Velocity transition and upgrade FAQs

The sale of the network is part of our ongoing commitment to T22 to simplify our operations and products, improve customer experience and reduce our cost base. 

With the roll out of the nbn™ network, Telstra has now ceased to be a fixed network infrastructure provider in most parts of Australia. 

Given the cost of the regulatory requirements Telstra would have needed to comply with if we were to continue operating the networks beyond 1 July 2022, we decided to sell our networks to a provider that would upgrade the technology giving customers access to enhanced broadband products and services once they are transitioned. 

Uniti Group Limited (“Uniti”) is an ASX200 listed company and is a diversified provider of telecommunications services. Opticomm is a wholly owned subsidiary of Uniti who will undertake the network upgrade works. 

After an area is upgraded and services are transitioned to the new network, Opticomm will become the wholesale service provider of that network. 

Opticomm will not sell retail services in these areas. Opticomm will only act as the telecommunications wholesaler to other Retail Service Providers (RSPs). Just like nbn co, end user customers will receive services from an RSP of their choice.

You can check your address to find out when Telstra South Brisbane and Velocity Estate services will be available on the upgraded network.

As part of the sale, Opticomm will upgrade the network technology, giving you access to enhanced broadband products and services, and enabling you to receive faster internet speeds.

The upgrade will happen area by area, based on geographic location. You’ll need to transition to the upgraded Opticomm network once it’s available in your area because it will replace your existing Telstra fibre connection. 

You can check your address to find out when your area will be available on the upgraded Opticomm network.

You will require an Opticomm approved technician to visit your premises to make changes to the equipment inside your premises, or on the outside of your building. 

You’ll need to choose a Service Provider for your services on the upgraded Opticomm network prior to the actual transition.

Telstra will become a Service Provider of Opticomm prior to the transition commencing in July 2022, enabling Telstra customers to select from an enhanced suite of voice and broadband internet plans.

If you choose Telstra as your Service Provider, we’ll make your appointment for an Opticomm approved technician to carry out the necessary upgrade work. The technician will ensure your services are successfully moved and ready for activation on the Opticomm network. If you choose a Service Provider other than Telstra, you’ll need to contact them directly to check the steps you need to take to transition to the upgraded network, and to avoid disconnection of your services.

If you currently have your service with Telstra, we’ll be in touch approximately 10 weeks before it’s time to upgrade, to share important things you need to know, and transition the steps you need to take to ensure continuity of your services.

Telstra and Opticomm are working together to build the systems, processes and network connections required to enable services to be activated on the upgraded network. 

The transition involves disconnection of your current fixed line services from Telstra’s FTTP network and connection of your new services on Opticomm’s upgraded FTTP network. This is all planned to happen to minimise any disruption to your service. 

Customers will be transitioned on an area by area basis, based on geographic locations spread around the country. 

Each geographic area is referred to as an ‘FDH Area’ (Fibre Distribution Hub Area ). It’s an indoor or outdoor enclosure housing the connection of fibre cables and other network equipment to support network connection to all premises (e.g. homes or offices) within its vicinity. 

An Opticomm service technician will complete the work that needs to be done for the FDH in your local area, and most likely will visit your premises. 

Prior to the transition, you’ll need to choose a Retail Service Provider (RSP) for your services on the upgraded network. Your chosen RSP will make the appointment for the Opticomm technician visit if needed, and is responsible for letting you know what steps you need to take to activate your services with them. 

Once the physical work to transition your service is complete, the Opticomm technician will check that your services are successfully transitioned and will let your chosen RSP know that your services are ready for activation.

You can check your address to find out more about the transition and when Opticomm will be available in your area. 

We expect the transition of services across to Opticomm to start from July 2022, and to take approximately 12 months to complete the transition of the entire network.

Learn more about the Transition Roadmap and Schedule

The Transition Roadmap and Schedule will be updated each month as Telstra and Opticomm progress with the rollout plan. You should always refer to the most recent version of the schedule for the most up-to-date information.

You can check your address to find out more about the transition and when Opticomm will be available in your area. 

Telstra and Opticomm are working as quickly as possible to bring the enhancements and benefits to you.

We need to allow time for Opticomm to build and test the brand new infrastructure, systems and network interfaces required to successfully operate the upgraded FTTP network.

You must change to the Opticomm network to avoid your services being disconnected. It’s important that you act promptly when you receive communication from Telstra, another Service Provider or Opticomm about the transition.

Your Telstra services will stay the same until it’s time to transition your services to the upgraded Opticomm network.

This is expected to start in July 2022 and should take approximately 13 months to complete all estates and suburbs across the country.

If you currently have your service with Telstra, we’ll be in touch before it’s time to change to the upgraded Opticomm network. We’ll keep you informed of all the important things you need to know, and the steps you need to take to ensure the continuity of your Telstra services.

If you wish to change providers, you’ll be able to select from a list of Service Providers who offer plans over the Opticomm access network.

If you have a monitored medical alarm, fire alarm service, or a lift emergency phone, it’s important you check with your third-party service provider that your service will continue to work on the upgraded Opticomm network.

If you currently get your service from Telstra, we’ll contact you directly in the lead up to the transition commencement date for your area with the important dates and the steps that you need to take. Other service providers may also undertake marketing in your area.

Find out more about the transition and information you’ll receive from Opticomm

Your Telstra services will stay the same until you it’s time to transition your services to the upgraded Opticomm network.

If you currently have your service with Telstra, we’ll be in touch before it’s time to transition to the upgraded Opticomm network. We’ll keep you informed of all the important things you need to know, and the steps you need to take to ensure the continuity of your Telstra services.

You can learn more about the transition and when the upgraded Opticomm network will be available in your area by checking your address at Velocity Opticomm information.

You may need to change plans when you transition to the Opticomm network. We’ll let you know at the time of transition and help you choose a plan that’s right for you. All Telstra in-market plans are now offered month-to-month, with no lock-in contracts.

Telstra will not charge you to transition your service to the Opticomm network during the allotted transition window.

This will depend on what plan you choose. The Opticomm network upgrade will enable a choice of plans offering increased internet speeds compared to speeds available on Telstra’s FTTP network today. Plus, there are even higher speed options planned in the future.

Read more about Opticomm network reliability

Yes, an Opticomm approved technician will need to visit your premises to make changes to equipment inside or outside your building. 

Your chosen Service Provider may make the appointment for you, or you can visit https://www.opticomm.com.au/velocity to find out more. A person over the age of 18 must be present whilst the technician transitions your service.

If you don’t have a compatible modem, and you choose Telstra as your service provider, we'll send you a modem when it’s time to upgrade. Our ordering system will determine whether a new modem is required at the time you make your technician appointment.

You can keep your existing telephone number when you transition to Opticomm. 

Opticomm will not affect your access to free-to-air TV. 

You’ll still need to have a set top box, just as you had before the Opticomm transition. Your set top box will not need to be re-programmed during the switch over.

Telstra will be a Retail Service Provider (RSP) on the Opticomm network. If you’re an existing Telstra customer, we’ll contact you directly and let you know what arrangements need to be made to transition your services from the Telstra network to Opticomm with Telstra as your RSP.

If you don’t currently have a broadband or voice service, or wish to change providers, you will be able to choose from a number of retail service providers (RSPs) offering services over the Opticomm FTTP network.

Yes, the upgraded network will remain as FTTP but will be on the Opticomm network instead of the Telstra network. Opticomm has invested in the latest generation FTTP technology within the upgraded network, fit to service customer needs well into the future.

If you wish to connect to the current Velocity network, Telstra will help you connect. Call us on 1800 008 994 (Monday to Friday, 8am to 8pm AEST). You could also contact another RSP currently providing phone and broadband internet services on the Telstra Velocity network.

If you wish to connect to the upgraded network, once your area becomes ready for service, you can contact us on 1800 008 994 (Monday to Friday, 8am to 8pm AEST). You could also contact another RSP found on the Opticomm website.

You’ll need to contact your chosen service provider to report any service difficulties. Or contact us for technical support for services on your Telstra bill. 

Contact us for technical support  or call 1800 008 994.

Find more information about Uniti

Find more information about Opticomm

If you have a monitored medical alarm, fire alarm service, or a lift emergency phone, it’s important you check with your third-party service provider that your device and service will continue to work on the upgraded Opticomm network.

Telstra understands how important it is for Priority Assist Customers to have a reliable, working service. As there will be an outage during the upgrade, we will send Telstra Priority Assistance customers a Big Button Phone at no cost before your technician appointment.  

The Big Button Phone has 2 important features:

• An inbuilt battery backup, to ensure that you can continue to make calls (for up to 8 hours) in the event of a power outage.
• An inbuilt 4G mobile service, which will take over in the event of a network outage, to ensure you can continue to make and receive phone calls.

Our team will discuss this with you further when you make your technician appointment.