Troubleshoot an issue with my home phone

If you're having problems with your home phone, follow these steps to troubleshoot.

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    1. Check for outages in your area
    2. Properly hang up all your phone handsets
    3. Ensure both ends of the phone cable are securely connected
    4. Switch off all your phone equipment – including at the power points. Wait 10 seconds, then switch them back on
    5. Plug one standard, working home phone into its connection point:
      • For PSTN phone lines, use the phone socket
      • For nbn® Fibre to the Premise on IP POTS, use the Uni-V port
      • For all other connections, use the green phone port on the modem
    6. Check that your connection box, modem and phone all have power
    7. Try to call using another handset. If you can get through, the problem is likely to be with your original phone.

    If you are still unable to use your phone service, contact us.


    Home phones on the nbn network should NOT be plugged into a wall phone socket unless you’re a Fixed Wireless customer with a landline connected to the copper network.

    Can I forward my calls to another number during an outage?

    You can divert your home phone to your mobile whenever you want with our call forwarding guide.

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