What is Telstra's satisfaction guarantee?
If you're not happy within 30 days of connecting your home internet with Telstra, you can cancel and we'll refund your first monthly plan fee and any hardware repayment costs.
Can I take up the satisfaction guarantee?
If you're an eligible customer and within 30 days of your service being connected, you can take up the satisfaction guarantee. The 30 days starts after the service is connected and order completed.
You're an eligible customer if you're a new Telstra home internet customer.
You're not an eligible customer if:
- You port out/disconnect without calling or messaging us;
- You're already a Telstra home internet customer and are simply moving to a new address; or
- You're a Belong home internet customer.
How can I take up the satisfaction guarantee?
To take up the satisfaction guarantee, message us or call 13 22 00 within 30 days of connecting.
What will I get back?
We'll refund your monthly plan fee for that first month and you won't be required to return any hardware that Telstra may have provided as part of your plan (excluding Foxtel from Telstra equipment, if applicable).
Non-standard installation charges or charges from third party wholesalers (including nbn co limited) are not included.
Maximum of one claim per year, per person.
This guarantee does not affect any other rights or remedies you may have under consumer law.
Things you need to know
Satisfaction guarantee: Available to eligible customers connecting a new home internet service with Telstra and who let us know that they are not happy with their service within 30 days of their connection. We will refund your monthly plan fee for that first month (not including usage charges) and any standard Telstra installation, connection, or activation fees (not including any nbn co fees we have passed on). We will also waive any applicable early termination charges and you will not be required to return any hardware (excluding Foxtel hardware) that Telstra may have provided as part of your service (for example, the Telstra Smart Modem or 5G Home Modem). Maximum of one claim per year, per person. This guarantee does not affect any other rights or remedies you may have under consumer law.
Foxtel marks are used under licence by Foxtel Management Pty Ltd. All rights reserved.
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