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 existing SIM cards do not support 4G LTE, therefore you will need a new SIM.
Norfolk Telecom is finalising how to transfer customer’s existing credit balances to the new network.
No.
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.
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.
No, you will keep your existing mobile phone number.
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.
Each ‘G’ stands for ‘Generation’, so effectively we are upgrading from 2nd generation to 4th generation technology.
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.
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.
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.
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.
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.
Norfolk Telecom will continue to offer great landline service in additional to mobile services.
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.
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.
If you wish to purchase a new SIM, you can buy from any of the following retailers of Telecom products:
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.
In terms of data speed, while it can vary, 4G is typically five to ten times faster than 3G.
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.
The main change will be fast broadband mobile data.
Our new mobile network also supports 3G; it will operate on the 900 MHz band (Band 8), which is common in Australia and New Zealand. You will need a device that supports this band. Given the large number of mobile phones available NT is unable to provide direct advice on which phones are supported but there are many websites that will provide comparisons between individual devices and their compatibility to the new network.
Our new 4G LTE mobile network operates on 700 MHz spectrum (known as Band 28), which is common in Australia and New Zealand. You will need a device that supports this band. Given the large number of mobile phones available NT is unable to provide advice on which phones are supported but there are many websites that will provide comparisons between individual devices and their compatibility to the new network.
The new network will support voice, SMS and data.
The new mobile network has been designed so that we have the maximum amount of coverage achievable; however, Norfolk Island has lots of hills and valleys, and inevitably this will mean that there may be a few small ‘black spots’ with poor or no coverage. The NT tech team are working with the supplier during the network commissioning stage to ensure these areas are minimised.
Our computer modelling indicates you will; however, as our terrain is quite challenging, inevitably, this will mean that there may be a few small ‘black spots’ with poor or no coverage. With the new base stations installed, the NT techs are doing extensive testing and aim to eliminate, as much as possible, any patches of poor signal before the network is accessible to customers. Work will also continue after ‘go live’ to address any black spots.
Data speed on a network is dependent on several factors; this is true of both our new 3G/4G network and NBN’s satellite-based system. We offer a reliable mobile data service that allows our customers to fully exploit browsing and streaming activities.
It may do. If the phone is compatible with the spectrum bands Band 28 for 4G LTE and Band 8 for 3G then it will work. However, the phone must be unlocked. If it is ‘phone locked’ to a mobile network from the other country, then it will need to be unlocked. If you are not sure, we can look at it for you when you come to collect your SIM.
Visitors to the island cannot connect to the Norfolk Telecom network automatically. To connect to the Island's internet infrastructure Visitors are able to purchase a Visitor SIM-pack or a Hot Spot Voucher.
No. Visitors to the Island are unable to use international roaming at this time. Compatible phones which are not locked to another network provider can use the Norfolk Telecom network.
A visitor SIM pack is available for $30 and offers great value data, voice and SMS.
Norfolk Telecom does not currently have any roaming agreements in place. You are not able to use your Norfolk Telecom SIM whilst overseas.
A credit top-up using your debit or credit card will be available 24/7 using either the new NT mobile app or the online web self-care. Alternatively visit Customer Care.
No, but you can change your plan at the end of each month to either give yourself more data and phone credit if you need it, or less if you find you are not using it.
No, but there will be an option to transfer money from your account to someone else so they can then buy their own data allowance.
Yes, the new billing system has a web self-care module so all customers will be able to self-manage many parts of their account online.
No, you don’t. There are multiple payment options available.
Yes, there is. You will be able to download the Selfcare App from the Google Play Store, the Apple Store or from a new NT website, which will be launched soon, and then follow the instructions on your screen.
No, the landline and ADSL service will appear on one bill. Your mobile service details will be available on the new Norfolk Telecom mobile app or the online web self-care.
It is unlikely that there will be an SMS-only plan.
No. This is normal practice in the industry internationally as well.
You can contact us using any of the following channels if you have any questions – we look forward to hearing from you: email us at customercare@nirc.gov.nf, call us on +6723 22244 or free call 0100 or visit us at the NIRC office at 9 New Cascade Road.