Connecting to the right help while on the go is easy. SNAPP it and Solve it!
The government-owned nbn network is being rolled out to provide Australians with access to a reliable broadband connection. Once the nbn network is available in your area, Telstra can help you get set up with the home phone and broadband internet services to suit your needs
For most people, the nbn network is replacing Telstra’s existing copper network. This means at some point most Australians will need to move their home phone and internet services to the nbn network if they want to keep using their phone and internet at home – even those who just use a home phone. All our current home broadband plans and bundles are nbn network-compatible, meaning our customers be ready when the nbn network arrives in their area. Don’t worry, we’ll contact you when the time is right to help you move over to the nbn once it comes to your area.
Once the nbn network arrives in your area, you will have 18 months to transition onto the new network. We will let you know when the time comes to transition your services, and we’ll assist you every step of the way.
To contact a Telstra representative about the nbn, you can:
We are Australia’s most popular nbn™provider
We have the most nbn customers in Australia, this means that we are more experienced when it comes to dealing with nbn and can support our customers better because of this.
Professional support when you need it. We work with nbn co to ensure your property is ready for the nbn network. We have a dedicated nbn team to help manage your connection end-to-end. Plus, there are professional and self-installation options depending on your circumstances. Alternatively, you can opt for Telstra Platinum® for even more peace of mind and a range of 24/7 support options.
More consistent speeds when it matters most.
We invest in network capacity which means our nbn customers are impacted less by things like congestion which slows service. This means speed is more consistent for more customers, especially at peak times when they need it more.
What do I do if I am having issues with my connection or speeds? You can troubleshoot your services via Telstra’s online troubleshooting tool. If you still can’t solve your problem, contact Telstra nbn Support on 1800 T FIBRE (1800 834 273) to receive specialised support.
What happens if I miss or need to reschedule my appointment/s? To cancel or reschedule an appointment at least 2 business days’ notice is needed. If you miss an appointment with the nbn Co installer, call Telstra on 1800 T FIBRE (1800 834 273).
I told Telstra about my problems, but I haven’t heard back – What can I do? You can call Telstra’s specialised nbn support line on 1800 T FIBRE (1800 834 273) or SNAPP it and Solve it! You can raise your issue through nbn Help on the SNAPP App to have a case manager assigned and contact you to help resolve your problem, they also help people you know! The case manager will get in touch with you or the nominated contact within 2 business days of submitting through SNAPP.
Factors that could affect your nbn™ speeds
The nbn is rolling out as a mix of technology types, meaning that your nbn connection might be different to your friend, family or even your neighbours! There’s a tonne of factors that can influence your speeds on the nbn, some common ones are:
Quality and length of copper line or from your premises to your fibre nbn connection.
Weather conditions, including heavy rain.
Quality and layout of in-premises cabling
Internal and External electrical interference
Because of the variety of nbn technology types, it’s important that if you have speed issues, you speak to an expert to find out what your technology type is and work together to find out what the root cause could be.
Your service provider's network capacity During busy periods, like 7-11pm in the evening, broadband speeds can slow down as more premises use the internet at the same time. The more network capacity your service provider purchases from nbn for your area the less speeds will decline during these times.
At Telstra, we purchase enough capacity from nbn to deliver our customers the best possible speeds. We continually monitor traffic and adjust capacity to meet demand from our customers and deliver these speeds.
For more information on speeds on the nbn network or to get access to our handy nbn fact sheets, visit our guide here.