nbn Fibre Phone Setup and Troubleshooting

• Set up nbn® Fibre Phone 
• Before you get started
• Plugging into nbn Connection Box
• Plugging in via smart wiring
• Troubleshooting nbn® Fibre Phone: Can't make or receive calls
• Troubleshooting nbn® Fibre Phone: Call Dropouts

Set up nbn® Fibre Phone 

Before you get started

Make sure you have the following:

• An active nbn FTTP service
• An active nbn Fibre Phone service
• A phone handset with a standard RJ11 phone cable
• If your home has smart wiring for phone cables, you’ll need an additional RJ11 phone cable if you’re not plugging your handset directly into the nbn Connection Box.

Plugging into nbn Connection Box

Once your nbn Fibre Phone service is active, all you’ll need to do is plug your handset into the UNI-V 1 port on the nbn Connection Box using an RJ11 phone cable. You may need to lift the cover to do this.

Plugging in via smart wiring

Smart wiring is specially installed by an ACMA-approved electrician and must include phone cable wiring in order to work with Fibre Phone. Sockets previously used for landline phones and ADSL broadband will not work unless an electrician re-wired them for smart wiring.

1. Plug one end of your RJ11 phone cable into the UNI-V 1 port on your nbn Connection Box, and then plug the other end into an available phone port on the nearby patch panel.
2. Use another RJ11 phone cable to plug your phone into the corresponding phone port on another patch panel in your home. Please note that the phone cables should never be connected to a switch or router. 
   

Troubleshooting nbn® Fibre Phone: Can't make or receive calls

1. Ensure that your nbn connection is online. Fibre Phone requires working internet to operate. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
2. Check your address on nbn®'s Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
3. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
4. Ensure that all cables are undamaged and plugged in securely.
5. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
6. Attempt to make or receive a call.
7. Locate your indoor nbn equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
8. Plug your phone handset directly into the UNI-V 1 port on your nbn Connection Box.
    Note: If your Fibre Phone service doesn’t work, try using the UNI-V2 port instead
    
   
9. Attempt to make or receive a call.
10. If you can make or receive a call when your phone is plugged into the nbn Connection Box but not when it's plugged into any smart wiring ports, there may be a problem with your home’s internal wiring. If you suspect this is the case, please contact an ACMA-licensed electrician to investigate.
11. Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
12. Turn both outlets back on and wait for the lights to settle.
13. Attempt to make or receive a call.
14. Call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.

Troubleshooting nbn® Fibre Phone: Call Dropouts

1. Ensure all cables are undamaged and plugged in securely.
2. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
3. When calling on a wireless handset, ensure you remain in range of the base station while making a call. Range varies from handset to handset; check the manufacturer's website for your handset's technical specifications.
4. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
5. Ensure that your internet connection is not dropping out at the same time as your Fibre Phone calls by attempting to view a website. Fibre Phone requires working internet to operate.
6. Locate your indoor nbn equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.
7. Plug your phone handset directly into the UNI-V 1 port on your nbn Connection Box.
   
8. Make a test call.
9. If you don't get call dropouts when phone is plugged into the nbn Connection Box but you do when it's plugged into any smart wiring ports, there may be a problem with your home’s internal wiring. If you suspect this is the case, please contact an ACMA-licensed electrician to investigate.
10. Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
11. Turn both outlets back on and wait for the lights to settle.
12. Make a test call.
13. Temporarily disable any firewall, antivirus or anti-malware software and make a test call.
14. If the dropouts stop while the software is disabled, your firewall or antivirus may be blocking the internet traffic for your Fibre Phone calls. Please contact your security software’s Customer Support if you're not sure how to temporarily disable the software, or you need help changing the software settings to allow Fibre Phone (VoIP) calls.
15. If a fault needs to be lodged for your service, we'll need the date, time, and number dialed for at least 3 calls that dropped out. Please make notes for easy reference, e.g:
    27/4/2020 - 7:30PM - 9400 1234
    28/4/2020 - 8:30AM - 9400 5678
    28/4/2020 - 10:00AM - 9300 1234
16. Call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.