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Frequently Asked Questions
There is lots going on in our world of communications.
Below is a list of frequently asked questions, these are designed to help answer any queries you may have. If you cannot find the information that you are looking for, please contact us on local free call 0100.
The new 3G/4G network
Why do I need a new SIM?
The existing SIM cards do not support 4G LTE, therefore you will need a new SIM.
What will happen to my current mobile credit?
Norfolk Telecom is finalising how to transfer customer’s existing credit balances to the new network.
Will the plan come with a phone?
No.
Will I be able to buy 4G phones from NT?
NT does not sell phones; however, there are several places in town where you can buy a new smartphone. Alternatively, next time you or a family member are travelling overseas you could buy one then – just make sure the model supports our bands.
Do I need a new phone?
Perhaps. It depends what make and model of phone you have. If your phone supports the spectrum bands that we will be using on our 4G (Band 28) and 3G (Band 8) then you do not need to change. If not, then you will need a new phone.
Will I need/get a new phone number when I migrate to 3G/4G?
No, you will keep your existing mobile phone number.
Will I be charged for the new SIM?
No, existing customers who swap their current SIM for a new one will not be charged (and the mobile number will stay the same). If the new SIM is lost or damaged in future, then a fee will be charged for a replacement.
I’ve heard Norfolk Telecom (NT) is upgrading its network to 4G/3G, what is that?
Each ‘G’ stands for ‘Generation’, so effectively we are upgrading from 2nd generation to 4th generation technology.
If I do not wish to upgrade, can I continue with my existing service? Will this continue to be available?
You will not be able to continue with your existing service. Once the new 3G/4G network is fully tested and available to the public then we will switch off the old 2G network.
Will a technician be required to visit my premises to install and set up the new mobile service?
No. If you have a compatible mobile phone and have swapped your SIM, then you will automatically start using the new mobile network when we switch it on.
How is 3G/4G different to the existing 2G?
Our existing 2G mobile network only supports voice and SMS, whereas our new network will support broadband data as well. In addition, we are also putting in a new, and better, billing system, which will include a web Self-care Portal and a mobile Self-care App.
Why is NT upgrading its network?
Our current mobile network is ageing, as a result we are seeing the existing equipment breakdown more frequently, and the technology is ‘old’ 2G. Norfolk Island Regional Council (NIRC) has decided now is the time to upgrade the network to a new 3G/4G network. Once the new mobile network is fully operational, our tech team will turn off and decommission the old 2G network.
When will the new service be launched?
The new network is currently being installed. NT will be undertaking extensive testing of the system from Monday 28 September, with the go ‘live’ launch date at 1am on Tuesday 12 January 2021.
Can I continue to use my landline?
Norfolk Telecom will continue to offer great landline service in additional to mobile services.
Will the new service be more expensive than our current service?
Our mobile price plans have changed to include data, these changes take effect from the date of go 'live' on Tuesday 12 January 2021. Information about our plans, bundles, add-ons and more is available on this website. If you are still not sure about the plan and bundle best suited to you, contact our friendly customer care team on local free call 0100.
Can I get 4G and/or 3G on my current phone or USB modem?
It depends on what make and model of phone or modem you have. If your phone supports the spectrum bands that we will be using on our 4G (Band 28) and 3G (Band 8) then you do not need to change. If not, then you will need a new phone or modem.
Where and when can I get the new SIM?
If you wish to purchase a new SIM, you can buy from any of the following retailers of Telecom products:
Paw Paw’s Pump Shed
The Trading Post
P & R Groceries
Customer Care
Do I need to buy another SIM, or can I continue to use my existing SIM?
The new network will require all mobile customers to have a new SIM card as the existing ones will not support 4G LTE technology. We anticipate that existing customers will be able to collect their SIM from Customer Care in December 2020. Collecting your SIM prior to the go live date means that you will be able to use the new 3G/4G network from day 1. New customers will not be able to purchase a SIM suitable to the new network until the go live date of 12 January 2021.
Information on coverage and data
How fast is 4G compared to 3G?
In terms of data speed, while it can vary, 4G is typically five to ten times faster than 3G.
Why should I upgrade to 3G/4G?
The 2G network is now obsolete and needs to be being decommissioned. The Commonwealth government has provided the funds for the new 3G/4G network which will be more reliable and offer broadband mobile data for the first time on the island.