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Landline or home phone
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There are multiple types of landline connections
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1 Copper wires (PTSN/PSTN)
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This is commonly known as the traditional “line in the ground” connection. Copper wires are typically trenched into the ground and a junction box and other network components are housed in a “pit” near your house, allowing technicians easy access for troubleshooting and repairs. This pit is connected to an exchange or node box.
PSTN (Public Switched Telephone Network) services do not require an external power source to work. In a power outage, you can still use this connection with an unpowered handset.
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2 NGWL (Next Generation Wireless Link)
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NGWL (Next Generation Wireless Link) uses the Telstra Next G® (3G mobile phone) network to provide voice and broadband internet services. It’s not available to everyone but is offered under specific circumstances as an alternative to regular fixed-line services.
NGWL is a better option where terrain makes laying cable difficult or expensive. While it offers internet and voice services, geographical and environmental features can impact signal strength.
Data plans are typically limited to 25GB, contract-based, and can be costly. Technically, it’s not a landline service, as it uses the mobile phone network.
NGWL can be supplied in various formats using different equipment. For some, the telephone handset plugs into a connection box connected to an external antenna, which communicates with the nearest 3G tower. For others, the connection is through a copper line to a mini repeater tower or direct to the modem via the mini repeater tower. These towers are not 3G towers but rather daisy chain repeater stations.
This service won’t operate during a power outage, but you can extend its functionality using a UPS (Uninterruptible Power Supply), power bank, or generator. Combined with the battery life of the tower units, this setup can provide a few extra hours of connectivity.
Note that this service does not provide calls with a wide frequency range (3.1kHz bandwidth). Telstra offers a dedicated support line for NGWL consumers at 1800 MY NGWL (1800 696 495). More information is available on the Telstra website.
As part of the 3G shutdown, NGWL services will be migrated to either a 4G Fixed Wireless (sometimes called Home Voice) connection or, in some cases, a Satellite Home Internet connection powered by Starlink.
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3 HCRC (High Capacity Radio Concentrator)
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HCRC, which stands for High Capacity Radio Concentrator, is a network operated by Telstra.
The HCRC networks were initially deployed in the 1990s as an upgrade to replace older radio equipment. They play a crucial role in delivering telecommunications services, particularly in remote and less accessible areas of the country. As of late 2018, they provide approximately 14,000 individual services to around 6,400 premises in remote areas.
An HCRC connection provides a landline / voice service in remote areas, where no other landline technologies are available. HCRC can also support features such as caller ID, call waiting and voicemail. However, it is becoming more difficult to source replacement parts for this technology type, and it often relies on older copper lines between Telstra towers and the house.
People who currently have an HCRC connection can still use this technology type and are encouraged to maintain this connection as well as their internet technology, however Telstra are looking at other options, and are not promoting this technology, particularly for new home connections.
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4 USO Satellite
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A USO Satellite service typically includes a fixed satellite dish permanently mounted outside your home, which communicates with a connection box inside. You can then connect your telephone handset to this box. This is different to a Satphone service.
Satellite services are critical to Telstra’s communication network, delivering around 1,000 voice services to more remote areas across Australia. Telstra’s USO geostationary satellite platform has been set up so calls can be delivered in a single hop, reducing the typical latency delay found on satellite services as much as possible.
USO Satellite phones can cover a wider geographical area, making them an excellent option for particularly isolated areas. However, this same advantage means latency and bandwidth can be impacted, and weather can obstruct the signal.
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All your landline questions answered
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1 Can I get a landline?
The Universal Service Obligation (USO) is a long-standing consumer protection that supports access to phone services and payphones.
Telstra is responsible for delivering the USO, and must provide standard telephone services (STS) on request to premises in Australia within reasonable timeframes, and make payphones reasonably available nationally. This is both a legislative and contractual obligation.
A USO STS includes the following features:
- Access to local, national and international calls
- Untimed local calls
- 24 hour free access to emergency service numbers
- Priority Assistance (for those with a life threatening medical condition)
- Customer service Guarantee (acceptable connection and repair timeframes)
- A unique telephone number with or without a directory listing
- Preselection (which allows the user to preselect another provider for long distance, fixed to mobile and international calls where the STS is provided over our copper network)
- Calling line identification
- Operator and directory assistance and,
- Itemised billing.
You can request that Telstra provide a standard telephone handset on request for an additional cost. They also provide people with hearing, speech, vision, dexterity or mobility impairments with an alternative form of communication including equipment necessary to use this service. For more information see their disability products and services.
Telstra’s national pricing ensures that customers in remote areas pay the same price for an STS as our customers in cities. While this service has traditionally been provided as a fixed line telephone service, their obligation is technology neutral meaning they will choose the technology to provide this service. For example, in some remote areas they provide customers with an STS over satellite.
For more information please call 13 22 00.
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2 How do I ensure a smooth landline setup?
When setting up your landline connection with a provider, ask them or the installer about the equipment they provide and any additional equipment you might need to purchase. For example, a PSTN (Public Switched Telephone Network) line does not automatically come with a phone handset. You can buy a handset from a phone retailer and connect it to your line.
More information
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3 What are the Standard Telephone Service (STS) plans and costs?
Telstra sets up STS plans to comply with their requirement under the USO. Telstra’s national pricing ensures that customers in remote areas pay the same price for a STS as those in cities.
While STS used to be provided as a fixed-line service, Telstra can now offer different technologies, like satellite, for better value and connectivity in remote areas.
Plans and costs for Next Generation Wireless Link (NGWL), High Capacity Radio Concentrator (HCRC), and USO Satellite connections may not be listed on Telstra’s website. It’s important to keep copies of all the documents you receive and carefully check your bills for pricing and any unexpected fees or additions.
- Standard Copper Wire Connection: If you’re looking for a standard copper wire connection, you can find pricing on Telstra’s “Home Phone” page.
- Financial Assistance: Available for pensioners and eligible Health Care Card holders.
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4 What is the Universal Service Guarantee?
The Universal Service Guarantee (USG) provides all Australian homes and businesses with access to both broadband and voice services, regardless of their location.
It incorporates the Universal Service Obligation (USO), a long-standing consumer protection ensuring everyone has access to landline telephones and payphones regardless of where they live or work.
To find out more about the USG, visit our page.
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The 3G shutdown and your NGWL service
From 28 October 2024, Telstra is migrating all NGWL (3G) customers across to their new 4G Fixed Wireless service, including upgrades to equipment. Most customers will transition to a 4GFW (4G Fixed Wireless) solution, which includes a Telstra Smart Modem and a compatible antenna. Others may be offered a Home Satellite service powered by Starlink. Find out more in our fact sheet.
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You are entitled to a telephone service under the Australian Government's USO?
The Universal Service Obligation (USO) is a consumer protection put in place by the Australian Government. It means that you have the right to a standard fixed landline phone service provided by Telstra, regardless of where you live or work in Australia.
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