phone troubleshooting guide

I have no dial tone.

If you do not have a dial tone on your line, perform an isolation test to determine the cause of the fault. If the problem can be traced to your phone line, please contact us as soon as possible so we can lodge a fault on your line. You can also provide us with an alternate number to divert calls to in the meantime (such as a mobile). Please be aware that any diversion costs will be incurred by you, however if the fault is not fixed within 48 hours, compensation will apply under our customer service guarantee.

I have crackling/interference/static on my line.

Perform an isolation test to determine the cause of the fault. If the problem can be traced to your phone line, please contact us as soon as possible so we can lodge a fault on your line.

How do I perform an isolation test?

You can perform an easy isolation test to determine the cause of a phone fault. To perform this test, you will need to:

1. Unplug all devices connected to your phone line (including your ADSL modem/router, Foxtel and fax machines)
2. Try plugging in a normal, corded, working handset into your preferred phone socket - try to replicate the fault.
3. If you have more than one socket, repeat the test with each socket.
4. Try a different phone cable between your handset and the socket.

If the problem can be traced to the phone line, please contact us as soon as possible so we can lodge a fault on your line.

If you are still unable to identify the problem or have any further questions, please contact us on 13 22 58.