FAQs

What is Cable and how is it different to Telecom’s network?

TelstraClear’s network is designed around delivery of high volume TV channels and therefore has higher capacity to deliver faster broadband speeds over a “coaxial” cable rather than a pair of copper wires.

TelstraClear's cable network vs Copper phone lines
When copper phone lines were invented, no one even dreamt of the internet... you do the comparison.

Cable	Copper
Transmits on high bandwidth co-axial TV cable	Transmits over old copper phone line
Digital TV transmission available	No digital TV available
Speed not limited by distance	Speed is limited by distance
Very low delay in data transfer	High delay in data transfer
Properly shielded for broadband transmission	Not well shielded - affected by interference

How long will it take to become a TelstraClear Customer?

Normally this process will take between 3 and 10 working days. We will do our best to notify you in the event of any delays.

How many set top boxes can I have in my house?

Our standard allows for a maximum of 2 before network technicians may be required to make changes to our cabling in the street and/or your property. This may involved extra charges.

Can I get the same services I get from Sky TV?

TelstraClear has most of the TV channels which are available on Sky TV and a few additional channels. All the premium tiers are available such as Sport, Movies, Rialto and Rugby channel.

Do I need to tell Sky I am moving to TelstraClear?

Yes, you should call 0800 759 759 and advise Sky TV you are taking up a TelstraClear package which includes Digital TV. It is your responsibility to return the Set to Box to the local Sky TV office. TelstraClear is not allowed to return this for you.

I want to run more than one TV off the one set top box. Is this possible?

We do not currently recommend this when using our InHome Digital TV product.

I currently get TVLine™ with Telecom. Can I get this with TelstraClear?

Yes, our package is called Dual Service and includes PhoneLine rental and TelstraClear Digital TV.  You are also able to add Sports or Movies to you Digital TV Dual Service.

Do I need to buy a broadband modem?

No, TelstraClear supplies a modem as part of you installation and will set up you computer.  The modem remains the property of TelstraClear.

If I am an existing TelstraClear InHome TV customer with an analogue service, what will it cost to get Digital TV?

There is a standard $99 “one time” upgrade charge and $5 extra per month.

Can I keep my same phone number?

Yes.

Can I keep my services like Call Minder and Smartphone services?

TelstraClear will provide equivalent versions of most Telecom phone line features, however Call Minder messages can not be transferred to you new line.

Do I need to have Wiring Maintenance?

We recommend you have this insurance. If you already have wiring maintenance it will automatically be transferred. If you want to add or discontinue wiring maintenance please notify us once your existing services have been transferred. Please note you need to have had this service for 30 days before your fault is covered.

Do I need to contact Telecom separately to ensure I get a directory listing?

No. As part of your line rental, you will receive one free directory listing and we will arrange this for you. For additional listings you will need to contact Telecom Directories on 0800 803 803.

If I have a direct debit with Telecom, should I contact them to cancel this?

Yes you should. You can also use direct debit to pay your TelstraClear Bill. We will send you an application form with your Welcome Pack. Please complete this, return to us and we will arrange this for you.

Should I pay my last Telecom bill?

Yes you should. If you do not pay this you will be charged a late payment fee. If you are due a credit you will need to contact Telecom on 123 to obtain your credit.

How many bills will I get and how can I pay them?

You'll get just one bill that will include PhoneLine, associated services such as Call Minder™, toll calls, calls from home to mobile. Special number calls such as 0900 and Directory Assistance will also be shown on your TelstraClear bill. Telecom will continue to bill you separately for services such as Telecom Mobile or Xtra™.

Do you have a directory service?

You should continue to use 018. Your TelstraClear account will be charged for this service.

Can I get Internet Services with TelstraClear?

Yes, and we have lots to choose from. If you want dial up internet, choose from a range of plans provided by clear.net or paradise.net. If you want broadband, design a perfect package with PDQ Broadband.
If you already have Telecom Jetstream™ or Xtra Broadband™ you will need to select a PDQ Broadband plan in order to have HomePlan. If you do not select a PDQ Broadband plan, or you fail to advise us that you have these services with Telecom, we will transfer these services to an equivalent TelstraClear HighSpeed Internet Plan (ADSL) (prices and specifications of service will differ to what you currently have with Telecom). You are obliged to pay TelstraClear for these services in this instance.

Can I get Mobile Phone Services with TelstraClear?

Yes, mobile is now available to ALL TelstraClear home line, calling and broadband customers.

With a low monthly access fee, ultra low flat rate calling in New Zealand and 500 text messages included, the Invitation Mobile Plan is a simple answer to your mobile needs.

What if I have a problem with my line?

Contact TelstraClear on 0508 888 800 for any problems. Your level of fault service will remain the same.

Who should I contact if I have any questions?

If you have any questions, please contact us on 0508 66 22 77, and ask about InHome.

For further Help try our On-line FAQs.