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International Calling Rates
How to set up call forwarding on your home phone
What to do if your home phone isn’t working
First check you’re not impacted by an outage
Use our Service Status Page to check if you are impacted by an outage.
If you’re impacted, the Service Status Page will explain the interruption you’re experiencing, provide updates on the issue, and when possible, estimate when the issue should be resolved. There’s nothing further you can do until the outage is restored however the following information may help provide alternate options during the impacted period.
If you aren’t impacted, or an outage in your area is showing as resolved but you’re still experiencing problems, try troubleshooting the issue.
You can view a list of known issues affecting Telstra services online. You can search your postcode or suburb and we’ll show you important information like when we expect to fix the issue.
Check for network issues in your area which may explain the interruption you’re experiencing.
If your issue is not listed, or a service outage is recorded as ‘resolved’ but your phone isn’t working, try using our Troubleshooting Tool to get your service back up and running.
You can also use the Telstra 24x7 App® on your mobile to help resolve your issue.
- Tap Help & Support from the app menu
- Then tap Troubleshooting Tool
Our top tips for home phone issues:
After a power outage, your equipment, like phones, answering machine and modem may need to be reset. Switch off all equipment and power points, wait for 30 seconds, and then turn them back on.
After a power outage some equipment (i.e. home phones, answering machines, modems, routers) may need to be restarted or reset. To do this:
- Switch off all equipment and power points
- Wait 10 seconds, then turn them back on
Conduct an Isolation Test
A Telstra technician can be sent to your home to solve network faults, however if your personal equipment or internal wiring is faulty you may be charged a fee for an ‘Incorrect Callout’. To avoid this fee, you can conduct an isolation test to determine whether the problem is with your equipment or wiring by following these steps:
- Unplug all equipment used for your home phone service (e.g. phones, answering machines, modems etc.) and wait ten seconds
- Plug one standard, working home phone into one socket
- If there’s no problem, reconnect each piece of equipment, one by one, into the working socket
- If the fault reoccurs it’s likely to be caused by the last piece of equipment plugged in
- Repeat the same process for any additional wall sockets in the property connected to the phone line
- If all the equipment works on the first wall socket but the fault reoccurs at another socket in the property, you may have faulty internal wiring or a problem with the wall socket, in which case you may need to call your electrician
Personal Interim Phone Service (PIPS)
If you need to contact Telstra Faults, a consultant from Telstra Faults will advise you whether you’re eligible for a Personal Interim Phone Service (PIPS). This will enable you to make home phone calls from your mobile phone with your home phone call rates. If you accept the offer you’ll receive an SMS advising you that PIPS has been activated.
To make a phone call:
- Manually enter the number you wish to call into your mobile; including area code (don't use numbers stored in your mobile address book)
- Add the star/asterisk (*) key to the end of the number - For example dial 0249123456*
- Press the send/call button to make the call
PIPS acts as a temporary replacement if you're experiencing a service disruption on your home Voice Service. Your mobile can still be used as normal (without entering the star/asterisk button) however you will be charged at standard mobile call rates. You will still be able to use all your current mobile features, such as voicemail. If you use a prepaid Telstra mobile, you’ll need at least $1 in available credit on the account for PIPS to work.
In the case of a service outage or a fault on your phone line, Telstra can arrange to have your incoming calls forwarded to your mobile phone (or another number of your choice). Our service team can help arrange this for you when you report a fault. You can also divert your home phone to your mobile at any time with our Call Forwarding guide.
Reporting a Fault
You can report a fault in a few ways – please choose the one most relevant to you;
- Telstra Faults – call 13 22 03
- Telstra Home Phone Customers (NBN Only) – call 1800 834 273
- Telstra Business customers – call 13 29 99
- Telstra Enterprise and Government customers – contact the Customer Care team on 1800 730 053
- What to do if your broadband service is interrupted
- What to do if your mobile service is interrupted
Setup, activate and manage your home phone MessageBank® and Telstra Home Messages 101®
International calls from your Telstra home phone
Return a rented home phone
Local and National Calls
Home phone user guides
How to download and setup your T-Voice app
Connecting your T-Voice handset to your Telstra modem
Register and link your T-Voice Handset to Telstra Gateway modem
Change HomeLine home phone plan
How to install your T-Hub 2
Priority Assistance for Telstra customers
Price changes to consumer home phone plans
Telstra Pensioner Discount and Connected Seniors program
Unanswered call charges
Using personal interim phone service
What to do if your home phone service is interrupted
How do I use the Telstra T-Voice® app?
Call Waiting and Call Forward for Telstra T-Voice
Set up Telstra T-Voice®
Manage Telstra T-Voice App contacts
Make internal calls using Telstra T-Voice® App
Improve the voice quality when using the T-Voice® App
T-Voice® 502 handset faults troubleshooting
Setting up an additional handset for your Telstra Call Guardian 301 Home phone base
List of Telstra T-Voice app Compatible devices
How to use the block call feature of the Telstra Call Guardian 301
Diagnose and fix common broadband connection, Wi-Fi, e-mail and home phone problems.
Telstra T-Voice 0:30
Telstra T-Voice® app which turns tablets and mobile devices into home phone handsets.Watch now
It’s good to know that Telstra Platinum is there when you need it. Telstra Platinum technicians can install your home phone, fix faults, optimise your Wi-Fi and more.
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