General News
11 May, 2026
Rural residents call for improved mobile coverage
IN an age where connectivity is essential for business, households and emergency response, unreliable telecommunications remain a major concern for residents in smaller rural townships. For communities such as Wickliffe, patchy service is a part of daily life.
Farmer and CFA Captain Duncan Giles said it was not unusual for his family to go outside just to make a phone call. “They would have known when they put the towers in that Wickliffe is between Glen Thompson and Lake Bolac and it's in a gully, they would have known that it wouldn’t have gotten coverage.”
And with many residents no longer owning landlines, Mr Giles said mobile coverage is spotty across the township. “I was talking to one of the men down there this morning and he said Optus works on the west end and Telstra works on the eastern end. So it's all really confusing on why Wickliffe is the way it is.”
He also noted an unusual trend during emergencies. “The interesting thing is, on bad days, fire days, we seem to get good coverage, That's more my observation.”
While Mr Giles said farmers often adapt, he stressed the broader risks for the community. “Being in the bush all your life, as I have been, you learn not to worry about that sort of stuff, but Wickliffe is worth worrying about. Just for everyday life, really. A couple of dementia affected people, there are people who may be sick. Farmers are a bit different, we are okay, we've got ways, but (township residents) do not, and they've got worse communication than us.”
His wife Anna said the lack of service was difficult to justify. “People out here running multi-million-dollar businesses. We're all paying taxes, but we don't have access to those services. It's not like we're in the Outback. I just don't understand.”
With limited options, some residents have turned to alternatives such as satellite services like Starlink to compensate. “Not everyone has money to get boosters. You shouldn't have to pay more than someone in the city,” Ms Giles said. “Every township should have access to decent mobile phone coverage.”
Nearby Warrak faces similar issues, with residents often unable to make calls away from home internet connections.
Local Daniel Buckingham said the situation was concerning, “The worst spot in Warrak is in the township itself,” he said. “Since 5G started, my personal option is it's worse than 3G, it hasn't improved.”
When calling Telstra to enquire about solutions he was met with less than impressive solutions, “I had a conversation with Telstra about improving the service if it's possible and they said to me I had to get a booster for the house, and I said ‘Well that no good to me when I drive around the property or drive around town.’”
Mr Buckingham said the cost of suggested solutions was excessive, with close to $8000 required for both boosters.
After more than 20 years with the same provider, he said he was considering switching. “To be brutally honest I've been with Telstra for 20 plus years and at this stage I'm actually thinking of changing, because I've had enough. Why should I pay the exact same monthly plan as someone in the city, and I only get half the service? It’s like going to McDonalds and ordering a Happy Meal and missing a burger.”
He also raised concerns about emergency call reliability. “Last year three times on a triple 000 call for an emergency, it’s dropped out.”
He said on another triple zero call he was told he was difficult to understand due to poor reception.
Mr Buckingham said greater transparency from providers was needed, in relation to their realistic capabilities. “If the provider sits there and says, ‘Well that's a poor coverage area you better go with Optus or Vodafone, because the thing is Telstra shouldn't be selling it to people because it’s actually dangerous, its unreliable,” he said “They need to identify the areas, those black spots.”
Telstra Regional Engagement Manager Marcus Swinburne said the company acknowledged the challenges and was continuing to invest in regional coverage. “Telstra continues to invest in improving coverage, with a pipeline of upgrades planned across the network, particularly in regional areas,” he said.
“We know there’s more to do, and we’re working closely with government and industry on opportunities to extend coverage in communities like Wickliffe and Warrak. At the same time, new coverage map standards will present additional challenges in how coverage is communicated, and we’re actively considering our options as these changes are implemented.”
Mr Swinburne said residents should plan ahead for emergency situations. “Staying connected during emergencies is critical, which is why we encourage people in regional communities like Wickliffe and Warrak to plan ahead and have more than one way to stay in touch if conditions change.”
He said Wi-Fi calling and satellite-based messaging could help in low coverage areas, while noting mobile performance can vary depending on terrain, distance from towers and environmental conditions. “For customers with compatible devices, satellite‑based text messaging can provide an additional layer of resilience. While this service can’t currently be used to contact emergency services, it can still play an important role in staying connected during an incident. Having multiple connectivity options helps ensure people can stay connected when it matters most” he said. “Mobile services are only one part of the connectivity ecosystem.”
Encouraging effected customers reach out to their providers for solutions, “We recognise the challenges some residents continue to face and encourage customers to contact us directly so we can work with them to understand their situation and explore the best available connectivity options for their needs.”