TELSTRAGUIDE TO FIBRE CONNECTION

CONNECTING YOUR HOME TO TELSTRA SERVICES ON THE NBN

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

TELSTRA’S ONGOING SUppORT 23

OUR GUIDE TO UNLOCkING AMAzING IN YOUR HOME

IT’S HOW WE CONNECTWe’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 BigPond Velocity® 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.

The NBN will be built on a region-by-region basis across the country and is scheduled to be completed by 2021. On completion, fibre will reach 93% of Australian premises. The remaining 7% of premises will be served by either fixed wireless or satellite technologies.

The NBN is a wholesale-only network, which means NBN Co does not sell directly to consumers. That’s where we come in.

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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 INSTALLATIONWE’RE WITH YOU

EVERY STEp OF THE WAYTHANk 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 ExpECTTo 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.

Please call us on 1800 TFIBRE (1800 834 273).

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YOUR NBN CO AppOINTMENTYOUR FIRST INSTALLATION AppOINTMENT IS WITH NBN COA 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 LIkETo 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)

NBN Premises Connection Device (NBN PCD)

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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 EQUIpMENTWe’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.

This means that the account holder, or an authorised representative on the account, will need to be present at the installation. If you’d like to add an authorised representative to your account for this purpose please speak to our Telstra Fibre Connection Specialists.

In some instances your appointment may need to be rescheduled for a non-standard installation. A Telstra Fibre Connection Specialist will be in touch to arrange that for you.

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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.

9 We’ve created a template showing the size of the NBN equipment that you can use to help plan where you’d like to position the NBN equipment in your home.

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YOUR TELSTRAAppOINTMENT

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 TELSTRAA Telstra Fibre Connection Specialist will organise your Telstra technician appointment.

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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 INSTALLATIONYour 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 NBNWe 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 NBNWe 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 faults or incompatible wiring, your Telstra technician will discuss this with you including any fees that may apply.

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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 Velocity Home 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.

8 If you’d like to re-use an existing Wi-Fi network name (SSID), please have the details and its associated password available for your Telstra technician.

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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.

READY TO CONNECT? HERE’S A CHECkLIST TO MAkE SURE

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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 Velocity Home 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) for a quote, or visit telstra.com.au

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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:

• 4Ethernetports–usedfordirectcabling to your computers, printers and other devices such as the T-Box®

• 2USBports–USB-supporteddevices can be connected here. Devices such as external hard drives can be added

• Wi-Fiwirelessconnectivity–manydevices 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

• 1phoneport–dependingonyourvoiceservice a phone port will be available for your Telstra Digital Voice Service on the NBN. The remaining phone port has been temporarily disabled

• there’salsoaWANportonyourBigPondVelocity 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?If you have a T-Box, FOXTEL on T-Box will be delivered via your Telstra service on the NBN. Any other FOXTEL services will continue to be delivered over your current cable or satellite connections.

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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

Italian Italiano 1800 649 013

Korean 1800 773 421

Spanish Español 1800 726 002

MONDAY-FRIDAY / 9am-9pm

Cantonese 1800 677 008

Mandarin 1800 678 876

Vietnamese 1800 644 500

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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 trade marks of NBN Co Limited and are used under licence from NBN Co Limited.FEB

2012

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CALL 1800 TFIBRE (1800 834 273) telstra.com/unlockamazing VISIT A TELSTRA STORE