leslieg898
Level 3: Gumshoe

Home phone not working

I have been disconnected from support 4 times just after all the tests are done then have to explain it all again.

1. I cannot make or receive calls

2. I have tried a phone that I know is working on my husbands nbn at work 

3. I have tried old and new cables

4. I believe the phone port is not working

5, they have completed all the tests on my lines etc and each time they tell me they are escalating the issue I conveniently get disconnected and have to start again this has now been happening since 7.30am this morning that is now just over 10 hours online with support. 

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17 REPLIES 17
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

Hi, can you advise which port on the modem you are plugging the phone/nadset into?

 

What sort of modem do you have and is the 'Phone' indicator lit up?

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
leslieg898
Level 3: Gumshoe

Re: Home phone not working

Plugging into the one that says phone line and no the phone indicator is not lite up

leslieg898
Level 3: Gumshoe

Re: Home phone not working

The modem is a Telstra smart modem BFFA41

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

The modem make/model is on a label on the bottom..  

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
leslieg898
Level 3: Gumshoe

Re: Home phone not working

Telstra smart Modem model number LH1000

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

If the phone indicator is not showing green, then you home phone number is not registered.

 

If you haven't already done so, then power cycling the modem (turn it off, wait a minute or so and then power back on) might reregister the phone service..

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
leslieg898
Level 3: Gumshoe

Re: Home phone not working

I have done that several times 

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

Great..

 

So open a browser and type 192.168.0.1 into the address/search bar and that should bring up the modem front page, with all the indicators showing..

 

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

OK, you hadn't mentioned that, but it is a first step to try..

 

Were your previous discussions with Telstra by phone or via Messaging Chat?

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
leslieg898
Level 3: Gumshoe

Re: Home phone not working

Yep done that

leslieg898
Level 3: Gumshoe

Re: Home phone not working

Fix.Telstra.com 

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

And still no phone indicator showing?

 

In your previous testing, did you carry out a factory reset (pressing a recessed button on the back of the modem)?

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
leslieg898
Level 3: Gumshoe

Re: Home phone not working

Yes all testing was completed there end and mine

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

If you tried a factory reset which didn't fix the problem, then provided your internet service is working fine otherwise, there is likely a fault with your home phone service and only Telstra can investigate it

 

I would suggest you either:

1. Call Telstra on 132200 and explain the situation to them - that you used the troubleshooting tool but didn't get a final resolution, explain the problem again (yes, you will have to identify yourself again)..  or

 

2. Use the My Telstra app or the web service, My Account, got to Get Help and click on the blue chat icon (app) ot the small blue Message Us button (web page)..This is will get you to a messaging chat - again you'll have to identify yourself, and explain what your problem is and what you have tried.. 

 

If doing things by chat, I tend to take screenshots as it progresses, as a record, just in case the problem isn't resolved and there is a need to lodge a complaint.

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
leslieg898
Level 3: Gumshoe

Re: Home phone not working

Thanks for your help

 

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

Good luck, I know how frustrating it is to get help from Telstra sometimes..  keep messages short and too the point  🙂

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: Home phone not working

Hi @leslieg898 

 

[EDIT}

nm, for some reason I didn't see the whole thread when it first appeared.

Footnote: I dont work for Telstra, I just try to help out fellow Telstra customers.

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