Can I take up the satisfaction guarantee?
If you're an eligible customer and within 30 days of your service being connected, you can take up the satisfaction guarantee. The 30 days starts after the service is connected and order completed.
You're an eligible customer if you're a new Telstra home internet customer.
You're not an eligible customer if:
- You port out/disconnect without calling or messaging us;
- You're already a Telstra home internet customer and are simply moving to a new address; or
- You're a Belong home internet customer.
How can I take up the satisfaction guarantee?
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 limited) are not included.
Maximum of one claim per year, per person.
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 internet services.
Satisfaction guarantee: Available to eligible customers connecting a new home internet service with Telstra and who let us know that they are not happy with their service within 30 days of their connection. We will refund your monthly plan fee for that first month (not including usage charges) and any standard Telstra installation, connection, or activation fees (not including any nbn co fees we have passed on). We will also waive any applicable early termination charges and you will not be required to return any hardware (excluding Foxtel hardware) that Telstra may have provided as part of your service (for example, the Telstra Smart Modem or 5G Home Modem). Maximum of one claim per year, per person. This guarantee does not affect any other rights or remedies you may have under consumer law.
Foxtel marks are used under licence by Foxtel Management Pty Ltd. All rights reserved.
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