What is a Copper Landline?
Traditional copper landlines are still used to deliver fixed voice services in some areas outside the nbn fixed-line footprint, including premises mapped for nbn Satellite and nbn Fixed Wireless. For these consumers, the copper line may continue to provide the home phone/voice service even where broadband is delivered separately over another technology.
The availability of nbn Fixed Wireless, nbn Satellite, Starlink or another broadband service does not automatically mean an existing copper voice service can be disconnected or replaced.
What is the Copper Continuity Obligation (CCO)?
Eligible copper voice services have additional protections under Telstra’s Copper Continuity Obligation (CCO). Under the CCO there is a requirement for Telstra to maintain copper network connections outside the nbn fixed-line footprint that were in operation as at 1 July 2012, subject to limited exceptions. The availability of another broadband or voice technology does not, by itself, remove Telstra’s obligation to maintain an eligible copper voice service.
The CCO applies until 2032. Exceptions include where the existing copper network has deteriorated, been damaged or has not had an active service in operation for more than three years.
If your eligible fixed voice service is supplied by another provider over Telstra’s copper network, the CCO still requires Telstra to maintain the underlying eligible copper connection. You should report service faults to your Retail Service Provider, who is responsible for managing the fault with Telstra Wholesale where required. Your consumer protections, including the Customer Service Guarantee (CSG) where applicable, are not removed simply because your retail provider does not own the underlying copper network.
Vocus Copper Wholesale Exit
In late 2025 and early 2026, some consumers with traditional copper landline services were affected when Vocus exited the wholesale arrangements it had been using to supply copper voice services to a number of Retail Service Providers (RSPs), including SkyMesh, Southern Phone, Ignite and more. Affected consumers were required to make alternative arrangements for their voice service. Some successfully transferred their existing copper landline to another provider, while others migrated to a different voice technology.
Unfortunately, BIRRR became aware of consumers receiving confusing and inaccurate advice during this process. Some consumers were told that the PSTN or copper network was being permanently shut down, that they had no option other than moving to VoIP or another technology, or experienced the loss of their existing voice service or telephone number.
The Vocus wholesale copper exit was a change to a wholesale service arrangement. It was not a government-mandated shutdown of the Telstra copper network.
VoIP Voice Services
VoIP can be a useful alternative voice option, but a VoIP or cloud-based voice service delivered over nbn Fixed Wireless, nbn Satellite or a Starlink service purchased directly from Starlink is not, by itself, a USO Standard Telephone Service and does not replace Telstra’s USO obligations.
During the wholesale copper exit, some consumers were incorrectly told they needed to move to VoIP or another internet-based phone service because the copper network was being shut down. That advice was not correct for consumers with eligible copper voice services outside the nbn fixed-line footprint.
If you have been migrated to a VoIP voice service, it is important to understand what broadband connection it relies on, what happens if that broadband service fails, its power requirements and what backup communication options are available to you, particularly if you live in an area with limited or no mobile coverage.
Telstra ADSL Exit
Telstra has announced that it will retire its ADSL broadband service by 16 November 2027. ADSL is a copper-based broadband service, and customers using it will need to transition to another broadband technology. The ADSL exit is not a blanket shutdown of copper landlines.
ADSL broadband and copper voice are separate services. Telstra’s decision to exit ADSL does not, by itself, remove your right to an eligible USO voice service or Telstra’s Copper Continuity Obligations where they apply. If you use ADSL, you should investigate a replacement broadband service while separately understanding your rights in relation to your copper voice service.
➡️ BIRRR –Getting Connected to explore what broadband options are available to you.
Telstra is exiting ADSL broadband, not eligible copper voice services. If the Copper Continuity Obligation applies to your service, you can retain your copper landline for voice while moving your broadband to another technology.
Still experiencing problems with your copper voice service?
If you receive incorrect or conflicting advice about your copper voice service, or are dealing with issues arising from the Vocus wholesale copper exit or Telstra’s ADSL exit, keep copies of relevant correspondence, reference numbers and service details.
If the issue remains unresolved, or you are concerned about changes to your copper voice service or the advice you have received:
➡️ BIRRR –Getting Help or Raising Concerns
For information about reporting a fault, connection and repair timeframes, or your rights under the Customer Service Guarantee (CSG):
➡️ BIRRR – Home Phone Connections, Faults & Repairs
For information about Telstra’s Universal Service Obligation (USO), the Copper Continuity Obligation (CCO) and your consumer rights, see:
➡️ BIRRR – Landlines, Home Phones & the Universal Service Obligation (USO)
Disclaimer: This information was prepared by Better Internet for Rural, Regional & Remote Australia (BIRRR) 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.