Telstra Broadband - No Contract Plans Now Have Setup Fees Waived (Plus a Free Google Home Mini if You Signup before Dec 25th)

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Go to Deal

BooYa on 14/11/2018 - 08:52 telstra.com.au (12494 clicks)
Last edited 16/11/2018 - 17:42

Update: please read the comments in this thread - there have been numerous reports of mistakes being made during AND after the order.

Telstra unlimited cable broadband 50/5 Mbps now $89 per month with all setup fees waived.

This is the cheapest non-contract cable broadband from Telstra I have seen.

You get unlimited 50/5 cable internet, free latest modem, and free calls to landlines and mobiles in Australia (and a free Google Home Mini if you signup before Dec 25th).

I will be getting this while I wait for HFC NBN to be available in my area.

Ps. This is an online only deal, not sure if you can get it from a Telstra shop.

Also, this deal applies to new customers (although the website only mentions moving home).

Edit 1: Current Telstra customers - after reading the comments it appears that at least one current Telstra customer was able to get this deal applied as well, by chatting with an agent online.

Edit 2: Non-cable internet - this offer applies to all broadband connections, not just cable (according to a few comments in this thread).

I entered my address, chose the plan, when asked if I was an existing customer I clicked 'No' and I got a 'Good news we're waiving the $240 setup fee for you'message.

There have been numerous reports that sometimes the discount is not applied, others report (as has been my experience) that various discounts will be applied when using different browsers/devices (even by the same person).

I have had anything from $0 to $99 to the full $240 setup payment depending on device/browser before I was able to get the full discount - So if you're a new customer enter your address and check for yourself if it works for you.

If the link provided doesn't work, try this one (which is essentially the homepage for this offer) https://www.telstra.com.au/latest-offers/moving-offer

Internet Broadband Telstra

25 Feb 2019

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Telstra

closed Comments

- BooYa on 06/12/2018 - 17:03
  
  Not sure what they mean either - the coaxial box/connection is used only for HFC NBN. Maybe they meant when it switches over to NBN.
  
  The 4G backup is not bad (here). The speed you get from that will probably depend, in part, on your distance from the tower (often not the same distance as the exchange).
  
  I'm not sure what I got from the backup 4G. I posted it in this thread somewhere before. It was either 5 or 15, probably 15 but I can't remember now.
Myap6 on 06/12/2018 - 20:42

Looks like these stuck orders are really stuck! Been calling everyday since Monday to sort out my order and they keep telling me it’s been escalated. All I need them to do is manually add my Mac number from the modem so I can use it but they can’t do it. Anyone else having/had these problems?
- BooYa on 07/12/2018 - 13:42
  
  I got a direct number they gave me to activate the modem.
  
  I'll try to find it and pm you if I find it (mind you I've been in touch with them dozens of times or it seems, so I'm not sure if I can find the right one as I've got quite a few numbers not sure which one's which).
  
  If I find it, just ring it, and have your order number ready (as well as the MAC address from the back of the adapter not the modem if it's a cable connection).
  - Myap6 on 08/12/2018 - 07:46
    
    Thanks for that but I’ve tried that as well but they reckon they can’t do it as order is stuck. It’s not a big issue as still can use old modem for now. Once it’s connected I’ll be asking for some sort of credit due to the inconvenience.
    - BooYa on 08/12/2018 - 21:29
      
      Ok I found the number.
      
      I tried to send it to you by direct message (since it's an internal number I think) but your account doesn't accept new messages.
      
      Send me a pm and I'll reply with the number if you want (or you could change the settingsin your profile to accept new messages).
      
      Cheers.
      - victorheaven on 08/12/2018 - 22:20
        
        @BooYa: Can you please pm the number to me as well? I think my order is somewhat stuck too because of change of adapter.
        
        I called 1800 135 103 today.
        
        BooYa on 09/12/2018 - 00:35
        
        +1
        
        @victorheaven: Sorry guys, but the number @victorheaven posted is the number I was given once I received my modem but the order was still 'being processed'.
        
        I thought it was only used for modem/MAC activations by their provisioning/activations team).
        
        The only reason it sped things up for me is because I followed the instructions that came with the modem and cable adapter, and actually connected them to the wall plug and my computer.
        
        I was getting much less than the 50/5 I was expecting (I was actually using the built in 4G backup (which was almost as good if not better, than my old ADSL).
        
        So I rang Telstra and they did some checks and said that even though my order was still being processed (they could see my modem already being connected but not activated yet) they said that I could ring that number with an order/reference number they gave me to get fully connected to the network while my order was being processed.
        
        Note: the order/reference number they gave me to give the activations team was different from the other order number (s) I received before (I'm not a 100% sure about this but almost sure that it was different).
        
        So if your modem is connected and you can use it to browse the internet using the built in 4G you might be able to get it fully activated by ringing the normal Telstra accounts number again and tell them that you plugged the modem in and it just needs activation.
        
        Hopefully you'll get an order number so you can get connected at full speed while they process your orders (it's probably cheaper for them to connect you to their cable network than you using the 4G/wireless backup all the time, so I think that's possibly why they do this).
        
        Good luck (just plug everything in and have it connected to the built-in backup, and working, before you ring).
        
        Myap6 on 09/12/2018 - 14:08
        
        +1
        
        @BooYa: Thanks @booYa. Thanks very much for the detailed information and phone number. That’s the same one I’ve been calling daily and getting told it’s stuck and can’t do anything about it for 24-48 hours. Unfortunately not even the 4G SIM is working so can’t do much with it. Luckily the old cable modem is still working so it’s okay for now. Not looking forward to dropping to the 50/5 speed from 100 when it gets connected but hopefully won’t notice too much of a difference. Thanks again for all your information and I’m sure it has helped a couple others as well.
hiska on 10/12/2018 - 17:27

I was wondering if the title and description can be changed on this post as it is misleading, As I spoke to Telstra regarding this deal and I was told it was only for people at are moving into a new residence. They are only offering a bonus Google Home Mini on Casual Plans $69+ and 24-month Plans. The No $240 casual connection fee deal with the Google Home Mini is only for new customers moving into a new premise which the broadband connection is being organised for.
- BooYa on 11/12/2018 - 09:32
  
  I'm afraid you were misled by a Telstra rep.
  
  This is an online-only deal, so the rep you were talking to might not be aware of it. It is not available by phone.
  
  Hi, thanks for reporting your concerns.
  
  I can assure you that new customers are eligible (I, and many others in this thread who got this deal, are new customers).
  
  In fact, at least two existing customers reported here that they were able to get a discount on their existing contracts, using this offer as leverage.
  
  There MAY be a minimum monthly plan fee/spend/limit for the Google Home Mini, but you don't need a contract to get it - casual users get one too (until the 25th of December 2018).
  
  I am a new customer who signed up for this offer, I have zero setup or equipment fees, and I got the Google Home Mini, on a casual $89 unlimited cable broadband (and free phone calls) bundle.
  
  I suggest you follow the instructions in the original post, and read the comments that follow to get a better idea of the offer, and how to get it (as well as what problems to expect, and some advice as to how to resolve them).
  
  It can be a pain to actually get the Telstra IT system to apply this offer to your order (probably the most common problem) but if you apply online, and use the comments as a guide, you should be fine (there have been no problems with this offer that people couldn't get resolved, as far as I know).
  
  Good luck with your application (but expect errors, and you can expect having to make a number of calls to Telstra to get them resolved, then again you might be one of the lucky ones who have had no problems at all).
BooYa on 11/12/2018 - 09:36

Ok, my order has been finalised.

I received my first bill for the first month for $92, for the $89 unlimited data casual cable plan (and unlimited local and mobile phone calls within Australia bundled with it).

Bill is due on the 27th of December (my guess the extra $3 is pro rata or, more likely, some delivery fee I think I remember seeing somewhere).

I have the cable adapter, Gen 2 Smart modem, a free Google Home Mini, and I couldn't be happier (50/5 Mbps day and night).

I can finally watch Twitch in full HD without a single buffer, instead of the 160-360 or the occasional 480p on my old ADSL.

I can also stream full HD live IPTV from the EU (which is what I needed the most).

I can share a copy of my bill if anyone's interested (once I figure out how to edit out personal information from my bill, which I received by email as a PDF document, and then figure out how to post it here).
FutureMe on 11/12/2018 - 13:54

Just did online order for NBN. Currently on Telstra no contract $100 100Mbps Cable plan (was $90 a month ago).
Easy transition over to NBN for $89 a month with no additional costs for new modem or install. They promised me they will upgrade me to 100Mbps after line tests for free. Rep said I would get a free Google Home and Telstra TV after a few weeks. I did not go on a contract. Have to wait 10 days for NBN box to be installed.
- Nalar on 11/12/2018 - 15:04
  
  Can you give us a link\chat transcript where u get Telstra tv free pls? Would love to had TTV to my order.
  - BooYa on 16/12/2018 - 22:36
    
    I just noticed this thread, which might interest you @Nalar .
    
    Seems like it's the same, or similar offer, with the Telstra TV thrown in for free.
    
    https://www.ozbargain.com.au/node/421922
    
    Just be aware that if you get the Telstra TV service, especially if you get the Telstra TV box and remote for free, you MAY (or may not) be liable for pro-rata of the equipment charge/fee if you cancel any of the bundled products/services before 24 months.
    
    I know that was the case with some previous Telstra deals, not sure it applies to this one.
  - FutureMe on 17/12/2018 - 13:38
    
    I just casually said near end on online chat .'i saw mention they send us a telstra tv as well?. " and She replied with 'Yep' The Telstra TV arrived 2 days later with the new modem. She said Google home will take 2 - 3 weeks.
    Also just got email that confirms I am only on month to month and not contract.
    - ozdesi on 23/12/2018 - 22:15
      
      how did you manage getting free 100mbps speedboost?
      - FutureMe on 24/12/2018 - 08:15
        
        @ozdesi: just said I had had this speed on cable for last 5 years (116Mbps) . Havent got it yet but she said in chat that would would note down to give it to me for free.
        
        Nalar on 24/12/2018 - 08:37
        
        @FutureMe: I'll have to ask for the next time they (profanity) something up
hiska on 12/12/2018 - 16:51

Thanks for the info BooYa, Just wondering if it's true for a Telstra sales person to remove the $240 fee from a casual plan done over the phone (a few days before this deal was re-posted in early December) they must cancel the entire order including the NBN installation appointment to alter and recreate a new order including a new NBN Appointment at a later date without the $240 fee on the $89.00 Tier 50 NBN HFC Casual Home Plan? Sounds to me like pushy scare tactic to keep the $240 by making their customers fear a longer wait time to get connected to NBN Network with Telstra. I'm not sure if I should looking into writing a letter to my Excellent Local Member of Parliament about it yet (Who has in the past passed on previous letters to right people and things were fixed super quick) especially with what Telstra has done over the years to sabotage the NBN and now somewhat mislead their customers with possible incorrect information when signing up or trying to alter to their NBN Plans because they feel ripped off when they see other people didn't have to pay an extra $240 on the same plan.
- BooYa on 12/12/2018 - 18:04
  
  Hi hiska,
  
  I had a similar problem where my online order got processed by their IT system as a 24 month contract instead of the casual plan.
  
  When I rang them they said it would be impossible for them to change my order, and that I'd need to cancel it completely, and signup for a new one (with no fees etc the same as the online order).
  
  The Telstra rep was willing to apply the discounts and make sure no other fees were added later, such as the $240 fee, by adding a note to my order saying that the fees have been waived, and offered to give me some type of reference number just in case somehow the fee(s) were added later (in which case I would have had to ring Telstra accounts with the reference number to get it removed).
  
  I ended up cancelling the order as it seemed as too much stuffing around just to get Telstra cable when we have the NBN coming in the middle of next year.
  
  A few days later, after reading comments here that some other people have had no problems (while some did), I decided to place a new order online (as before).
  
  So, I'm not sure if they're trying to manipulate you into paying more than you need to, and whether they could just amend your order to remove the fee, or if you'd really need to cancel it and place a new one.
  
  Please note that this is an online-only offer, and that phone representatives may not have the knowledge or authority to offer it over the phone, or simply don't know how.
  
  I'd suggest you try contacting them using chat support first, they have been really good in resolving almost all of my problems other than one or two where I actually had to ring Telstra (activating my modem being one example).
  
  Plus you have the option to get the chat support conversation log emailed to you, and use it as proof of what was offered.
  
  Personally, to me, it seems to make no sense that they couldn't just waive the fee on your account, but it is possible that they simply can't do it because the IT system they use won't let them (or they either don't know how, or don't have the authority to do so).
hiska on 12/12/2018 - 19:24

Hi Booya thanks for the info, Yeah I noticed when speaking to various Telstra agents the last few days when you ask them a basic question most of them act like everything is on an need to know basis, it's like every part of their call centre overseas is that decompartmentaised even their connection managers can't access or won't answer simple questions regarding their basic operating proceedures at times especially when it comes to why they have to cancel your order and make you reorder when a simple note in the case notes could just be made on your account and instant message or email could be sent to their billing team regarding the matter for alterations.
victorheaven on 13/12/2018 - 01:23

Finally able to use the cable internet tonight, the speed is good!

However, I'm getting dropouts from all devices once "Telstra Air" and "Fon Wifi" become available as a wifi hotspot.

Is this just me?
- Nalar on 13/12/2018 - 20:00
  
  Turn them off, not worth using them.
  - victorheaven on 13/12/2018 - 21:03
    
    I did exactly that and my wifi has been perfect today. both Telstra Air and Fon Wifi has disappeared completely even though Telstra told me it would only disappear in 30 days…
    - BooYa on 14/12/2018 - 16:01
      
      I'm about to turn it off too.
      
      I haven't been able to connect using the Telstra Air app anyway (and I spent a few days trying).
      
      No wonder people just turn it off, it's basically unusable in it's current form.
      
      And the more trouble people have connecting to the Telstra Air network, the less hotspots there are, and less incentive for people to keep it on.
      
      It's a vicious cycle.
      - Nalar on 14/12/2018 - 16:51
        
        @BooYa: Teltra air offers nothing, unless you on one of them scam 3gb for $50 telstra plans like my mum was on.
        
        BooYa on 14/12/2018 - 16:58
        
        @Nalar: Yeah, I'm beginning to get a similar impression.
BooYa on 14/12/2018 - 16:57

The number of dropouts I've had since connecting to Telstra cable broadband is ridiculous.

Every day, several disconnects and switchover to the 4G network (the vast majority of them without any notification either by email or SMS).

I've rang Telstra that it is normal, and to be expected, I was told by Telstra that that the only time it might indicate a problem (and to ring their support) is if it happens more than five times a day, or if any dropout lasts for more than twenty minutes !!!

I think that's just unacceptable, I get switched over to the 4G network with a 5/1 connection several times a day, to enjoy speeds that are half of those I was getting on my old ADSL line.

Has anyone else noticed this, or is it just my area/equipment?
- BooYa on 14/12/2018 - 18:03
  
  Never mind. I checked for outages in my area - none.
  
  So I restarted the adapter and modem again (second or third time today) and now I'm back on the cable network.
  
  Still, definitely nowhere near as stable as my old ADSL (which usually had no dropouts for weeks or even months), and definitely nowhere near as stable as I expected.
  
  Luckily there is a built-in back-up in the modem, otherwise I'd be stuffed, and without internet several times a day.
  
  I'd be even more peeved if I was on a 24 month contract with this happening.
  
  Ps. I should probably add that rollout of HFC NBN has begun in my area, it may have something to do with that.
  - BooYa on 14/12/2018 - 20:16
    
    Ok. After speaking to Telstra technical support it turns out that my line quality is poor, which is the most likely cause of the dropouts.
    
    They are sending a technician out on Monday to check (and hopefully fix) the problem.
    
    I have to say that's not a bad outcome - TPG never sent anyone to fix my poor quality ADSL line in all the years I've been with them.
    
    I was told that the tech visit will be free, but since I'm getting the NBN next year which will use the same cable, I'd be happy to pay tgem to finally fix the issue once and for all.
    - BooYa on 21/12/2018 - 18:15
      
      Fixed. Turns out the dropouts on my cable broadband connection were caused by rusty wiring, which got replaced.
      
      Now a solid 50-60/5.
      
      International links are variable - anything from 2Mbps to the full 50 to US and Europe, depending on server (much MUCH better than TPG ADSL though).
Jono258 on 15/12/2018 - 08:12

How do you select the cable option. It just come up adsl even though I want the cable plan.
- BooYa on 15/12/2018 - 12:54
  
  You may not be in a cable area.
  
  Try putting your address in here and check what's available where you live https://register.bigpond.com/check-availability.do
  
  If cable is available, it should come up as an option on the Telstra broadband plans signup page (it should ask for your address, before offering plans available to you).
Captain Kremmen on 15/12/2018 - 15:06

Have been waiting for a cable deal like this. Didn't want to sign up to a 2 year contract as NBN was to come to the area last month (then June 2019, then March 2019 and now back to June 2019). My order did't have the Google mini listed but have confirmed with chat it will be sent out after connection.

I plan to keep my ADSL connected until I have a stable cable connection. My only concern that if cable is no good and I do cancel it, I will charged to $100.00 Temporary connection fee. Bit of a scam fee really, should be added to the minimum charge.
- grog on 15/12/2018 - 15:18
  
  captain… how is karla ?
  - Captain Kremmen on 16/12/2018 - 00:19
    
    Left me for a giant banana in the 80's.
- BooYa on 16/12/2018 - 15:25
  
  Yes I'm wondering about that.
  
  I believe you're referring to the phone portion of this 'bundle' where it says in the Critical Information Summary that you're liable for this fee if you disconnect the phone service (and hence this bundle) within 3 months.
  
  Please note that at the top of that very same Critical Information Summary there is a qualifier that says the information provided there does NOT take into account any promotions or deals Telstra may run from time to time.
  
  If you have the order confirmation (by email, chat support call log, etc) in writing that you can show that you have been offered a deal with a minimum monthly cost of the plan (and nothing else) then they should honour their offer, or it would be misleading (like you said) and and almost certainly against Australian Consumer Law.
  - Captain Kremmen on 16/12/2018 - 15:46
    
    I do hope you are right.
Nalar on 17/12/2018 - 13:45

Well, I sgned up this morning, it went well. Optimism is high!
- BooYa on 17/12/2018 - 14:44
  
  Did you end up getting Telstra TV thrown in, like you wanted?
  - Nalar on 17/12/2018 - 14:45
    
    nope. Casual cable on $89. i asked but no dice
    - BooYa on 17/12/2018 - 14:48
      
      Ah fair enough.
      
      The only thing I'd suggest then (since this problem, if it happens, takes longest to resolve because it requires order cancellation) is to make sure that it indeed went through as a casual plan and not a contract, as has happened to me and a few others.
      - Nalar on 17/12/2018 - 14:57
        
        @BooYa: How do I check? Phone call?
        
        BooYa on 17/12/2018 - 15:33
        
        @Nalar: Yeah 132200 or chat support https://www.telstra.com.au/chatnow/landing
        
        They'll be able to tell you a lot sooner than if you wait for the order to actually go through.
        
        Only to have to cancel it if it went through as a contract, and then reapply again.
        
        Lucky I did check when I did, or who knows how much longer it would have taken.
        
        Nalar on 17/12/2018 - 16:23
        
        @BooYa: Hey look at that, 24 month contract
        
        BooYa on 17/12/2018 - 19:51
        
        @Nalar: You'll need to cancel it, then either put another online order through yourself (it's what I did).
        
        Or, get them to sign you up for it (although being an online-only offer might make things more complicated to order over the phone).
        
        But yeah, at least you caught it early. Shouldn't set you back a single day if you can sort it out tonight.
        
        Ps.the orders going through as contract is probably the most common error (but all those whose order went through as a contract, managed to get it resolved, eventually).
        
        Nalar on 17/12/2018 - 22:27
        
        @BooYa: I went thru chat, they said I caught it in time and it's casual now. they also phone me while I was chatting and confirmed it.
        
        I'm gonna check back again tomorrow and triple check
        
        The girl on the phone said this happens mostly on new sign ups because the reps push thru the sign up quicker when it's 24 month and they forget to change it. I then pointed out how this really shit way to do business since new sign ups are valuable….she had to agree
        
        BooYa on 18/12/2018 - 03:26
        
        @Nalar: Good to hear that you caught it in time.
        
        I don't really believe that they 'forget' to process orders correctly as casual plans, it's more likely intentional as they probably get financial incentives to sign customers on long contracts.
        
        It sure wouldn't hurt to check again in a day or two (ask for an order confirmation email) or something else in writing.
        
        Did you know you can get a log of your support chat emailed to you?
        
        It's an option at the end of the chat. From memory, I think it looks like a + icon/button at the bottom of the chat window.
        
        I think there's another way to get the chat emailed to you. I think if you wait after rating it, instead of just closing the chat window, you'll get that option.
        
        You could use that as a reference in case you need to deal with Telstra support in the future (and there's a good chance you will).
        
        Ps. I understand why they'd want to process these orders as a contract:
        
        The cost of the equipment, delivery fees, plus the Google Mini, as well as the time and costs associated with new connection and provisioning, etc, would probably take a few months to recover.
        
        But I have no intention of changing my casual plan until we get the NBN here - cable broadband compared to ADSL is simply amazing (I already have no idea how I lived all these years without it).
        
        Nalar on 21/12/2018 - 23:16
        
        @BooYa: Quick update, I got my sign up email and they had $240 charge on it, so back on chat to complain, they assured me it wont be on my bill and if it is I call them back.
        
        Nalar on 28/12/2018 - 06:16
        
        +1
        
        @BooYa: Well, I got connected yesterday. 56mbps down.
        
        All it took was a phone call to regular cust service where I explained thaty cable adapter is all green and blue so I'm already connected, I got the speil about having to wait for landline to be connected but I just said to rep to connect me to broadband connections and I'll try my luck.
        
        Told them my Mac address and went to a website and book I'm connected.
        
        As a side note, because of the contract stuff around I asked for and got a telstra TV thrown in for free.
        
        BooYa on 30/12/2018 - 20:24
        
        @Nalar: Nice. Just in time for holidays.
        
        I had to ring them to connect my modem/cable broadband before the phone was scheduled for connection too, and I was up and away. My modem was also connected with a blue light (on backup 4G connection).
        
        55+/- Mbps too
        
        Nalar on 30/12/2018 - 20:29
        
        @BooYa: Did you get your google mini yet?
        
        BooYa on 30/12/2018 - 20:44
        
        @Nalar: I got TWO lol.
        
        First one came with the top mesh scratched/small hole in mesh, by fingernail of someone handling or delivering it.
        
        I rang Telstra and they replaced it without picking up the scratched one.
        
        I rang to ask what they want me to do with it and they have no idea, so I guess it's mine.
        
        I gave it to my mum who bought a Telstra phone but never got the mini due to the shop being 'out of stock'.
        
        So it all worked out.
        
        PS. Mine was delivered by startrak express, I got an order number from Telstra and I could track it easily.
        
        You could try asking for a tracking number too.
        
        Nalar on 30/12/2018 - 20:56
        
        @BooYa: I think if I have to call back I'll try for an free years of speed boost or one of those WIFI range extenders.
        
        BooYa on 30/12/2018 - 22:59
        
        @Nalar: Lol.
        
        I had to contact them 20-30 times.
        
        Still can't use Telstra Air, but I'm done calling them. I've got cable broadband working brilliantl.
        
        They had to replace the joint in the pit (which they did for free) so I'm going to leave it there.
        
        Glad that's all over. Got my first bill too for $89 so I'm set.
        
        Good luck with that speed boost lol, I think you'd sooner get the extender than the boost since they have apparently become pretty stingy with that.
        
        Nalar on 30/12/2018 - 23:08
        
        +1
        
        @BooYa: I'll report back
        
        BooYa on 31/12/2018 - 00:47
        
        @Nalar: Speed boost to 100Mbps would be nice, but tbh 50 is fast enough for me.
        
        Let us know, if you're lucky, I might try myself, but then again I might just leave it (they tried to sell me a $10 a month assistance package, I said "no, I build/repair computers in my spare time. I don't need hand holding, I just need Telstra to make things work the way it's supposed to, because it's not for the lack of skill I am having problems and need to contact you all the time" lol).
        
        It's almost as if they make things not work properly on purpose, so they can sell the $10/month support plan (or whatever it is).
        
        I'm glad I don't have to ring them again. I think I wrote here before that I'd rather have teeth pulled than talk to Telstra support again, lol (they're helpful and polite for the most part, but I have had enough Telstra assistance to last me a lifetime).
Nalar on 18/12/2018 - 09:16

50/50 on transcript email, original never showed up but 2nd chat did this morning.

Luckily I copy pasted whole thing anyway and name checked my rep, so under the bus he goes!
mding on 19/12/2018 - 21:38

+1

existing customer here, old plans discount got cut, so changed over to this, online chat was ok to waive the $240 casual fee
Captain Kremmen on 20/12/2018 - 19:46

Not a great start Telstra. Plugged modem as advised by Telstra only to be confronted by a 2 day outage. Lucky I have not cancelled my ADSL yet.
- BooYa on 20/12/2018 - 21:50
  
  After plugging it in, did you activate the modem by ringing them with the MAC address?
  
  I only found out I had to actually activate it when I rang them to find out why I was only getting 5/1 (turns out the modem switched over to 4G backup because it wasn't activated).
  
  But yea, I've had more than my share of teething problems with the connection.
  - Captain Kremmen on 21/12/2018 - 06:45
    
    +1
    
    Definitely a outage as confirmed by Telstra. Bit weird as I cannot get the 4G to kick in without disconnecting the cable adapter as the modem is indicating nothing is wrong. Telstra said they would not be able to register my service until the outage is fixed.
    
    Will mention the MAC address to Telstra as like you I thought just by plugging the modem in it should auto connect.
    
    Appreciate all your replies an advice to myself and other members throughout this post BooYa.
    - BooYa on 21/12/2018 - 22:16
      
      No worries mate :)
      
      I'm currently in an outage too, since about an hour ago. Due to very heavy wind gusts, and problems on the NBN network (not sure how the NBN affects a cable connection but that's what it says in the Telstra outages page).
      
      No estimate on service return either (lucky I have the 4G backup in the modem, that thing has been a life saver).
      
      When you're ready to activate you'll need to (I think this is the right number) ring 1800 135 103 with your order number (just make sure you have the modem and adapter etc, all connected and plugged into the socket before you ring to save time).
djlech on 21/12/2018 - 13:27

If I sign up for a new ADSL2 service today when will be my connection active ?
- BooYa on 21/12/2018 - 22:23
  
  Only Telstra can give you an estimate (and they're pretty good with sticking to that schedule).
  
  Try Telstra's 24/7 chat support https://www.telstra.com.au/chatnow/landing
  
  Or ring them on 13 22 00
  
  Ps. Once you place your order you'll get an order tracking number which you can use to track your connection through the various stages.
- Nalar on 21/12/2018 - 23:13
  
  I placed Order Dec 17th and I got 9th Jan as my connection day. They shipped modem today 21st.
  
  Cable in Qld if that helps.
Whisper Quiet on 21/12/2018 - 23:53

Ordered the new service today with the waived $240 connection fee online. Got the email saying I've been charged the $240 on the order estimate. I guess I'm going to have to call them and find out what's going on…. Pretty poor that they can't even set this deal up properly!
- Nalar on 22/12/2018 - 02:14
  
  +1
  
  In before BooYa —- When you ring/chat with them, check your not on a 24 month contract
  - Whisper Quiet on 22/12/2018 - 12:36
    
    Yeah I read the thread and saw what others have been going through. Also used to work for Telstra a while ago :)
    - Whisper Quiet on 22/12/2018 - 22:17
      
      +1
      
      When I called they said the confirmation email shouldn't be taken as definite for the $240 fee, they put a note on the account just in case it does appear on the first bill for it to be waived. Didn't have a contract attached either it says casual plan. Because of Christmas it will be Thursday it will be connected otherwise it would have been Tuesday (as I already have cable in the house) for modem delivery. Google Mini is going to be delivered but won't get tracking until Thursday connection. So basically anyone thinking of doing it, it seems to be alright, just call them up and show them the Telstra offer page if you get any emails saying the connection fee is still there.
      - BooYa on 30/12/2018 - 20:38
        
        @Whisper Quiet: A lot of the confusion stems from the fact that normally there are TWO $240 fees:
        
        $240 Setup/setup fee
        $240 Casual plan fee
        (If I remember correctly)
        
        Trouble is that the offer waives the connection fee, but people have still been charged the casual fee (which Telstra removes after complaint but I don't think they're required to).
        
        Using the online form on the other hand, you get a $240 CREDIT for the connection/setup fee, which then offsets the $240 casual fee, which DOES get added as a debit, but the NET effect is no fees if the online signup form is used (people can usually also get the same offer by chat support/sales or ringing Telstra sales, but not everyone has been able to get the deal over the phone).
        
        Sorry about the caps, but I just wanted to clarify where a lot of the confusion comes from.
Jenus on 27/12/2018 - 22:58

I just got my 2nd month bill today and I was slapped with a $192 for "Additional Connection Point Non Standard Install". I was not warned about this charges at all. Trying to get on the Live Chat but having a hard time connecting to anyone.
- BooYa on 30/12/2018 - 20:29
  
  That's not related to this offer.
  
  Did you have a tech come out to install a second socket? Because that's what it sounds the fee is for.
  
  The offer is for self-installs only (as far as I can remember) and 'standard' connection s (however they define that).
  
  Let us know how you go.
jasperthegoat on 02/01/2019 - 16:41

Anyone bringing across their number from another ISP? How did that go?
- BooYa on 04/01/2019 - 06:59
  
  It's been a couple of days with no reply, so I'll tell you what happened in my case.
  
  Basically, it's a straightforward process of getting your number transferred from one provider to another.
  
  However,I was unable to keep my old TPG ADSL number, so I had the option of proceeding with the cable broadband and phone installation from Telstra and getting a new number, or staying with TPG on ADSL.
  
  The problem was that TPG do not supply a 'real' POTS telephone connection, instead providing a VoIP connection for their telephone services.
  
  The technology is fundamentally incompatible with each other, and the numbers are often non-transferable.
  
  On top of that, and the main reason for not being able to keep my number (so I was told by Telstra provisioning), is because TPG use a different ID code than Telstra, for the same exchange.
  - jasperthegoat on 10/01/2019 - 12:26
    
    Came from TPG. Number ported after 2 weeks (finally). No internet at home now. Internet is apparently going to take more time ~2-3 weeks. Asked about getting the modem early (as that has 4G as backup) and was told it was not possible and if I wanted to, I need to cancel this order and place a self installation order which will have different costs and additional charges.
    
    It's been a long process, and still going.
- Shanda on 10/01/2019 - 12:24
  
  came from TPG, ported number over, took 1 month for them to release my number.
  - jasperthegoat on 10/01/2019 - 12:28
    
    Mine took 2 weeks. Where you placed on some Telstra Voice Complete package?
    
    Telstra told me it's a 2 step process where they do the phone first, then after they place a new order with Internet.
    - jwh on 12/01/2019 - 15:04
      
      My brother had the same problem, moving from Mynetfone.
      
      It has taken a month for Telstra to come out and do the phone, although his line is still down actually. But then the modem was sent the next day, and the 4G connection was working straight away. Cable working later that evening.
      
      I want to sign up to this but only have ADSL where I am. No cable in the street and who knows when NBN will actually arrive for me.
hiska on 20/01/2019 - 00:13

Just wondering is it normal for Telstra to charge a month in advanced for the UNLIMITED DATA $89.00 Causal Plan? i.e On my first bill they seem too be charging for the 1st and then a second month which doesn't end until 10 days after the bill is due.
- BooYa on 21/01/2019 - 23:13
  
  They do not charge in advance.
  
  They should pro rata your fees (I got charged $89 plus about $3 pro rata for part-month).
  
  I guess it's possible someone could be charged for almost two months depending on their billing date.
  
  Ps. I don't really understand what you mean by the 10 days, probably best to ring them, or check your bill for what you were charged (you can do so from your account page if you have registered).
  - hiska on 26/01/2019 - 14:29
    
    Thanks for the info I'll call them
- victorheaven on 29/01/2019 - 16:04
  
  I think this is normal.
  
  Your first bill will contain the charges for the pro-rata portion of the first month and the full second month. If your first billing cycle is 15 days then you should be charged $44.5 + $89 in your first bill.
katz on 24/01/2019 - 11:24

What happen to Telstra's NBN 100 speed plans?
- venomx2 on 24/01/2019 - 20:35
  
  they used to have it but not sure what happened

This was posted 5 years 10 months 5 days ago, and might be an out-dated deal.

Telstra Broadband - No Contract Plans Now Have Setup Fees Waived (Plus a Free Google Home Mini if You Signup before Dec 25th)

Update: please read the comments in this thread - there have been numerous reports of mistakes being made during AND after the order.

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