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

by Community Manager on ‎08-05-2017 11:32 PM
  • 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 these troubleshooting steps don’t work, please call us on 1800 834 273.

If you have a Fixed Wireless service and your phone runs over the old copper network, contact us on 1800 834 273. 

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