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Notifications

Telstra Home Phone Features Exit

Support Team
Support Team

Due to the demand for certain Telstra Copper (PSTN) features reducing, and with most not currently available on our nbn™ services, we have decided to exit the following features to allow for a more seamless migration to the nbn network for our nbn and non- nbn customers:

 

1 September 2018

  • Call Back Busy
  • Call Forward Set Time
  • Delayed Hot Line
  • Remote Access
  • Smart Ring
  • The Message Wait Indicator feature on Virtual MessageBank®. 

1 March 2019:

  • Centel Plus
  • Abbreviated Dialling
  • Call Forward Fixed Diversion
  • 0015 International Fax 

1 April 2019:

  • 2 Home/Business Phone Rental Offers

31 May 2019:

  • Enhanced Indial

30 June 2019:

  • Private/Home Metering
  • Telephone Metering Information Management Systems

30 September 2019:

  • Business Links
  • EasyCall Feature - Auxiliary Voice Multiple Number
  • Fax Services - Duet -Phone & Fax Multiple Number
  • FaxStream Enhanced
  • Call Control
  • Fixed SMS
  • Weather 1196
  • InfoCall
  • Time 1194

30th January 2020:

  • CVPN Dial Plan

30th June 2020:

Private Payphone (Inclusive of Bluephone rental and maintenance contracts)

 

The following features are changing:

Product/Feature

Alternative Options

0015 International Fax

To send a fax we recommend dialling 0011 + Country Code + (Area Code + Telephone Number).

Abbreviated Dialling

We recommend storing your favourite numbers in your handset. Please consult your handset manual or visit our range of user guides for more information.

Business Links

For an equivalent service on the nbn network, sign up to Digital Office Technology (DOT), Business SIP or TIPT services that have flexible call control and management features.

Call Back Busy

Unfortunately, this feature is not available on nbn services.

Call Control

Unfortunately, this feature is not available on consumer nbn services. For customers remaining on PSTN call barring can be used to control international and long distance calls.

 

For an equivalent business service on the nbn network please seek Digital Office Technology, Business SIP or TIPT services that have flexible call control and management features.

Call Forward Fixed Diversion

Please visit our call forwarding on your home phone page for more information on how to set up your call forward immediate, call forward busy and call forward no answer. Call forward variable diversion will continue to be available on Consumer & Business calling services.

Call Forward Set Time

Unfortunately, this feature is not available on nbn calling services at this time.

Ancillary and PBX equipment is available for timed call control management in a business call environment.

Centel Plus

We recommend taking up a business calling solution such as TIPT, SIP Connect or DOT Business Bundle.

Corporate VPN Dial Plan

If you are a small business customer, we recommend you move to an nbn Business Voice product (Business Voice, DOT or Business SIP), or as an interim solution, program the number into a speed dial on your handset.

Delayed Hotline

Instant hotline is an alternative, which is available on the nbn network, and dials out a present number without waiting 4 seconds. Another option for customers is speed dialling, with various handsets available to support this. Please consult your handset manual or view our range of home phones for more information. For information about our disability services call the Telstra Disability Help Line on 1800 068 424. 

EasyCall Feature - Auxiliary Voice Multiple Number

If you still require your auxiliary voice multiple number you can sign up to a new PSTN Line (PSTN Line costs apply).

Enhanced Indial

If you are a small business customer please talk to your local Telstra Business Centre about number redirection options or alternative multiline options such as Business SIP. Our contact details are below.

Fax Services - Duet -Phone & Fax Multiple Number

Unfortunately, this PSTN premium service is not available on our nbn services. You can continue receiving faxes on the same line, though there will be no difference between ring tones between the different incoming calling lines.

FaxStream Enhanced

Unfortunately, this PSTN premium service is not available on our nbn services. You can continue sending and receiving faxes on a voice line connected to a fax machine, or use their fax machine to scan and send documents as an email if their machine supports this feature.

 

Online Fax Services are also available external to Telstra. Telstra’s current supplier of this capability is Open Text but there are also many other suppliers of similar services. To explore these options please web search ' Online Fax Services' to better understand what alternatives exist.

Fixed SMS from and to a fixed line handset including Talking Text

We are no longer offering this feature. To send and/or receive SMS you will need to use a mobile service.

Home/Business Phone Rental

As of 1 February 2019 all Home Phone Rental Handset offers will be ceased from sale and exited on 1 April 2019 with the exception of the following

-              T1000S

-              All rented disability equipment services

 

If you have a rental handset other than any T1000S rented from 1 February 2019 or rented disability equipment services:

  • Monthly rental charges will no longer apply from 1 April 2019 (unless we removed your rental charges earlier).
  • If you believe your handset is no longer of acceptable quality, because of marks or other defects you are aware of, please dispose of it. Otherwise, you can keep your current handset(s) and continue use as normal.
  • From 1 April 2019, if your handset(s) becomes faulty or needs replacing, unless a manufacturer’s warranty or Consumer Guarantee applies, we’ll no longer offer replacements for faults, or upgrades to the equipment.
  • Alternatively, you can purchase outright or with monthly instalments from our range of handset choices, or change to the T1000S rental device.

 

Important to note: This notice doesn’t apply to any new home or business phone handset rental you’ve signed up to with us from 1 February 2019.

InfoCall

Dialling 190 numbers will no longer be possible. In some instances, you may be able to continue using the service. In order to confirm this or any information about the service please contact your provider. Find out how here.

 

FAQ: For my Infocall 190 service, how do I know who my provider is?: We have provided you a list where you can search via the 190 service to find which provider to contact.

Message Wait Indicator feature on Virtual MessageBank®.

 

Virtual MessageBank is still available but the interrupted dial-tone feature indicating a new message has been recorded will cease to operate.

To access new messages please dial into your Virtual MessageBank.

PSTN Call Metering Services

 

Private / Home Metering

(Telephone Metering Information Management Systems (e.g. hotel call charging))

You will need to upgrade to Self-Tariffing equipment to maintain this capability.

We recommend contacting your Telephone Information Management System (TIMS) supplier to change from network supplied to self-managed (tariffing). 

Private Payphone 
(inclusive of Bluephone Rental and Bluephone Maintenance contracts).

We have ceased selling this product as of 30th September 2018.

If you have a Bluephone Rental or Maintenance contract and you have not contacted us by the April 2020 your service will be cancelled.

 

Furthermore, Payphone Line Complete (Private Payphone) is no longer available for sale and the service will be fully exited on the 30th of June 2020 regardless whether your payphone can self-tariff.

 

If you want to cancel your service you can speak to the Payphone Service Delivery Team on 1800 011 433 > Option 2.

Remote Access

Unfortunately, this feature is not available on nbn services. Visit our call forward diversion guide to find out how to setup diversions directly from your service

Smart Ring

Some handsets allow you to setup different ring tones for different users. Please consult your handset manual or visit our range of user guides for more information.

Time (1194) 

To get the exact time go online or use your mobile phone network settings. Blind or low vision customers might want to consider using voice activated mobile assistants such as Siri, Cortana or Google. Finally radio could be utilised for customers without access to mobile services.

Weather (1196)

To get the exact weather go online or use your mobile phone weather applications. Blind or low vision customers might want to consider using voice activated mobile assistants such as Siri, Cortana or Google. Finally radio could be utilised for customers without access to mobile services.

 

Why is Telstra exiting these Telstra Copper (PSTN) features?
These features have been in operation since the 1990s, however the use of these PSTN features is low, and has been steadily declining over the years as technology changes the way we communicate. With the progressive rollout of the nbn network, demand is continuing to decline further.

 

Exiting these features aligns our PSTN features across our PSTN and nbn services.This will reduce complexity and create a more seamless experience for customers when migrating to the nbn.

 

Will Telstra exit additional Telstra Copper (PSTN) features?

We regularly review our products and features to ensure we are providing services which benefit our customers, and we will continue to do this with additional PSTN features. We will ensure that our customers receive adequate notice should the decision be made to exit further features.

 

What do I do if I currently have these services?  
We will start notifying impacted customers from June 2018. Customers can continue to use these features until the removal of the feature from the service on the exit date. We will automatically remove the features from the service.

 

Does Telstra contact each individual customer? 
Yes, we will notify impacted customers individually starting from June 3, 2018. Please check your bill message or emails from Telstra.

 

Do I as a customer have to proactively call Telstra?  
No, you do not have to do anything. We will remove the feature automatically, however if you have any queries please do not hesitate to contact us via the below options.

 

Can I go on 24/7 live chat and ask someone to take it off or do I just do nothing? 
Yes, 24/7 live chat support is available, however we will automatically remove the features according to the exit dates mentioned above.

 

Still need help?
Personal and small business customers
Visit your nearest Telstra Store or call us on 132 200 from 8am to 9pm AEST and follow the prompts.

 

Business customers
Visit your nearest Telstra Business Centre or call us on 132 253 from 7am to 7pm AEST.

 

Enterprise customers
Contact our Telstra Service Desk, or Customer Service Team or your Telstra Authorised Dealer.

 

nbn nbn co, and other nbn Brands are trademarks of nbn co limited and used under licence.

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30 Comments
Level 21: Augmented

I somewhat think this is a bit of a cop-out.

 

I mean if you dont provide the features or cant provide the features on NBN how can you reallistically determine their decline?

 

a forced decline through no-supply, is not a great metric to be measuring.

 

didnt the inability of maintaining/providing the duet service on nbn cause lessons to be learned? 

Support Team
Support Team

Hi @cretsiah,

 

As more and more of our customers’ transition to the nbn, aligning features across our PSTN and nbn services will reduce complexity and create a more seamless experience for customers when migrating to the nbn. 

 

We know that the use of these PSTN features is low, and has been steadily declining over the years as technology changes the way that our customers communicate. With the growth of applications and messaging platforms, and the expansion of smartphone inclusions such as unlimited voice call and texts, people are choosing the convenience of mobile phones and smart messaging apps as ways to communicate progressively more. 
 

elfbit
Level 1: Cadet

We run a Not-for-Profit Charity with a 24 hour hotline manned by volunteers who take shifts through the day and night.  Our call forwarding capability was abruptly terminated on Friday (even though our most recent bill advised the service would be available until March 2019).  This caused a considerable amount of stress and lengthy phone calls to Telstra.  One of our volunteers was effectively "stranded" on the Hotline for many hours.  What technology do you suggest that will enable us to continue to pass the Hotline amongst our members?  We do not wish to change the number as it is on our website, signs, literature, etc and has been in use for almost 30 years.

Support Team
Support Team

Hey elfbit,

 

I can appreciate your concerns with these features having been turned off before the time frame advised and do apologise for any inconvenience this has caused you and your business Smiley Sad I would recommend having this discussed further with our Business Team so that we can have the correct solution for your needs made available. They can be reached on the contact details in the main post or the also have a Live Chat team that is available to assist in real time 24/7 via 

 

http://tel.st/uja7v

 

Let us know how you go. 

KurtLane
Level 1: Cadet

Im in a similar situation to elfbit, mwe used to rely on the remote access feature to divert the phone line while out of the office. The only solution Telstra Business Centre was able to come up with was wait until we get the NBN, and because of the setup of our building could be a few weeks to a few months, and using Digital Office Technology we should be able to control the phone number divert via an app, but nothing is for sure and the proof will be in the pudding. In the mean-time we have to suffer. Its really poor form on Telstra's part canceling services without alternatives to use in the mean time, I can't believe any business can get away with this kind of incompetence. 

KurtLane
Level 1: Cadet

I had an idea  that would work if I had an old dialup modem. Since I have to be in the office to setup a divert a simple windows scheduled task can do what a person has to do by plugging the phone into the modem then setup a routine to run automatically every night or anytime with a different number each night etc, or several numbers to divert to at different times to dial *21 then the number # or whatever had to be dialed. Setup a windows scheduled task to do it and back again in the morning. 

 
It would be just like someone was there to do it. I wonder if that would work.
elfbit
Level 1: Cadet

The reason we were given for the removal of the service was because we got NBN!  We have switched to a BizPhone setup with TPG - much easier to use and cheaper as well - everything managed via a web interface and/or app (and we ported our number).  Telstra were unbelievably unhelpful and caused our organisation a great deal of stress and wasted hours with our phone line in limbo.  I hope you find a workable solution.

KurtLane
Level 1: Cadet

It worked. I got an old laptop with a dialup modem and using the free software I found, Phone Dialer Pro http://www.phonedialerpro.com/faq_pdp.htm I set up scheduled tasks to divert the phone around then another one to dial #21# to divert back to the office in the morning. It will work really well over the Christmas break when no-one is in the office.

fdgsfafgfd
Observer

Got an email about this and contacted support for options regarding Fixed Line Diversion being switched off in 2 weeks. I have been advised by two Telstra agents so far that this post and the email don't exist.

 

How do I get actual support from Telstra by someone who is not just reading a script?

 

 

SHo17
Observer

I use Call Control to eliminate Spam calls from OVERSEAS. I would happily give up all the listed landline features if Telstra would do something about all the junk calls.