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Priority Assist Phone + FAQs



The Priority Assist Phone is offered to our Priority Assist customers with a Telstra voice service on copper, velocity and NBN FTTP technologies.

The Priority Assist Phone will automatically switch over to a pre-installed mobile SIM card to enable voice backup in the event of a fixed line outage.

Voice backup is only available to customers in a 3G/4G coverage area as the voice backup relies on the Telstra mobile network.
Check coverage at

You must:

  • Have a spare working power point (240 v) within 1.5 metres of your existing telephone socket.
  • Keep the phone plugged in at all times, with the power point switched on so that the phone's internal battery remains charged. Your fully charged battery will remain operational for up to 8 hours in the event of a power outage. Backup time is dependant on many factors including usage, battery condition and charge, so backup time may vary depending on the circumstances.
  • Not remove the internal SIM card. Removal of the SIM card may result in cancellation of the voice backup service.

Only calls to local, national and Australian mobile numbers can be made whilst the phone is in voice backup mode.

Priority Assist Phone Support FAQs

Priority Assist customers who have their fixed line voice service connected via copper, Telstra Velocity or NBN Fibre to the Premises (FTTP) may
be eligible to receive the Priority Assist Phone free of charge.

The Priority Assist Phone is a purpose built phone, that offers advanced features to help ensure you stay connected during a fixed line service
outage. These include:


  • Larger buttons for easier dialling.
  • Emergency voice back-up calling via the 3G/4G Telstra mobile network, so you can continue to make calls if needed.
  • Up to 8 hours of battery backup in case of a mains power outage.
  • Small screen telling you when there is a problem with your fixed line.


Can I still receive the Priority Assist Phone if I'm ready to be connected to the NBN or already connected to it?
We only offer the Priority Assist Phone to eligible customers on NBN FTTP. For customers accessing the NBN via Fibre to the Node (FTTN), Fibre to the Basement (FTTN), Fibre to the Curb (FTTC) or HFC technologies, our Telstra Smart Modem and Uninterruptible Power Supply (UPS) offers comparable backup capability whilst connected to the nbn network.

How much does the Priority Assist Phone cost?
We offer the phone to eligible Priority Assist customers free of charge.

Can I purchase the phone if i'm not eligible to receive it free of charge?
Unfortunately, not at this time.

Is it difficult to install the Priority Assist Phone?
The phone is fairly straightforward to install. We provide an easy to follow guide for customers who wish to install the phone themselves. You can download the setup guide here. You will also receive a guide with your phone.

Can I get a technician to install the Priority Assist Phone?
Yes, we offer free professional installation for eligible Priority Assist customers.

Is there a more detailed user guide explaining the features of the Priority Assist Phone?
Yes, for a link to the detailed version of the user guide click here.

Is there anything I can do if I'm getting low mobile signal strength on the Priority Assist Phone?
Yes, like all mobile devices the performance can be impacted by the location of the device within the home. Some other things to check:

  • Ensure the antenna is screwed in correctly and is in an upright position
  • Move the phone to another area of your house/or closer to a window until more signal bars appear

Does the Priority Assist Phone require mains power?

Yes, the phone requires a 240v spare working power point. It's important that the phone remains plugged into the power source at all times. This will help ensure the battery is fully charged when you need it. The power cord on the phone is approx. 1.5m long.

How do I make calls on the Priority Assist Phone during a service outage?
The phone will automatically detect a failure on your fixed line and switch to mobile mode. The phone has a pre-installed SIM card, which will allows you to make calls to local, national and Australian mobiles over Telstra’s 3G/4G mobile network during a service outage.

Can my friends and family contact me on my home phone number during a service outage?
No, your friends and family will not be able to contact you during a service outage on your home phone number. They will require your backup mobile number to contact you.

How do I obtain my the mobile number for the internal SIM card?
If you wish to find out your backup mobile number to share with others, you have a couple of options:

  • Call 1800 801 920 from the Priority Assist Phone when in mobile mode, this will playback your backup mobile number. Be sure to have paper and pen handy.
  • Make a call from the Priority Assist Phone when in mobile mode to a mobile phone - you will be presented with the backup mobile number.
  • You can contact us on 13 22 00 and we'll be able to provide you with the backup mobile number attached to your phone.

To switch into mobile mode if you don't have a service outage, you can unplug your phone line from the bottom of the Priority Assist Phone. It’s important that you reconnect it, once you've retrieved the backup mobile number.

If my Priority Assist Phone becomes faulty and I require a replacement phone, do I keep the same backup mobile number?
No, each Priority Assist Phone has its own backup mobile number. If you receive a replacement phone, you should be aware that you will have a new backup mobile number. You should not swap SIM cards between the phones as the SIM card from the faulty phone will be deactivated.

Can I remove the SIM card from the Priority Assist Phone?
No, the SIM card should not be removed from phone. Removal of the SIM card may result in the deactivation of your backup mobile number, which means you may not be able to make calls during a service outage.

How do I know if my Priority Assist Phone is in mobile mode?
The phone will display "Line Fault Call 132200" on the screen and you may notice a slightly different dial tone. When the phone is in mobile mode the dial tone is a long continuous tone.

How long will the battery backup last in a power outage?
The battery backup offers up to 8 hours of power to the phone. The backup time depends on many factors including usage, battery condition and charge. Backup time will vary depending on the circumstances, we recommend when in mobile mode you only use the phone for emergencies to conserve power.

Can I switch off the battery backup during a power outage to conserve the power for when I need it?
No, you cannot switch off the battery backup.

Are spare battery packs available to extend the backup time or if my current battery is faulty?
No, we do not stock spare battery packs. If your battery is faulty, you will need to speak with our faults team who may offer a replacement phone. Please call our faults team on 13 22 03.


Is the Priority Assist Phone compatible with cordless DECT?
No, the Priority Assist Phone is not compatible with cordless DECT. You will not be able to pair a cordless DECT handset to the phone.


I only have one telephone socket in my premise and wish to still use my cordless handset, can I still use the Priority Assist Phone?
No, the Priority Assist Phone will use one telephone socket, so you will need to disconnect your cordless handset.

If you wish to continue using a cordless handset, you will need to arrange to have an extra telephone socket added in your home. To arrange for an additional socket, please call 13 22 00 and say ‘Telstra Platinum’.

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