Announcements

Telstra currently operates two 3G networks – our Next G® network, Australia’s largest mobile network, and an earlier, limited 3G service operating at 2100MHz in metropolitan areas.Telstra’s 3G 2100MHz network is currently shared with Vodafone Hutchison Australia (VHA). On 31st August 2012, we will be making changes to this network as Telstra and VHA end this partnership.

How you’ll be affected

If you’re using a mobile phone or wireless data device that only operates its 3G functions on the 3G 2100MHz network and not on our Next G® network, and:

• you’re located in a metropolitan area where there is 2100MHz coverage -  check coverage now
• you have a 3G SIM card (not a 2G SIM card) and
• you use your mobile service to access 3G services - such as video calling, Mobile FOXTEL from Telstra, or high speed data services

Your reception and services may change including your 3G data and internet services, video calling and Mobile FOXTEL from Telstra. Your mobile device will continue working for voice calls and SMS, whenever you have 2G network coverage. It may also work for 2G data and internet browsing, but at slower speeds.

If you use any type of hearing aid or cochlear implant, you may be further affected by the network changes. For more information, please visit our Mobile Phones and Hearing Aids website.

What to do if your reception is affected

After the changes, if you have any reception difficulties – it may help to move outdoors.

Next G compatible devices set to access our 2100MHz network

Although you may be already using a device that is capable of operating on the Next G network, it’s important that your device is set to access the Next G network, and not our 3G 2100MHz network. If it isn’t, you will also be affected by these network changes. To access our Next G network, please change your carrier network setting to ‘Automatic.’ See our list of common manufacturer websites where a user manual can be obtained to reset your device.

Need more information?

To find out more, or for help identifying if you may be affected, please see our Frequently Asked Questions

If you’re still not sure what device or SIM card you are using, please take your mobile phone into your nearest Telstra Business Centre or Telstra Store to see if you will be affected.

We’re here to help

For more information about these changes or to upgrade to a Next G® compatible device, call us on:

• 13 2200 for residential Post-Paid enquiries,
• 125 8880 for Pre-Paid enquiries,
• 13 2000 or your Account Executive for Telstra Business enquiries, or
• 1800 730 053 or your Account Executive if you are an Telstra Enterprise or Government customer.
• You can also visit your nearest Telstra Business Centre or Telstra Store.

If you have a hearing aid or cochlear implant please contact us on 1800 286 980.

Telstra is constantly working to make the Next G® network a better experience for our customers.

Recent testing has shown that software in some Nokia mobile handsets may be incompatible with upgrades being made to our Next G network.

Nokia has released a software upgrade for the impacted phones.

What should you do next?

Make sure your Nokia handset has the required software. You can check the current software version by keying *#0000# into the handset. The software version displayed on the handset should match the required software in the table below. If you don’t have required software you’ll need to upgrade your software or upgrade to a new phone.

To upgrade your software you will need a USB cable compatible with your phone (one would have been packaged with your handset) and a computer with access to the internet with a Windows XP, Vista or Windows 7 operating system.

As you will be uploading and downloading, internet data charges may apply.

Download the step-by-step instructions for your Nokia model:

• 6120 (PDF, 1.8MB)
• E51 (PDF, 1.4MB)
• N95 (PDF, 1.1MB)
• E71 (PDF, 1.2MB)

If you are having difficulty upgrading your device, or wish to discuss what handset replacement/re-contracting options are available to you, you can contact your Telstra Account manager, visit your nearest Telstra Business Centre, or call our support centre on 13 2000.

If you can’t find your software version in the table above you should call or visit your nearest Telstra Business Centre, or call our support centre on 13 2000 to confirm if Nokia have a software upgrade available for your handset.

To work this out, we will need to confirm your phones IMEI (International Mobile Equipment Identity) number – this can be done by keying *#06# into your handset. You can do this while you are in store, but if you are calling into our support centre, please check and write your IMEI down before calling.

Issue with Telstra Handsets

Telstra is constantly working to improve the performance on the Next G® network for customers.

Recent testing has shown that software in the Telstra Tough™ (T90) and Telstra Easytouch® Discovery 2 (T2) mobile handsets may be incompatible with an upcoming upgrade to the network.

A software upgrade is available to ensure these phones continue to perform well on the upgraded network.

What should you do next?

Make sure your handset has the latest software. You can check the current software version by keying *983*32# into the handset. The software version displayed on the handset should match the “latest software” in the table below. If you don’t have the latest software you will need to upgrade your handset software in order to avoid any problems once the network is updated.

To upgrade your handset software you will need a USB cable compatible with your phone (one would have come packaged with your handset) and a computer with access to the internet with either a Windows XP Service Pack 1, Windows Vista or Windows 7 operating system.

Download the step-by-step instructions for your model (internet data download charges will apply):

• Telstra Tough™- T90 (PDF, 1.2MB)
• Telstra Easytouch® Discovery 2 – T2 (PDF, 1.25MB)

Access the upgrade tool for the Telstra Tough™
Access the upgrade tool for the Telstra Easytouch® Discovery 2

If you are having difficulty upgrading your device, or wish to discuss what handset replacement/re-contracting options are available to you, you can contact your Telstra Account manager, visit your nearest Telstra Business Centre, or call our support centre on 13 2000.

Frequently asked questions