Tag: Landline

Telstra NGWL services are being decommissioned when the Telstra 3G network is shut down at the end of August 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 31 August 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.

Telstra Smart Modem

Set up guide can be accessed here

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.
• Customers who are eligible for concessions will be eligible under these plans too.
  

Telstra Upfront Home Phone Plan & Upfront Starter Plan Specifics

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.

The Telstra Upfront Starter Plan includes a 50GB data allowance. Telstra’s CIS is here.

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.
• NB: although Telstra mentions your plan is unlimited, once the data limit of 2GB or 50GB (depending on your plan) is exceeded, your broadband speed will be capped at 256kbps until the next month.

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.

If you require a longer length power solution a power station like the Energizer Everest 1100 Power Station, will provide power redundancy for your Telstra Smart Modem for 12 – 18 hours, a solar panel can also be added to the power station to enable charging via solar. Available from Mitre 10, Bunnings and other retail stores. BIRRR recommends a Google Search to find the current best available price (typically around $1000).

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 31 August and will advise more as soon as possible.

Satellite Voice (powered by Starlink)

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).

Satellite Voice (Powered by Starlink) Plan Details here

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).

BIRRR has the following page with details on the new Telstra Satellite Home Internet (Powered by Starlink) product offering. Please note that the Telstra Satellite Home Internet has different pricing and inclusions to the USO compliant voice service offering, in particular in regards to installation and equipment costs.

You do not have to 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. If you already have a Starlink kit we do not recommend you use this kit for the Telstra voice solution. You should request a new kit and installation from Telstra for your voice service.

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.

Things to note:

• A Static IP is not available for Telstra Satellite Internet services.
• 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. 
• There is some voice prioritisation that occurs locally on the customer’s service but there is no voice prioritisation across Starlink’s network.
• The manufacturer’s warranty is 24 months from the date of the original purchase.
• Customers can message Telstra, use the My Telstra app, call Telstra’s contact centre or visit a store. There is no dedicated number for Starlink support, you will be prompted with questions to reach the right support team. More information on how to contact Telstra for Starlink support here.
• If Telstra elects that the customer’s voice service needs to be migrated to Telstra Satellite powered by Starlink, and the customer meets Priority Assist requirements, then Priority Assist is available.
• Customers who are eligible for concessions will be eligible under this plan too.
• Telstra has been conducting trials of the Starlink product 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. Telstra are continuing to undertake testing to gain further 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 ) however they have stated they will not be offering dedicated support numbers for 4GFW or Starlink voice solutions.

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 or replacement of High Capacity Radio Concentrator (HCRC)landlines.

 (More information here)

NGWL Set Ups

Developed for BIRRR by Kristy Sparrow, Julie Stott & John Kitchener updated 12/05/24

*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.