3G Exit: Technology upgrade required

You need new equipment to continue your home or business phone service

Your home phone currently works on the 3G network, which means that it will stop working when we end 3G. To make sure you can keep using your home or business phone, you’ll need to move to our 4GFW (4G Fixed Wireless) network before the 3G closure. When you move to the 4G network your new plan will have different inclusions and exclusions.

What’s happening?

The 3G network is shutting down from 28 October 2024. This means that you’ll need to make some changes to make sure that your home or business phone keeps on working after the 3G network ends.

Firstly, to continue using your phone line, you’ll now need to move to our 4GFW (4G Fixed Wireless) network before the 3G closure. Secondly, the equipment in your home that accesses the old network is not compatible with our new network and needs to be replaced. So, with our 4G plan, you’ll get a new Smart Modem included for use and a compatible antenna (where applicable) at no additional cost. You don’t need to buy more equipment when you move. Contact us to arrange to change your equipment. If you leave within 24 months, simply return your modem, or pay a $200 non-return fee.

You can keep your current phone number on the new plan. In some cases, we may assign you a temporary number to ensure continuous phone service during the transition process.

We encourage you to switch to the new plan as early as possible to avoid any disruptions caused by the 3G closure.

Learn more about the new service

What’s included?

  • Phone line plus unlimited calls to standard Australian landlines and mobiles.
  • 30 minutes of standard calls to any overseas countries.
  • Calls to standard local and national fixed line numbers.
  • Calls to standard Australian mobiles.
  • Calls to 13 numbers and directory assistance.
  • Unlimited data. Fair Use Policy applies.

What’s excluded?

  • No directory listing; silent number by default.
  • Self-serve plan changes and settings are currently unavailable for the 4G Fixed Wireless plan in the My Telstra app.
  • 1900 calls are barred.

Call us to place your order

You’ll need to contact us to place your order for a new plan and equipment to keep your home or business phone working. Make sure to have valid identification (e.g. driver’s license or an Australian passport) with you when you call.

Note: If you have not upgraded your equipment when the old network comes to an end, you will no longer have access to a working home or business phone (this includes making calls to emergency services and triple-0).

Call 1800 258 503

Installation guide

When you contact us on 1800 258 503 to place an order, we'll be able to advise you whether we can send your equipment for you to install yourself or if we’ll need to arrange an appointment with a technician to install the new equipment.

Follow the relevant instructions below to set it up.

If we advise you to  self-install, you can set up your new Telstra Smart Modem for 4G Fixed Wireless yourself. Download the set-up guide or follow our step-by-step instructions below to self-install. Installation will take up to 30 minutes.

 

Set-up guide for 4G Fixed Wireless (PDF, 333KB)

Step-by-step instructions to self-install 4G Fixed Wireless Telstra Smart Modem

  1. Plug your Telstra Smart Modem into the power outlet
    1. Plug your Telstra Smart Modem 3 into a power outlet. Once connected, the light will show solid blue on the front of the modem.
    2. Have a phone? Connect via your existing phone cable.
  2. Connect your home phone
    1. Use the phone cable with grey ends.
    2. Connect the cable into the green phone port that's located on the back of the modem on the right.
    3. Connect the other end into your home phone.

We’re committed to making this transition as seamless as possible, ensuring that your home phone stays connected.

  1. Call us

    Call us on 1800 258 503 to place your order for a new plan and equipment

  2. Book appointment

    We’ll set up an appointment for installation of your new 4GFW equipment.

  3. Technician visit

    A technician will come out to your home to update your connection and install the equipment.

Frequently asked questions

In most cases, you’ll need to be at home or on the business premises during the 4G upgrade to help test the new service. Our team will advise you on any requirements during the upgrade.

Your current home or business phone line equipment (3G modem) will not be compatible with the 4G network, so we’ll need to upgrade your equipment to a Telstra Smart Modem 3. However, your current phone handsets will be compatible with the new modem.

There may be some brief interruptions to your phone service during the 4G upgrade, but we’ll work with you to minimise any disruption.

No. Unfortunately, you’ll be unable to transfer any messages from your old MessageBank service to your new one.

Yes, you can cancel your home or business phone service anytime by contacting us on 1800 258 503.

Rather get in touch? Let’s get you connected.

Contact us

We're here to answer your questions. Mon-Fri 8am to 7pm AEST

Call 1800 258 503

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