- Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
- If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
- Unplug all devices from every phone socket in your premises, including your modem, telephones, fax machines, pay TV boxes and EFTPOS terminals.
- If you have another phone service available (e.g. mobile), try calling your own home phone while nothing is plugged in. If it rings normally, go to the next step.
- If you hear an engaged tone or a recorded voice saying the number is not available, please call us on 1300 786 068 for further assistance*.
- Plug your handset directly into the phone socket (without a line filter) and attempt to make a call. Repeat this step for all phone sockets in your premises.
- If you can make a call when your phone is plugged into one socket but not another, 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.
- If your test call was unsuccessful, please call us on 1300 786 068 for further assistance*.
- If you can successfully make a phone call when the handset is the only thing plugged in to your wall socket(s), then another piece of hardware is most likely interfering with your phone signal. The most common culprit is a faulty line filter.
- All phones and fax machines in your premises must be plugged into a phone socket with a line filter.
- Plug your handset into the phone socket with a line filter and attempt to make a call. If you can't make a call, that line filter is most likely faulty and should be replaced.
- Plug your other devices back in one at a time (including their line filters, if applicable) and attempt to make a call after each new device is plugged in.
- If you suddenly can’t make a call again, then the device you’ve just plugged in may have a faulty line filter that should be replaced.
- Call us on 1300 786 068 for further assistance.
*If you have no access to a working phone service, please email email@example.com.
Appendix - Central splitters
If you have more than three phones and/or faxes or a Back to Base Alarm system at your premises, you may need to contact an ACMA-licensed electrician to install a central splitter to prevent home network issues.