadband technologies, at this link: https://www.commsalliance.com.au/BEP

Autopay: Your plan will be paid automatically from your credit/debit card (Visa, MasterCard, American Express) or bank account. Check the Direct Debit Payment Terms for details.

Telstra Bill: Pay your bill online, over the phone, via BPAY, or in person at Australia Post. Part payments are allowed after your bill is issued (minimum $1). Overpayments are not accepted.

Charges may apply for bill delivery and payment (fee free options are available). More info at telstra.com/payment-fees. 

Autopay: You’ll be charged for the first month when you order. After that:

• If you’re new to AutoPay, you’ll pay on the same day each month starting from the date your service is connected.
• If you already have services on AutoPay, charges will start from your next AutoPay payment date. 

Check the My Telstra app for payment dates.

Telstra Bill: You’ll be charged for the first month on your next bill after you order. You’ll be charged ongoing on your monthly bill starting from the next bill after your service is connected. 

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