Telstra Upfront Home Phone Plan

If you want your name, address or phone number printed in the White Pages or any other Telstra directory product, you can ask for a listed number.

The type of service offered may need further qualification checks to determine what’s available at your location.

Your plan includes 2GB of data at Basic Evening Speeds. Once your 2GB data allowance is exceeded, your broadband speed will be capped at 256kbps until the next payment.

The 2GB of data is incidental to the phone plan and only suitable for very limited internet usage and there is a possibility of unavailability during peak hours for some customers on the Telstra 4G Fixed Wireless network.

We provide Standard Services using different technologies. 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.

We’ll make our best attempts to connect your Home Phone service on your requested date.

This may occur within two working days if:

• There was a previous working Home Phone service to your property
• We can reconnect the service without visiting the property, local telephone exchange, or anywhere in between

Otherwise, it could take 5 to 15 days.

To check your usage or manage your account and services, register and login to My Telstra at www.myservices.telstra.com.au/home or get the My Telstra app.

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.

Available for diagnosed, life-threatening medical conditions where access to a Home Phone service is essential. Connection will occur within 24 hours for urban and rural areas, or 48 hours for remote areas.

This service includes professional installation of your Telstra Smart Modem, battery backup power supply or a Priority Assistance Handset if you have opted for one, and your wifi devices. Not available on nbn Fixed Wireless.

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

If you have a back to base security alarm or a medi-alert, you will need to check with the manufacturer to make sure it is compatible. You will not be able to use your service in a power failure (including emergency calls) including any back to base alarm or medi alert functionality.

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, 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.

When you start your plan, you will be charged for the first month when you place your order. If you purchase a phone, tablet or mobile broadband device on repayment, you will also 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.

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.

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.

If you already have an existing Service(s) which you pay for using AutoPay, when you add another Service, your first monthly payment for the new Service will start on your upcoming AutoPay monthly payment date for your existing Service, after your new Service has been connected.

If you have an existing Service(s) for which you receive a bill, when you add another Service, your first monthly payment for the new Service will start on the first day of your billing cycle for your existing Service, after your new Service has been connected.

If you have a valid and eligible concession card, you can apply to receive a monthly discount on your plan. See telstra.com/concessionoffers for more details.

If your service requires, or you request, additional connection, maintenance or repair work, fees may apply. We’ll let you know before you incur a fee, either during the order or, for Fee For Service work performed on site, before the technician commences work. 

You can cancel or reschedule a Tech Pro Home booking via our contact centre or stores. If you cancel within 24 hours of the booking, you will be charged the Call Out Fee.

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 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/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