FAQ

Telstra Air

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• What is Telstra Platinum?

• Telstra Smart Wi-Fi™ Booster

• What is an Adequately Served Area?

• What’s a Lead-In and do I need one for my nbn^™ connection?

• Do I need to have a home phone service when I’m connected to the nbn™ network?

• Can I connect to the nbn™ network if I’m renting?

• What happens if I cancel my home broadband service?

• What will it cost me to connect to the nbn™ network?

• How much will a Lead-In trench cost me?

• How do I arrange a Lead-In on my property?

• How do I use my tracking number to find out when my parcel will arrive?

• When can I connect my Telstra modem?

• If I'm building a new home in an nbn™ network area, do I get it automatically?

• What is Telstra Velocity®?

• Why do I need two separate appointments to install a Telstra nbn service?

• Can I change my nbn™ technology to Fibre to the Premises?

• What are the Telstra Air^® signals my modem broadcasts?

• What is the nbn™ satisfaction guarantee?

• nbn co announces it will pause HFC rollout

• How do I cancel my home broadband?

• How do I disconnect my mobile or mobile broadband?

• What is a Lead-In and do I need one?

• Why won’t my mobile broadband device connect to the internet?

• How do I access my modem settings?

• What is Telstra Air®?

• Can I use Telstra Air®?

• How do I buy a Telstra Air® Guest Pass?

• What is the difference between a Telstra Air Guest Pass and a Fon Guest Pass?

• Why can’t I connect to Telstra Air® with my Guest Pass?

• What speeds will I get from my Telstra broadband?

• Will all my devices work on the nbn™ network?

• What is the difference between Cable and ADSL?

•  How do I connect to Telstra Air^® hotspots in Australia?

• Can I get a ‘3 for free’ data top-up for my fixed broadband?

• How do I connect to Wi-Fi?

• How do I connect my computer to my modem via an Ethernet cable?

• Why won’t my Pre-Paid mobile broadband device connect to the internet?

• What is Port Forwarding?

• Do I need a new modem for the nbn™ network?

• Mobile Broadband user guides

• How do I check my Telstra Pre-Paid mobile broadband data usage?

• How do I change my Wi-Fi name and password?

• What uses the most of my broadband data allowance?

• How do I troubleshoot my Netgear Nighthawk^® M1?

• What content can I access without using my monthly data allowance?

• Do I need a technician to set up my broadband?

• How do I connect to Telstra Air® overseas?

• What is a Domain Name Server?

• How do I change my broadband plan or bundle?

• What’s different about the Telstra Gateway Frontier®/Telstra Smart Modem™?

• What is the Telstra Air® app?

• How do I disconnect from Telstra Air®?

• What is Telstra Broadband Protect?

• How do I install Safe Browser?

• Does Telstra offer unlimited data plans?

• How do I install Anti-Virus Plus Security?

• What is Network Protection?

• How do I set up parental controls at home?

• What is Social Network Protection?

• Is my connection secure when I use Wi-Fi?

• How do I help to keep my children safe while they’re on the internet?

• How do I use the Telstra Home Dashboard™ App?

• Does Telstra Broadband Protect keep a record of what sites I visit?

• Privacy and security of Telstra Air

• What is mobile broadband?

• How do I move my Telstra services?

• What is an IP address?

• How do I report a mobile black spot?

• How do I set up my Pre-Paid Mobile Broadband device?

• How do I set up my powerline extender?

• How do I set up my Wi-Fi Extender?

• What if I’m having trouble with Telstra Air®?

• What's the Telstra Tech Savvy Seniors program?

• How do I install my new Mobile 4G Smart Antenna?

• How do I use one of my Data Top Ups?

• What if I’m having trouble with Telstra Broadband Protect?

• What is the difference between Home internet and Mobile internet?

• Does my Telstra-supplied modem need firmware updates?

• What is malware?

• What does ‘download’ and ‘upload’ mean?

• Can I add extra calls or data to my bundle?

• What do I do if my broadband stops working?

• How do I set up my Netgear Nighthawk® M1?

• How do I protect myself from malware?

• Why have I received an nbn connection kit?

• How do I order a Telstra service online?

  1. Select the product category you want from the Telstra Home Page

  

  • When you click the relevant product category you’ll see a breakdown of our current products, services, prices and deals.

             OR

             Navigate to the 'Compare Product Plans'

  • To find out more, click on a specific product.

  2. Click the ‘Buy Now’ or ‘Select Plan’ button to order your product

  To complete an online order you’ll need to:

  • Be at least 18 years old
  • Have the relevant ID, such as an Australian Drivers Licence, Australian Passport, or Blind Citizen Card
  • Provide your name, address, and date of birth

  What if I’m already with Telstra?

  • If you are an existing Telstra customer, you’ll need your 13 digit Account Number.
  • Provide your name and date of birth
  • For some purchases, such as new services, you may be asked to supply information about your residential status and employment details so we can run a credit check.
  • If at any stage your online order can’t be processed, you will be asked to call Telstra.

  3. Complete your order

  • To finalise your purchase, just follow the on screen instructions and fill in the required information.
  • Check that all your information is correct before you complete the order.

  4. After you’ve ordered

  • You’ll receive a confirmation email with your order details plus a copy of the Critical Information Summary (CIS).
  • If your order includes hardware, you will receive an email when the dispatch has been processed.
  • Any hardware takes from 1-10 business days to arrive, depending on where you live. You can use the order number in your confirmation email to track the progress of your order.

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• How do I activate Telstra Broadband Protect?

• I ordered Telstra home broadband – what happens next?

• What do I need to know about the Telstra technician installation appointment?

• How do I set up my devices on a Velocity® connection?

• What is the nbn™ network

• Do I have to switch to the nbn™ network

• When will I get the nbn™ network in my area?

• What type of nbn™ connection do I have?

• Can I have my phone and internet with different providers on the nbn™ network?

• What is the difference between the nbn co and Telstra?

• How can I improve my nbn™ broadband speed?

• Do I need a new plan when I move to the nbn™ network?

• What can I do at home to improve my broadband connection?

• What happens when the nbn co technician comes to set up my connection?

• What do the lights on my nbn™ FTTP Connection Box mean?

• What do the lights on my Fixed Wireless nbn™ Connection Box mean?

• What do the lights on my nbn™ HFC Connection Box mean?

• What factors outside my home could be slowing down my broadband?

• How do I set up my devices on nbn™ Fibre to the Premises?

• How do I set up my devices on nbn™ Fibre to the Node or Fibre to the Building?

• How do I set up my devices on the nbn™ HFC network?

• How do I set up my devices on nbn™ Fixed Wireless?

• How do I set up my devices on an ADSL connection?

• How do I set up my devices on a Cable connection?

• Replacing your nbn™ battery