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• What is mobile broadband backup?

• What is a static IP address?

• What is IP calling?

• Why do I need IP calling?

• Do IP calling and internet use affect each other?

• How do I get my broadband backup to start?

• What is a static IP address?

• Telstra Business Connect Resources

• How Do I Restart My Telstra Equipment?

• How do I customise my business phone settings?

• How do I port my number to Telstra and how long will it take?

• How do I change or turn off Hold Music? (requires CommPilot)

• How do I change the ringtone on the phone?

• How do I transfer calls between phones?

• Managing user roles on the Telstra Apps Marketplace

• Get help setting up and configuring DOT

• Applications

• Can I select any of my DOT numbers (DOT Office, DOT mobile)?

• Do I log in once or each time?

• Does the DOT App work from the mobile network or is it a Wi-Fi only app on premise?

• DOT App FAQs

• DOT billing FAQs

• DOT troubleshooter

• How can I make Video Calls using DOT App?

• How do I check if DOT is available at my premises?

• How do I login to the DOT?

• How do I reset my CommPilot password?

• Lead-in

• How do I set up and configure DOT?

• How do I set up Call Forwarding?

• How do I set up my router?

• How do I set up Simultaneous Ring?

• How to set up call forwarding on your phone

• How do I view and manage my fixed data usage?

• What to do if your phone isn’t working

• How do I view and manage my mobile data usage?

• How is it billed?

• How much data will I use for voice and video calls?

• How secure is the DOT app?

• If the nominated DOT phone number is the Core number and it is on a Core S plan (which includes local calls only) and a mobile number or national call is made, will the call be charged?

• How to download and setup your T-Voice app

• Priority Assist for Telstra customers

• Is Line Hunt available with DOT? (requires Call Conductor)

• The data charges will be incurred both for voice and video calls made and received?

• Set up Telstra T-Voice

• Welcome to DOT

• What are the call charges associated with Video Calls from the DOT App?

• What do I do if I can't remember my username or password for my DOT online applications?

• What if I am using a BYO device?

• What is the DOT App and how do I download it?

• What's Call Conductor?

• What's CommManager?

• How do I troubleshoot a problem with my business phone on the nbn™ network?

  You can follow the video guides below to learn more on how to perform basic troubleshooting functions should you have a problem with your internet or phone connection.

   

  How to troubleshoot your internet and phone services on ADSL & nbn™ (FTTB & FTTN connections)

  How to troubleshoot your internet and phone services on nbn™ FTTP, FW & HFC connections

   

  Try these troubleshooting tips if you can’t make or receive calls on your business phone on the nbn network.

  1. Check for outages

  Before you try anything else, check for outages on our Service Status page.

  This page will show whether your service is affected and when you can expect it to be restored.

  If there are no outages…

  2. Try these troubleshooting steps
     1. Make sure you have properly hung up any:
        • analogue phone handsets
        • EFTPOS terminals
        • HICAPS terminals
        • fax machines
     2. For IP phones check the screen for connection errors
     3. Make sure all cables are securely connected to the correct port on your:
        • Gateway
        • Integrated Access Device
        • Switch, or
        • nbn equipment
     4. Make sure all your devices have power

  If your cables are secure, you have power and your phone still isn’t working…

  3. Restart your Gateway
     1. Press the on/off button on the back
     2. All the status lights will turn off
     3. Wait 30 seconds
     4. Press the button again
     5. Wait for the Gateway to power up again. This can take up to five minutes
     6. Check the lights on your Gateway to see if it’s working
        • Netgear v7610 Gateway lights
        • Netgear DEVG 2020 Gateway lights
     7. Try to make a call

  If you have a Fibre to the Premise (FTTP), Fixed Wireless or HFC connection and you still can’t make calls:

  4. Restart your nbn equipment
     1. Turn off the power point that your nbn power supply is plugged into
     2. Remove the power cable from your nbn equipment and wait 30 seconds
     3. If you have a battery backup power supply unit:
        1. Open the front cover
        2. Disconnect the RED Positive (+) plug from the battery
        3. Disconnect the BLACK Negative (-) plug from the battery
        4. Wait 30 seconds
        5. Connect the BLACK Negative (-) to the battery
        6. Connect the RED Positive (+) to the battery
        7. Replace the front cover
     4. Reconnect the cable to the nbn equipment and turn the power back on
     5. Wait 1 – 2 minutes
     6. You should see these lights:
        • FTTP connections:
          • Power - green
          • Optical – green
          • Alarm – green
          • UNI-D – amber or green
        • Fixed Wireless:
          • Power - green
          • Status - flashing green
          • ODU – green
          • Signal Strength – red, amber or green
        • HFC:
          • All lights should be green

  Not sure what type of nbn connection you have?

  Check your nbn connection here.

  What do the lights on my Gateway mean?

  Netgear v7610

  

   

  LED or button	LED Activity	Meaning
  Power LED around Telstra Logo	Solid blue	Power is on and Gateway is working
  	Off	No power to Gateway
  Internet LED	Solid blue	Physical WAN port connected  Username and password authenticated  Public IP address assigned
  	Flashing Orange	Authentication of username and password in progress
  	Off	Physical WAN port is not connected or  Mobile Broadband not active
  	Solid Red	Physical WAN port connected but  Authentication of username and password unsuccessful
  	Flashing Red	Operating in mobile fail over mode
  WAN LED	Solid Blue	WAN port connected successfully to DSL or the nbn network
  	Flashing Orange	Layer 2 WAN interface connection in progress
  	Off	Physical WAN port is not connected
  LED on Ethernet port on back	Amber	Data is transmitting at 10Mbps
  	Green	Data is transmitting at 1Gbps
  Phone LED	Solid Blue	Phone is working on Broadworks platform Authentication successful for all SIP users
  	Flashing Orange	Broadworks is connecting
  	Off	Registered SIP is disabled
  Wi-Fi On/Off Button	Press the Wi-Fi button for at least 3 seconds to turn Wi-Fi on or off
  	Solid Blue	Wi-Fi service is on and available on 2.4GHz and 5GHz
  	Flashing Orange	Data is transmitting
  	Off	Wi-Fi service is disabled
  WPS Button	Press this button to start WPS connection mode. This mode lasts 2 minutes
  	Solid Blue	WPS connection established
  	Flashing Orange	WPS pairing in progress
  	Solid Red	WPS not connected successfully
  	Off	WPS is disabled or not initiated
  DECT Button	This button will work with a future software update

  Netgear DevG2020

  

  LED or button	LED Activity	Meaning
  Internet LED	Solid Red	Physical WAN port connected but  No public IP address assigned
  	Solid Green	Physical WAN port connected Public IP address assigned
  	Solid or Flashing Amber	Mobile broadband active
  	Off	Physical WAN port not connected or  Mobile broadband not active
  LAN LED	Solid Green	LAN port is connected at 1000 Mbps
  	Flashing Green	Data is transmitting
  	Flashing Amber	LAN port is connected and data is transmitting at 10Mbps
  	Solid Amber	LAN port is connected and data is transmitting at 100 Mbps
  	Off	No link is detected on these ports
  WAN LED	Solid Green	WAN port is connected
  	Flashing Green	Data is sending and receiving
  	Off	Physical WAN port not connected
  USB LED	Solid Green	Data transmitting
  	Flashing Green	Data transmitting
  	Off	USB device disconnected
  PSTN LED	Solid Green	PSTN line detected
  	Flashing Green	Incoming or outgoing calls in progress
  	Off	No PSTN line detected
  Wi-Fi LED	Solid Green	Wireless access point operating
  	Flashing Green	Data transmitting
  	Off	Wireless access point disabled
  DECT LED	Solid Green	DECT active
  	Flashing Green	Incoming or outgoing calls in progress
  	Off	DECT disabled
  Voice LED	Solid Green	nbn Phone service is active and registered with the SIP server
  	Flashing Green	Voice data transmitting At least one phone off hook / in use
  	Off	nbn phone service either not registered or disabled
  DSL LED	Solid Green	ADSL port connected to your ISP
  	Flashing Green	ADSL port synchronizing with your ISP
  	Off	Unit off or  No IP connection
  Power On/Off LED	Solid Red	Power-on self-test in progress
  	Flashing Red	Firmware upgrading
  	Solid Green	Gateway is operating normally
  	Off	No power to Gateway
  USB Port	Solid Green	Data transmitting
  	Flashing Green	Data transmitting
  	Off	USB device disconnected
  Wireless button and LED	Turns Wi-Fi on and off
  WPS button and LED	Solid Green	WPS connection established
  	Flashing Green	WPS pairing in progress
  	Off	WPS disabled

  Still can’t connect?

  Talk to us now on Telstra Chat.

  Or call us on 1800 834 273.

• What's CommPilot?

• How do I set up Telstra equipment for an FTTN or FTTB nbn™ connection at my business?

• Where can I find a list of Feature Access Codes?

• Who provides support if the DOT App functions aren't working?

• Will this replace CommManager and CallConductor?

• Your DOT bill

• Do I receive a Static or Dynamic IP address with my service?