Help & Troubleshooting

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.
HP1

 

  • If you have an ADSL service make sure you have installed ADSL filters on all phone sockets in use.
HP2

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.

HP3

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.

HP4

 

 

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.

HP5

 

If you have done all of the troubleshooting above, and are still having an issue, please click here to create an online support request.

 

 

My nbn™ home phone is not working

 

Basic troubleshooting

If you are having difficulties with your nbn™ home phone such as No Dial Tone or Line Noise, follow the troubleshooting steps below:

 

Before you start:

  • Power cycle your hardware, this can fix basic connection issues.
  • Check your Account Balance. If it is overdue, your service may be restricted.
  • Check the Network Status to see if there are any outages or known issues with our network in your area.

 

Step 1. Check your modem

  • If VoIP services are active, the VoIP light on the front of the modem should be lit green.
VoIP-Light HP

 

 

 

 

  • Ensure that your modem cables are connected securely and that the phone cable is connected to the "Phone1" port at the rear of the modem.

PH1

 

 

 

Step 2. Check your phone

  • Remove your phone from the "Phone1" port and connect it to the "Phone2" port.
HP2
  • Try another phone If you have one available.
  • Replace the phone cable.

 

 

 

Step 3. Modem reset

  1. At the rear of modem is the reset button.
  2. Push and hold the reset button for 30 seconds ONLY.
  3. The modem will reset and auto-configure
  4. Wait 5 minutes then test the phone.
Modem_Reset

 

 

If you are still experiencing nbn™ home phone issues, please click here to create an online support request.

Raising a fault

If you are experiencing difficulties with your Home Phone service, you can try to fix your issue by following our Basic Troubleshooting steps.

If these steps do not restore your service, please click here to create an online support request.

Should the representative be unable to restore your service, we will then raise a fault with our supplier.

So, you’ve spoken to technical support, and we have raised a service fault.

 

What happens next?

  • We’ll check things on our end, and see if the issue can be fixed remotely, without having to send a technician out .

  • Our faults team will investigate your case and work to resolve your fault as quickly as possible.

  • If required, we will work with any third-party suppliers to determine the best way to resolve the issue.

 

Then what?

  • We’ll send you an update via SMS within 24 hours of raising a service fault, where we will either confirm the technician’s appointment, or advise you of the next steps needed to resolve your fault.

 

Will you call me?

  • We are able to fix most faults remotely and will keep you updated via SMS. However, if the issue is a complex, we may call you to discuss further.

  • If we have organized a technician, they may call you to ensure you are home, and that there are no on-site risks.

Can Dodo install a socket or extension?

 

Unfortunately, Dodo is unable to install additional sockets or alter the internal wiring at your premises in any way.

If you require additional sockets or cabling inside your home, you will need to arrange a certified private technician to carry out any internal work.

Do you fix physical connections such as broken phone sockets?

 

Regrettably, Dodo is unable to perform maintenance to internal wiring.

If you have problems with your internal wiring, you will need to arrange a certified private technician to carry out any internal work at your premises.

Life threatening calls

If you are receiving calls threatening you, a family member or your property, immediately contact the Police on 000.

 

Unwanted marketing or sales calls

If you are receiving unwanted sales and marketing calls, you can register your number on the National Do Not Call Register.

More information about the National Do Not Call Register can be found on their website.

 

Nuisance calls

If you are receiving nuisance calls that are not life threatening, you may decide to change your service number.

 

Scam calls

Never give an unknown caller any personal or financial information. If you have received a scam or phishing call and you’ve disclosed any financial information on the call, we suggest that you contact your financial institution.