visit your local Telstra store

1800 834 273

THE NBN™ GUIDE
FOR YOUR HOME
telstra.com/nbn

Everything you need to know about looking

after and using your new NBN equipment

DLNA Certified is a trademark of Digital Living Network Alliance.

The NBN Co logo, NBN Co and NBN are trademarks of NBN Co Limited and are used under Licence from NBN Co Limited.
The spectrum device and ™ are trade marks and ® are registered trade marks of Telstra Corporation Limited, ABN 33 051 775 556.

C023 FEB16
START
GET TO KNOW
YOUR NBN™ GEAR Fibre to the Premises equipment

SYSTEM
STATUS

BATTERY
POWER

REPLACE
BATTERY

ALARM
SILENCE

ALARM
SILENCE

BATTERY
EMERGENCY
USE
02

Now your home’s connected to NBN, you’re ready to bring

your home to life with your Telstra services. Your home will
Inside your home
be connected using one of the following technology types:
Fibre to the Premises, Fixed Wireless, Fibre to the Node or
Fibre to the Building.
Fixed Wireless equipment 08
This guide explains how your new equipment works, how to
look after it and solve problems if they come up. See across
the page to find out which technology type you have and then
head to the relevant section to find out more.

Inside your home

Fibre to the Building and Fibre to the Node equipment 11

Troubleshooting your NBN connection 12

Telstra Gateways 14
Connecting your devices 19
Using your home phone 21
Power outages and your NBN connection 23
Six tips for a happy NBN home 24
Help when you need it 25
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FIBRE TO THE THE NBN CONNECTION BOX
PREMISES EQUIPMENT

Learn about your NBN™ equipment. The NBN Connection Box is located inside
your home and has a number of ports at the
bottom to connect devices to NBN.

By now NBN Co will have installed an You may have also had a Power Supply
NBN Connection Box and NBN Utility Unit (PSU) installed.
Box at your place.

UNI-V

UNI-D
1 2 RESET 1 2 3 4 POWER

NBN Utility Box Power Supply Unit (PSU) NBN Connection Box
Only installed in certain premises.

SYSTEM

UNI-V ports UNI-D ports Power

STATUS

BATTERY
POWER

Used to connect If your service requires Connects to a

REPLACE
BATTERY

ALARM
SILENCE

ALARM
SILENCE services that do not a Gateway, such as powerpoint or
BATTERY
EMERGENCY
USE
require a Telstra Telstra Voice Advanced the NBN PSU
Gateway, such as or Broadband, you will (if you have one).
Telstra Voice connect your Gateway
Standard. to one of these ports.

Note: Ports are not interchangeable. If you have a

Telstra Voice Advanced service, it will only work over
Where there is no PSU the Uni-D ports. A Telstra Voice Standard service
will only work over the Uni-V ports.
Outside your premises Inside your premises

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02 03
WHAT’S THE NBN™ CONNECTION BOX
TELLING YOU?

The NBN Connection Box has a number Use the table below to identify what
of lights that allow you to check the status the NBN Connection Box is doing, and
of your connection. To access these lights, see if any action is required.
lift up the cover by holding it from the
bottom and pulling it towards you gently.

Light Indicator Meaning Action Light Indicator Meaning Action

Power Off This means there 1. Check the power cord is properly plugged Optical Off The NBN Connection 1. Try a reboot, by switching the NBN
is no power to the in at both ends, as shown on page 02, and Box has been disabled Connection Box off at the powerpoint,
connection box. that the powerpoint is switched on. externally. and after a minute, turning it on again.
2. If you have a PSU, check that it is plugged 2. If the problem is not fixed, contact
in, switched on and connected as shown Telstra Support on 1800 834 273.
in the diagram on page 02.
3. If the power light is still off, try a reboot, Solid red The NBN Connection 1. Try a reboot, by switching the NBN
by switching the NBN Connection Box Box has lost connection Connection Box off at the powerpoint,
off at the powerpoint, waiting a minute, with the fibre network. and after a minute, turning it on again.
then turning it on again. 2. If the problem is not fixed, contact
4. If there is still no power to the NBN Telstra Support on 1800 834 273.
Connection Box, contact Telstra Support
on 1800 834 273. Solid The NBN Connection No action required.
green Box is connected and
Solid red The NBN PSU is 1. Follow steps 1 and 2 above to check working properly.
operating on battery that the NBN Connection Box is properly
power. connected to power. Flashing This is normal and No action required.
2. If it is properly connected, check whether green simply indicates data is
the power supply to your house has been currently being
interrupted. transmitted.
3. If it is properly connected and there is
Alarm Off The NBN Connection Box Connect your devices as needed.
power to your house, call Telstra Support
is working, but you have
on 1800 834 273.
no devices connected.
Solid The power supply is No action required.
Solid red The NBN Connection Box 1. Try a reboot, by switching the NBN
green working normally.
has a fault and is not Connection Box off at the powerpoint, and
Flashing The NBN Connection Please wait while the NBN Connection Box working properly. after a few minutes, turning it on again.
green Box is starting up. powers up. 2. If the problem is not fixed, contact
Telstra Support on 1800 834 273.

Solid The NBN Connection Box No action required.

green is working normally and
is connected.

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04 05
THE NBN™ POWER SUPPLY UNIT (PSU)
AND POWER OUTAGES
Light Indicator Meaning Action
UNI-D1 Off There are no active 1. Check your devices are connected and
to D4 ethernet devices turned on.
(laptops, phones, etc.) 2. If your devices are connected and turned
connected to this port on, try to reboot the NBN Connection
at this time. Either: Box, by switching it off at the powerpoint, The NBN PSU is equipped with a battery To access the remaining battery press
• no ports are in use, or and after a minute, turning it on again. that enables phones connected to the and hold the BATTERY EMERGENCY USE
• all devices connected 3. If the problem is not fixed, contact Uni-V port (Telstra Voice Standard) to button for 2 seconds until the PSU beeps
to these ports are off. Telstra Support on 1800 834 273. operate for up to approximately 5 hours once and all 4 lights flash.
in a power outage.
Solid There is an active device No action required. When the battery is completely flat
yellow connected to this port. Services connected to the Uni-D port will the BATTERY EMERGENCY USE button
Flashing There is data activity on No action required. stop working during a power outage. will not work until the power has been
yellow this port. This includes your Telstra Gateway restored and it is recharged.
and any phones connected to it.
Solid There is an active device No action required.
green detected on the network
PSU Warnings and Lights
capable of operating at
up to 100 megabits per If you have an NBN PSU and you experience
second. a power outage, the PSU will beep once Note: Once you have activated
Flashing There is data activity No action required. and automatically switch to battery power. the remaining 50% of battery,
green of up to 100 megabits This will keep your phone connected for you cannot turn the BATTERY
per second being 2-3 hours, until 50% of the battery has been EMERGENCY USE button off again.
transmitted through used, after which time, the PSU will switch
the port. itself off. This will save the remaining 50%
UNI-V Off You do not have an No action required. of battery in case of an emergency.
1/2 active phone service
using this port at this
time.
Solid One or more telephones No action required. PSU Alarm Sounds
green are off the hook (being
used).
Cause Alarm sound Action required
Flashing One or more telephones 1. Check if someone in your house is
green have been off the hook using the phone. Power Failure Beeps once. Take action to restore power
for more than 1 hour. 2. If no one is using the phone, check Loss of power supply to the NBN PSU.
to see if any of your handsets have
been accidentally left off the hook. Low Battery Beeps four times every minute. Take action to restore the
Less than 50% remaining power to the NBN PSU.
Update Off Normal status. No action required.
Solid red NBN Connection Box 1. Contact Telstra Support Audible Alarm On Beeps twice when enabled. No action required.
software download on 1800 834 273. Alarm function is enabled
failure.
Audible Alarm Off Beeps once when disabled. No action required.
Flashing NBN Connection Box 1. Wait for the download to finish before Alarm function is disabled
green software is using your service.
downloading. 2. After it is finished, try using your Replace Battery Beeps once every 15 minutes. Call Telstra Support on
service again. 1800 834 273.

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06 07
FIXED WIRELESS FIXED WIRELESS NBN
CONNECTION BOX
EQUIPMENT

Learn about your NBN™ equipment. The NBN Connection Box has a number
of ports on its underside, which are used
to connect devices to NBN.

By now NBN will have installed an Outdoor These devices work together to bring
Antenna, Wall Outlet and NBN Connection Box. an NBN connection into your home.

UNI-D
Outdoor Antenna NBN Connection Box Power
1 2 3 4
(450mm x 450mm) (220mm x 127mm)

Outdoor Antenna connection point UNI-D Ports Power

Connects to the Outdoor Antenna. Connects to your Connects to
Don’t disconnect the cable from this port. Telstra Gateway. the power point.

The Outdoor Antenna What’s the NBN Connection Box

telling you?
The Outdoor Antenna has been put in a
Wall specific place to give you a good signal, Your Fixed Wireless NBN Connection Box
Outlet so it’s important not to move it or have has a number of lights that allow you to
anything in front of it. check the status of your connection.
Please don’t move, paint or tamper Use the table on the next page to identify
with any of your equipment, including what the NBN Connection Box is doing,
the cable, NBN Connection Box and and see if any action is required.
Outdoor antenna.
Watch the indicators for about a minute
Outside your premise Inside your premise to make sure they’re not changing or
resetting – then note down the colour
and steady or blinking state of each one
in case you need to call us.

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08 09
FIBRE TO THE BUILDING
AND FIBRE TO THE NODE
EQUIPMENT
While you won’t have any new NBN™ equipment inside
Light Indicator Meaning Action
your home, this is how your connection will work.
Power Solid green Power on. No action is required.

Off No power. 1. Check the power cord is

properly plugged in at both
ends, as shown on page 08, Instead of having any NBN equipment similar to the illustration below.
and that the powerpoint is inside your home, your Fibre to the Node or Your Telstra Gateway Max will plug
switched on. Fibre to the Building connection will be via into your phone socket and connect
2. If the power light is still off, an existing phone socket, which may look your phone and broadband.
try a reboot, by switching the
NBN Connection Box off at the
powerpoint, and after a few
minutes, turning it on again.
3. If there is still no power to
the NBN Connection Box,
contact Telstra Support on
1800 834 273.

Status Flashing green Normal operation. No action required.

Solid green Device is in test mode. No action required.

Flashing orange Device is starting up No action required.

and initialising.

Solid red There is a system fault. Contact Telstra Support

on 1800 834 273.

Outdoor Solid green Online. No action required.

Unit
Flashing green Activity. No action required.

Solid red Offline. Contact Telstra Support

on 1800 834 273.

Solid red There is an error. Contact Telstra Support

on 1800 834 273.

Signal Solid red Low signal strength No action required.

(no fault).

Solid orange Medium signal strength. No action required.

Solid green High signal strength. No action required.

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10 11
TROUBLESHOOTING
YOUR NBN™ CONNECTION
My internet is slow

1. The computer/device you are using may not have enough memory – try quitting any programs you are not
using. Some older PC’s and devices may not be able to work at the maximum speed of your service.
2. Check to see if other members of your household are using the NBN connection as well.
Having multiple devices connected and in use simultaneously may mean you sometimes notice
My internet/phone has stopped working the speed you are experiencing on any one device is slower than it would be if it was the only
device connected to your network and in use.
1. If you have a Telstra Gateway try to reboot it by switching it off at the power point and unplugging it.
3. Your Wi-Fi connection may be noticeably slower than connecting via ethernet cable.
Also check that the other end of the cord is still firmly attached to the Telstra Gateway.
Plugging the cable directly into your computer will always result in the higher speeds.
2. If you have an NBN Connection Box, reboot it by switching it off at the powerpoint and unplugging it.
4. Your download speed may be being limited by the source of the data or the capacity of the connection
3. If it was your phone that stopped working, please check all fixed phones connected to your to the source. The speed at which your content downloads can be impacted by the capacity of the
NBN service are on the hook and the cables connecting them to your service are properly servers the content is stored on, how those servers have been programmed to deliver the type of
plugged in to the sockets at either end. content you are requesting and the volume of demand at the time you are accessing it. The location
of those servers may also limit the speed depending on the capacity of the pathways connecting
4. Once you have waited at least 1 minute, plug your equipment back in and switch it on. the server to your service and the volume of traffic travelling those pathways at that point in time.
5. If you have an NBN Connection Box, it may take up to 5 minutes to properly start back up.
After this time the power indicator light should be solid green.
6. If you have a Telstra Gateway please also check it’s now back up and running normally. My Wi-Fi is not working
If there looks to be a problem with it, please refer to page 14 in this book.
1. If you have an NBN Connection Box please check the indicator lights to see that it looks to be
The power light on my NBN Connection Box is red or switched off/all the lights on my NBN running normally.
Connection Box are switched off
2. Check your Telstra Gateway power and Ethernet cables are still properly attached and the WAN
1. There may be a problem with your power supply. Check other items in your home to see if they are indicator light is on. If there is no light please follow the instructions in the next section below.
receiving power. If they aren’t you should turn off your Telstra Gateway and NBN Connection Box 3. If this is the first time you are trying to connect the device please check the instruction manual
until the power supply to your home resumes. or contact the manufacturer to ensure the device is Wi-Fi capable and that you are following the
2. If the other devices have power, please check your Telstra Gateway and the NBN Connection Box right steps. Please also try re-entering the ID and password details for your Wi-Fi in case you
are plugged in, switched on and all the cords are connected correctly. have entered them incorrectly.

3. If everything is connected and switched on, please check there is not an electrical problem 4. For devices previously connected to your Wi-Fi, try turning the device on and off and try
with the power outlet it’s using. Do this by plugging another electrical device into the outlet. re-connecting to your Wi-Fi network again.
If the device does not operate, it’s likely you have an electrical fault with your power point 5. If a large number of Wi-Fi devices are active on your T-Gateway/Telstra Gateway Max at the same
and/or power board. time, it may impact performance.
4. If no problem has been identified please call Telstra on 1800 834 273. 6. The location of your Gateway can also impact your Wi-Fi signal. Moving your Gateway up higher
may help improve the signal strength in your home Also, ensure it is not located behind anything
so the signal is not blocked.
7. If you’re still having problems with the performance of your Wi-Fi signal, try turning off any new
or other suspect electrical devices in your home one by one and see if your connection improves.

Your Telstra Gateway WAN indicator light is off

1. Ensure the cable is securely attached to the WAN port of the Telstra Gateway and firmly plugged
into the correct UNI-D port of the NBN Connection Box.
2. If your service still isn’t working and you have an NBN Connection Box, check the indicator lights
to see if it is operating normally.
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12 13
TELSTRA GATEWAYS
If you have broadband, you will have a Telstra Gateway. Compare the
pictures below to determine which Gateway you have, and use the
tables to check the status of your internet connection using it’s lights.

T-Gateway® Telstra Gateway Max™

T-Gateway

Light Description Action

Ethernet LED Solid green: ethernet connection 1. If the light is off, there is an ethernet
detected, no activity. cable connected and the device is
Flashing green: ethernet in use, check the cable is properly
connectivity detected and network connected at both ends.
traffic is ongoing. 2. If it is properly connected, reboot
Off: no ethernet connection the device by turning it off and on
detected. again a few minutes later.
3. If the light is still off, call Telstra
Support on 1800 834 273.

Wireless LED Solid green: a wireless device is 1. If Wi-Fi devices should be connected,
paired, no activity. try to reconnect using device
Flashing green: a wireless device is instructions. If still not working,
paired and network traffic is ongoing. re-boot your equipment. See page 13,
You may have this device if you’re connected You will have this device if you have a Off: no device is paired. “My Wi-Fi is Not Working”.
via Fibre to the Premises or Fixed Wireless Fibre to the Node or Fibre to the Building
technology. connection to the NBN, or if you selected Voice LED Solid green: VoIP service is 1. If your Internet light is green, however
this option with your Fibre to the Premises registered and no traffic running. the Voice light is off, re-boot your
By now, either your Telstra Technician or Flashing green: VoIP service is equipment by turning your Gateway
or Fixed Wireless connection.
you (if you completed a self installation) will registered and traffic is running. and devices off and on again after a
have set up your T-Gateway and connected By now, either your Telstra Technician or Off: no service is registered. few minutes, and wait 5 minutes for
your devices to it. Your T-Gateway allows you you (if you completed a self installation) will it to be remotely configured.
to access your Telstra services using the have set up your Telstra Gateway Max and
WAN LED Solid green: WAN connection 1. Check the connections to the NBN
NBN™ equipment installed in your home. connected your devices to it. Your Telstra
is connected and working. Connection Box and if necessary
Gateway Max allows you to access your Slow flashing green: Trying to re-boot it by following the steps on
Refer to pages 15 and 16.
Telstra services using the NBN equipment detect a network connection. page 12 “My internet/phone has
installed in your home. Fast flashing green: Network stopped working”.
connected and transferring
Refer to pages 17 and 18.
traffic (fibre).
Off: No network connection
established.

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14 15
T-Gateway Telstra Gateway Max

Light Description Action Light Description Action

Internet LED Solid green: internet connected, 1. Check the NBN Connection Box and WAN LED Solid green: WAN connection 1. If the WAN light is off and you
no activity. NBN connections (see page 02 or 08). is connected and working. have a Fibre to the Premises or
Flashing green: internet connected Slow flashing green: Trying to Fixed Wireless connection,
and activity is ongoing. detect a network connection. please check the status of the
Solid red: internet connection failed. Fast flashing green: Network NBN Connection box. Refer to
Off: No internet is connected. detected and trying to synchronise. pages 02 and 08.
Off: No network connection 2. If the Connection Box is turned on
DECT LED Solid green: DECT is paired and 1. If this light is not on, using your established. or you are using Fibre to the Node
ready for use. device instructions, re-register any
or Fibre to the Building technology
Flashing orange: DECT is in compatible T-Hub® 2 or alternative
and the WAN light is off, call Telstra
pairing mode and is registering. DECT handsets.
Support on 1800 834 273.
Off: DECT is not paired.
Internet LED Solid green: Internet connected 1. If the internet light is off and
WPS LED Solid green: WPS setup successful. 1. Assists with diagnosing the status
no activity. you have a Fibre to the Premises
Slow flashing orange: WPS setup of any WPS registration attempts.
Flashing green: internet is or Fixed Wireless connection,
in process.
connected and activity is ongoing. please check the status of the
Fast flashing red: WPS error.
Solid red: internet connection failed. NBN Connection box. Refer to
Off: idle.
Off: No internet connection. pages 02 and 08.
Status/Eco Solid green: power on, all required 1. Check your power supply is still 2. If the Connection Box is turned on
Power LED services are up and running. active. If not, turn off your T-Gateway or you are using Fibre to the Node or
Flashing red: device is booting up. and any fixed devices that are Fibre to the Building technology, call
Solid red: one of the required using power. Telstra Support on 1800 834 273.
services has failed. 2. Once the power is restored re-boot
Solid blue: device is in Eco mode Wi-Fi LED Solid green: Wi-Fi is on. 1. If the Wi-Fi light is off, please refer
your equipment.
(Wi-Fi disabled) and is operating Flashing green: Network traffic to page 19 and follow the steps to
normally. 3. If the light is still off, check: is ongoing. try and resolve the problem.
Off: power off. - that the T-Gateway power adaptor Off: Wi-Fi is off.
is plugged in directly to a power
point and turned on WPS LED Solid green: WPS setup successful. 1. Assists with diagnosing the status
- the power adaptor is securely Flashing orange: WPS set-up in of any WPS registration attempts.
connected to the T-Gateway progress.
- the power switch on the Intermittent fast flashing red: WPS
T-Gateway is turned on. session overlap.
4. If this still doesn’t work, call Fast flashing red: WPS error.
Telstra Support on 1800 834 273. Off: Idle.

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16 17
CONNECTING YOUR DEVICES
Have a laptop, mobile phone or other internet
enabled device you’d like to connect to NBN™?
Here’s how to do it.

There are 2 ways to connect internet The factory-set SSID and Wi-Fi security
Telstra Gateway Max enabled devices to your service – using Wi-Fi key for your Telstra Gateway are printed
(a technology that transmits data wirelessly) on the back of the unit and its Wireless
Light Description Action or via a cable (called an Ethernet cable). Security Card (if supplied). Wi-Fi signal
strength can vary based on your gateway
Ethernet LED Solid green: Ethernet connection 1. If the light is off, there is an place and home layout/construction. If you
detected. ethernet cable connected and Get your devices connected encounter Wi-Fi blackspots in and around
Flashing green: Ethernet the device is in use, check the your home, pick up one of our Wi-Fi Range
connectivity detected and cable is properly connected at Desktop PC’s and some older Internet
Extenders. To learn more about home
network traffic is ongoing. both ends. enabled devices may not support Wi-Fi
connectivity and tips to maximize Wi-Fi
Off: No ethernet connection 2. If it is properly connected, reboot and need to be connected via a cable.
coverage visit telstra.com.au/getwifi
detected. the device by turning it off and on Connecting with an Ethernet cable offers
again a few minutes later. a faster and more stable connection than
using Wi-Fi. Most modern portable devices
3. If the light is still off, call Telstra USB devices
Support on 1800 834 273. support Wi-Fi offering you the convenience
of being able connect to the internet without Your T-Gateway has a USB port on the
Phone 1 LED Solid green: voice profile 1 is 1. If your internet light is green, however attaching cords to your device. Whilst a side, and a high power USB port on the
registered and no traffic running. the Phone light is off, re-boot your device connected via Wi-Fi will not be as rear. You can use these ports to turn any
Flashing green: voice profile 1 is equipment by turning it off for a few fast, it can remain connected while you USB hard drive into a network storage
registered and voice/ and or minutes and on again, and wait for it
move about your house within range of the drive, and to share your USB printer
signalling traffic running. to be remotely configured.
Off: voice profile 1 not registered.
signal transmitted from your Gateway. between devices.
The T-Gateway is also DLNA Certified®
Phone 2 LED Solid green: voice profile 2 is 1. If your internet light is green, however
so you can use your home network to
registered and no traffic running. the Phone light is off, re-boot your Wi-Fi devices
Flashing green: voice profile 2 is equipment by turning it off for a few easily share digital photos, music, videos
registered and voice/ and or minutes and on again, and wait for Your Telstra Gateway Wi-Fi supports the and more between your connected devices.
signalling traffic running. it to be remotely configured. Wi-Fi Protected Setup protocol, so you can
Off: voice profile 2 not registered. easily add devices that support WPS to your
network. Simply press the WPS button on
DECT LED Solid green: Registered and no 1. If this light is not on, using your your T-Gateway to activate it.
traffic running. device instructions, re-register any
Flashing orange: DECT in compatible handsets. In most other cases, you’ll be able to get your
pairing mode. Wi-Fi device to search for available networks,
Off: DECT not paired. then simply select your network’s name and
enter its pass phrase. Your device’s user
guide should tell you more.

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18 19
USING YOUR HOME PHONE
Learn about the included
Telstra Calling Features.

Ethernet devices Take advantage of Telstra Air MessageBank Call Waiting

To connect your devices by ethernet cable, Telstra Air is our new community Wi-Fi The easy way to catch calls when you’re Call Waiting is automatically included and
connect the appropriate cable between your network. Join for free and get online using out (or already on the phone), MessageBank activated as part of your new Telstra Voice
device and one of the LAN ports on your your home broadband allowance on Telstra is included and activated with your Telstra service on NBN.
Telstra Gateway. If you want to add more Air Wi-Fi hotspots throughout Australia. Voice service on NBN™, at no extra charge.
Answer an incoming call
than four ethernet devices, you can connect To find out more visit telstra.com/air
The first time you access your MessageBank
an ethernet switch (to gain eight extra ports, Recall Dial tone 2
service, you’ll be guided through recording
for example). Ethernet cables usually
your personal greeting.
support faster data speeds than Wi-Fi. To return to original call, the second call
You’ll know you have new messages as needs to hang up.
If the devices you want to use are in
soon as you pick up your phone because
another room, and you still wish to connect Turn on Call Waiting
you’ll hear a special ‘interrupted’ dial tone.
via Ethernet, we can offer a Powerline
Extender. To learn more about home To access MessageBank (from the phone Dial tone 4 3 #
connectivity visit telstra.com.au/getwifi it’s connected to)
Announcement
Dial tone 1 0 1
Turn off Call Waiting
Follow prompts
Dial tone # 4 3 #
Turn on MessageBank
Announcement
Dial tone 9 9 #
Announcement

Turn off MessageBank

Dial tone # 9 9 #
Announcement

Change the ‘time in seconds’ delay before You can also manage Call Waiting
calls are sent to MessageBank and Call Forward options by
Dial tone 99 , enter time logging into My Account at
telstra.com/myaccount
in seconds (5-55 seconds) # .

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20 21
POWER OUTAGES AND
YOUR NBN™ CONNECTION

Call Forward Immediate Call Forward No Answer Broadband and Bundle Customers Home Phone Customers
Call Forward Immediate sends all your Call Forward No Answer will redirect your If you’ve taken up a Telstra Bundle or Telstra If you’re a Fibre to the Premises customer
incoming calls directly to another number incoming calls to another number that you Broadband service, it will usually include a and only require a phone service without any
that you choose. (Relevant call charges choose if no-one answers your home phone. Telstra Voice Advanced service for making internet access, we will provide you with our
apply to your forwarded calls.) The default ‘no answer’ delay is 20 seconds and receiving voice calls on NBN via your Telstra Voice Standard service with battery
or about seven rings. However, you can set Telstra Gateway. This service doesn’t have backup. ‘Voice Only’ services over the NBN
Turn on Call Forward Immediate
the delay to anything from 5 to 55 seconds. battery backup, so you won’t be able to make are not available in Fixed Wireless areas.
Dial tone 2 1 Phone number (Relevant call charges apply to your any calls (including to emergency numbers In this case, your home phone service will
forwarded calls.) like ‘000’) if the power goes out. continue to be delivered over the existing
# Telstra network.
Turn on Call Forward No Answer If you’re a Fibre to the Premises customer,
Turn off Call Forward Immediate your Bundle may include a Telstra Voice If you’re a Fibre to the Building or Fibre to
Dial tone 6 1 Phone number Standard service, with battery backup. the Node customer and only require a phone
Dial tone # 2 1 # # This will be the case if you are a Priority service without internet access, we’ll provide
Assistance customer, or if you told us you you with a Telstra Voice Advanced service.
Turn off Call Forward No Answer have a special requirement for battery During a power outage you won’t be able
backup, such as having an alarm connected to make or receive phone calls, including
Call Forward Busy
Dial tone # 6 1 # to your phone line. calls to Emergency ‘000’ services and we
Call Forward Busy only redirects any recommend having a mobile phone available,
If you’re in a Fixed Wireless area and are a
incoming calls to a number you nominate Change the ‘time in seconds’ delay before if you are seeking emergency assistance
Priority Assistance customer, or want a
if your line is busy. (Relevant call charges calls are forwarded during a power outage.
phone service that can still work when the
apply to your forwarded calls.)
Dial tone 6 1 Phone number power is down, you will keep your traditional
Turn on Call Forward Busy phone which works over the copper network.
enter time in seconds (5-55 seconds) #
Dial tone 2 4 Phone number If you’re connected via Fibre to the Building or
Fibre to the Node, you will receive a Telstra
# Voice Advanced service. During a power
Contact Telstra Support on outage you won’t be able to make or receive
Turn off Call Forward Busy 1800 834 273 for more information. phone calls, including calls to Emergency
‘000’ services and we recommend having a
Dial tone # 2 4 #
mobile phone available, if you are seeking
emergency assistance during a power outage.

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SIX TIPS FOR A HELP WHEN
HAPPY NBN™ HOME YOU NEED IT

01. Take care of your gear 04. Keeping your equipment clean More info Technical support
Your equipment, power adapters and You can safely clean your equipment with: If you ever want to know more about For help with your NBN connection, equipment
cables all need to be looked after properly. • a damp (not wet) cloth your Telstra services on NBN, you’ll and services call 1800 834 273.
The NBN boxes need adequate ventilation, • an anti-static wipe find all kinds of information online at
When you call we’ll need to identify you to
access and light (for when you check them), • small volumes of pressurised air telstra.com.au/support. Once there
protect the security of your service and
without being exposed to high temperature, (as sold by electronics stores). you can also log into My Account to
account information. So if other people in
humidity, dust, dirt or moisture – or the manage your Telstra accounts.
Don’t ever use household polishes, your household may need to make technical
risk of being bumped by passing people.
liquid or spray cleaners, or a dry cloth or billing enquiries, you’ll need to register them
If you need to disconnect your (it may cause a static shock). as Authorised Representatives. Just call
equipment, please switch off the 1800 834 273 and we’ll take care of it for you.
power before unplugging it.
05. If you move home
You don’t need to unplug any of the
optical fibre cables. When you move, you need to leave any Your User Details
NBN equipment behind. However you
should take your Telstra Gateway with you. Username
02. Be aware of the weather
If there’s storms or high winds in the Password
06. Renovating or rearranging
area, your NBN access may be affected.
your place?
Remember that power outages can cause
connection problems too. If you are a If you’re planning a renovation or need to
Fixed Wireless customer and you notice move your NBN equipment (if applicable),
the Outdoor Antenna or cable connecting your NBN phone socket or cabling, it’s a
it has been damaged by anything, contact good idea to contact us first. We can assess
Telstra on 1800 834 273. your plans and arrange for an NBN Co
Technician to visit your home to quote
carry out the work you need. You should also
03. Optimise your Wi-Fi never paint over your NBN equipment.
Some electrical and electronic appliances
can interfere with your Wi-Fi signal, especially
if they’re close to the NBN Connection Box
or Telstra Gateway. If you’re having problems,
try switching off any suspect appliances.
To help get a more detailed understanding
of whether this is impacting your signal,
download our Wi-Fi Maximiser app from
telstra.com/getwifi

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