Telstra DOT (Digital Office Technology): What It Is, Why It's Being Shut Down, and How to Replace It

What it costs compared to what you are paying now

A lot of business owners assume switching to a modern phone system will cost more, or that the technology will be complicated to manage. Neither is true. Here is what a typical five-person business pays on Telstra DOT versus a modern phone system from an independent Australian provider.

The cost is broadly similar. What you get for that money is not. On DOT you have a basic phone line managed entirely by Telstra. On a modern system your staff can answer business calls on their mobile, you can record calls, set up after-hours messages, and change your own settings without calling anyone. And you are on a platform that is not being switched off in 2027.

You are going to have to switch regardless. The question is whether you do it on your own terms now, or under pressure as the deadline gets closer. Businesses that move early get faster, smoother migrations.

Telstra DOT (Digital Office Technology) is a bundled small business phone and broadband product that Telstra stopped selling on 30 September 2025 and will permanently shut down on 30 August 2027. If your business is still on DOT, you are on a platform with a confirmed end date and no path to renewal. This guide covers what DOT actually is (and is not), the genuine pros and cons from businesses that have lived with it, the migration traps to avoid, and the three main options for replacing it. There is no early termination charge for leaving during the retirement period. All prices are in AUD including GST.

What Is Telstra DOT?

DOT is a closed, Telstra-managed hosted voice service bundled with fixed broadband. One bill, one support number, one piece of hardware, Telstra handled provisioning, maintenance, and support. Calls run over your broadband connection as VoIP, not over the old copper PSTN network.

It is not a standard SIP trunk. It is not a self-service cloud phone system. You cannot configure it like a regular VoIP service, connect a third-party phone system on top of it, or provision anything yourself. Want to add a line? Call Telstra. Want to change your call routing? Use CallConductor, Telstra's web and tablet app, or call Telstra.

The hardware is a rebranded Netgear router (the Telstra Business Gateway) that applies QoS to prioritise voice traffic over internet traffic on the same connection. You must use this device, substituting your own router is not supported. IP phones come provisioned through Telstra's platform and will not work on another provider's infrastructure.

DOT supports up to 9 lines at one site. On-net calls between DOT phones on the same account are free. The call management app (CallConductor) handles business hours and after-hours profiles, hunt groups, voicemail, and an optional Virtual Receptionist ($10/month extra) for basic IVR menus.

It was aimed at very small businesses with no IT support that wanted phones and internet from one vendor without any technical involvement. That was its entire value proposition.

If you are not sure what you are moving to, the short version is: a cloud phone system runs over your NBN connection, costs less per seat than DOT, and gives staff a softphone app to take calls on their mobile or laptop. Our guide to how a cloud phone system differs from a traditional office phone setup covers the full comparison, including what features you gain and what the setup process looks like.

The Hard Deadlines

Stop-sell: 30 September 2025, already passed. No new DOT services can be signed, changed, or recontracted from this date. You cannot add new lines, move your service to a new address, or renew an expiring contract.

Service retirement: 30 August 2027. DOT will permanently cease to operate for all remaining customers on this date. There are no extensions.

No early termination charge during the migration period. Telstra has confirmed you can cancel at any time without paying an ETC while the retirement is in progress.

One additional trap: if you are considering Telstra Calling for Office 365 (TCO365) as a short-term fix, do not. TCO365 has its own stop-sell date of 30 August 2026 and will be fully withdrawn on 30 November 2026. Moving from DOT to TCO365 would require a second migration within months.

Where DOT Was Genuinely Useful

Single-vendor simplicity. One bill for internet and phones. One number to call when something breaks. For a business owner who has no IT support and no interest in managing a phone system, this has genuine value. Telstra handled provisioning, QoS, and hardware replacement.

Managed QoS. The Business Gateway prioritises voice over data traffic on the broadband connection. This is more useful than it sounds, a DIY VoIP setup on an unmanaged connection often degrades call quality under load, and DOT handled this automatically without any configuration.

No IT expertise required. Hardware arrived pre-configured. No SIP credentials, no firewall rules, no codec settings. Telstra managed it all.

Who it genuinely suited: A 1 to 5 person business, within close proximity to their telephone exchange, with no IT support, strong preference for one vendor, and no need for any feature beyond basic call routing and voicemail. That was a real use case in 2013. It became a progressively smaller one as NBN changed the broadband landscape and as independent cloud phone system platforms improved dramatically on both price and features.

All of those were genuine reasons DOT existed. None of them are reasons to stay past August 2027. The simplicity came from Telstra handling everything. What Telstra is not handling is your migration. That falls on you to start before the queues get long.

The Persistent Problems

On ADSL, it often did not work well. Before NBN, DOT ran over ADSL. Any site more than a few kilometres from its telephone exchange typically delivered under 15Mbps, not enough to run reliable VoIP and internet at the same time. Independent IT consultants consistently assessed DOT as viable for only a narrow slice of Australian businesses. Telstra sales reps sold it with, in the words of one well-documented IT provider assessment, "little regard to whether or not it will work for this particular customer."

Hardware firmware bugs on the NBN version. The Business Gateway had significant reliability problems. Configuration settings would not save. Some businesses went through three router replacements before getting one that worked reliably. One Telstra engineer acknowledged, in a conversation documented by an IT provider, that faults may have affected as many as one-third of the entire DOT customer base.

If internet goes down, phones go down. DOT has no PSTN fallback and no mobile failover. A broadband outage takes out your entire phone system. If business-critical uptime is a concern, our guide to when VoIP is not the right choice covers the scenarios where you need additional failover planning. For a business that takes calls as its primary customer touchpoint, this is a significant operational risk.

Support quality. Telstra's support staff were repeatedly described in public forums as having limited understanding of DOT's own features and functions. One business documented 8 months without a working landline despite repeated support calls. Another experienced 6 days of complete phone outage during a number migration that should have been straightforward. Broken documentation links, incorrect escalation paths, and repeated callback failures are consistent themes across customer accounts.

Vendor lock-in by design. You cannot use your own router. You cannot self-provision. You cannot connect a third-party PBX. Every change requires Telstra's involvement. Customers described the product as a "lock in hostage", and they were not wrong. The 24-month minimum contract with ETCs up to $2,340 meant that once you were in, leaving cost real money.

No modern features. No softphone app. No mobile integration. No CRM connection. No call recording. No unified communications. No video. DOT is basic call routing and voicemail, designed in 2012, at a price point that by 2022 was significantly more expensive than independent cloud phone system companies offering far more capable systems. The Core L plan all-in minimum cost works out to approximately $180/month over a 24-month contract, roughly two to three times what equivalent functionality costs from an independent provider today.

Common Mistakes When Leaving DOT

Migrating to Telstra Calling for Office 365 as a short-term fix. TCO365 has its own retirement dates (stop-sell August 2026, full withdrawal November 2026). Businesses that move from DOT to TCO365 will need to migrate again within months. Do not do this.

Trying to port only your main number. DOT bundles multiple numbers on the one service. You must specify all numbers associated with your account when initiating the port. Missing any of them causes the port to fail or leaves numbers stranded on Telstra's platform. Our guide to porting your number from Telstra to a VoIP provider explains what account information you need and how to prepare before initiating the port.

Waiting until mid-2027. August 2027 will be a significant crunch. Telstra is retiring multiple legacy voice products simultaneously. Porting queues, provisioning delays, and support backlogs will be substantially worse in the final months. Businesses that move 12 to 18 months before the deadline get faster, smoother migrations. Our VoIP cutover checklist covers every step from choosing a provider through to go-live.

Assuming DOT phones can move to a new provider. DOT IP phones are provisioned to Telstra's platform. They will not re-provision to an independent phone line provider without significant effort, and in most cases the hardware is not worth the attempt. Budget for new handsets or a softphone-only approach from day one of planning.

Switching to Telstra Business SIP as an interim step. Telstra Business SIP also has a stop-sell date (30 May 2025, already passed). There is no Telstra product at the DOT tier you can migrate to as a permanent solution. Telstra is exiting the managed small business voice segment.

Your Three Migration Options

Option 1: Independent Australian cloud phone system company (Recommended for Most Businesses)

A cloud phone system or cloud PBX from an independent provider will cost less, offer significantly more features, and give you back control of your own phone system. This is the right answer for most businesses leaving DOT.

What this involves: port your existing numbers (4 to 6 weeks with Telstra as the donor carrier, start early), replace DOT phones with SIP-compatible handsets or softphone apps, and configure your call routing through the new provider's portal. Providers operating in this space include Maxotel, SIPcity, MyNetFone, Crazytel, Aussie Broadband Business Voice, and VoIPline. A 3 to 5 line equivalent setup typically runs $60 to $120 per month, substantially below the $180/month DOT minimum, with features DOT never supported: mobile app, softphone, call recording, CRM integration, and self-service routing changes.

For a comparison of what to look for and which Australian providers suit different business sizes, see our guide to the best VOIP phone system for small business in Australia. For a deeper look at what hosted PBX includes and how to evaluate providers, see our hosted PBX guide for small business. If you are not sure which type of system suits your situation, our checklist for choosing a business phone system covers the key questions.

Option 2: Microsoft Teams Phone

If your business already runs on Microsoft 365, Teams Phone is worth evaluating. Our guide to Microsoft Teams Phone for Australian businesses covers the setup options, calling plan costs, and what it takes to run Teams as your main business phone. You add PSTN calling via a calling plan or Direct Routing from a provider (Telstra, Vocus, Symbio, IntelliPage, and others offer this in Australia), and Teams becomes your business phone system, calls, meetings, and messaging in one place.

This suits businesses where staff are already in Teams all day and desk phones are not a priority. It is less suitable for businesses that rely heavily on traditional handsets, need a simple IVR/receptionist setup without an IT team to configure it, or have staff who are not Microsoft 365 users. For businesses where staff want to take calls on their personal mobile rather than a desk phone, our guide to using your mobile as a business phone covers what that looks like in practice.

Option 3: Telstra Business Cloud PBX (Staying With Telstra)

Telstra does offer a cloud PBX product, though they have not designated it the official DOT replacement, their own support page tells customers to "explore suitable replacements" rather than pointing to a specific successor. If staying with one carrier for both broadband and voice is important to your business, this is the Telstra option.

The trade-off: Telstra's pricing at the small business tier remains at a significant premium over independent providers, and their support quality for small business voice products has historically been the source of the same complaints DOT customers experienced. You are not guaranteed a better experience by staying, just a more familiar vendor name on the invoice.

For a broader view of how VOIP compares to traditional managed services like DOT, see our guide to VOIP vs traditional phone in Australia.

What Telstra Recommends, and What to Consider Instead

Telstra's recommended migration path for DOT customers is typically their own Telstra Business Phone System product, a hosted cloud PBX that runs on Telstra's network infrastructure, marketed directly to existing Telstra business customers. It is a functional product, but it is priced at a premium relative to the independent Australian cloud phone system market.

Independent Australian cloud phone system companies (Maxotel, SIPcity, VoIPline, Crazytel, Aussie Broadband Business Voice) typically offer equivalent or superior features at $20 to $45 per seat per month, compared to Telstra Business Phone System pricing that can run $50 to $80 per seat per month depending on the bundle. The number porting rules in Australia mean you are never obligated to stay with your current provider: your business number belongs to you and can be transferred to any licensed carrier.

Before accepting Telstra's recommended replacement, get quotes from at least two independent providers. Use our guide to the best VOIP phone systems for small business in Australia as a starting point, and our VOIP vs traditional phone comparison to understand what you will gain in features versus what you had on DOT.

TCO365 and Telstra Business SIP: Also Retiring

Telstra DOT is not the only Telstra voice product being retired. TCO365 (Telstra Collaboration Office 365), Telstra's bundle of Microsoft 365 with Direct Routing for Teams Phone, is also being wound down. The Teams Direct Routing component retires in August 2026, and the broader TCO365 service in November 2026. Businesses on TCO365 who want to continue using Teams Phone for calling will need to source a Direct Routing provider independently (companies like Telarus, Macquarie Telecom, or a certified Microsoft Operator Connect carrier).

Telstra Business SIP, Telstra's enterprise SIP trunking product, is also at end-of-life. The specific retirement timeline has been communicated directly to affected customers, but new services are no longer being sold. Businesses on Telstra Business SIP connecting to an on-premise PBX should plan to move to an independent phone line provider when their existing service is retired.

What Does Telstra Digital Office Technology Cost?

Telstra Digital Office Technology plans run $30-55 per user per month depending on features and commitment term (inc. GST). This is at the higher end of the Australian cloud phone market. Comparable cloud systems from independent AU providers run $20-35 per user per month with similar features. For a plain-English breakdown of what each price tier includes, see our guide to how much a business phone system costs in Australia. The main cost difference is the Telstra brand premium and the convenience of a single provider for internet and phone. Number porting from a non-Telstra service may incur a one-off fee. Handsets are purchased separately at standard retail prices.

For a direct comparison of what a five-person business pays on DOT versus a modern system, see the cost breakdown at the top of this page. The total monthly cost is broadly similar. The difference is in what you get and whether the platform is still running in 2028.

What happens if I do not migrate off Telstra DOT before August 2027?

Telstra has stated the DOT service will be retired on 30 August 2027. After that date, the service will cease functioning. You will lose your business phone service entirely if you have not migrated. Telstra will contact DOT customers ahead of the retirement date, but waiting until you receive a notice letter is a poor migration strategy, number porting and new system setup takes time, and doing it under deadline pressure increases the risk of errors. Plan your migration at least 3-6 months before the shutdown date.

Can I keep my existing phone number when leaving Telstra DOT?

Yes. Your DOT phone number is a standard geographic or 1300 number that can be ported to any new provider. The porting process follows the same rules as any other number port in Australia: Category A (simple geographic number) typically takes 5-10 business days; 1300 numbers take longer. Initiate the port only after your new system is fully configured and tested, do not port while you are still setting up the replacement.

What is happening to TCO365 and Telstra Business SIP?

TCO365 (Telstra Collaboration Office 365) is also being retired: the Teams Direct Routing component by August 2026, and the broader TCO365 service by November 2026. Telstra Business SIP is also at end-of-life. Telstra is effectively exiting the hosted voice and bundled office communications market for SMBs. Businesses on any of these products need to plan independent replacements, hosted cloud PBX, Microsoft Teams Phone via a third-party carrier, or a comparable alternative.

What does Telstra recommend as a replacement for DOT?

Telstra's own replacement recommendation is typically Telstra Business Phone System (a rebranded cloud PBX product) or migration to Microsoft Teams Phone. Neither requires you to stay with Telstra, the number porting rules mean you can take your number to any Australian business phone company. Telstra's recommended replacement may not be the most cost-effective option for your business size and usage profile. Get independent quotes before committing to Telstra's suggested path.

What happened to the CallConductor app?

CallConductor was the companion app for Telstra DOT that enabled features like call management from a desktop interface. With DOT being retired, CallConductor will cease to function. Staff who relied on CallConductor for softphone access, presence visibility, or click-to-dial functionality will need equivalent features from their replacement platform. Most hosted cloud phone system companies include a softphone app at no additional cost.

Is Telstra DOT the same as Telstra ISDN?

No, they are different products. ISDN (Integrated Services Digital Network) was a separate Telstra product that has also been shut down, Telstra ceased selling new ISDN services in 2018 and has been retiring existing services progressively since. DOT (Digital Office Technology) was a later bundled product that combined hosted voice (on a VOIP/SIP platform) with broadband and the Netgear Business Gateway hardware. Both are end-of-life, but for different reasons and on different timelines.

How long does it take to migrate from Telstra DOT to a new system?

A straightforward migration for a small business (2-10 staff) typically takes 2-4 weeks from provider selection to go-live: 3-5 days to set up and configure the new system, 5-10 business days for number porting, and a brief parallel running period to confirm everything works before cutting over. More complex migrations (multiple sites, 1300 numbers, PBX integrations) take longer. Start the process at least 2 months before any deadline to allow for complications.

Your Next Steps

1. Get your account inventory. Log in to My Telstra or call 13 2000. Ask for your DOT contract details and a full list of all numbers on the account. You need both before you can initiate a port.

2. Choose a replacement. For most small businesses, an independent Australian cloud phone system company is the right call on cost and features. Our guide to the best VOIP phone system for small business in Australia compares the main options with pricing and feature breakdowns. If you are not sure which type of system suits your setup, our checklist for choosing a business phone system in Australia covers the key questions to work through before you compare providers.

3. Start your port early. Telstra-to-new-provider ports take 4 to 6 weeks. Initiate at least 6 to 8 weeks before your planned cutover. Our number porting timeline guide explains what happens at each stage and where delays commonly occur. Build extra buffer if you have multiple numbers or a 13/1300/1800 number in the mix.

4. Plan your hardware before you port. Decide whether you are going with new SIP desk phones, softphone apps, or a combination. Our guide to desk phones versus softphones for business covers the trade-offs, and our IP phone setup guide walks through provisioning. Have hardware on-site and configured before porting begins, not after.

5. Consider a parallel run. Set up on the new provider with a temporary number first. Test call quality, routing, and voicemail thoroughly before porting your main business number across. Our guide to setting up business phones on the NBN covers the full configuration sequence including voicemail, ring groups, and after-hours routing. This eliminates the risk of ending up with no working phones during the cutover window.

Every DOT replacement is different depending on how many lines you're running, what features you use, and whether you want to keep your existing handsets. Tell us your current DOT setup and we'll give you a specific migration recommendation. We reply personally. Not a bot, not a form letter.