WHAT’S
INSIDE
MY TELSTRA
CUSTOMER REFERENCE NUMBER IS:
MY NBN CO
INSTALLATION AppOINTMENT IS:
Date: / /MY TELSTRA
INSTALLATION AppOINTMENT IS:
Date: / /We’re here for any questions you might have following the installation of your Telstra products on fibre. A Telstra Fibre Connection Specialist will contact you by email or text prior to your installation appointments and on the day of installation. We’ll also try to contact you shortly after you receive your first bill to make sure you understand it and answer any questions you may have.
A minimum of two business days’ notice is required to cancel or re-schedule an appointment.
UNLOCkING AMAzING IN YOUR HOME
01
WE’RE WITH YOU EVERY STEp OF THE WAY
03
YOUR NBN CO AppOINTMENT
05
YOUR TELSTRA AppOINTMENT
11
YOUR QUICk CHECkLIST FOR CONNECTION
17
YOUR QUESTIONS ANSWERED
19
OUR GUIDE
TO UNLOCkING
AMAzING IN
YOUR HOME
IT’S HOW WE CONNECT
We’re here to help you connect to the National Broadband Network (NBN), Australia’s new fibre network. As Australia’s leading telecommunications provider, we’ve been a part of local communities across the country for more than 100 years and have the local experience and on-ground presence to ensure an easier transition to fibre for you.
We’ll help you make the most of your digitally-connected world with our range of services and fibre-ready devices like Telstra T-Hub®, T-Box®, and our BigPondVelocity® Home
Network Gateway.
From installation to ongoing support, you can rely on us to make it as easy as possible to enjoy the benefits and unlock the full potential of the new fibre network.
WHAT IS THE NBN?
The National Broadband Network (NBN) is a government initiative to ensure all Australians can choose high-speed broadband.
A government-owned company called NBN Co has been created to build, install, and maintain the NBN.
YOUR HOME pHONE SERVICE
If you live in an area where you can access a home phone service on the existing Telstra network, at his stage there won’t be any change to your home phone service and it will continue to work as normal.
IF YOU LIVE IN A NEW ESTATE OR RESIDENCE
If you’re in a new estate where the existing Telstra network isn’t available, you will be getting a Telstra Digital Voice Service on the NBN. Your voice service will run via your BigPond Velocity® Home Network Gateway.
Unlike some existing phone services, the Telstra Digital Voice Service on the NBN will not operate during a power failure. This means you won’t be able to make or receive telephone calls, including to Emergency ‘000’ services. Please consider the implications of this, especially if you have a back-to-base alarm or personal response system (medical alert/ emergency call system) that you’d like to connect via your Telstra Digital Voice Service on the NBN.
Most existing devices will be supported by your Telstra Digital Voice Service on the NBN. However, some older landline telephone handsets (such as a dial/rotary phone), back-to-base alarm systems, personal response systems (medical alert/emergency call systems) and fax machines may not work over fibre. Please check with the manufacturer/provider to check if your device is compatible.
YOUR FIBRE
INSTALLATION
WE’RE WITH YOU
EVERY STEp
OF THE WAY
THANk YOU FOR CHOOSING TELSTRA FOR YOUR FIBRE SERVICES.
CHOOSING TELSTRA MEANS THAT YOU HAVE OUR TEAM OF TELSTRA
FIBRE CONNECTION SpECIALISTS TO HELp YOU FROM START TO FINISH,
CO-ORDINATING YOUR INSTALLATION AppOINTMENTS, AND MAkING
YOUR TRANSITION TO THE NEW NETWORk AS EASY AS pOSSIBLE.
WHAT TO ExpECT
To connect your home to fibre, we’ll need to arrange two installation appointments for you, one with NBN Co and one with Telstra. In most cases the appointments will need to be on different days.
For each installation, you (or a person you authorise on your Telstra account who is over 18 years old) will need to be home to:
• let in the NBN Co installer or the Telstra technician, and authorise the final location of equipment
• approve any additional charges.
Please make sure that our Fibre Connection Specialists have up-to-date information on who will be present at each appointment and their phone contact details.
If you rent your home, you’ll need to get consent from your landlord for the installation of the NBN equipment prior to the installation appointment, including its preferred location. You may want to let your landlord know when the NBN Co appointment is, so they can attend or be available for consultation over the phone. If you live in a multi-dwelling unit, consent to install the NBN equipment may also be required from the body corporate or owners’ corporation.
BEFORE EACH AppOINTMENT
Make sure you’ve completed the quick checklist on page 18 for an easier connection.
Two to three business days
before installation: We’ll send you a text or email to remind you of your appointment date and time.
On the days of installation: Your NBN Co installer or Telstra technician will call and let you know when they’re on their way to your home. Please allow around 4-5 hours for each installation appointment – every home is different and in some cases more than 5 hours may be required.
If you need to reschedule: That’s fine as long as you give us two business days’ notice. Then we can make a new time to get
you connected.
YOUR NBN CO
AppOINTMENT
YOUR FIRST INSTALLATION AppOINTMENT IS WITH NBN CO
A Telstra Fibre Connection Specialist will organise your NBN Co appointment.
Your NBN Co installer will install the NBN Co equipment both outside and inside your home. Once this equipment is installed we’ll be able to connect your Telstra services to the fi bre network.
WHAT NBN CO EQUIpMENT LOOkS LIkE
To help you plan where you’d like to have the NBN Co equipment installed, here are the approximate dimensions of the equipment. We’ve also created an equipment template that you can download from telstra.com/unlockamazing so you can place it on the wall
in your preferred location ahead of your installation appointment.
Please advise the NBN Co installer where you’d like the NBN equipment to be installed at the start of your installation appointment. We’ve outlined some important things to consider on page 10.
Models and size of equipment may vary. Images © NBN Co Limited 2012.
© NBN Co Limited 2012.
WHERE
WHAT
MORE DETAILS
OUTSIDE
YOUR
HOME
The NBN PCD is where fi bre optic cable from the street connects to your premises with either above or below ground cabling.
INSIDE
YOUR
HOME
The NBN FWO is where the fi bre optic cable enters your house. It will connect to the NBN PCD.
Approx. 70mm (W) x 110mm (H) x 18mm (D)
The NBN NTD converts light from the incoming fi bre optic cable into data and voice services.
The BigPond Velocity® Home Network
Gateway plugs into the NBN NTD. 172mm (W) x 130mm (H) x 33mm (D). There will be additional cabling from the NBN FWO to your NBN NTD.
The NBN PSU supplies power to the NBN NTD and includes a battery backup which will back-up some phone services on the NBN.
Please note: the battery backup doesn’t supply power to Telstra’s Digital Voice Service on the NBN.
217mm (W) x 179mm (H) x 78mm (D). NBN Network Termination Device
(NBN NTD)
NBN Fibre Wall Outlet (NBN FWO)
NBN Power Supply Unit (NBN PSU)
pLACEMENT OF
THE NBN EQUIpMENT
WHAT’S INCLUDED IN
AN NBN CO INSTALLATION
As part of a standard installation, in most situations NBN Co will install up to 60 metres of fibre cabling from the boundary of the property to the NBN Premises Connection Device (NBN PCD) and up to 40 metres of cabling from the NBN PCD to the NBN Network Termination Device (NBN NTD) inside your home.
There are a number of factors which may result in your installation being non-standard, including if the installation is complex or difficult; if there are obstacles, dangers or safety concerns during the installation; or if additional equipment (eg more than one cable from the street) is needed.
NBN Co has not yet determined how multi-dwelling units (for example a block of apartments) will be handled, so please speak to our Telstra Fibre Connection Specialists if you live in a multi-dwelling unit.
BE SURE TO THINk ABOUT YOUR pREFERRED LOCATION
FOR YOUR NBN EQUIpMENT
We’ve outlined some handy hints on where to install your NBN Co equipment on page 10. Please keep these in mind when discussing where to locate the NBN NTD with your NBN Co installer – for best performance the NBN NTD and BigPond Velocity® Home Network
Gateway should be located in the same room and close to the devices that you’ll use most – your main computer for example.
When the NBN Co installer arrives, tell them where you want the NBN equipment installed in your home. As each home is different, the NBN Co installer will assess possible locations for your equipment and whether the installation qualifies as a standard or non-standard installation. If you’re not happy with the NBN Co installer’s suggested location, you can request for the equipment to be installed in your preferred location. However, this may result in a non-standard installation by NBN Co and/or Telstra.
If the installation at your home is ‘non-standard’, the NBN Co installer will provide you with a quote. The installer will ask for your OK before starting a non-standard installation. The charges for this additional work will appear on your Telstra bill.
Before your NBN Co installation appointment, it’s important to think about where you would like to locate the NBN Co equipment inside your home:
THINGS TO THINk
ABOUT BEFORE YOUR
NBN CO AppOINTMENT
1
Your NBN NTD should be positioned close to your main computer and the BigPond Velocity® Home Network Gateway.To achieve best performance, your NBN equipment should be located in the same room as the BigPond Velocity Home Network Gateway wherever possible. For example, in the study close to your computer or your existing broadband modem (see recommendations for the second appointment on page 16).
2
Your NBN NTD should be located inside your home, not in a separate building such as a shed or garage.3
Your NBN NTD and your NBN PSU will need to be located together, within three metres of a dedicated 240V power point. This can’t be an extension lead or power board.4
You’ll need easy access to the NBN NTD so you can check the indicator lights if there’s a problem.5
Don’t select an area prone to extreme temperatures, dampness, steam, dirt or dust.6
Make sure the equipment will have ventilation space around it – and that it’s in a low-traffic area to ensure it doesn’t get bumped.7
Think safety – if you have young children or pets, please ensure all the equipment is installed out of their reach.8
You may have the NBN service for a long time, so keep in mind how your home may be set up in future.YOUR
TELSTRA
AppOINTMENT
WHAT TELSTRA
EQUIpMENT LOOkS LIkE
ITEM
MORE DETAILS
INSIDE YOUR HOME
BigPond Velocity®
Home Network Gateway
The BigPond Velocity Home Network Gateway connects your devices to the NBN via the NBN NTD.
224mm (W) x 25mm (H) x 155mm (D) | Display Stand: 56mm x 155mm
YOUR SECOND INSTALLATION AppOINTMENT IS WITH TELSTRA
YOUR TELSTRA TECHNICIAN WILL ALSO:
• make sure that your BigPond Velocity Home Network Gateway and your fibre services are connected and working
• demonstrate your new Telstra fibre services and how your devices will work on the new network.
If you need additional services such as extra cabling for a BigPond Velocity Home Network Gateway located in another room than the NBN NTD, the Telstra technician will discuss what your best options are. Additional fees may apply.
If you’ve ordered a T-Hub or T-Box, it will be sent to arrive prior to the Telstra installation appointment. Your Telstra technician will install and connect these products for you.
MAkE THE MOST
OF TELSTRA ON FIBRE
Your Telstra technician will also leave you with a support guide for Telstra services on the NBN. This will explain how to connect more of your devices to your BigPond Velocity Home Network Gateway, as well as some simple checks if your fibre service doesn’t appear to be working. It’s great to keep near your computer because it includes all your support options and key contact details as well as a page to note down all your account and network references.
After your Telstra installation, our Telstra Plus services
can assist you with connectivity to different rooms in
your home, upgrading your devices or even repairing
PC issues – so you can sit back and relax.
FOR A QUOTE pLEASE CALL 13 PLUS (13 7587)
WHAT’S INCLUDED IN
A TELSTRA INSTALLATION
Your Telstra technician will install your BigPond Velocity® Home Network Gateway and
connect it to the NBN NTD.
Your standard installation includes cabling between the NTD and the BigPond Velocity Home Network Gateway as long as:
• the BigPond Velocity Home Network Gateway is to be located in the same room as the NBN NTD
• the NBN NTD is easily accessible
• there is a power point within three metres of the location of the BigPond Velocity Home Network Gateway.
IF YOU’RE GETTING BIGpOND INTERNET ACCESS ON THE NBN
We will:• configure and test the BigPond Velocity Home Network Gateway including its Wi-Fi • connect your T-Hub® and/or T-Box® to the BigPond Velocity Home Network
Gateway using Wi-Fi or existing cabling
• if you’ve purchased a new T-Hub or T-Box, the Telstra technician will assist you with setting this up
• spend up to 90 minutes connecting up your devices, such as your computer, TV or mobile device (with usernames and passwords provided by you).
IF YOU’RE GETTING A TELSTRA DIGITAL VOICE SERVICE ON THE NBN
We will:• connect your existing voice cabling from an existing phone point and plug in your existing home phone and test that your new Telstra Digital Voice Service on the NBN is working • test all the phone points in your home. If additional work needs to be done to rectify any
Before your Telstra installation appointment, it’s important to think about where you would like to locate the BigPond Velocity® Home Network Gateway.
THINGS TO THINk
ABOUT BEFORE YOUR
TELSTRA AppOINTMENT
1
Think about what devices you will use the most (eg computers, TV, phone, mobile devices). Your BigPond Velocity Home Network Gateway should be as close as possible to where you use your existing devices as it will help get the best possible performance. For example in the study close to where your main computer or your existing broadband modem is located.2
The BigPond Velocity Home Network Gateway should be positioned close to a 240V power point. Remember, your NBN equipment should also be located as close as practical to the BigPond VelocityHome Network Gateway, preferably in the same room as this will help you to get the best possible performance.3
You’ll need easy access so you can check the indicator lights if there’s a problem.4
Don’t select an area prone to extreme temperatures, dampness, steam, dirt or dust.5
Make sure the equipment will have ventilation space around it – and that it’s in a low-traffic area to ensure it doesn’t get bumped.6
Think safety – if you have young children or pets, please ensure all the equipment is installed out of their reach.7
Make sure you have the username and passwords for any devices you would like the Telstra technician to connect to the network.YOUR QUICk
CHECkLIST
FOR
CONNECTION
If you can’t make either installation appointment, please call us on 1800 TFIBRE
(1800 834 273) and let us know at least two business days in advance.
ITEM
1
I have provided the Fibre Connection Specialist up-to-date information on who will be present at each appointment and their phone contact details, and have added these people as authorised representatives on my account.2
I have my landlord’s consent for the installation (if required).3
I have contacted my back-to-base alarm system or personal response system (medical alert/emergency call system) provider to check the compatibility of my system to the NBN (if applicable).4
I have considered where I would like my NBN Co equipment and my BigPond Velocity® Home Network Gateway to be positioned in my home,and have obtained my landlord’s consent to the positioning (if applicable). See NBN equipment position template.
5
I have the usernames and passwords available for any devices I want connected during my Telstra installation appointment.6
I understand that each installation appointment may take around five hours, and in some cases may take longer.YOUR QUESTIONS
ANSWERED
If you have a Telstra Digital Voice Service on the NBN most existing devices will be supported. However, some older landline telephone handsets (such as a dial/rotary phone), back-to-base alarm systems, personal response systems (medical alert/ emergency call systems) and fax machines may not work over fibre. Please check with the manufacturer/provider to check if your device is compatible.
When you buy any new equipment or services, please make sure they are fibre ready.
WILL THERE BE ANY
DISRUpTION TO MY SERVICES
DURING THE INSTALLATION ?
There may be an interruption in your telephone and/or internet service during installation depending on your location and services.
The NBN Co installer and Telstra technician will let you know at the time of your appointment if this is likely.
CAN WEATHER AFFECT
MY INSTALLATION ?
With the installation of equipment both inside and outside your home, adverse weather conditions may make installations unsafe for the NBN Co installer or our technician. If the weather prevents us from being able to connect your home safely, we’ll give you a call and reschedule your installation for another day.
WHAT DOES MOVING TO THE NBN
MEAN FOR MY ExISTING EQUIpMENT?
WILL IT NEED TO BE REpLACED?
If you currently have internet services, you won’t need your existing ADSL or Cable modem, or Home Network Gateway, as your internet connection will operate through your new BigPond Velocity® Home
Network Gateway.
Most ethernet devices can be connected to your new BigPond VelocityHome Network Gateway. This includes devices such as computers, switches or routers currently plugged into your existing Telstra gateway or modem.
If you want additional help to setup your devices after your Telstra installation, you can call Telstra Plus on 13 PLUS (13 7587)
WHAT HAppENS IF I RESCHEDULE
OR MISS MY AppOINTMENT?
You can reschedule your appointment – we require two business days’ notice. Please call 1800 TFIBRE (1800 834 273)
to reschedule your appointment.
WHAT DO I NEED TO DO
IF I DON’T HAVE A DEDICATED pOWER
pOINT WITHIN 3 METRES
OF WHERE I WANT THE NBN NTD
AND NBN pSU LOCATED?
If there isn’t a suitable location within three metres of a dedicated 240V power point, you will need to have a power point installed prior to the NBN Co installation appointment. If you can’t arrange this before your booked appointment, please call us so we can reschedule your appointment.
HOW MANY DEVICES CAN I
CONNECT TO THE NBN?
Your BigPond Velocity® Home Network
Gateway allows the following connections: • 4 Ethernet ports – used for direct cabling
to your computers, printers and other devices such as the T-Box®
• 2 USB ports – USB-supported devices can be connected here. Devices such as external hard drives can be added • Wi-Fi wireless connectivity – many
devices can be connected wirelessly to your network using Wi-Fi. Remember – the more devices you have connected at once using Wi-Fi the slower they will be • 1 phone port – depending on your voice
service a phone port will be available for your Telstra Digital Voice Service on the NBN. The remaining phone port has been temporarily disabled
• there’s also a WAN port on your BigPond Velocity Home Network Gateway that connects you to the NBN NTD.
You can expand your network with a variety of options. For more information please call Telstra Plus on 13 PLUS (13 7587) .
CAN I GET ADDITIONAL WORk
DONE DURING THE VISIT FROM
MY TELSTRA TECHNICIAN?
Yes. If you need additional work to be done, like installing more cabling or phone points in your home while your Telstra technician is on site, please speak with our Fibre Connection Specialists. The Telstra technician will provide the costs of the work directly to you once they’ve assessed your home and discussed the work needed with you.
WHEN WILL MY pHONE BE CONNECTED
TO THE NBN?
If you currently have a land line, your home phone service will initially remain on the existing phone network and your phones will continue to work as normal. In future, we may transfer you to a voice service on the NBN. We will of course explain all the details to you before anything happens. If you’re in a new estate or residence connecting for the first time, you’ll be getting a Telstra Digital Voice Service on the NBN. In future Telstra may offer a wider range of voice services on the NBN and we’ll let you know when these are available.
WILL MY INTERNET SERVICE WORk
WHEN THE pOWER GOES OUT?
No. As with current internet services, the internet won’t work in the event of a power outage.
WILL MY TELSTRA DIGITAL VOICE
SERVICE ON THE NBN WORk WHEN
THE pOWER GOES OUT?
For Telstra Digital Voice Service on the NBN, your phone won’t work without power.
WILL I BE ABLE TO CALL
TRIpLE zERO (000) WHEN THE pOWER
GOES OUT?
For Telstra Digital Voice Service on the NBN, during a power outage your home phone won’t work and you won’t be able to call 000
from your home phone. It’s a good idea to have a charged mobile phone available in case of emergency.
WHY IS A BATTERY BACkUp BEING
INSTALLED IF IT ISN’T BEING USED FOR
MY SERVICE?
NBN Co provides a battery backup as part of their standard installation. Although this doesn’t work with your Telstra services at the moment, in future some of our voice offerings may use the battery backup so calls can be made when there is a power outage.
WHO WILL MANAGE A FAULT WITH
A SERVICE pROVIDED ON THE NBN?
We will. Your Telstra technician will leave you with a troubleshooting guide that gives you valuable information to help you identify and fix simple problems with your fibre service, and provides you with details for contacting us if you need additional help.
You don’t need to contact NBN Co directly, even if the problem is with their equipment. We’ll co-ordinate any support issues with you.
HOW WILL MY BILL WORk?
A Telstra Fibre Connection Specialist will call you to explain how your bill will work with the new fibre network services. If you’ve agreed to a quote for a non-standard installation with NBN Co, you’ll see those charges on your Telstra bill. The non-standard installation charges may not appear on your first bill.
IS FOxTEL GOING TO BE pROVIDED
THROUGH THE NBN AS WELL?
Come in to one of our national network of Telstra stores and partners. Find your local store easily on store-locator.telstra.com.au
You can even join us on Facebook® or Twitter and we can respond to your query
in the way that works best for you.
If you’d prefer, you can speak to a customer service representative in a language other than English.
We’re here to connect so call, click or come in today.
CALL 1800 TFIBRE (1800 834 273)
telstra.com/unlockamazing
VISIT A TELSTRA STORE
TELSTRA’S
ONGOING
SUppORT
All Telstra 1800 numbers are free when you call from a fixed line phone in Australia.
MONDAY-FRIDAY / 9am-5pm
Arabic 1800 726 001
Greek 1800 189 129
Indonesian Bahasa Indonesia 1800 429 432
TM and ® are trade marks and registered trade marks of Telstra Corporation Limited, ABN 33 051 775 556. Facebook® is a registered trade mark of Facebook, Inc. Twitter is
a trade mark of Twitter, Inc and is used under licence. FOXTEL marks are used under licence by FOXTEL Management Pty Limited. The NBN Co logo, NBN Co and NBN are
