Level 1: Cadet

landline problem since nbn

Since installing the nbn my parents haven't been able to connect to their landline. Over 6 service people have come over and each one leaves and says it's fine but it hasn't been fine. At the moment, after telling my parents to get a new phone because that was the problem, they can't phone out and only occasionally can people manage to call in. Most of the calls aren't heard at all. My parents are in their 80s and have no way to call anyone if there's an emergency. Your service TELSTRA is appalling. Can anyone help with this, please?

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Support Team
Support Team

Re: landline problem since nbn

Hi @cleops


Thanks for getting in touch and sorry to hear your parents are experiencing issues with their nbn. 


Just to confirm, has the landline been plugged into the modem? Please try our troubleshooting tool here:;

The troubleshoot tool will run some tests  specific to your line and if a fault is found it'll try to automatically resolve it - if not you'll be provided with a fault reference number for further investigation.




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Level 22: Superhuman

Re: landline problem since nbn


Firstly, if their health is an issue, register them for Priority Assistance. Telstra customer service will enrol them on a phone call, and they will post a form their GP

should sign. You can fax it back to the special number on the form. When you are connected to technical support ask to be connected to the Priority Assistance technical assistance department.

I can't diagnose the problem, but my similar experience was remedied when the modem was replaced.

Telstra will provide a much higher level of ongoing support if they registered 


I also replaced my phones with a Panasonic cordless phone with 4 handsets, answering machine and the base unit has battery backup. JB HIFI  who are a major Telstra dealer sell them $129 before discount.

Presuming your NBN connection is stable.

Some handsets are an issue.

A "Like" is always appreciated. If my advice is a solution, please mark it. I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. One of my mottos: "Believe in yourself, and you can accomplish anything".

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