PABX and TBS Care Exit - Customer FAQs

Normal operating function of your PABX hardware, software, systems or related accessories will continue beyond the exit. However, if a fault occurs Telstra will no longer be able to resolve the issue. As a result, Telstra strongly encourages you to enter into a new agreement with a PABX maintenance services provider of your choice, as soon as possible.

PABX is the the telephony equipment used on a private telephone network within an organisation to allow internal communication and connection to the public switched telephone network (PSTN)

TBS Care is the support and maintenance contract for PABX. 

TBS Care Pay As You Go (PAYG) is for PABX customers that don't have a TBS Care contract; it is a break/fix service, where customers can still log a fault, charged in time & materials for a fix. 

TBS Care Priority is a PABX Managed service offering, which includes 1st level helpdesk support provided by Telstra.

PABX Hardware, TBS Care PAYG and TBS Care Priority have an exit date of 30 September 2026.

This exit includes Managed Voice Services (MVS) and excludes TBS Care Priority Plus services (i.e. Partner provided managed services).

Main PABX Vendors are : Alcatel-Lucent, Avaya, Ericsson LG, Fujitsu,  Mitel (including Aastra and ShoreTel), NEC, Panasonic.

Other Vendors are :  Add On Hold, CallN, Messages On Hold.

From time to time, Telstra stops offering certain products to to be able to continue to meet changing customer needs, market conditions and to make sure we’re delivering the best possible experience and technology for our customers.

From 17 April-26 you will no longer be able order new PABX hardware, software or accessories,  move, upgrade, modify or change your existing PABX systems via Telstra. However you are still required to fulfil any payments relating to Rental, Lease or TBSRO of PABX hardware.

The support and maintenance for your PABX systems will continue to be provided till your TBS Care contract expires or exit date of 30 September 2026, whichever comes first. 

The support and maintenance for your PABX will continue to be provided till you TBS Care contract expires or exit date of 30 September 2026, whichever comes first. 

If you wish to retain maintenance services for your current PABX infrastructure, Telstra strongly encourages you to enter into a new agreement with a provider of PABX Maintenance Services as soon as possible. 

Yes, you can cancel your TBS Care contract at anytime prior to the exit date without early termination charges. If you wish to retain your current PABX infrastructure, and are entering into a new agreement with a provider of PABX Maintenance Services, please ensure that you cancel your TBS Care Priority and PAYG service(s) once you have successfully transitioned to a new agreement. This will ensure that you will no longer continue to be billed for these services once ready. 

Please note : Cancellation of TBS Care contract does not impact any Rental, Lease or TBSRO repayment obligations. 

The support and maintenance for your PABX will continue to be provided till your TBS Care contract expires or exit date of 30 September 2026, whichever comes first. 

When your Telstra Business Systems Care (TBS) contract expires, it will not be renewed by Telstra. 

Telstra strongly encourages you to enter into a new agreement with a PABX maintenance services provider of your choice, as soon as possible.

No, not from Telstra. Telstra strongly encourages you to enter into a new agreement with a PABX maintenance services provider of your choice, as soon as possible.

If you are interested in any of our other calling products your existing Partner can assist or please reach out to your Telstra representative. 

Your payments will continue to be billed as normal until 30th September 2026. From 1 October, Angle Asset Finance (also known as ‘Capital Finance’) will take on your billing arrangements, at which point you must contact the financier directly to transition your contract. 

Angle will contact you in the coming weeks to confirm your payment details, or you can call them directly on 1300 586 936 (9am-5pm AEST, Monday to Friday).

Your TBSRO payments will automatically cease at the end of your TBSRO payment obligations, at which point your agreement will end. 

Your existing PABX maintenance Partner can assist, you can also get support directly from your PABX vendor.

You will receive an email from Telstra on the 17-March-26 if you are the account holder or authorised representative on the account. 

Any valid open orders raised prior to Passive Cease Sale (27-Oct-2025 for New Customers) and Active Cease Sale (17-Apr-2026 for Move, Adds, Changes) dates will be fulfilled. From 17 April-26 you will no longer be able order new PABX hardware, software or accessories,  move, upgrade, modify or change your existing PABX systems via Telstra.

Telstra will continue to honour any valid warranty requests. 

Please refer to your Telstra bill, where this service will be listed as TBS Maintainence.

Please contact us by email at TBSCarePABXExit@team.telstra.com