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How do I report a fault with my home line?

We recommend trying the steps below or using our easy online tool to help you resolve simple issues with your home phone line, without the need to report a fault. 


The Isolation Test
Before contacting us you can perform an Isolation Test which will assist you in determining if your equipment is faulty or if the problem may be with the line. Here's how:

  1. Unplug ALL equipment from every telephone sockets at the premises. This may include cordless phones, modems, extension leads, double adaptors, answering machines and burglar alarms. Anything that is connected to your telephone socket has the potential to disrupt or interfere with your telephone service.

  2. Leave equipment unplugged for at least 30 seconds.

  3. Plug one handset back into one telephone socket and test for a dial tone (preferably using a standard corded handset). If your handset has volume control, make sure to turn it up. If you still do not hear dial-tone or the line is not clear, unplug this handset and try another if possible. We also suggest testing each phone into different telephone sockets to help determine if the issue is related to a specific telephone or socket.

  4. If you were unable to determine the cause of the problem please leave only one handset (preferably a Telstra fixed phone as cordless phones may not provide clear results during line testing) and your ADSL modem (if applicable) plugged into the socket and contact us on the applicable number listed above.

  5. If the service is restored, reconnect each piece of equipment on the first socket one by one. If the fault returns it is likely caused by the piece of equipment so try removing the last peice of equipment to see if the service is restored. 

Cordless handsets: switch off then back on. Cordless handsets use rechargeable batteries, which may need replacing or recharging.

If you have multiple telephone sockets: try testing for dial tone (using the same handset) in every socket. If the service is restored, you may have a problem with your internal wiring.

If you have an ADSL service: check that you've fitted your ADSL filter correctly. This can cause a hissing noise or line disruption if you have incorrectly filtered telephones connected to your phone

How can I report a fault with my home phone line?

Customers who are living with anyone who has a diagnosed life-threatening medical condition with a high risk of rapid deterioration, and whose life may be at risk without access to a working telephone are advised to register for Priority Assistance®.


For further assistance try our Smart Troubleshooting tool.

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