Troubleshooting Fibre Phone for Cannot make or receive calls

  1. Ensure that your NBN™ connection is online. Fibre Phone requires working internet to operate. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
  2. Check your address on NBN Co's Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
  3. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
  4. Ensure that all cables are undamaged and plugged in securely.
  5. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
  6. Attempt to make or receive a call.
  7. Locate your indoor NBN™ equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
  8. Plug your phone handset directly into the UNI-V 1 port on your NBN™ Connection Box.  

    NBN Connection Box diagram

  9. Attempt to make or receive a call.
  10. If you can make or receive a call when your phone is plugged into the NBN™ Connection Box but not when it's plugged into any smart wiring ports, there may be a problem with your home’s internal wiring. If you suspect this is the case, please contact an ACMA-licensed electrician to investigate.
  11. Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
  12. Turn both outlets back on and wait for the lights to settle.
  13. Attempt to make or receive a call.
  14. Call us on 1300 786 068 for further assistance.

*If you have no access to a working phone service, please email support@westnet.com.au.