November 21st 2024.
Last month, the entire nation experienced a shutdown of the 3G network. This left many older and regional Australians feeling frustrated and inconvenienced when their devices suddenly stopped working. One such person is 83-year-old Barbara Baird, who lives in the bush near Meredith in Victoria. She admits that she's not a fan of conducting business over the phone, even in the best of times.
"I've lived without electricity for about 35 years, so I was quite content without a mobile phone. But a few years ago, one of my nieces was having a grandchild and she wanted to share photos with me. So I finally caved and bought a phone," Barbara shares.
Before the 3G shutdown, Barbara was warned by her provider, Telstra, that her phone would no longer work. Despite having access to the 4G network, she was told that her phone was not compatible. "It was really a pain in the you-know-what, to hear that on the 28th, my phone would be useless," she recalls.
Barbara was assured that she needed to buy a new phone, even though she could see the 4G logo on her old one. Feeling confused and overwhelmed, she turned to her local Neighbourhood House for help. This community center is managed by Leah Phillips, who was able to assist Barbara in understanding why her old phone would no longer function. With Leah's assistance, Barbara was able to set up her new phone.
According to Leah, she's seen at least six other residents in the same predicament as Barbara. They were all left frustrated and bewildered when their devices, including phones, iPads, and TV set-top boxes, suddenly stopped working. This is because the Australian Communications and Media Authority made the decision to block phones from the mobile network if they only used 4G for data, but not for calls.
In fact, some phones that are technically 4G compatible have been shut down because they cannot make calls to emergency services using the old 3G network. This has caused major concern among older Australians in rural towns, who are feeling left behind in this increasingly digital world.
Leah expresses her disappointment, saying, "It's disgusting, I have to say. If I wasn't sitting in this chair, a lot of my people would be disconnected and wouldn't have any access to anything." She believes that the 3G shutdown is having a significant impact on the older generation in her community.
The CEO of Neighbourhood Houses Victoria, Keir Patterson, agrees that the shutdown has caused major disruptions for many Australians. He states that many people are turning to community centers for help with their digital literacy as a result of the shutoff. "The local neighborhood center or neighborhood house is often the only place where you can find a human in this day and age," he says. "Our doors are always open, unlike contact centers where you have to navigate complex options and verify your identity just to speak to a person."
Before the shutoff occurred, the Telecommunications Ombudsman had warned that people who are not familiar with technology, the elderly, and those with disabilities would be severely impacted. The ACMA estimated that over 250,000 devices would be affected by the shutdown, and Neighbourhood Houses Victoria reports that three million Australians have been impacted in total. They are now advocating for federal government funding to support the community services sector.
Patterson believes that it's time for the government to recognize the crucial role that neighborhood centers play in connecting people digitally. "With 1000 centers around Australia, many of them in regional and remote communities, we are in a unique position to provide essential support. We just need the government's backing to make it happen," he says.
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