Troubleshooting incoming calls for NBN Phone & Netphone

  1. Ensure that your internet connection is online. Your phone service 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. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
  3. Ensure that all cables are undamaged and plugged in securely.
  4. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
  5. Attempt to receive a call.
  6. If you have never been able to receive calls, please double check that you have set up the service correctly. Setup guides for Westnet modems are available here. We also show which port to plug your handset into in the appendix of this guide.
    Note: If you have a third party modem, please check the modem manufacturer's website for support information.
  7. Attempt to receive a call.
  8. 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.

 

Appendix - Where to plug in your handset for NBN Phone & Netphone

Handsets must be plugged into the Phone 1 port:

TP-Link VR1600v Netphone port

 

Handsets must be plugged into the green Netphone port:

TG-789 Broadband Gateway diagram

 

Handsets must be plugged into the grey Phone1 port:

Huawei HG658 ports diagram

 

Handsets must be plugged into the grey Phone port:

NetComm NB16WV-02 ports diagram

 

Handsets must be plugged into the black Netphone port:

Budii ports diagram

 

BoB2 or BoB Lite

Handsets must be plugged into the green Phone port:
 

BoB2 ports diagram