The Universal Service Obligation (USO) is a long-standing consumer protection that ensures everyone has access to landline telephones and pay phones regardless of where they live or work.
Telstra is responsible for delivering the USO, and must provide standard telephone services (STS) on request to every premises in Australia within reasonable timeframes. This is both a legislative and contractual obligation.
Please note Telstra are required to maintain landlines in nbn Sky Muster and nbn Fixed Wireless mapped areas, people in these areas DO NOT have to move to an nbn landline and can keep their current landline service. BIRRR recommends that you maintain your standard landline service in addition to your internet service. If you are told a different story to the above information by a provider, please contact the BIRRR team.
Telstra delivers the USO STS (Standard Telephone Service) using a mix of technologies, including copper, fibre, point to point radio (e.g. high capacity radio concentrator system or HCRC), NGWL and satellite infrastructure (i.e. Telstra’s USO Sat service).
HCRC in North Western QLD during the devastating 2019 Floods.
Telstra fulfil their obligation to provide an STS by giving customers access to a reliable telephone service that has good voice reception and ensures connections and faults associated with this service are undertaken and repaired within a reasonable time.
You can read what features are included in a USO STS here.
How to order a STS
Orders can be placed at your local Telstra store, by calling 13 22 00, or visiting Telstra online.
Telstra national pricing ensures that customers in remote areas pay the same price for an STS as customers in cities. While this service has traditionally been provided as a fixed line telephone service, Telstra’s obligation is technology neutral meaning they can choose the technology over which they provide you with the service. For example in some remote areas Telstra provide customers with an STS over satellite.
For more details on appointment, connection and repair times, visit the Telstra website
Telstra STS Repair Times
Telstra Consumer Service Guarantee (CSG) Payments
If Telstra are unable to repair your landline (STS) within the agreed timeframe you may be entitled to a CSG payment. Keep a record of when you report faults and fault numbers to assist with this process.
Payments are currently:
$14.52 (for residential/charity customers) or $24.20 (for business customers), for each working day missed, for the first 5 working days of delay.
After the first 5 working days of delay, you may be entitled to receive a CSG payment of $48.40 per additional working day of delay.
The CSG payment does not apply in some cases e.f if you are offered (even if you don’t accept) an interim telephone service, delays due to natural disasters or circumstances beyond the control of Telstra or if you don’t allow access to your property to a technician.
For more information please call 13 22 00.
USO arrangements were put in place before the widespread availability of mobile and broadband services. In April 2016, the Government requested the Productivity Commission (PC) undertake an inquiry into the future direction of the USO in an evolving telecommunications market.
The Government released the PC’s report into the telecommunications USO on 19 June 2017. The report provides a range of recommendations regarding the future of universal access to a minimum level of retail telecommunication services.
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding any specific information for your service. Updated 18/08/19
Telstra NGWL services are being decommissioned when the Telstra 3G network is shut down at the end of June 2024. Telstra will migrate customers to newer technologies before the 3G closure. Most customers will be migrated to Telstra’s 4G Fixed Wireless network (4GFW). Telstra have stated they “will be working to ensure the voice service will meet current USO requirements“. You may also hear this new voice service referred to as 4G Home Voice, a wireless landline or 4G landline / home phone & possible other name variations. More information on Telstra’s 3G network closes on 30 June 2024 here
What is 4G Fixed Wireless
4G fixed wireless (4GFW) is a type of connection that utilises 4G LTE (Long-Term Evolution) wireless technology (4G mobile) to provide broadband and voice services to your premises. More details from Telstra here.
Migration process:Existing NGWL users will receive a text, mailed letter and/or an email regarding the migration process. These are being done in batches and all NGWL customers in an area will not receive the migration information at the same time.
To arrange migration Telstra needs to be contacted on 1800 258 503. They are open from Monday to Friday, 8am to 7pm AEST. If you haven’t received any correspondence as yet, BIRRR encourages NGWL users to contact the migration team ASAP.
If you are experiencing migration issues, please reach out to Telstra with your details, including your service number to the following email address regionalaustralia@team.telstra.com
Equipment Needed: NGWL consumers will need a Telstra Smart Modem and in some cases a compatible antenna to transition to 4GFW. If you already have an external antenna, Telstra expect that in most cases this will be re-usable with the 4G FW solution. The Telstra Smart Modem (Generation 3) will have an antenna port allowing for connections to the external antenna (if you have one). In most cases you will be able to use your existing telephone handset.
In some cases Telstra will send out the smart modem and instructions for you to self install, in other cases a technician will need to attend your premises to install additional equipment, such as a compatible antenna.
Some consumers may have extra equipment at their location including a repeater tower, cel-fi set up, antenna etc (as pictured below). BIRRR has sought further clarification from Telstra as to the future of this equipment. Please be aware that if you choose to cancel your landline service this may affect your existing mobile coverage, especially if you have any of the equipment shown below.
Examples of a NGWL repeater tower, equipment and antenna, with new 4G FW equipment installed.
Costs:A voice service delivered via 4GFW with the smart modem and antenna (if required) is supplied by Telstra. There are two plans available:
Telstra Upfront Home Phone Plan is $50 per month.
Upfront Starter Plan (with 50GB data allowance) is $65 per month.
Telstra Upfront Home Phone Plan & Upfront Starter PlanSpecifics
Plans are not contracted. Customers can change plans or cancel at any time, at no cost. However, if customers decide to cancel their service within the first two years, they will need to return the modem back to Telstra or pay a $200 fee.
Inclusions: The 4GFW Telstra Upfront Home Phone Plan voice service will include 2GB data (The 2GB of data is incidental to the phone plan and only suitable for very limited internet usage – there is a possibility of data unavailability during peak hours for some customers on the 4GFW network.). Telstra’s CIS is here. (NB: although Telstra mentions your plan is unlimited, once the data limit of 2GB is exceeded, your broadband speed will be capped at 256kbps until the next month.)
The TelstraUpfront Starter Plan includes a 50GB data allowance. Telstra’s CIS is here. (NB: although Telstra mentions your plan is unlimited, once the data limit of 50GB is exceeded, your broadband speed will be capped at 256kbps until the next payment.)
Both plans also include:
MessageBank, Caller ID, Same number porting
Caller Line Identification and Directory Listing are disabled by default and will need to be activated by the customer via the Telstra app. Unfortunately, any saved Message bank messages cannot be migrated and will be deleted once the NGWL service is disconnected.
Unlimited local, nation, mobile and 13 number calls
30 minutes of standard calls to any overseas countries.
BIRRR recommends consumers should look at other options for broadband, as these plans are data capped. The Regional Tech Hub can produce a free independent connectivity report to advise on broadband options.
Power, Priority Assist & Medical Alarms:You will not be able to use your 4G FW service in a power failure – including emergency calls, any back-to-base alarm or medi-alert functionality, without a back-up in-home power source. If you have a back to base security alarm or a medi-alert, you will need to check with the manufacturer to make sure it is compatible.
Priority assist will be available on this technology. Telstra will supply a battery backup device for all Priority Assistance customers that will help provide short term connectivity in the event of a loss of power. This backup battery will not be included as part of a standard setup for non-Priority Assist.
Please ensure any mobile devices, medical alerts and other 3G equipment is compatible with the 4G network as 3G is being closed down. More details here
User Provided Equipment for Power Redundancy
If you live in an area prone to power failures/outages BIRRR recommends a non-powered phone (cordless phones will not work during power outages), which can be purchased from Telstra here for $48 and an Uninterruptible Power Supply for the Telstra Smart Modem which can be purchased from Telstra here for $120, this provides a power back up of approximately four hours. You can also purchase power redundancy and non – powered phones from other suppliers such as Harvey Norman, Officeworks, JB Hi-Fi etc.
IMPORTANT: Please ensure you have power redundancy, such as a uninterruptible power supply (UPS), battery or generator. Your voice service will not work in a power failure, without power redundancy.
Recycling. The best way to recycle your old device is through MobileMuster, the Australian mobile industry’s official recycling scheme.
Billing and Payment: Telstra is in the process of rolling out a new billing software system. For customers still on the old billing system, their new service will be listed on Telstra’s new platform and in the short term, this may mean two separate bills. Ultimately all of Telstra’s existing accounts will be moved to the new system and all services will appear on one bill again. The new bills do not currently display customer ABNs. This feature has been requested and is in development for a future update. AutoPay from a credit or debit card (Visa, MasterCard or American Express) or a bank account. You can also call Telstra on 132 200 or visit one of their stores.
Same number porting:Customers can retain their existing phone number. Every service has a unique phone number. When the 4GFW service is first connected, as part of the migration Telstra will provide an interim phone number. Once the service technology is confirmed as working, Telstra will migrate the existing NGWL phone number onto the 4G service and then cancel the NGWL service and the interim 4GFW number.
Support: You can sign in to My Telstra to check your service, run simple tests and automatically raise a fault ticket. The My Telstra App uses a 2-factor authentication process and has multiple options such as text messaging, email and a pin to verify your sign in.
Telstra have advised that customers should use the contact us details to raise a fault and speak to an agent to help you resolve issues. You can also call Telstra on 132 200 or visit one of their stores.
At this stage Telstra DO NOT plan on having a specialised support number for this service, similar to the 1800 MYNGWL, however BIRRR is working with Telstra through the support for rural, regional and remote customers beyond 30 June and Telstra will advise more as soon as possible.
Starlink Voice
Some NGWL customers (those who don’t have adequate mobile coverage at their location), will be transitioned to a Starlink voice service. Telstra have stated that this service is “USO complaint”, which means that if you are migrated to a Starlink voice solution Telstra will cover the cost of the Starlink equipment and installation. It also means that Telstra need to ensure the service meets Consumer Service Guarantees under their Universal Service Obligations.
It is likely that current NGWL customers using the Analog phone jack inside their premises will be moved to a Telstra/ Starlink voice service, particularly if they have no existing mobile coverage at their location i.e. for NGWL connections that utilise a copper landline connection to the tower (image of NGWL varieties at the bottom of this page).
If you are being migrated to the Starlink voice solution you will receive two sets of equipment.
The Starlink voice service will be $50 per month for a voice only service (with all local, national, mobile and 13 calls included), other features and product specifications of the Telstra/Starlink voice service are not known as yet, however BIRRR has the following page with details on the new Telstra Satellite Home Internet (Powered by Starlink) product offering.
You do not have bundle broadband and voice to receive this product and BIRRR highly recommend you ensure you have an alternate method of communication, so that you have redundancy in communications.
Billing, same number porting, ID checks, accounts, support and power redundancy information listed above will all be also relevant for the Starlink Home Voice solution.
Q and A on Telstra Satellite Home Phone
Can you get a public IP address? Telstra offers a public IP for their existing home internet services. Static IP is not available for Telstra Satellite Internet services.
Is the Telstra SL kit Geo Locked to an address (as Starlink usually is) or because it is not a priority service (eg >150Mbps) can it be moved to another address easily. E.g. for someone renting or moving between large properties. Eg a bit like a ROAM kit but for longer periods of time in one place. What if you sell a house and move to another town and take the Telstra SL kit with you what do you have to do? Telstra Satellite Internet is restricted to use at the home address it is connected to. Satellite Internet can’t be moved around or used on moving vehicles or vessels like cars, vans, RVs, boats or aircraft. Customers will need to contact Telstra to move their Telstra Satellite Internet service, similar to other fixed line connections.
Is there voice prioritisation over the connection? There is some voice prioritisation that occurs locally on the customer’s service but there is no prioritisation across Starlink’s network.
What if you cannot install it yourself? Does Telstra have a list of approved installers? Who pays for the Installation? For Telstra Satellite Internet services, if the customer needs to mount their Starlink kit on their house or wishes to conceal or permanently install any cabling, they will need to organise a licenced professional to do this. Telstra sells Starlink mounts on its accessories store.
What is the warranty on the equipment? Is it affected if you use an installer to install it? The manufacturer’s warranty is 24 months from the date of the original purchase.
Consumer guarantees under Australian Consumer Law apply regardless of the manufacturer’s warranty and can even apply after the manufacturer’s warranty has ended. The licenced professional will need to ensure they do not interfere or damage the antenna or equipment itself when installing the Starlink kit and follow any relevant installation guides to avoid any impact this may have their warranty.
Is there a support direct number, or do people just ring normal faults/use the app? Customers can message Telstra, use the My Telstra app, call our contact centre or visit a store. There is no dedicated number for Starlink but you will be prompted with questions to reach the right support team. More information on how to contact us for Starlink support here.
Is Priority Assistance available with this bundle? Priority assistance is not currently available from activation but if a customer becomes priority assist while they have an active Telstra Satellite service, we will support these customers as we would any priority assist customer. We will also support priority assistance, including through an alternative technology, where Telstra is electing that the customer’s technology will need to shift to Telstra Satellite powered by Starlink.
Can elderly/disability/special needs customers continue to get a paper bill if they move to a Telstra Satellite Home Internet service eg are there any other payment options other than the FAQ mentioned ‘Autopay’. At this stage customers can pay via direct debit or credit card. Today we don’t have paper bills available, but this is something that Telstra will be introducing soon.
Are there pensioner discounts for the Telstra Satellite Home Internet service. Customers who are eligible for concessions will be eligible under this plan too.
Telstra have always maintained that they will undertake robust and rigorous trials testing any new technologies to ensure suitability for regional and remote Australia in terms of reliability of product, reliability of service and quality of delivery. Are you able to provide information on the nature of the trials, location, and duration of the trials that Telstra have undertaken with the Starlink product? Telstra has been conducting trials over many different locations, throughout various states for many months. This testing has covered everything from the impact of rain, voice performance, service up time and general home usage and we are continuing to undertake testing to gain as much information about this technology.
About NGWL
NextG Wireless Link (NGWL) used the 3G Telstra mobile network to provide home phone services to some customers in rural Australia. It was a landline voice service supplied by Telstra in order to meet their USO (Universal Service Obligation) obligations. The service operated via the 3G mobile network, with consumers being migrated to newer technologies in 2024, due to the closure of the 3G network. It is believed that there were over 5000 NGWL services Australia wide.
NGWL used the coverage and data capabilities of Telstra’s 3G 850MHz network to provide a Voice ( landline service) and limited Broadband internet (limited in data and speed, with high costs)
The NGWL service was supplied by Telstra in several different formats, using a variety of different equipment options. The service did not provide calls at 3.1kHz bandwidth. Telstra offered a dedicated support line for NGWL consumers – call 1800 MY NGWL (1800 696 495 ) it is unknown at this stage if there is a dedicated line for 4GFW.
Telstra applied the Customer Service Guarantee (CSG) to its NGWL services in 2018. Historically, Telstra’s NGWL customers opted for the service in place of a USO standard voice service on a fixed copper line. These customers made an informed choice to take up NGWL as an economic alternative to copper installation, where part of the cost for works such as trenching on private property would have been borne by the customer.
Developed for BIRRR by Kristy Sparrow, Julie Stott & John Kitchener updated 27/04/24
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your landline service and your rights as a consumer under the Universal Service Obligation.
Better Internet for Rural, Regional & Remote Australia (BIRRR) 