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A simple way to
move to nbn

Great news - the nbn network is here! The nbn
network is an Australian government initiative
to update the existing network that delivers
your internet and voice services. If you want
to keep these services working, you’ll need to move
them over. As a valued customer we are making it
easy for you to move to the nbn network by sending
you a free connection kit.

We’re sending you a Telstra NBN Connection Kit

To prepare you for the nbn network rollout in your area, we’re sending you a free Telstra NBN Connection Kit. It has everything you need to connect, including a Telstra Smart Modem Gen 2™ and a cordless home phone handset.

Your Telstra NBN Connection Kit is free. It’s our way of saying thank you for being a loyal customer. If you don’t want to move your services to the nbn network right now, please return the kit in the pre-paid return satchel provided.

It is easy to install your new equipment. However, if you’re not comfortable doing it yourself, or if you have multiple phone sockets, we can arrange to send a Telstra Professional Installer to help you set up your devices for a fee. 


Watch this step by step video on installing your new kit.

By connecting your Telstra modem you're authorising and giving your consent for Telstra to arrange for the installation of nbn on your phone line and to move your existing home phone and internet service to the nbn network. This change is permanent and cannot be reversed. Please ensure you are informed about your move to the nbn network before you connect your Telstra modem.

Your home phone service will not work during a power outage:

On the nbn network your voice service (home phone) will work through your Telstra modem. To ensure you can make and receive home phone calls you’ll need to keep your modem switched on at all times.

This also means that your home phone service will not work during a power outage. Therefore, you won’t be able to make or receive phone calls if there is no power to the modem; including calls to Emergency ‘000’ services. We recommend keeping a charged mobile phone on hand if you’re seeking emergency assistance during a power outage.

Your phones will not work when connected directly to a wall socket:

After you are transitioned to the nbn network, your home phone service will need to be connected directly to your Telstra modem, or wirelessly using the supplied phone (or similar handset) for it to work.

If you have multiple handsets or devices (i.e. a fax) you wish to continue to use, you’ll need to have the sockets rewired.

Your Telstra modem can be connected to any wall socket, although internet performance may vary depending on which socket you connect to, and how many sockets are in the home.

The home phone features available to you will be different

If you’re currently enjoying Calling Number Display, Call Waiting/Return/Forward you’ll continue to enjoy the services on your new the nbn network service. Some features are not available on the nbn network, these features include; Call Control, Call Back (Busy), Abbreviated Dialling, Delayed Hotline, Duet® - Phone & Fax Multiple Number, Remote Access, Smart Ring. For a full list see: Telstra.com.au/customer-terms/home-family/services-on-the-nbn

Will the terms that apply to my service change?

While there’ll be no change to your monthly bill, plan type or contract period, the network that supplies your services will change. The ‘Services on the nbn network’ terms in the Home & Family section of Our Customer Terms will apply to your services once you’ve moved to the nbn network. Please see: Telstra.com.au/customer-terms/home-family/services-on-the-nbn

The nbn network is replacing the existing communications network, which delivers home phone and internet services in your area. So if you want these services to keep working, you’ll need to transition to the nbn network when available. If you don’t move your services to the nbn network within the prescribed period, your home phone and internet service will stop working. 

If after receiving the kit you decide that you don't want to move your services to the nbn network with Telstra right now, please drop off the unopened kit at your nearest post office, in the return satchel included in the kit at no cost to you.

For further information you can call 1800 996 203.

So long as you’re on a bundle, there are no additional monthly charges. Your contract term won’t change either. But if you’re on a standalone internet plan, you’ll need to upgrade to a bundle in order to get a service on the nbn network. The nbn Explained flyer that came with your kit highlights what you need to know about the nbn network.

We’ll be sending you a Telstra NBN Connection Kit to your address. You don’t need to be home to sign for your package; it will be left at your front door.

After you have connected your new Telstra modem, we will organise your transition with nbn co directly. You don’t need to do a thing. It’s important to note that this change is permanent and cannot be reversed. So once your services are connected to the nbn network, you can’t move them back to ADSL or the PSTN telephone service.

Transition order completion times vary between one to three weeks. We will let you know via email and SMS when the process starts and when it’s completed.

If you don’t need your old technology (for example modems or cables) anymore, the Australian Government has introduced a national, industry-funded recycling scheme for televisions, computers and other peripherals.

Recycling services are provided in metropolitan, regional and remote areas; visit http://www.recyclingnearyou.com.au/ewastescheme  for more information 

If you have more than one corded handset, a medical alert service, a back-to-base alarm, or any other equipment that relies on your phone line to work, it will no longer work after once you install your Telstra modem. If this is a concern, call us on 1800 996 203 to discuss other installation options. 

If you have medical alarm, you should contact your service provided to discuss whether your device will continue to operate after moving to the nbn network.

When you receive your Kit, simply follow the step-by-step instructions provided in the Set-up Guide in the box. If you’ve misplaced these instructions you can refer to the online instructions;

Your move to the nbn network will start once you have successfully installed the modem included in the NBN Connection kit. Even if your existing modem looks like the modem provided in the kit, you need to connect the kit provided to start the move to the nbn network.

Your Telstra NBN Connection Kit includes a:

  • Telstra Smart Modem Gen 2
  • Telstra Cordless Home Phone

You will need to replace your existing modem with your new modem before we can start the process of transitioning your services to the nbn network.

Telstra Smart Modem Gen 2

The new Telstra Smart Modem Gen 2 supports dual band Wi-Fi, which means you can spread your traffic around through your modem which creates less congestion within your home and a better Wi-Fi experience for you and your family.

Benefits include:

  • Improved Wi-Fi speed and coverage
  • Great cable management keeping all your cords uncluttered and clean
  • Multiple and simultaneous high speed Wi-Fi connections, allowing more people to do more things online at the same time than ever before
  • Dual Band - tablets, smartphones, etc can connect at the same time as your compatible high traffic devices (video streamers, etc)
  • Telstra Air and T-Voice compatible
  • Easy push button to pair wireless devices and DECT cordless phones
  • Compatible with ADSL, Velocity, and NBN (FTTP, FW, FTTN, FTTB and FTTC) technology types

Telstra Cordless Home Phone

This home phone works wirelessly with your Telstra modem, so you’ll need to keep your modem turned on for the phone to work. The phone can be plugged into any power point in your house and it has already been paired wirelessly with your new Telstra modem.

The cordless phone offers a range of features which include:

  • Conveniently access and share contacts from your compatible Android and iOS device via the free T-Voice® app
  • Up to 10 hours of talk time and 72 hours standby time
  • Long range reception up to 300m outdoors and 50m indoors
  • High definition voice quality on the nbn network

To connect your new modem you may need to enter your primary Telstra/BigPond username (email address) and password.

If you’re unsure of your primary Telstra/BigPond username you can;

  • Find it in the letter we mailed you informing you about the Telstra NBN Connection Kit
  • Search for it here
  • Find it on Telstra 24x7 My Account (under Plans and Usage > Internet)

If you don’t know your password, you can retrieve it here.

If you fit into one of the below categories, it may be best to arrange a Telstra Platinum Professional Installer to set it up for you for a fee.

Customers with Multiple Phone Sockets

If you have more than one phone socket that you want to continue to use, or if you have a hard-wired phone you want to use or remove, a Telstra Platinum technician can assist.

Customers with Medical / Security Alarm

If you have a medical or security alarm service that is connected directly to the phone service, some rewiring may be required in your home by a Telstra Platinum technician. We recommend that you do not use the Telstra NBN Connection Kit until you have contacted your alarm service provider and ensured that the device will continue to operate post-migration to the nbn network. Your alarm service provider can advise you if your device is compatible and provide you with other relevant information about moving your alarm to the nbn network.

Information about alarm compatibility can also be found at: www.nbnco.com.au/compatibility

It’s important to note that services on the nbn network (FTTN & FTTB) will not have a battery backup; so back-to-base alarms, medi-alert systems (or any other equipment that relies on the home phone to work) will not work in a power outage.

If you have a medi-alert alarm, you should also register with nbn co's’s Medical Alarm Register by calling 1800 227 300 or completing the online form at www.nbnco.com.au/medicalregister

Your service on the nbn network will not be backed-up by a battery, so in the event of a power outage, your home phone and internet services will not work.  Accordingly, if you have any of the above services that rely on your home phone to operate, we recommend not moving to the nbn network until confirming your alarm is suitable.