Is Your Business Phone Ready for the NBN Switch-Off? What to Check
If your business still uses an older copper phone service, the move to the NBN may affect more than your internet connection.
Across Australia, older copper-based phone and internet services are being progressively retired as the NBN becomes available. This does not mean the internet is being taken away. It means the old network used to deliver many traditional phone and ADSL services is being replaced.
For most businesses, the change means moving your phone service to a modern, internet-based system such as VoIP on NBN.
The process is usually straightforward, but it is worth planning early, especially if your business uses EFTPOS terminals, alarms, fax machines, lift phones or other equipment connected to an old phone line.
What is the NBN switch-off?
The NBN is a broadband access network. It is delivered through different technologies, including fibre, fixed wireless and satellite.
As the NBN becomes available at a premises, many existing landline and ADSL services are scheduled to be disconnected. According to nbn’s business guidance, affected businesses generally have up to 18 months from the area being declared ready to move their services before the old network is switched off.
The exact timing depends on your address and the services you currently use. Some services provided over non-NBN fibre networks, certain apartment networks, and some special or business services may not be affected in the same way.
The important point is this:
The switch-off is the retirement of the old network, not the removal of internet access.
You will need to arrange a new phone and internet service through a retail provider. nbn itself operates as a wholesaler and does not sell phone plans directly to businesses.
What does a phone service over the NBN mean?
A traditional landline carries calls over a dedicated copper telephone network.
A phone service delivered over the NBN uses your internet connection to carry voice calls. This is commonly called Voice over Internet Protocol, or VoIP.
You may hear terms such as:
- VoIP phone service
- Hosted phone system
- Cloud PBX
- SIP service
- Internet phone system
The technology and plan can vary, but the basic idea is the same: your calls travel over an internet connection instead of the old copper phone network.
A small business with one main number may use a straightforward VoIP service. A business with several users, numbers or locations may be better suited to a hosted phone system or a business-grade SIP service.
The right choice depends on how many people need to make and receive calls, how your calls are routed, and whether your phone system needs features such as call queues, voicemail, call forwarding, business messaging or mobile apps.
What equipment will you need?
The exact setup depends on the phone system you choose, but a typical NBN-compatible phone system includes:
An NBN connection box
This is the equipment installed or supplied for your NBN connection. The type depends on the NBN technology available at your premises.A router or business gateway
The router connects your local network and devices to the internet. It should be suitable for your business internet plan and phone requirements.A compatible phone device
This could be an IP desk phone designed for VoIP, a computer or laptop with a softphone, or a smartphone with a business phone app.An adapter for some older analogue phones
An analogue telephone adapter, or ATA, may allow certain older handsets to work with a VoIP service. This is not suitable for every device or business use, so confirm compatibility with your provider.Power for the equipment
Unlike many traditional copper phone services, an NBN-based phone service generally will not work during a power outage unless the relevant equipment has backup power.
The key phrase to look for is nbn compatible phone system. Compatibility is not just about plugging an old handset into a new router. Your provider should check the phone, network, cabling and any other devices that rely on the old line.
Will call quality be affected?
Moving to VoIP does not automatically mean poorer call quality.
A well-configured business phone system over a suitable NBN connection can provide clear, reliable calls. Call quality is influenced by several factors, including:
- The type and performance of your NBN service
- Available upload and download capacity
- Network congestion
- Your router and local network
- Wi-Fi coverage
- The number of people using the connection
- How the phone service is configured
For many small businesses, voice calls use a relatively small amount of bandwidth. However, a business that is uploading large files, using video meetings and running cloud applications at the same time may need a plan and network setup designed for multiple users.
Ask your provider whether a business-grade service is suitable for your needs. It is also worth asking how they prioritise voice traffic and what support is available if call quality changes.
A properly designed system should sound like a normal business call, not like an unreliable internet call.
What happens to EFTPOS, alarms and other devices?
Your business phone migration should not be treated as a simple handset replacement.
Other devices may still use the old phone line, including:
- EFTPOS or HICAPS terminals
- Security alarms and monitored cameras
- Fire alarms
- Medical alarms
- Fax machines
- Lift emergency phones
- On-site ATMs
- Older PBX systems
- Modems and other dial-up equipment
These devices may not work reliably when connected to a standard VoIP service. Some can be upgraded to use IP or mobile communications. Others may need a dedicated service or replacement equipment.
The nbn business FAQs recommend contacting the relevant equipment provider before moving services. For example, speak to:
- Your bank or EFTPOS provider
- Your alarm monitoring company
- Your lift maintenance provider
- Your fire protection company
- Your fax or office equipment supplier
- Your phone system provider
Do not assume that an older alarm or lift phone will work simply because it has a telephone plug. Critical devices need separate migration planning, testing and, in some cases, a mobile backup solution.
What about power outages?
Traditional copper phone services were often powered from the telephone exchange, which meant a basic handset could continue working during some power outages.
NBN-based services are different. Your NBN equipment, router, desk phones and local network generally need power to operate. nbn explains that services connected over the NBN will not work during a power blackout unless appropriate backup arrangements are in place.
For an office phone system, consider:
- A UPS for your router and network equipment
- Backup power for essential desk phones
- A mobile phone app for staff
- Mobile failover for your business number
- A clear process for answering calls during an outage
A cloud phone system can help because calls can be delivered to a laptop or mobile app, not just a desk phone in the office. However, staff devices still need battery power and mobile coverage.
You can also read our guide on how your small business can keep taking calls when the NBN goes down.
How to check your switch-off timing
Start by checking whether your premises is ready for the NBN and whether your current services are affected.
You can use nbn’s business address checker or contact your current phone and internet provider.
Ask these questions:
- Is my business address ready for the NBN?
- Which of our current services will be switched off?
- What is the expected disconnection date?
- Can we keep our existing business phone number?
- What equipment will we need?
- Are our EFTPOS, alarm, fax and lift services compatible?
- What happens if the NBN or power fails?
- Is a business-grade NBN plan recommended for our team?
Number porting rules have not changed because of the NBN, and it is usually possible to keep your existing business number. Ask your provider to confirm this before the transfer begins.
A simple pre-switch checklist
Before your old service is disconnected:
- Check your address and switch-off timing.
- List every device connected to an old phone line.
- Choose an NBN-compatible phone system.
- Confirm whether you need an IP handset, ATA or mobile app.
- Ask about keeping your existing phone number.
- Contact separate providers for EFTPOS, alarms, fax and lift phones.
- Test inbound and outbound calls before the old service is cancelled.
- Arrange backup power or mobile failover if calls are important during outages.
- Make sure staff know how to use the new phones and apps.
- Complete the change well before the final disconnection date.
The upside: your phone is no longer tied to the office
The NBN switch-off may require some planning, but it also creates an opportunity to improve how your business handles calls.
Once your phone service runs over the internet, your business number can be more flexible. Calls can ring on a desk phone, laptop or mobile app. Staff can answer from the office, home or another location. Calls can be routed between team members, sent to voicemail or redirected during an outage.
A cloud phone system can also bring calling and messaging into one practical setup. Cloud Phone Company’s features include business calling, call routing, team messaging and apps for computers and smartphones.
The goal is not simply to replace an old phone line. It is to give your team a phone system that fits the way your business works now.
Need help preparing your business phone?
Cloud Phone Company helps small and medium-sized Australian businesses move to flexible VoIP phone and messaging systems. We can discuss your current numbers, users, handsets, call routing and NBN requirements, as well as help identify other devices that may need separate attention.
Call us on 07 5238 8578 or email hello@cloudphonecompany.com.au to discuss your setup.