ABOUT NGWL
NextG Wireless Link (NGWL) was a Telstra home phone service used by some customers in rural and remote Australia. It used Telstra’s 3G 850 MHz mobile network to provide a fixed voice service and, for some customers, limited broadband. BIRRR understands there were more than 5,000 NGWL services across Australia.
NGWL was used by Telstra to provide home phone services to customers who may otherwise have relied on technologies such as copper or High Capacity Radio Concentrator (HCRC). NGWL services were rolled out in the late 2000s. Telstra began applying the Customer Service Guarantee (CSG) to NGWL services in 2018.
Why was NGWL Retired?
NGWL relied on Telstra’s 3G mobile network. When Telstra closed its 3G network on 28 October 2024, NGWL could no longer continue operating and affected customers were migrated to replacement technologies. Most NGWL customers were migrated to Telstra 4G Fixed Wireless Voice, while some customers without suitable mobile coverage were migrated to Telstra Satellite Voice (powered by Starlink).
The NGWL migration is now complete. This page is retained by BIRRR as an historical resource for former NGWL customers and to provide assistance to consumers experiencing issues with their replacement home phone service.
Your replacement home phone service
If you are a former NGWL customer and want information about the service you have been migrated to, including equipment, power requirements, limitations, consumer protections and support, see:
➡️ Telstra 4G Fixed Wireless Voice – Consumer Guide (coming soon)
➡️ Telstra Satellite Voice (powered by Starlink) – Consumer Guide (coming soon)
Having Problems after your NGWL Migration?
If you were migrated from NGWL and are experiencing problems with your replacement home phone service or you still have unresolved issues from the migration (including billing, number porting and disconnections), report the issue to Telstra and ask for a fault or case reference number.
– Telstra Regional Helpline 
1800 990 853 
7 days a week, 7 am–11 pm AEST
– My Telstra – sign in to check your service, troubleshoot problems and raise a fault. Make sure your contact details and preferred verification method are up to date so you can access your account when needed.
Keep a record of when the problem started, fault reference numbers, appointments and any advice provided by Telstra. For information about your rights, fault repair timeframes and the Customer Service Guarantee, see:
➡️ Landline Phones and the Universal Service Obligation (USO)
➡️ Home Phone Connection, Faults and Repairs
If the issue cannot be resolved with Telstra, you can lodge a complaint with the Telecommunications Industry Ombudsman. You can also contact BIRRR if you are unsure where to go for assistance – post on BIRRR or email us – birrraus@gmail.com
Historical NGWL Equipment & Installations
NGWL was delivered in several different configurations across rural and remote Australia. Depending on the location and available mobile coverage, installations could include external antennas, repeater equipment, towers and other equipment to help deliver the service. (More information here)
When customers were migrated from NGWL, some existing equipment and infrastructure was able to be retained or reused as part of the replacement 4G Fixed Wireless Voice installation. As a result, former NGWL equipment may still be in use or remain at some properties.
BIRRR has retained the images below as an historical record of the different NGWL installations used across Australia and to help former NGWL customers identify equipment that may still be located at their property.
Important: At some properties, equipment associated with the former NGWL service may also have helped improve mobile coverage at the premises. If your NGWL/landline service was cancelled and this equipment was removed, disconnected or stopped operating, you may have noticed a reduction in mobile coverage at your property.
Examples of NGWL equipment and installations:
Examples of an NGWL repeater tower, equipment and antenna, with new 4G Fixed Wireless equipment installed.
The Different NGWL Configurations
Disclaimer: This information was prepared by Better Internet for Rural, Regional & Remote Australia (BIRRR) by numerous volunteers, using our lived experience and Telstra Fact sheets and updated in August 2026 as a general consumer information resource. Information, regulatory requirements, service arrangements, timeframes and compensation amounts may change. BIRRR recommends confirming current information with your service provider, the ACMA or relevant Australian Government agency. This information is general in nature and does not constitute legal advice.