What is Telstra’s satisfaction guarantee?

If you’re not happy within 30 days of connecting to the nbn® or Opticomm access network with Telstra, you can cancel and we’ll refund your first monthly plan fee and any hardware repayment costs.

Search suggestions will appear below the field as you type
    No results found

    Can I take up the satisfaction guarantee?

    If you’re an eligible customer and within 30 days of your service being connected to the nbn or Opticomm access network, you can take up the satisfaction guarantee. The 30 days starts after the service is connected and order completed.

    You’re an eligible customer on a month-to-month plan if:

    • You’ve connected a new service to the nbn or Opticomm access network with Telstra; or
    • You’ve migrated to the nbn or Opticomm access network with Telstra.

    You’re not eligible if:

    • You’re using ADSL/cable, or Velocity;
    • You’re a customer of Belong (including nbn);
    • You’re already on the nbn or Opticomm access network and simply moving to a new address; or
    • If you port out/disconnect without calling.

    How can I take up the satisfaction guarantee?

    To take up the satisfaction guarantee, contact us within 30 days of your connection.

    What will I get back?

    We’ll refund your monthly plan fee for that first month and you won’t be required to return any hardware that Telstra may have provided as part of your plan (excluding Foxtel from Telstra equipment if applicable).

    Non-standard installation charges or charges from third party wholesalers (including nbn co) are not included.

    Maximum of one claim per year, per person. Not available on 4G/5G home internet services.

    This guarantee does not affect any other rights or remedies you may have under consumer law.

    I’m an existing Telstra customer but new to the nbn or Opticomm access network with Telstra. Am I eligible for the satisfaction guarantee?

    Yes, if you’re connecting to nbn or Opticomm access network for the first time with Telstra, you’re eligible for the satisfaction guarantee.

    What if I want to return to my old ADSL or cable services?

    Once you take up an nbn service at your address, you can’t move back to ADSL or cable services on Telstra’s network. You’ll still be able to use nbn services with another provider or simply no longer have home phone and broadband services.

    Rather get in touch? Let's get you connected

    My Telstra app

    View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more

    Contact us

    We're here to answer your questions.

    Multilingual support

    If you'd like to speak with us in your preferred language, we've got you covered.