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.
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.
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). 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 it is not the same as a USO Standard Telephone Service and does not carry the same USO protections.
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 separately announced that it will retire its ADSL broadband service by 16 November 2027. ADSL is a copper-based broadband service, and Telstra says customers using it will need to transition to another broadband technology before that date. The ADSL exit should not be confused with the wholesale copper voice exit or with a blanket shutdown of copper landlines.
ADSL and a copper voice service are different services. Telstra’s decision to exit ADSL broadband does not, by itself, remove your right to an eligible USO voice service or Telstra’s Copper Continuity Obligations where they apply. Telstra must continue to provide fixed voice services on request and maintain relevant copper infrastructure outside the nbn fixed-line footprint. If you currently use ADSL, you should investigate a replacement broadband service before the exit date while separately understanding your rights in relation to your voice service.
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.
➡️ BIRRR –Getting Connected to explore what broadband options are available to you
Still experiencing problems with your copper voice service?
If you receive incorrect or conflicting advice during Telstra’s ADSL exit, or are still dealing with the consequences of the late-2025/early-2026 Vocus wholesale copper exit, including loss of your copper service, loss of your telephone number, or a migration you believe occurred following incorrect advice, gather as much information as possible before escalating the matter.
Useful records include correspondence from your previous provider, Telstra or the TIO; your previous telephone number; the date your service was changed or disconnected; and any complaint, fault or case reference numbers.
If the issue remains unresolved, follow the complaint and escalation pathways outlined here:
➡️ BIRRR – Home Phone Connections, Faults & Repairs
– This link contains information on how to seek further assistance, complaint pathways, and your rights under the Customer Service Guarantee (CSG).
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 on 10 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.
Better Internet for Rural, Regional & Remote Australia (BIRRR) 