Triple zero (000) on NBN — what changes and what to do

Why this happens

• Internet-based home phones need both mains power and a working internet connection to make any call, including triple zero. The old copper phone network powered your handset directly from the exchange; NBN doesn't.
• When you call 000 from an internet-based home phone, your street address may not be automatically sent to the emergency operator — unlike a copper landline, which had your address permanently linked to the physical line.
• If the power goes out, your router and NBN connection box stop working — and so does your internet-based home phone, often within seconds.
• If your internet connection drops for any reason — outage, fault, or equipment failure — 000 calls from an internet-based phone will not connect, even if the power is on.

How to fix it — step by step

1. 1. Find out whether your home phone runs over the internet

   If your phone plugs into your router or a small adaptor box — rather than directly into a wall phone socket — it's running over the internet. If you moved to NBN and kept your home phone number, it was almost certainly transferred to an internet-based service as part of that process. If you're not sure, ask your phone provider: "Is my home phone a VoIP service?"

2. 2. Always say your address first when calling 000

   Emergency operators may not automatically see your location when you call from an internet-based phone. Don't wait to be asked — say your full street address clearly as the very first thing when the call connects: house number, street name, suburb, and state. In an emergency those seconds matter. Practise it until it's automatic.

3. 3. Keep a charged mobile phone — the most reliable path to 000

   A mobile phone works independently of your home internet and power supply — during power cuts, internet faults, and equipment failures. Keep at least one mobile charged in your household at all times. If you live alone or have limited mobility, keep it within reach. In Australia you can call 000 from a mobile even with no credit, and even if the SIM is locked to another network.

4. 4. Add battery backup to your home networking equipment

   A UPS (uninterruptible power supply — a battery pack with mains sockets) keeps your router and NBN connection box running during short power outages, giving your internet-based phone a window to make calls. A basic unit costs $80–$150 and can run typical home networking gear for 30–60 minutes. If your NBN uses fibre directly to your premises, the white connection box may also have a battery backup port — check with your ISP whether a battery is fitted and active.

5. 5. If someone in your household has medical needs, tell your ISP

   If you or a household member relies on phone access for medical monitoring, emergency response services, or has a condition where telephone contact is critical, tell your ISP. Providers can flag your account for priority handling during faults and outages. Under Australian telecommunications rules, customers with special communication needs are entitled to additional protections — ask your ISP to register you as a priority assistance customer.