Telstra has advised its universal service obligation (USO) customers (those on the $25-45 per month plan) that receive a landline only (not data) via NBN that it is moving their home phone to Telstra 4G.
BLOODY INCOMPETENT TELSTRA STRIKES AGAIN (UPDATE 2 APRIL)
I received another letter on 1 April (not an April Fool’s joke) after having advised Telstra on 12 March that I categorically did not want to move from NBN to 4G. I could not have made that clearer and was given a reference number. This NEW letter was a reminder that the NBN-based landline would be moved to 4G.
So I rang Telstra again, WASTING MORE TIME, and explained that I had categorically ASKED TO REMAIN ON NBN. What manner of incompetence would allow a second letter telling me that it was going to 4G? The assistant looked up the original reference number and said that it had not been actioned because the request had not been processed correctly. I was given another reference number and assured that it would be processed correctly this time. The assistant also said that they had experienced a huge response to staying on NBN, and they were weeks behind due to that.
Why am I annoyed at Telstra?
I am annoyed at Telstra because it says if you do nothing, your home landline phone will automatically swap to Telstra 4G from 18 April 2023. I am doubly annoyed at the absolute incompetence of its so-called ‘customer service’ centre.
It should state (but does not) that you will stay with NBN if you do nothing (the old opt-in, opt-out status quo argument). Frankly, it is a dirty trick as many pensioners and non-tech savvy users don’t understand the implications of this and cannot be bothered to ring 1800 621 290 or visit a Telstra store. The Telecommunications Ombudsman and ACCC have heard about that and agreed that it should have been opt-in – yet Telstra seems content to ignore best practice.
A move from NBN landline to Telstra 4G could be a disaster.
Telstra won’t tell you that there are things such as blackspots where the signal is barely a single bar or two. It won’t admit that some areas have extremely variable signal strength, and it has been unable to fix that.
It also won’t tell you that by moving to Telstra 4G, your landline will save Telstra money as it does not have to pay NBN. The revenue goes straight to Telstra’s bottom line. It is likely not subject to the same Universal Service obligations either.
And if you have emergency medical devices, alarms, Fax, EFTPOS etc., Telstra 4G won’t work.
I rang Telstra, and it was not easy. First, the support person wanted to know why I wanted to stay with the NBN Connection when Tesltra 4G was so much better. I said it was my option to remain with NBN – full stop. But they insisted on knowing, so I let them have it regarding crap Telstra signal strength; all the while, the 4G signal was dropping out, and we were both asking, “Can you hear me?”
YOU DO NOT HAVE TO MOVE YOUR LANDLINE TO TELSTRA 4G, SO DON’T DO IT. BUT YOU HAVE TO CALL THEM TO STOP THIS
NBN provides a far more reliable service with far fewer outages and issues. Even if you just use NBN for your phone, you still have a Telstra modem and can upgrade the VOICE service to VOICE and DATA should you need it. Although at that time, it would make sense to swap to a decent NBN provider like Aussie Broadband (a company that cares), which has a landline plan for $10 per month that includes unlimited national/mobile calls across Australia. That is on top of the DATA plan starting from $69/25/10Mbps per month (Telstra is $80 per month).
22 comments
Douglas Cosgrove
Thank you so much Charlie for the information re NBN changing to 4G. I did not receive any notice from Telstra re this change. I have 2 medical alerts and our security system working on the landline phone.
This morning I notified Telstra I wished to remain on the NBN landline
Adam Troy
Veiled advertising for Aussie BB….. Telstra will not move you to 4G if you fail QOS for poor signal. USO remains the same as it has for Telstra, irrespective of carriage. It is the same obligation it had on its copper network; it is mandated by the government. Mixed technology NBN is a disaster, FTTN/C/B HFC all rely on legacy infrastructure that was never suitable for it, 11 years later and the NBN is still not up to par. Nice scare mongering…
Ray Shaw
Hi Adam
No, we don’t get a cent from Aussie BB. We mention them because CyberShack readers and staff use a variety of CSPs and Aussie BB always comes out top and Telstra bottom. The article was fact-checked before publication. You sound like you have internal specialist knowledge that Telstra was at liberty to provide (but did not). Your comments are appreciated but we can’t verify them.
We agree on Malcolm Turnbull’s KRUDDY abomination.
Margaret
How can I post this on my FB page?
Ray Shaw
All you need to do is cut and paste the URL https://cybershack.com.au/consumer-advice/telstra-wants-to-move-your-nbn-home-phone-to-telstra-4g-dont-do-it/ in a post. It should find it and replicate the header image.
Antwennete Kavanagh
Thank you for that advice, I am with AussieBB and they are the best
Grahame
I would like to know what exchange equipment does Telstra have on the NBN LANDLINE and the 4G LANDLINE.
Performance of both is very poor.
Where did they get the equipment from.
What switching do they use for the calls. It appears they use internet switching the a orst type of switching you can have.
No wonder we have so much scamming today .RUDD must be held responsible. The NBN is a TOTAL DUDD.
Ray Shaw
Hi Grahame
Telstra NBN Gen 1, 2 and 3 Modems use a ‘secret’ proprietary Voice Over IP codec unique to its service. Pretty well, all other NBN resellers use standard VOIP codecs. I use Aussie Broadband for most services and have never had an issue with an NBN landline. I use Telstra for one NBN landline under its USO, and its performance is ‘variable’ to be polite.
The Telstra modem firmware update will convert Analogue phones to digital signals to re-route over the 4G network (Analog Multiplatform VOIP Telephone Adapter).
I could not agree more about the legacy issues of NBN and FTTN, but it is gradually being upgraded to FTTP (Malcolm Turnbull is as much blame as KRUDD).
Marke
If your reasoning is land line eftpos, I strongly suggest an upgrade, fax?, Alarm systems? medical devices are now better connected them ever before legacy is costly and just needs to go
Ray Shaw
There are a number of issues here, not just medical devices, although that is a concern. First, Telstra ignored the do nothing to maintain the status quo knowing that this predominately older audience would not call. The ACCC has something to say about that! Next, Telstra 4G is extremely variable in some areas, and there is no check – it is ‘swap first and apologise later’. In our case, we get from widely variable 2-25Mbps download and 0-25mbps upload (needed for calls). Some days we get no bars, and others 2 or 3 – this has been going on for years and our little community has asked for a repeater to be placed nearby, but no response. An NBN landline and using Wi-Fi calling have been Telstra’s stock response.
Peter Caine
Telstra is a dirty operated company by totalitarian dysfunctional CEO the same as Qantas.
I had horrible experiences from their outsourcing support in 2015 when I was in emergency RNSH Sydney and they screwed my accounts to a max cost for me not them.
I’ll never use Telstra I start the best way to avoid everything in the world is not to have a mobile phone … Move on to unknown destinations to scape the big Brother’s Eye.
Joseph
I can attest to this. Telstra moved my parents to 4G and their land line worked fine. The issue is when you try to add on a data package they have to move the number back too NBN first. That was a disaster that took 6 months to accomplish. I concur, with this article do not let Telstra move your landline to 4G.
Lyndsey forrest
The gov.should never have sold our 5 Services in the first place. Anyone who has to budget has become a drone. Just 2 books from the Bible to come to fruition now. New World order is on its way. Banks and Gov. will be in control. Take as much out of the bank as you can while you still can and prepare for hard times. Fuel cooking and heating, etc.
Jackson
I can’t really see why they would do this. a few areas have very poor Telstra signal in my are yet are serviced by a competent nbn fttn connection. Surely it would cost them more in constant service calls compared to a relatively stable nbn telephony service?
Ray Shaw
Extremely valid point. Telstra’s stock answer to poor coverage is to get Telstra NBN and use Wi-Fi calling. https://cybershack.com.au/consumer-advice/wi-fi-calling-when-you-are-in-a-mobile-blackspot-important-information/
The key issue is that they require you to call them to maintain a better NBN connection instead of forcing it on you if you do nothing.
Dan
Do you have a source on this?
Ray Shaw
Yes. Apart from the letter included in the article, we confirmed all points first. Our discussions with the TIO are preliminary and in confidence but they did comment that Telstra is not abiding by the opt-in method to go to 4G – it requires you to call then to maintain NBN and that is plain wrong.
Curious George
The legislation doesn’t specify that they must use nbn, not sure why this is seen as a dirty trick when they aren’t obligated to do that anyway?
You are leaving out some benefits of 4G for those with coverage or even average coverage (but good enough for a voice call), that includes the higher probability of 4G working during a blackout (the Telstra backup battery for the modem also helps a lot here too). The modem is also portable, for those not connecting to nbn they can move the modem to an area with improved coverage.
Another thing to note, some people are located in areas where nbn cables are frequently damaged, cut,.etc. (animals, construction, overhead wires damaged by vehicles etc).
Might be worth updating the story to reflect a balanced view of the pros and cons rather than a shit can of Telstra. I think the pros and cons and how to get backup batteries would be more useful to readers. Almost everyone already dislikes telcos, try help them instead of just adding more telco hate.
Ray Shaw
The legislation never envisaged how the USO would be provided. It could easily be two tin cans connected via a string . Telstra would have you believe that its 4G covers 98% or more of the population but nperf user maps show a very different story. For example, where I live on the Central Coast, Blackwall mountain blocks the signal from the Woy Woy tower and Telstra will not do anything (we have valiantly tried) except to suggest Telstra NBN Broadband and to use Wi-Fi calling (all at a higher price). In Miller Street, Sydney (the Rocks) you are lucky to get a single bar. Coverage is not ubiquitous nor reliable.
I am not sure about the modem issue. It is the Telstra Gen 1, 2 or 3 that you already have and they roll out firmware to disconnect NBN and use 4G. It is not really portable and as far as I know, does not include battery backup. We could argue more points but the one inescapable point is that Telstra is forcing this on a low-tech savvy audience knowing that they won’t call to keep the superior NBN system. Our discussion with the TIO is that Telstra should have used the Opt-in method to use 4G, not do nothing and it will happen. And it is inescapable that 4G revenue goes to Telstra, not NBN.
Your grandma
Lol, bruh the letter you’ve posted, basically says that eftpos, medical alarms, etc all won’t work. You’re probably just another dumbass wanna-be, trying to get big by using clickbait topics.
Ray Shaw
The issue is that you must ring Telstra to maintain NBN connection if you have medical devices. Telstra is making it hard for you if you do nothing (as it knows most will).
Ray Shaw
In my experience with multiple providers I have to agree.