Urgent lift phone upgrade
Urgent Notification – Lift Phone Update
This is an important notice to advise you of an unforeseen compatibility issue with your Lift Emergency Telephone line and the 4G network, arising from telecommunication providers changing the operation system of their service.
From 28th October 2024, your lift telephone will no longer be able to make calls on the 4G network due to recently added requirements in Telstra’s network upgrade.
What’s the issue?
Telstra have added in the requirement for voice calls on 4G to be on a VoLTE-capable device with 700 MHz (Band 28).
This is a new requirement that was unknown both to Shotton Lifts and our GSM supplier, as the announcement for the change has only been received within the last 14 days and therefore could not be addressed until now with you.
Due to this unforeseen change in requirements, the GSM unit that connects your lift phone to the service provider, will become incompatible with their network, which will mean that no calls of any kind (including ‘000’ calls) will be able to be made through the Lift Emergency Telephone line.
Previously, Shotton Lifts has undertaken action to upgrade our GSM units from the older 3G, to the newer 4G capable units for many of our customers. Unfortunately, the latest changes in the network rollout from Telstra and other service providers, has altered the operational compatibility of all existing 4G GSM units. This new requirement is in addition to and goes beyond what the original 4G obligation entailed, and therefore any previous upgrades that were completed, are no longer suitable under the newly changed network structures.
Who’s affected?
All residential lifts installed by Shotton Lifts will require either a hardware or firmware upgrade. Models include Banksia and Balmoral lifts.
All Melba 12 and platform lifts in commercial settings installed by Shotton Lifts will require either a hardware or firmware upgrade.
Please note that the Alpine lift models will not be affected.
What do I need to do?
Call our service department to book a visit with a Shotton Lifts technician as soon as possible to perform the necessary firmware or hardware upgrade. Please contact us on 03 8725 1025 or via email at liftphones@shottonlifts.com.au.
Please note that charges will apply.
How quickly will this issue be resolved?
We are working closely with our suppliers to ensure that those customers affected are attended to in the most efficient and effective way possible.
Please advise us if the GSM network issue will impact upon the operations within a business or if you require your lift for mobility access purposes, and we will do our best to prioritise you accordingly.
Where can I get more information?
For additional information on this GSM network issue, please click on the below links to visit the either Telstra or Optus websites or feel free to call our service department on 03 8725 1025 for more information.
https://www.telstra.com.au/support/mobiles-devices/3g-closure
https://www.optus.com.au/support/mobiles-tablets-wearables/important-changes-3g
Other links to news articles
https://www.theguardian.com/technology/article/2024/aug/14/australia-3g-network-shutdown-delay-october
https://www.sbs.com.au/news/article/telstra-and-optus-delay-3g-shutdown-as-concerns-over-emergency-calls-remain/9mucsp96t
https://www.infrastructure.gov.au/media-communications-arts/phone/mobile-services-and-coverage/3g-network-switch
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