It is increasingly challenging to get an ordinary copper-based landline through providers. This can be a major problem if your internet is poor (eg a slow ADSL connection). Voice quality may be very poor with some of the new landline alternatives.
If you are considering changing providers, your provider is offering to “upgrade” your phone, or you already have problems with the sound quality of your phone, then read on.
To check whether you are still on a copper based landline:
- Does voice sometimes break up (like a mobile phone in poor coverage)?
- If you perform a speedtest (eg speedtest.net) does the voice breakup?
- Is your phone plugged into the splitter or the modem ? (splitter is right answer- see picture below)
- Ask your provider
If you switch providers they may only have poor quality internet based landlines which do not work well on poor performing internet. Be wary of bundled power, phone & internet deals. They often use a new type of landline that relies on good internet. Some providers will offer a discount if you move to this new type of phone line. This is because it is cheaper for them to provide.
To be sure you do not end up with an poor quality internet based landline you can ask a provider the following questions:
- Do I plug my ordinary phone into the splitter or the modem ? (splitter is right answer)
- Will my phone line work during a power cut? (it should)
- Is it the landline “baseband” ? (“baseband” , “baseband PCM”, or the more modern “IP baseband” is the answer you want).
- Is it “VoIP over DSL”? (This won’t work well if your internet is poor)
Some providers may still be able to provide a good quality landland line (“baseband”, “baseband PCM” or “Bandband IP”) if specifically requested:
- 2Degrees
- Myfullflavour
- NOWNZ
- Slingshot
- Spark
Your rights as a consumer
Most providers have signed up to the Emergency Voice Calling Services Code. This sets out minimum voice quality standards.
Spark have additional regulatory obligations under the TSO . Therefore moving to Spark may be the best option for some people.
“Principle 3 – The line rental for local residential telephone service for Telecom residential customers in rural areas will be no higher than the standard residential rental and Telecom {now Spark} will continue to make local residential telephone service as widely available as it was at 20 December 2001. “
If your provider is unable to help then consider Telecommunications Dispute Resolution (TDR). It is a free service to help consumers manage complaints.
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