The Big Change Coming to Your Home Phone
If you have a home phone service with Skymesh, please read this important announcement.
Our upstream provider’s traditional telephone network is shutting down on 1st November 2025. This nationwide change affects all home phone services currently running on the Public Switched Telephone Network (PSTN).
As your service provider, we’re committed to making this transition as smooth as possible for you. We’ve developed a comprehensive migration plan to ensure you keep your phone number and experience minimal disruption to your service.
What This Means for You
Over the coming months, we’ll be helping you migrate your home phone service to a modern Voice over Internet Protocol (VoIP) solution. Here’s what you need to know:
✅ Your phone number will stay exactly the same
✅ Your monthly bill will not change
✅ All your current calling features will continue to work
✅ You’ll gain access to new enhanced features
⚠️ You may need updated equipment to continue using your home phone
⚠️ Action is required before 1st November 2025
Why is this migration happening?
The traditional Public Switched Telephone Network (PSTN) is being permanently shut down across Australia by our wholesale provider as part of a nationwide telecommunications upgrade. This is happening because:
- The PSTN technology is outdated and has been in service since the 1950s
- The equipment supporting this network is increasingly difficult to maintain and repair
- Modern VoIP (Voice over Internet Protocol) technology offers better reliability, quality, and features
- The network operators are consolidating services to improve efficiency and reduce environmental impact
Your Migration Timeline
Over the coming months, you’ll receive a series of communications from us guiding you through the migration process:
- Initial Notification (This month): Information about the change and what to expect
- Equipment Selection (2 months before migration): Choose the right hardware option for your needs
- Equipment Delivery (4-6 weeks before migration): Receive your new router or adapter device
- Migration Scheduling (2-3 weeks before migration): Confirm your service transfer date and time
- Migration Day (Your scheduled date): Connect your new equipment with our guidance
- Post-Migration Support (After migration complete): Set up additional features and confirm everything is working
The Benefits of Your New Phone Service
While this change is mandatory, it comes with several advantages:
- Better Call Quality: VoIP technology often provides clearer, more reliable calls than traditional landlines.
- Enhanced Features: Gain access to advanced features like voicemail-to-email, call filtering, and web-based management.
- Future-Proof Technology: Your new service uses modern technology that will be supported for many years to come.
- Potential for Savings: VoIP services typically offer better rates for international calling and premium features.
Next Steps
- Watch for our communications – You’ll receive an email and letter in the coming weeks with more details
- Consider your equipment needs – Think about which option might work best for your situation
- Respond promptly when you receive your equipment selection notification
- Mark your calendar for 1st November 2025 – the final migration deadline
We understand that technology changes can sometimes feel overwhelming. That’s why we’ve assembled a dedicated migration support team to help you through every step of this process.
Our goal is to ensure your phone service continues without interruption, and that you’re fully comfortable with your new equipment and service.
If you have any questions or concerns about this change, please don’t hesitate to contact us at 1300 759 637 or [email protected]
Have Questions?
Frequently Asked Questions
Will my phone number change?
No, your phone number will remain exactly the same.
We will transfer (“port”) your existing phone number to the new VoIP service with no changes. You will keep:
- Your full 10-digit phone number
- Any special number arrangements (like silent numbers)
- The ability to receive and make calls as you do today
This number portability is protected by telecommunications regulations, ensuring you maintain ownership of your phone number through this transition.
Will my monthly bill change?
No, your monthly service charges for your phone service will not change as a result of this migration.
- Your monthly plan rate will remain the same
- Your included call allowances will remain the same
- Any additional features you currently pay for will continue at the same price
The only potential one-time cost is for new equipment if needed (router or ATA device). We are offering special migration pricing on this equipment to minimise the impact on our customers. Long-term, you may actually save money as VoIP calling often provides better value for international calls and additional features that previously carried extra charges
What equipment do I need?
The equipment you need depends on your current setup and preferences:
Option 1: VoIP-Compatible Router (Recommended)
• A new router with built-in VoIP capabilities
• Your existing phones will connect directly to this router
• Provides the best call quality and reliability
• We’re offering the Netcomm NF20Mesh at a special migration price of $170.00
Option 2: ATA (Analogue Telephone Adapter)
• A small device that connects to your existing router
• Your current phones plug into this adapter
• Works with your existing internet connection
• Available for a one-time cost of $70.00
Option 3: Call Forwarding ( Comm’s 2 / Call Operations Team)
• No new equipment needed
• All calls to your home number are forwarded to your mobile
• Note: You won’t be able to make outgoing calls from your landline number
Our migration team will help you select the best option based on your specific needs, current equipment, and how you use your phone service.
How long will my service be interrupted?
We aim to keep service interruptions as short as possible, but because a large number of numbers are being migrated at once, some customers may be without phone service for a few hours or, in some cases, longer if equipment needs reconfiguration.
Here’s what to expect:
- We’ll notify you before starting the number porting process.
- There may be a period where your phone service is unavailable. The length of the outage will vary depending on your setup and whether any reconfiguration is needed.
- Once your equipment is connected following our instructions, your service will be restored.
Migrations are scheduled during business hours, so our full support team is available to help quickly. If your phone is used for medical alerts or emergency services, please let our migration team know so we can take extra precautions to reduce any disruption.
What if I miss my migration date?
You don’t need to take any action – our team will manage the migration for you. Each customer will be assigned a migration date, and there’s no need to reschedule or select a date yourself.
All migrations will be completed before 1st November 2025, after which the old network will be decommissioned and service cannot be guaranteed. If you rely on your phone for medical alerts or emergency services, please let our team know so we can take extra precautions during your migration.
Will my special features still work?
Yes, all your current calling features (like silent number, call forwarding, etc.) will continue to work after migration.
The following features will be automatically transferred to your new service:
- Silent number arrangements
- Call waiting
- Call forwarding
- Caller ID display
- Three-way calling
- Speed dial settings
In fact, the new VoIP service offers enhanced versions of many features, plus new options like:
- Voicemail to email conversion
- Advanced call filtering
- Web-based call management
- Mobile app integration
Once your migration is complete, you can access and customize these features through your online Skymesh account or by calling our support team.
What happens if I do nothing?
If no action is taken before 1st November 2025, your phone service will stop working and your number may be lost.
The consequences of inaction include:
- You will be unable to make or receive calls.
- Emergency services (000) will be unreachable from your home phone.
- Your phone number will be released back into the number pool.
You will not be charged for your service after 1st November if the migration is not completed.
We strongly encourage you to respond to our communications and complete the migration before the deadline to avoid losing your number and experiencing service disruption.
Who can I contact with questions?
Our dedicated migration support team is available through multiple channels:
Phone Support:
- Migration Hotline: 1300 662 331
- Hours: Monday-Friday 9am-5pm AEST
Email Support:
- Migration Team: [email protected]
Online Support:
- Live Chat: Available on every page of our website www.skymesh.com.au
If you have concerns about how this migration may affect medical alert systems, emergency call buttons, or other critical services, please contact the provider of your medical alert or emergency service immediately for specialised assistance.
Download the My Skymesh app
You can now manage your account, track your data usage, and talk to our support team right from your phone. Download our app today which is available for both iOS and Android.
