Basic Troubleshooting
Before you start please check our Network Status information page found here, to see if your service is affected by an outage.
If you are not affected by an outage, please follow the troubleshooting steps below.
Is your Home Phone connected correctly?
- A standard Home Phone setup is a corded or cordless telephone handset connected to a telephone wall socket in your home.
- Please check that all cables are in good working order.
- If you have an ADSL service make sure you have installed ADSL filters on all phone sockets in use.
Still not working?
Step 1 - Isolation Test
To do an Isolation Test; remove ALL devices connected to the
phone lines and phone sockets in the premises:
- All other handsets
- Fax Machines
- Answering Machines
- ADSL/Dial-Up Modems
- ADSL Filters
- Splitters
- Back to Base Alarm**
- Foxtel or any other set-top box
** remove only if it can be done safely
Once all devices are removed, connect 1 telephone handset to the phone socket and check for dial tone.
If using a cordless phone, please make sure that the batteries are fully charged.
Step 2 - Check all alternate phone sockets
If it doesn't work, check all other phone sockets in the premises. Connect a phone and check for a dial tone.
Tip: Remember to consider all socket locations such as a bungalow or a garage etc.
Let's be thorough and test all the sockets in your premises. Connect your telephone handset to another phone socket in the house and test for dial tone. Repeat this process for each telephone socket in your house.
Step 3 - Try an alternate phone cable
If it still doesn't work, check the phone cable. Get a working phone cable and test again.
Step 4 - Try an alternate handset
Your phone handset may have become faulty, if possible test an alternate handset to see if your phone has failed.
If you have done all of the troubleshooting above, and are still having an issue, please click here to create an online support request.