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Telstra receives 50% less calls, complaints from smart modem users

28 March 2019 by Michael Giffney 0 Comments

Customers using the new Telstra Smart Modems - with automatic back-up to the Telstra 4G mobile network - make 50 percent less calls and complaints to support centres, says Telstra.


The claim was made in a blog around the launch of the Smart Modem Gen 2, and I for one believe it!

I recently moved home and thank goodness for my Telstra Smart Modem. On arrival at the new property we found a sad little ADSL wall plate with an incompatible connector.

It took over a month before the NBN technician finally turned up - third time lucky - to fix the issue.



Thankfully the three teenagers in the house were able to survive the biggest potential tragedy yet to befall them thanks to the Smart Modem's intuitive back-up to 4G. Surprisingly when we got Telstra cable connected (long story - nbn own the lines but the area is not yet nbn-ready), we didn't notice any real difference with the speed.



The mobile connection had coped with gaming, Netflix, and youtube watching on four devices, concurrently. Furthermore, Telstra did not charge me for the data I was using from their 4G network as an emergency connection, as they were managing my relocation.


What are the five smartest things about Telstra Smart Modem Gen 2?

1. No wait for an nbn connection!

 The new Telstra Smart Modem Gen 2 makes it easier to get connected. Get online within minutes at home when you purchase a device instore or receive a Self-Install Kit in the mail. The built-in 4G mobile backup means peace of mind and continued connectivity if the nbn network is disrupted. It’s also easier for Telstra field technicians to diagnose the network if there’s a glitch and for households to keep track of what devices are connected, and how much data is being used.

2. Backup for home phone voice calls

Australians that are connected to the nbn network now must connect their home phone through their modem, rather than into a separate wall socket as their voice is delivered over the broadband connection. With over two million Australians now connected to the nbn network, backing up their services via a mobile service is more important than ever for fixed and voice connectivity. The new Telstra Smart Modem Gen 2, is all about peace of mind – and to that end, it lets nbn customers continue to make voice calls over their fixed line home phones during broadband disruptions, using the 4G network – a first for any provider on the nbn.

3. Mobile network backup for more reliable internet

When you sign up for a new broadband connection, reliability should be something you expect – not just hope for. That’s why every Telstra Smart Modem includes mobile network backup, giving you an automatic secondary connection using our mobile network in the case of any broadband disruption, without any extra effort needed from you. Your Telstra Smart Modem will connect as soon as you’ve set up your device at home, even while you’re waiting for an nbn connection to your home or business to be activated. Our internal testing has also shown a 10% improvement in Wi-Fi coverage compared to previous versions of the Telstra Smart Modem.

4. Wi-Fi tools help Telstra diagnose your network faster

If you ever have any issues with your home broadband experience, Telstra field technicians have one-click access to vital stats on the health of your home network. TheTelstra Smart Modem constantly measures broadband speed and wireless network performance, and reports back to a secure Operational Support System – making it faster for Telstra support experts to get you back online. In three months we have tracked nbn migrations, and had over 60% less home call outs for support from customers using the Telstra Smart Modem.

Using the Telstra Home Dashboard App, customers can also map the Wi-Fi in their home, view connected devices and also run a speed test to determine both the speed and quality of the Wi-Fi network in their home.

5. It looks good in your living room, too

Telstra has surveyed customers to better understand where they use their Telstra Smart Modems, and have redesigned the latest model to make it white, light, sleek and stylish so that it can sit in the centre of the living space without looking out of place. 

Things you should know
The Telstra Smart Modem Gen 2.0 requires 4G coverage. Voice backup is only available to nbn network customers. Internet backup speeds are limited to 6/1Mbps and will vary with location and content accessed. 

VoicePlus is Telstra Platinum Partner 2019

Source: this blog is based on a Telstra Exchange post by , Head of Innovation & Strategy - Telstra Consumer and Small Business. Published 30 October 2018.

©VoicePlus 2019. All rights reserved.

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