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• DOT troubleshooter

• Telstra Business Connect Resources

• Managing user roles on the Telstra Apps Marketplace

• What to do if your phone isn’t working

• What to do if the phone isn’t working on your nbn™ connection?

  If you can’t hear a dial tone on your nbn phone, try these troubleshooting steps first:

  • Check all your phone handsets are properly hung up
  • Make sure your phone cable is plugged into your modem or nbn Connection Box – NOT into a wall phone socket. Standard phone sockets don’t work with the nbn.
  • Check both ends of the phone cable are securely connected
  • Check that your nbn Connection Box, modem and phone are all getting power
  • Try to call using another handset. If you can get through, the problem is likely to be with your original phone. 
    
    

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

  Restart your modem

  • Turn off your modem using the ‘Power’ button
  • Wait 20 Seconds then turn the modem back on 
  • Wait for the ‘Internet’ light to become a solid green (this could take 1-2 minutes)
  • Wait for the ‘Voice’ or ‘Phone’ light to become a solid green (this could take another 1-2 minutes)
  • When your lights are as above, try to make a call; you should be connected 
    
    

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

  Restart your nbn Connection Box.

  • Turn off the power point that your nbn power supply is plugged into 
  • Remove the power cable from your nbn Connection Box
  • If you have a Power Supply Unit:
    • Open the front cover
    • Disconnect the RED Positive (+) plug from the battery
    • Disconnect the BLACK Negative (-) plug from the battery 
  • Wait 20 seconds
  • If you have a Power Supply Unit:
    • Connect the BLACK Negative (-) to the battery 
    • Connect the RED Positive (+) to the battery
    • Replace the front cover 
  • Reconnect the cable, and turn the power back on
  • After 1-2 minutes, you should see these lights:
    • For FTTP connections: Power - green, Optical – green, Alarm – green , UNI-D – off, amber or green
    • For Fixed Wireless: Power - green, Status  - flashing green, ODU – green, Signal Strength – red, amber or green
    • For HFC: All lights should be green
  • When your lights are as above, try to make a call; you should be connected.

  If you still can’t make phone calls, check for an outage in your area

  If you’re experiencing problems, please call our Business Service Centre on 1800 304 473 or chat with us now on Telstra Live Chat
  

  Related articles:

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• NBN troubleshooter

• Self-Install instructions for FTTN/FTTB nbn™ connections

• 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?

• Does this affect CommPilot?

• DOT App FAQs

• DOT billing FAQs

• 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?

• 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?

• Setup activate and manage your phone MessageBank

• How to download and setup your T-Voice app

• Priority Assistance 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?

• Self-Install instructions for Fixed Wireless nbn connections

• What's CommManager?

• What's CommPilot?

• 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

• Access the Telstra Air Network in Australia