Troubleshooting outgoing calls for nbn Phone & Netphone

If you can't make calls using your nbn® phone or Netphone service, these steps will help you identify the issue.

nbn® Phone and Netphone are VoIP phone services that work over the internet.

1. Is your phone service still new? We'll send you and email and SMS when it's ready to use.
    
   If you're moving an existing phone number to iiNet: After your internet is connected, it can take up to 5 days to transfer your number. During this time you can make calls using a temporary number, but you won't get calls.
2. Is your internet working? Your phone service can't work without internet. You can check your address for an internet outage or planned maintenance on our Network Status page.
3. Find your modem and make sure your phone and all cables are plugged in securely and not damaged. Replace any damaged cables.
    
   Note: If your phone is damaged, please replace it or contact the seller for a warranty claim.
4. Make sure your phone has power. Wireless phones may have batteries that need to be recharged or replaced.
5. Turn off your modem’s power outlet for at least 5 minutes.
6. Turn the outlet back on and wait for your modem’s lights to settle, then try to make a call.
7. Are you calling an International number? Make sure that the number is dialled correctly:
   
   - The dialling code should replace the first zero in a mobile number. For example, a London mobile number "07937123123" should be "+447937123123".
   - If the first digit of the mobile number is not a zero, then just put the dialling code before the entire mobile number.
   
   Note: Calling cards which ask you to dial an access code before an international number will not work with nbn Phone & Netphone services.
8. Are you calling a High Risk Destination? Calls to these destinations are blocked by default. If you need to call a High Risk Destination, please call us on 13 22 58.
9. If you still can't make calls, please use an alternative phone service to call us on 13 22 58 for further assistance.
    
   Note: If you have no access to a working phone service, please email support@iinet.net.au.