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
What types of towers/cells are used in MBSP projects?
The Australian Government is improving mobile phone coverage and competition in regional and remote Australia through the Mobile Black Spot Programme (MBSP). As of 18/3/19 there have been 4 rounds of Federal Government MBSP funding, you can read about each round here.
Types of Base Stations that maybe used in the Mobile Black Spot Program
Base Station Type
Typical Coverage Radius
Typical Use
Picocell
200m
high rise building, hotel or car park use
Microcell
1-2km
shopping centres, transport hubs, mine sites, city block, temporary events or natural disasters.
What is the range of a small cell?
The range of a small cell is dependent on a number of variables. Small cells are only viable when they can be achieved at the right price point, which in simple terms means the site’s antennas (especially for small cells deployed as part of the Black Spot program) are normally mounted on an existing building. Coverage typically therefore extends a radial distance of approximately 300m from the site.
Does it only support 4G?
The small cells we are deploying are 4G only. Telcos believe that this provides support for advanced voice and data features at the best cost point. Addition of 3G capability would significantly add to the deployment cost and render it economically unviable.
And therefore they need to use Voice over WiFi
Voice calls on 4G small cells require the handset to support VoLTE (Voice on LTE). If the handset also supports Voice over WiFi (e.g. the new Samsung S8 & S8+ blue tick phone) then it will seamlessly handoff from VoLTE (outside coverage) to VoWiFi if say a premise has fixed broadband connected to a WiFi access point.
If a community wanted to upgrade the small cell to increase coverage, is that something we’d consider.
The viability of a small cell program relies on a low cost solution delivering an acceptable coverage solution for our customers. The rollout of the Small cell program for the Federal Government Blackspot program is a good example of this. Telcos always aim to maximise the coverage we provide for a community within the funding constraints. If a community wishes to contribute towards augmentation of a site then we are happy to review that on a case by case basis.
Thanks to Telstra for the above information on small cells.
Telstra have also developed a lower cost version of the Mobile Satellite Small Cell, see details below. To register your interest in a small cell, contact Telstra via email – TelstraRegionalAffairs@team.telstra.com
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your own connection issues and best plans available.
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.
Complaining to the Ombudsman WHEN the fault is not the providers; does absolutely nothing, zip and zero … except damage and create more work for a provider. All that the provider can do is ask you to swap providers – it won’t solve the problem – you take your problem with you.
You can only lodge a claim citing your provider.
You cannot lodge a claim against Hills, SkyBridge, Ericsson or nbn
Your service provider most likely gets an automatic fee and if you may find that they will ask you to try another provider. It will be one option offered by the TIO (and probably also mentioned in the RSP’s Terms & Conditions).
If I was a provider … I’d dump you if it was not my fault and I had already explained that it wasn’t my fault and that it was out of my control.
Much better to lodge your problem very forcefully with a Government politician. Contact details for a government politician are here
See how to make a complaint here, https://www.tio.com.au/making-a-complaint
You need to have made a complaint to your telecommunications service provider and it is unresolved, before you can complain to the TIO. You also need the relevant information when you lodge your complaint; for example, dates of important events and names of people you have spoken to.
The TIO will investigate landline, mobile and internet services, including:
contracts
connecting new services
transferring services
SIM unlocking fees
faults, dropouts and poor coverage
billing mistakes
billing and supply of mobile premium services
debt collection
services provided over the National Broadband Network (NBN)
Full details of all that the TIO will investigate are listed here
The TIO will not investigate (among others) the following:
ADSL internet not being available to you because there is no infrastructure
NBN services not being available to you because there is no infrastructure
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with NBN or your RSP regarding your own connection issues.
Kindly prepared and illustrated for BIRRR by John Kitchener 12/7/2016
MEDIA RELEASE: ‘GETTING LEFT BEHIND’ Internet Survey unearths critical need for widespread changes to combat #DataDrought
The Better Internet for Rural, Regional and Remote Australia (BIRRR) Regional Internet Access Survey, released this week, has revealed critical problems with Australia’s current internet options, and warns of long-term consequences if changes are not urgently made.
The survey, distributed through the BIRRR Facebook group, investigates current consumer conditions for people in rural, regional and remote areas of Australia using the internet.
The in-depth report found that rural, regional and remote people are severely disadvantaged in terms of access, speeds, cost and reliability of their internet connections, whether they be via mobile broadband or via satellite.
These issues have had (and continue to have) a dramatic effect on rural, regional and remote peoples business, the education of their children and themselves, and on their personal well-being.
It also illustrates the notion – even with the onset of NBN’s Skymuster – that data growth will soon outgrow the nbn Fair Use Policy that will see 75GB/month peak use data limits on customers.
Among the statistics revealed from this survey:
• Internet in RRR Australia is mainly used for business (Fig 2, p 8)
• 88% of RRR respondents stated current data did not meet their needs (Fig 5, p10)
• Mobile Broadband costs those surveyed an average of $9.27 per GB, with some consumers paying up to $20 per GB. (p18)
• Satellite broadband costs an average of $15.96 per GB, with some consumers paying up to $70 per GB (Table 20, p 28)
• 63% of respondents are shaped more than 6 times per year, with over 40% being shaped every single month. (Table 11 p 19 for mobile, Table 23, p 29 for satellite)
• 74% of mobile broadband users (Fig 11, p21) and 89% of satellite users (Fig 18, p 30) have download speeds under 5Mbps
• 72% of mobile broadband users had to purchase extra equipment at their own cost, usually between $1000 – $2000 (Fig 20, p33)
• 73 % respondents do not have reliable mobile coverage (Fig 20, p33)
• 41% said their address would not register on the NBN database. (Fig 21, p 35)
• 65% of people not confident that they are aware of their nbn options (Fig 23, page 40)
• 92% gave a score of six or above indicating that they would recommend the BIRRR to friends and family (Fig 24, p 41)
BIRRR founder and admin Kristy Sparrow said the results reinforce the need for an independent telecommunications advisory body to help guide consumers through the bush broadband ‘jungle of options and answers’, along with an established universal service guarantee for regional Australians.
“There needs to be an established service guarantee for internet services Australia wide. Service for regional, rural and remote customers should be equitable in terms of speed, download capabilities and costs.
“If this does not occur regional Australia will be left (even further) behind.”
The survey was conducted up to the end of January 2016, and reflects the incredible frustrations endured by those living and using internet beyond Australia’s city limits.
“There is little doubt that the world is becoming more and more centred around the internet – from business accounting clouds to online education courses and distance education, from virtual medical consultations to emergency contact points, from the latest app developments for farming ventures and simple tools of communication, it’s all happening online.
The BIRRR survey reflects also community concerns about accommodating the growth of data use.
“People are clearly worried that as more and more activities become data hungry, current and proposed plans will be unable to handle the extra load. We already know data use growth is a continuing upward trend: The Australian Bureau of Statistics (ABS) reports the average broadband downloads grew more than 33 per cent from December 2013 to December 2014.”
This same ABS report showed that, on average, each Australian household has eight Internet connected devices – already many bush connections cannot support that load, and there is increasing concern that data limits announced for SkyMuster by nbn will simply not be sufficient into the future.
“Currently internet connectivity does not meet the educational, business, health & welfare needs of regional Australians. Peak Data of 75GB on NBN satellite will not future proof Australia’s data needs. Nor will it end the #datadrought. The Long Term Satellite is not a long term solution for rural, regional and remote users of the internet. “
Another major ‘sticking point’ are off-peak periods to be enforced via Skymuster.
“With much of the data available on plans currently being offered to customers looking to use SkyMuster only accessible between 1am and 7am, it is simply not ‘user friendly’,” Mrs Sparrow said.
“This survey illustrates clearly that regional Australians are frustrated with their current set-ups and not confident about long-term ‘fixes’ such as the Skymuster satellite (LTSS).”
Following: illustrations from the 2016 BIRRR survey report
Respondents came from right around Australia.
Overwhelmingly, current services do not meet needs.
Among the many hurdles – registering to find out nbn availability!
Figure 24: Reinforcing the need for an independent telecommunications advisory body to help guide consumers through the bush broadband ‘jungle of options and answers’.
A very special thanks to Rachel Hay, PhD Student & Sessional Lecturer, James Cook University, Townsville, for compiling and analysing survey data for this report.
Telstra Air is Free Wi-Fi at thousands of Telstra Air hotspots across Australia for eligible Telstra mobile (available 15 December 2015 – 30 June 2016 ONLY) and broadband customers. You can check your eligibility here: TELSTRA AIR
There are two options for Telstra Air:
OPTION 1 Mobile Customers: For those using mobile phones, prepaid devices, sim only plans etc. You can access the internet via FREE Telstra Air Hotspots from 15 December 2015 to 30 June 2016. If you activate the offer, you’ll get access at no charge to available Telstra Air Wi-Fi hotspots in Australia for your personal use until the end of the offer period.
NB: BigPond Mobile Broadband, satellite mobile broadband and business customers are NOT eligible.
OPTION 2 Home Broadband Customers: If you have ADSL, Cable or NBN connection and have a compatible gateway you can become a member of Telstra Air. This uses your home data allowance when you are away from home, it accesses the internet via Telstra Air hotspots. You will need to become a Telstra Air member first.
The Telstra Air App is also a quick and easy way to connect, locate hotspots and more
I’m a bigpond mobile broadband customer for my home internet plan and a business customer for my mobiles, which makes me ineligible for Telstra Air. However thanks to the generosity of fellow BIRRR members I have been offered Telstra Air passwords (for Option 2) to use when I am travelling. You may also be able to find family or friends who have large home broadband accounts that are willing to share their data.
*Compiled by Kristy Sparrow for BIRRR 15/1/2016 Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with Telstra regarding your plans and the use of Telstra Air.
A modem is a device that allows access to the internet. Some of the modems listed below are also routers, meaning they supply a wifi connection for use with multiple devices.
Must have Optus coverage. Signal and speed may be improved by adding an antenna to the modem (check specifications to see which devices have antenna ports and for further details on available plans).
200GB $99.95/mth (includes modem) or $75/mth (no modem) 24 Month Contract
Must have Telstra 5G coverage. Signal and speed may be improved by adding an antenna to the modem. Telstra currently offers 5G in select areas and is progressively rolling it out to other areas. In non-5G coverage areas, you’ll automatically switch to 4G or 3G. Check coverage at telstra.com/coverage
200GB $91.00/mth (includes modem) or $75/mth (no modem) 24 Month Contract
Must have Telstra 4G coverage*. Signal and speed may be improved by adding an antenna to the modem.
NB: In BIRRR’s experience these modems do not perform well in 3G only areas
The Telstra Mobile Network offers 4GX in all capital CBDs and selected suburban and regional areas and is progressively rolling out to more places. In other coverage areas around Australia, you’ll automatically switch to our fastest available 4G or 3G. Check coverage attelstra.com/coverage
Must have Vodafone coverage (heck your coverage with the Coverage Checker). Modem and plan specifications are detailed here. Also available as a PrePaid device.
Must have Vodafone coverage (check your coverage with the Coverage Checker). Modem and plan specifications are detailed here.
NB Tec
NB Tec are a solutions specialist, their Longreach Modem solution is a modem/antenna & booster in one that can connect to Telstra, Optus or Vodafone mobile networks.
Mobile Signal Enhancement
The above modems from carriers can be used in conjunction with a repeater and / or antenna to increase signal strength and speed.
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider, regarding your own connection issues and required equipment and plans.
The Australian Government is improving mobile phone coverage and competition in regional and remote Australia through the Mobile Black Spot Programme (MBSP). As of 18/3/19 there have been 4 rounds of Federal Government MBSP funding. You can read more about the types of base stations that are used in the MBSP program, including small cellshere.
How MBSP were funded (all 4 rounds)?
Over $220 million has been committed by the Federal Government through the Mobile Black Spot Program to improve mobile coverage across Australia.
1047 locations around Australia will receive improved coverage under the four funding rounds of the Program (Round 1: 499, Round 2: 266, Round 3: 102, Round 4: 180).
Thanks to working cooperatively with state and local governments as well as the three major carriers (Telstra, Optus & Vodafone) and community and private sector groups locally, the total amount to be invested under the program is $760 million.
As of 15 March 2019, 682 sites have been switched on.
Base stations under the first three rounds are expected to be operational by 30 June 2019. Round 4 base stations are expected to roll out shortly, with the first new base stations being activated by the second half of the year.
Rollout sequence is being determined by the carriers, based on various factors, such as obtaining local government planning approval and landowner agreement where necessary, and/or the ability to access existing infrastructure, power and backhaul.
Every $1 of Commonwealth money has leveraged nearly $3 of contributions from other sources. The program will boost competition in mobile communications.
The first round 1 base stations commenced rolling out in December 2015. The full rollout of all 499 mobile base stations funded under Round 1 is expected to occur over three years. It is estimated that base stations funded through Round 1 of the Programme will deliver handheld or external antenna coverage to all or part of approximately 3,000 of the 6,221 locations on the database. This is because many of these base stations will serve multiple nominated black spot locations. Those black spot locations which have not received coverage under Round 1 will continue to form part of the database, and this database will again be used in the process of determining locations to receive funding under Round 2 of the Mobile Black Spot Programme.
The rules of the program were designed to give the mobile network operators incentives to secure co-contributions from state governments and other sources, with more points going to base stations supported by a co-contribution. The rules also gave each state government an incentive to put in money – because that in turn would maximise the share of the Commonwealth money going to base stations in that state. The result was significant funding from NSW ($24 million), Victoria ($21 million), Queensland ($10 million) and Western Australia ($32 million).
The points scheme also encouraged community contributions – with some remarkable outcomes. Jemalong Irrigation Ltd, which operates west of Forbes, NSW, put in a total of $220,000 and will secure two new base stations as a result. Similarly, in the Boyne Valley region of Queensland, Calliope & District Enterprises Ltd offered a co-contribution of $50,000 while the Calliope Rodeo Association contributed $80,000, which led to a successful proposal for a base station in Ubobo.
Current Mobile Blackspots that have been funded under Round 1
A PDF of the actual mobile blackspots in round 1 ishere
A map of locations which will receive new or upgraded coverage under Round 1 of the Programme can also be viewed on the National Map or downloaded as an Excel file. In addition, as part of Telstra’s proposal, it will deploy up to 200 4G small cell sites in towns around Australia where suitable infrastructure is available, with the locations to be mutually agreed between Telstra and the Government. More details here. Details of the Round 1 Funded Black Spots
Telstra also rolled out further small cell locations to complement the mobile black spot program. The small cell sites were funded by Telstra itself, and are being installed in addition to the 429 base stations built or upgraded by the telco under the AU$94.8 million in funding received from the federal government as part of round one of the mobile blackspot program. More details here
Round 2
Round 2 will see a total of $213 million (GST incl.) being invested in new mobile base station infrastructure. The Australian Government funding for Round 2 has been supplemented by Telstra ($63.7 million) Optus ($36.4 million) and Vodafone ($1.6 million). In addition, six state governments have co-contributed towards Round 2: New South Wales ($8.3 million), Queensland ($13.7 million), South Australia ($1.5 million), Tasmania ($0.35 million), Victoria ($7.9 million) and Western Australia ($21.8 million). An additional $475,000 has been provided by local governments, businesses and community organisations.
The first round 2 base stations are expected to commence rolling out in 2017.
Current Mobile Blackspots that have been funded under Round 2 (yellow square is a small cell and red square is a macrocell)
A PDF of the actual mobile blackspots in round 2 is here
Round 3
The Australian Government has committed an additional $60 million to a third round of funding. As part of this commitment, the Australian Government has announced a number of priority locations which may receive funding for a mobile base station under round 3.
Mobile coverage issues for 19 of the priority locations are already being addressed through previous rounds of the program, an alternative Government program, or through the mobile carriers own commercial investments.
A further $82.8 million in new investment will address the remaining 106 priority locations. The outcomes include:
$45.6 million in Commonwealth funding for 102 mobile base stations (12 Optus, 89 Telstra and one Vodafone), which includes the deployment of Telstra 4G small cells to address specific coverage issues at selected black spot locations.
All macrocell base stations will be provisioned with a minimum of 12 hours of back-up power
Optus and Telstra have recognised the coverage issues identified at four priority locations and advised that they will address these issues commercially.
Funding for the Priority Locations round has been supplemented by Telstra ($34.6 million), Optus ($2.3 million) and Vodafone ($0.3 million).
Round 3 is different to Rounds 1 and 2 as the government nominates which locations it feels should receive funding for a mobile blackspot and it will be up to the Telcos to bid for those locations.
The Australian Government has allocated $60 million (GST exclusive) to the Mobile Black Spot Program to target 125 specific priority locations. The outcome for each priority location is listed in this PDF:
Database of reported mobile black spot locations
Under Round 1 of the Programme, a database of 6,221 locations around Australia was developed, being locations nominated by Australians as needing improved mobile coverage. This database was the starting point for the competitive selection process under which the mobile network operators were asked to nominate where they would build new or upgraded base stations.
Round 4
On 10 June 2018, the Federal Government announced it had allocated $25 million of Mobile Black Spot Program funding towards a fourth round, to deliver improved mobile coverage to more regional and remote communities across Australia. Round 4 funding specifically targeted coverage issues at public interest premises, such as tourist sites and emergency services facilities and locations were announced during the week of 18/3/19.
Round 4 of the Mobile Black Spot Program is delivering 180 new mobile base stations (49 Optus and 131 Telstra).
These base stations will address coverage issues in regional and remote areas including 73 base stations that specifically target coverage issues at Public Interest Premises, such as tourist centres and emergency services facilities.
Overall Round 4 will deliver a total investment of more than $83 million (GST inclusive)in new mobile infrastructure including funding from the Commonwealth, mobile carries and State Governments (Queensland, South Australia, Victorian and Western Australia).
The Round 4 rollout is expected to commence shortly with the first new base stations set to be activated by the second half of the year.
The Liberal and National Government is working with mobile network operators to encourage them to continue to invest in regional areas.
The list of successful Round 4 Locations can be viewed here:
The BIRRR Map of Round 4 Locations is featured below:
Rounds 5 and 6
On 20 March 2019, the Minister for Regional Services, Senator the Hon Bridget McKenzie, announced that an additional $160 million had been allocated for Rounds 5 and 6 of the Program. Round 5 of the Program allocates $80 million in funding and the Government expects to soon release Program Guidelines for the round.
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your own connection issues and best plans available.
Some Providers are offering what is referred to un-metered data, this means that any data you use will not be counted against your actual data allowance. While no unmetered access is offered on satellite connections, some ISPs like SkyMesh, iiNet, Optus and Telstra (Bigpond) offer certain services that are not counted as part of your data allowance.
These are some common questions and answers:
What ISPs offer Unmetered services?
Skymesh (for NBN Fixed Wireless and NBN Fibre – Netflix content delivered over Australian peering links will not be counted against your data allowance. You have to be an Australian Netflix subscriber)
The Freezone offers a range of video and radio content for iiNet, Westnet, Netspace, Internode and Adam Internet customers to enjoy without taking a hit to their monthly quota. Everything from movies, music, sports and gaming content is available along with several live streamed events throughout the year.
Skymesh, iiNet and Internode offer unmetered access to Netflix in Australia on Fixed Line NBN and Fixed Wireless NBN. In the Case of iiNet and Internode this is also offered on standard ADSL bundles (Not Naked DSL connections). Netflix works on a per month subscription payment.
Telstra offers unmetered access to Presto and a variety of services, detailed in the link above, on Bigpond Wireless Broadband, Telstra Home Broadband (including NBN FTTX and ADSL). Presto works on a per month subscription payment.
Presto unmetering shown in yellow on a Bigpond Usage Chart
NB: Whenever you see the BigPond Unmetered icon (green dot), download as much as you like and it won’t count towards your monthly usage limit. Please note that the Green Dot may not be on all pages,
Telstra/Bigpond also offer unmetered access to some distance education sites and Portals:
A letter written to ICPA Federal (Isolated Parent’s Childrens’ Association) from Telstra Country Wide re unmetering education websites used by distance education students.
Telstra is committed to listen, learn and respond as positively as possible to issues raised by the ICPA. In this day and age, the internet is a vital source for students and in a country the size of Australia, there are geographical, capacity and commercial realities why it’s not possible to provide the full range of broadband services in some regional and remote locations. What we can do is help families better manage their broadband allowances. From 1 September 2015, Telstra will be un-metering a number of key Education websites for all BigPond and Telstra Mobile Broadband users.
This is on top of the 21 sites that are already unmetered. This was in response to a motion made at last year’s conference and following a visit by Andrew Coull and the Telstra Country Wide team to the Alpha region in Queensland where ICPA members and local families talked about what was most important to them.
To address one of the challenges regional and remote communities face in order to provide children with the best possible tools and support to further their education, Telstra is adding value to their broadband allowance through the un-metering of educational websites. These sites were identified with the ICPA and relevant Departments of Education. We may change sites from unmetered to metered at any time. Of course, as these are new unmetered sites, we don’t expect to make changes anytime soon.
Unmetering Terms & Conditions On and from 1 September 2015 unless otherwise advised, a number of key education websites will be unmetered. Some of the key sites include: Queensland Department of Education and Training (e.g. det.qld.gov.au, education.qld.gov.au)* WA Department of Education and Training (e.g. http://det.wa.edu.au/*) SA Department for Education & Child Development (www.centra.sa.edu.au) Creative Generation (www.creativegeneration.deta.qld.gov.au) Scootle Community (https://www.scootle.edu.au) Moodle (http://Moodle.openaccess.edu.au) When accessing these sites, Telstra Mobile Broadband users, as well as BigPond Broadband Members on ADSL, Cable or Mobile Broadband plans (excluding hourly plans), can access downloads, video streams and editorial content without affecting their monthly usage limit. Note that the un-metering does not apply to Telstra Satellite users.
Please note that unmetering won’t apply if you’re accessing the internet using International Roaming. Additionally, some elements of an unmetered site may be metered if they are sourced from other websites that are metered, including things such as advertisements, YouTube videos, Google maps or social media services. Every time you visit or refresh a page you will incur the download of that content.
Kind regards Libby Dalton Executive Officer | Telstra Country Wide
Note: BIRRR have been working with Telstra Country Wide to ensure elearn and iconnect are included on the unmetering list for QLD distance education students. As of 4th term 2015 these sites were unmetered however changes have been made in early 2016, if QLD families find themselves ‘shaped’ whilst these sites are being worked through please contact BIRRR ~ birrraus@gmail.com For further information contact the department of education in your state.
UPDATED February 2016
These sites were identified in consultation with the ICPA and a number of Departments of Education. We will continue to monitor and refine the websites included and make changes from unmetered to metered as appropriate.
It’s very simple, assume you have a Telstra Bigpond wireless plan with 4GB of data. You browse to Presto.com.au and start watching a whole heap of movies to the amount of 10GB, and then you browse to say youtube.com and use 3GB of data on Videos.
Telstra will calculate your actual usage to be:
3000mb (3gb) of 4gb used (while viewing YouTube) +
10gb of unmetered content (while viewing Presto) for a total of
13gb used but only billed for 3gb, leaving with 1gb of metered data for the rest of the month.
Once you use that 1gb of data, then your service will be slowed down (shaped) to 64kbps which is as fast as dial-up. Unmetered content will also unfortunately be shaped.
Remember with bigpond you are free to change plans once a month to reflect your usage habits. However the highest plan currently available is 25GB.
Why Not satellite services as well?
Unfortunately, the cost of providing a satellite service to a consumer or business, added in the limited amount of backhaul (backhaul is like a very heavy freight train, the more locomotives at the front the more wagons it can pull) available, means it is not affordable to provide this service.
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your ISP regarding unmetering. As the #datadrought mainly impacts mobile broadband and satellite customers we have focussed on unmetering for these technologies. Your provider may have other sites that are unmetered. Thanks to BIRRR members Julie Stott & Kye Rosendale for assistance in compiling this document.
If you need to contact Telstra please ring the correct department, it will result in quicker problem solving. Get to know your plan, look on your bill are you a business or residential customer?
Telstra Country Wide have a dedicated website for rural, regional & remote users.
If you have tried to lodge a fault and have a ticket/fault number and limited success in actioning your concerns please fill in the BIRRR form and we can try to escalate your issue with Telstra.
TELSTRA FAULTS
Phone: 132999 (for all faults other than RRADIO & NGWL faults). This number has also been successful for some BIRRR members in reporting a mobile broadband fault –
1800 116 736
Landline Phone Report your landline outage using this form.
Radio Phones & NGWL Services 1800 772 346 (1800 R RADIO) or 1800 696 495 (1800 MYNGWL), for customers using radio and NGWL services to report service difficulties or faults. There is also a dedicated email address (rradio@team.telstra.com) for online fault reporting.
Mobile Broadband
TELSTRA: 1800 676 442 (Residential) Account enquiries, Business account holders should try the Telstra Business Centre.
Telstra Business Centres Solutions Specialists at Telstra Business Centres are experts at maximising business data & costs, and are highly recommended to sort out data sharing and mobile plans for businesses. Find your closest business centre here.
Mobile Assurance Team Mobile Assurance provides support to Pre-Paid, Consumer, Telstra Business and Telstra Enterprise & Government customers. They operate 24/7, and assist customers who are experiencing mobile and wireless service difficulties and faults.
Consumer customers: 132200
Business customers: 132000
Antennas 1800 305 307 For antenna installation and technical support call (select option 4).
Footnote:
All information compiled from BIRRR discussions with Telstra and Telstra website and is current as at 01/09/2020
TELSTRA Contacts DOCUMENT prepared by Kristy Sparrow for BIRRR
If you can get some Telstra mobile coverage at your location a Telstra Extension Device may assist you in boosting your signal.
Network coverage extension devices amplify the network signal your mobile device receives, which extends the area that your device can work in.
This devices can help you connect to the Telstra Mobile Network from further away than normally possible, or in areas where signal may struggle to penetrate – such as indoors, or in hilly or dense terrain.
Mobile broadband network coverage extension devices are also known as ‘repeaters’ as they repeat the signal from one location to another.
In contrast, network coverage extension devices that connect directly to a mobile device are often called external antennas. They are described by their power or ‘gain’, which is a measure of how much they can amplify the mobile signal.
Both of the Telstra Go Repeater and Telstra Smart Antenna products below have been tested, authorised and approved by Telstra for use on the Telstra Mobile Network.
Telstra will be switching off 3G in 2024. With this in mind BIRRR does not recommend spending large amounts of money on boosting 3G service. 3G is being replaced with 4G (if spending any money on antennas or repeating equipment please ensure these are 4G compatible) and also be aware that boosting 3G service may not deliver faster speeds or reliability.
NB: Extension devices are carrier specific, if you require coverage across multiple carriers then you will need multiple models. This page lists only Telstra branded extension devices.
Telstra Network Coverage Devices:
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Telstra Smart Antenna RRP $1080
Telstra Go Smart Vehicle Mobile Repeater RRP $864
Telstra Go Stationary Repeater RRP $816
*Professional installation may require additional charges. Prices correct as of 1st August 2020.
BIRRR highly recommend using surge protectors with these devices and a UPS unit to power the repeater during general mains power failures or when the generator is off. They’re designed to power a desktop for 15 minutes or so, but are large enough to power a CelFi repeater for much longer.
** After 3G switch off these devices will continue to operate but only with 4G (700 MHz, 1800 MHz).
Telstra Recommended Antennas:
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For further information on Telstra recommended extension devices or to have them professionally installed contact the Telstra Mobile Assurances Team:
Contact the Telstra Regional Australia Team if you require help with coverage at your address and to check your options for mobile extension devices.
The above information has been provided by discussions with Telstra, other service providers also offer solutions for boosting signal strength, please be aware that these must be registered devices. It is best to contact your service provider directly. Illegal boosters carry a large fine as they can interfere with the mobile network.
” It is an offence under the Radiocommunications Act 1992 (the Act) to operate an unlicensed radiocommunications device, or possess this device for the purpose of operation. A person found guilty of this offence may be imprisoned for two years for each offence. A body corporate may receive a penalty of up to $270,000 (1,500 penalty units) per offence (sections 46 and 47 of the Act). Other penalties may apply, such as the interference offence provisions at Part 4.2 of the Act.” ( ACMA)
REPORT A PROHIBITED DEVICE ~ If you are aware of anyone having these prohibited devices, you can:
call the ACMA’s customer service centre on 1300 850 115
150GB $67.50/mth (includes modem) – 12 month contract
Better Internet for Rural, Regional & Remote Australia (BIRRR) 