1. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
  2. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
  3. Unplug all devices from every phone socket in your premises, including your modem, telephones, fax machines, pay TV boxes and EFTPOS terminals.
  4. Plug your handset directly into the phone socket (without a line filter).
  5. Make a test call and see if the call drops out. Repeat this step for all phone sockets in your premises.
  6. If your calls drop when your phone is plugged into one socket but not another, 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.
  7. If the call dropouts stop when the handset is the only thing plugged in to your wall socket(s), then another piece of hardware is most likely interfering with your phone signal. The most common culprit is a faulty line filter.
  8. All phones and fax machines in your premises must be plugged into a phone socket with a line filter.
  9. Plug your handset into the phone socket with a line filter and attempt to make a call. If the call dropouts start again, that line filter is most likely faulty and should be replaced.
  10. Plug your other devices back in one at a time (including their line filters, if applicable) and attempt to make a call after each new device is plugged in.
  11. If the call dropouts start again, then the device you’ve just plugged in may have a faulty line filter that should be replaced.
  12. 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
  13. 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.

 

Appendix - Central splitters

If you have more than three phones and/or faxes or a Back to Base Alarm system at your premises, you may need to contact an ACMA-licensed electrician to install a central splitter to prevent home network issues.

  1. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
  2. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
  3. Unplug all devices from every phone socket in your premises, including your modem, telephones, fax machines, pay TV boxes and EFTPOS terminals.
  4. Plug your handset directly into the phone socket (without a line filter).
  5. Make a test call, listening for line noise. Repeat this step for all phone sockets in your premises.
  6. If you hear line noise when your phone is plugged into one socket but not another, 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.
  7. If the line noise stops when the handset is the only thing plugged in to your wall socket(s), then another piece of hardware is most likely interfering with your phone signal. The most common culprit is a faulty line filter.
  8. All phones and fax machines in your premises must be plugged into a phone socket with a line filter.
  9. Plug your handset into the phone socket with a line filter and attempt to make a call. If you start hearing line noise again, that line filter is most likely faulty and should be replaced.
  10. Plug your other devices back in one at a time (including their line filters, if applicable) and make a test call after each new device is plugged in, listening for line noise.
  11. If you suddenly start hearing line noise again, then the device you’ve just plugged in may have a faulty line filter that should be replaced.
  12. Call us on 13 22 58 for further assistance.

 

Appendix - Central splitters

If you have more than three phones and/or faxes or a Back to Base Alarm system at your premises, you may need to contact an ACMA-licensed electrician to install a central splitter to prevent home network issues.

  1. Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
  2. If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
  3. Unplug all devices from every phone socket in your premises, including your modem, telephones, fax machines, pay TV boxes and EFTPOS terminals.
  4. If you have another phone service available (e.g. mobile), try calling your own home phone while nothing is plugged in. If it rings normally, go to the next step.
  5. If you hear an engaged tone or a recorded voice saying the number is not available, please call us on 13 22 58 for further assistance*.
  6. Plug your handset directly into the phone socket (without a line filter) and attempt to make a call. Repeat this step for all phone sockets in your premises.
  7. If you can make a call when your phone is plugged into one socket but not another, 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.
  8. If your test call was unsuccessful, please call us on 13 22 58 for further assistance*.
  9. If you can successfully make a phone call when the handset is the only thing plugged into your wall socket(s), then another piece of hardware is most likely interfering with your phone signal. The most common culprit is a faulty line filter.
  10. All phones and fax machines in your premises must be plugged into a phone socket with a line filter.
  11. Plug your handset into the phone socket with a line filter and attempt to make a call. If you can't make a call, that line filter is most likely faulty and should be replaced.
  12. Plug your other devices back in one at a time (including their line filters, if applicable) and attempt to make a call after each new device is plugged in.
  13. If you suddenly can’t make a call again, then the device you’ve just plugged in may have a faulty line filter that should be replaced.
  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.

 

Appendix - Central splitters

If you have more than three phones and/or faxes or a Back to Base Alarm system at your premises, you may need to contact an ACMA-licensed electrician to install a central splitter to prevent home network issues.

This article will teach you how to activate and use the standard and optional features for an iiNet Home Phone (landline) service. While some features are optional add-ons that have an additional monthly charge (e.g. Duet Phone), a Home Phone service includes a set of standard features at no additional cost.

A downloadable user guide for each feature is available on our website.

Select one of the links below to jump to a query:

Please note that Call Return, 3-Way Chat, Call Waiting, Call Forward Immediate/Busy/No Answer and Call Back are standard features that do not need to be enabled or disabled in Toolbox.

  1. Log in to Toolbox.
  2. Select My Products from the navigation bar, and then select Phone.
  3. If you have multiple phone services on your account, you may need to select your Home Phone number from the drop-down menu in the upper right-hand corner.
  4. Select Change phone options from the left-hand column.
  5. You’ll see a list of the add-on features available for your Home Phone service divided into sections.
  6. The first section will be Exclusive Add-ons. These features may only be changed one at a time because they require extra work from our wholesaler to activate.
  7. The second section will be a list of Your Active Add-ons. You can click Show options next to each feature to see the ON/OFF toggle switch to disable any of these features.
  8. The final section will be Activate an Add-on. You may activate more than one of these add-ons and then save them all at once. Further details on how to activate and use each add-on are listed below.
  9. Don’t forget to click the Review changes button at the bottom of the page after making any changes. You can then review and Confirm changes to finish.

 

  1. If someone else calls you while your phone number is engaged, Call Forward Busy will forward the call to a different phone number.
  2. To turn on Call Forward Busy for all incoming calls, dial *24 from your handset followed by the phone number you'd like all calls to be forwarded to, then dial # and hang up the phone.
  3. To turn off Call Forward Busy for all incoming calls, dial #24# from your handset, then hang up the phone.
  4. To check if Call Forward Busy is on or off, dial *#24# from your handset. An announcement will advise if the feature is on or off. Hang up the phone to finish.
  1. Call Forward immediate will immediately forward all incoming calls to a different phone number.
  2. To turn on Call Forward Immediate for all incoming calls, dial *21 from your handset followed by the phone number you'd like all calls to be forwarded to, then dial # and hang up the phone.
  3. To turn off Call Forward Immediate for all incoming calls, dial #21# from your handset, then hang up the phone.
  4. To check if Call Forward Immediate is on or off, dial *#21# from your handset. An announcement will advise if the feature is on or off. Hang up the phone to finish.
  1. If a call to your phone number is not answered, Call Forward No Answer will forward the call to a different phone number.
  2. To turn on Call Forward No Answer for all incoming calls when they are not answered after the default time (20 seconds), dial *61 from your handset followed by the phone number you'd like all calls to be forwarded to, then dial # and hang up the phone.
  3. To turn on Call Forward No Answer for all incoming calls when they are not answered after the a custom time (between 5-60 seconds), dial *61 from your handset followed by the phone number you'd like all calls to be forwarded to. Next, dial * followed by the time in seconds (between 5-60) then dial # and hang up the phone.
  4. To turn off Call Forward No Answer for all incoming calls, dial #61# from your handset, then hang up the phone.
  5. To check if Call Forward No Answer is on or off, dial *#61# from your handset. An announcement will advise if the feature is on or off. Hang up the phone to finish.
  1. Call Forward Selected Caller will immediately forward all calls from up to 15 phone numbers to a different phone number. Please note that Call Forward Selected Caller will override any other Call Forward add-ons active on your Home Phone.
  2. Call Forward Selected Caller can be enabled or disabled using the ON/OFF toggle switch. Next, click Review changes and then Confirm changes.
  3. Once Call Forward Select Caller is active, you can add numbers to your selected caller list by dialling *87 from your Home Phone and then following the voice prompts. You'll be asked to enter your PIN using the keypad.
  4. Similarly, you can remove a phone number from your selected caller list by dialling #87 from your Home Phone and following the voice prompts (requires PIN).
  5. Your default PIN should be the last 4 or 6 digits of your Home Phone number. We recommend that your change your PIN after you have set up Call Forward Select for the first time.
  1. If someone calls your phone number while you’re on a call, Call Waiting will automatically put them on hold. A discrete tone (2 beeps every 5 seconds) wll let you know there is a call waiting.
  2. Call Waiting is disabled during a 3 way call.
  3. Call Waiting can be enabled by dialling *43# from your Home Phone.
  4. Call Waiting can be disabled by dialling #43# from your Home Phone.
  5. When Call Waiting is enabled, you’ll hear a tone when there is a call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
  6. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.
  1. Call Return is a standard feature that does not need to be enabled or disabled.
  2. Call Return lets you find out the number of the last unanswered call to your Home Phone. You can also choose to call that number back.
  3. To retrieve the number of your last unanswered call, dial *10# on your handset.
  4. To automatically call that number, dial 1. Standard call costs will apply.
  1. Call Back is a standard feature that does not need to be enabled or disabled. However, it requires a touch tone handset and is not compatible with certain numbers e.g. some business numbers, Operator Assisted Services, international destinations and some other carriers’ networks.
  2. If you call a number that is engaged, Call Back will monitor that number for up to 45 minutes and automatically call it back when it is no longer engaged.
  3. A maximum of 5 Call Backs can be arranged at any one time.
  4. To arrange a Call Back, hit the recall button while you hear the engaged tone and then dial *37#. You'll hear an announcement to confirm your Call Back has been arranged.
  5. Your phone will ring to let you know when the phone number you tried to call becomes available, and will automatically redial the number for you.
  6. To cancel a Call Back, dial #37#.
  7. To check which Call Backs are currently active on your phone, dial *#37#.
  1. 3-Way Chat is a standard feature that does not need to be enabled or disabled.
  2. 3-Way Chat allows you to talk to 2 callers at the same time (a.k.a conference call).
  3. To make a 3 way call, call one of the of the participants. When the call is answered, press the CALL button on your handset and dial the number of the other participant.
  4. Press the CALL button again and then dial 3 to begin the 3-way call. Standard call costs will apply.
  1. Adjusting the ring length for your Home Phone is a standard feature that doesn't need to be enabled or disabled. You can adjust it at any time by following the steps below.
  2. Using your Home Phone, dial *99.
  3. Dial a number between 5-60. This is the number of seconds your phone will ring before calls go to voice mail or the call is missed.
  4. Dial # and then hang up to finish.

 

  1. Voicemail is only compatible with touch tone handsets - it allows you to divert callers you don't answer to a message-taking service. You can personalise your voicemail greeting as well as retrieve your voicemail messages from any phone.
  2. To activate Voicemail, set the toggle switch to ON and then clicking Review changes. Hit Confirm changes to finish.
  3. Once Voicemail is active, you'll be run through a voice-prompted setup the first time you call the Voicemail service.
  4. You can call the Voicemail service from your Home Phone by dialling 101. You'll be asked to enter your Voicemail PIN using the keypad.

    You can also call your Voicemail service from a different phone service (requires your Voice mail PIN):

    - If calling from Telstra landlines or mobiles, dial 125012.
    - If calling from any other phone service, dial 1800 135 102.

  5. Your default PIN should be the last 4 or 6 digits of your Home Phone number. Once you have set up your Voicemail service, we strongly recommend that you change your Voicemail PIN.
  6. You can learn how to further use and customise your Voicemail service as well as some handy shortcuts in this guide.
  1. Silent Number removes your phone number, name and address details from the next edition of the White Pages directory and Directory Assisted Services.

    Important: Your details will only be removed from the next edition of the printed or CD version of the White Pages. Your request must be submitted before the deadline for your state or territory.

    Removing your details from the online version of the White Pages and Directory Assisted Services may take up to 2 weeks.

  2. You can enable or disable Silent Number with the ON/OFF toggle switch and then click Review changes. Hit Confirm changes to finish.
  1. Calling Number Display allows you to identify a caller by displaying the caller's phone number on your handset's screen (requires a compatible handset). Please note that Calling Number Display will not work for blocked numbers.
  2. You can enable or disable Calling Number display with the ON/OFF toggle switch and then click Review changes. Hit Confirm changes to finish.

Call Blocking can't be configured in Toolbox. If you'd like the Network Access setting changed for your Home Phone ($3.52 per change), please call us on 13 22 58.

Call Blocking blocks specific types of calls from being made using your phone service. The following blocking types are available:

  • Emergency only (000)
  • Only 1800 numbers
  • Local calls only (included 13xx numbers)
  • Local and operator-assisted calls only (includes 13xx numbers)
  • All calls except international (includes premium and standard)
  • Local, Standard, International and Premium (no operator-assisted calls)
  • Local, Standard and Premium (no International or operator-assisted calls)
  • All calls except Premium and International (includes standard)
  • All calls except Premium (includes International and standard)

If you’re plugging in a telephony device into a socket without a modem, skip steps 1 and 2.

  1. Take one end of a phone cable and plug it into your modem’s ADSL socket. 
    ADSL port
  2. Plug the other end of the phone cable into the port labelled ADSL on your line filter. 
    Line filter ADSL port
  3. Using another phone cable, plug one end into the appropriate socket on your telephony device (please consult the device’s manual if you’re not sure which socket this is).
  4. Plug the other end of the phone cable into the port labelled PHONE on your line filter. 
    Line filter PHONE port
  5. Plug the filter into your wall socket to finish. 
    Phone wall socket

 

Appendix - More information

Which devices need to be filtered?

  • A modem that’s sharing a wall socket with any of the devices listed below
  • All telephony devices including telephones and fax machines
  • Foxtel Digital units (these are plugged into a coaxial socket AND a telephony socket)
  • EFTPOS machines

Modems that aren’t sharing the same wall socket with another telephony device should not be filtered. Simply connect the ADSL port straight into the wall socket using an RJ-11 phone cable.

If your home has the older 600-series wall sockets (typical plug is a yellow square with 3 prongs), you’ll need to purchase an adapter that allows you to plug in a modern RJ11 phone cable. These adapters can be bought at all good electronics and computer stores.

  • If you have more than three telephony devices or a Monitored/Back to Base Alarm system, you’ll need a central splitter.
  • Please contact an licensed cabler who is registered with an ACMA-accredited registrar about installing a central splitter. This is an electrician who is properly licensed to work on telecommunications cables.
  • Without a central splitter, it is likely that you will suffer phone and/or internet dropouts caused by interference between your modem and telephony devices.

The backup battery available for nbn Fibre to the Premises (FTTP) Power Supply Units, when fully charged, can allow an nbn Fibre Phone plugged into a UNI-V port on your Connection Box to work between 3 and 11 hours in the event of a power outage. Approximate usage is 5 hours.

iiNet no longer offers the option of a battery backup unit as of 30 August 2017.

 

  1. Make sure that your nbn Power Supply Unit is always plugged directly into an electrical outlet. Do not use an extension cord, double adapter, power board or any other kind of secondary plug.
  2. Unless you are going on an extended holiday, you should not turn off this electrical outlet. This will ensure the battery remains fully charged in case of a power outage.

 

  1. In the event of a power outage, the Power Supply Unit will beep once and automatically switch to its backup battery power.
  2. Once the battery charge has depleted to approximately 50%, the Power Supply Unit will beep four times in a minute (the Battery Power light will also flash) and then the unit will turn off to preserve power.
  3. To turn the Power Supply Unit back on after the battery has reached less than 50% charge, you’ll need to press and hold the BATTERY EMERGENCY USE button for two seconds, or until the unit beeps once and all 4 lights flash.
  4. Once activated, you cannot turn the BATTERY EMERGENCY USE off again. The remaining battery charge should last for a further 2 to 3 hours.
  5. If the battery runs completely flat, your Fibre Phone will not work again until power has been restored and/or the backup battery has been recharged.

 

Battery Alarm sounds & how to silence them

Your nbn Power Supply Unit may emit a beeping sound (Battery Alarm) for the following reasons:

  • Loss of mains power (beep once)
  • Battery self test fails and replacement is required (beep once every 15 minutes)
  • Less than 50% of battery reserve is available and shutdown is imminent (beep once every 4 minutes)
  • Alarm sounds have been enabled (beep twice when enabled)
  • Alarm sounds have been disabled (beep once when disabled)

If absolutely necessary, alarm sounds can be silenced by following the steps below. Doing this means the alarm sounds will not alert you to the status of your battery backup unit.

  • To silence the alarm for 24 hours, hold the ALARM SILENCE button for 3 seconds. You will hear 1 beep to confirm the change.
  • To re-enable alarm sounds after this change, hold the ALARM SILENCE button for 4 seconds. You will hear 2 beeps to confirm the change.
  • To silence the alarm indefinitely, hold the ALARM SILENCE button for 15 seconds. After 3 seconds, you will hear 1 beep, and after 14 seconds, you will hear another beep to confirm the change.
  • To re-enable alarm sounds after this change, hold the ALARM SILENCE button for 15 seconds. After 3 seconds, you will hear 2 beeps, and after 13 seconds, you will hear another 2 beeps to confirm the change.
NBN battery backup unit silence alarm

 

Battery Type: 12V 7.0-7.2Ah 6 Cell VRLA Sealed Lead Acid Battery

Dimensions: 94mm (H) x 151mm (W) x 65mm (D) (excl terminals)
100mm (H) x 151mm (W) x 65mm (D) (incl terminals) (all tolerances +/- 1mm)

Terminal Type: Spade-type. Quick disconnect ‘F2’ 6.35mm (W) x 0.81mm (Thickness)

 

  1. Turn off the electrical outlet for the Power Supply Unit and then unplug the power cord from the electrical outlet.
  2. Open the front cover of the Power Supply Unit.
  3. Disconnect the red positive (+) plug from the battery.
  4. Push the tabs above and below the battery outward, and then lift the battery out of the Power Supply Unit.
  5. Disconnect the black negative (–) plug and remove the battery.

 

  1. Connect the black negative (–) plug to the new battery.
  2. Push the battery retaining tabs outward and insert the battery into the Power Supply Unit.
  3. Connect the red positive (+) plug to the new battery.
  4. Make sure the wires are not being pinched by the battery or the front cover.
  5. Close the front cover and plug the Power Supply back into the electrical outlet and turn the power on.
  6. The new battery will take 24 hours to completely charge. Please keep the old battery as a backup unless it no longer functions.
  7. Once power is returned to your nbn equipment, please allow up to 10 minutes for it to reboot. During this time, you may not be able to use your nbn services.

 

  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 Netphone calls by attempting to view a website. Netphone 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.
    NBN Connection Box UNI-V1 port
  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.

  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
     
    NBN Connection Box UNI-V1 port
  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.

This product is only available to select nbn FTTP customers as of 23 August 2017.

Select one of the links below to jump to a query:

CLID Blocking

CLID Blocking (Calling Line ID Blocking) blocks your phone number from being displayed to the person you’re calling. It is disabled by default.

  1. Log in to Toolbox.
  2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
  3. Select Configure enhanced fibre phone from the left-hand column.
  4. CLID Blocking can be enabled by setting its toggle switch to ON and then clicking Submit.
  5. While CLID Blocking is enabled, you can disable it for a single call by dialing *65 before the number you’re calling.

Call Barring

Call Barring blocks specific types of calls from being made using your phone service. It is disabled by default, but the following barring types are available:

Barring type Can’t call:
Disabled
(no call barring)		 HRI*
International Premium, HRI*
Local National, Mobile, International, Premium, Special services, HRI*
National International, Premium, HRI*
National & Mobile Mobile, International, Premium, HRI*

* HRI (High risk international): If you want to get high risk international numbers unbarred, please call us on 13 22 58.

  1. Log in to Toolbox.
  2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
  3. Select Configure enhanced fibre phone from the left-hand column.
  4. Call Barring can be enabled by setting its toggle switch to ON. Select the type of barring you want from the drop-down menu, and then click Submit. 
    Call Barring

Call Forwarding Always, Busy and No Answer

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

  1. Log in to Toolbox.
  2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
  3. Select Configure enhanced fibre phone from the left-hand column.
  4. Open your Call Forwarding options by setting its toggle switch to ON. You then have the following options:
    - Always forward calls
    - When busy, forward calls
    - When unanswered, forward calls
  5. Simply enter a destination phone number in the text box next to the desired option. Leaving a text block blank will keep that type of call forwarding disabled.
  6. Click Submit to save your settings. 
    Call forwarding

Call Forwarding Selective

Standard call costs apply when any call forwarding features forward a call to a new destination. All call forwarding features are disabled by default.

  1. Log in to Toolbox.
  2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
  3. Select Configure enhanced fibre phone from the left-hand column.
  4. Open your Call Forwarding options by setting its toggle switch to ON.
  5. You'll see Selective call forwarding at the bottom of the box. This feature will immediately forward all calls from up to 2 phone numbers to a different phone number.
  6. Click Show Options to expand the Selective call forwarding options. 
    Show options
  7. Enter the phone numbers in the Phone 1 and Phone 2 text boxes.
  8. Enter the destination phone number in the Selectively forward to text box.
  9. Click Submit to save your changes. 

Call Waiting

If someone calls your phone number while you’re on a call, Call Waiting allows you to put someone on hold. Call Waiting is disabled by default.

  1. Log in to Toolbox.
  2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
  3. Select Configure enhanced fibre phone from the left-hand column.
  4. Call Waiting can be enabled by setting its toggle switch to ON and then clicking Submit.
  5. When Call Waiting is enabled, you’ll hear a tone when there is a call waiting. To switch back and forth between the two calls, press the CALL button on your handset and then dial 2.
  6. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

Do Not Disturb

When Do Not Disturb is enabled, all incoming calls will be immediately forwarded to voice mail. If no voicemail is set up, then callers will hear a busy tone. It is disabled by default.

  1. Log in to Toolbox.
  2. Select My Products from the top menu bar and then select Phone. If you have multiple phone services, you may need to select the relevant phone number from the Product drop-down menu in the upper right-hand corner.
  3. Select Configure enhanced fibre phone from the left-hand column.
  4. Do Not Disturb can be enabled by setting its toggle switch to ON, and then clicking Submit.

Voice Mail

Setup

  1. Log in to Toolbox.
  2. Click My Products in the top menu bar and then select Phone.
  3. If you have multiple phone services, you may need to make sure the right number is selected from the Product drop-down menu.
  4. Select Configure enhanced fibre phone from the left-hand column.
  5. Make sure that the Voice mail toggle switch is set to ON. If you'd prefer to disable voice mail, set this switch to OFF.
  6. The default voice mail PIN is 0000. To change this, type a new 4-digit PIN in the text box next to Voice mail PIN.
  7. Select the Ring length before diverting to voice mail from the drop-down menu (25, 35 or 45 seconds).
  8. You can also choose to forward or copy your voice mail to an email address by setting Voice mail forwarding to ON and entering an email address.

    - Forward will deliver your voice mail to the nominated email address as a .wav sound file. It will not leave a copy in your voicemail box.
    - Copy will send a .wav sound file to your email address, but it will also leave a copy in your voicemail box.

  9. Click Submit to save your changes. It may take up to 1 hour for your changes to come into effect. 
    Voice mail ring length

Accessing Voice mail

  1. When you have new voice mail messages, you’ll hear a stuttered tone instead of the normal dial tone when you lift your Fibre Phone handset.
  2. To listen to your voice mail using your Fibre Phone handset, dial 101 and then enter your voice mail PIN using the keypad.
  3. If you’re using a different phone service to retrieve voice mail left for your Fibre Phone service, call the appropriate number for the state you’re in. Please note that this option is not available in the Northern Territory - please see step 2.
    State Voice mail number
    ACT 02 6104 9000
    NSW 02 9029 0000
    TAS 03 6294 6000
    VIC 03 9029 0000
    QLD 07 3122 0000
    WA 08 6262 0000
    SA 08 7122 0000
  4. Following the prompts, you’ll need to enter your Fibre Phone number and then your voice mail PIN using the keypad.

Call Return

Call Return is a standard feature that does not need to be enabled or disabled. When used, it will dial the last number that called your phone number (it doesn’t matter if the call was answered or not).

  1. To use call return, dial *69 on your handset. Standard call costs apply.

3 Way Call

3 Way Call is a standard feature that does not need to be enabled or disabled. It allows you to talk to 2 callers at the same time (conference call).

  1. To make a 3 way call, call one of the participants. When the call is answered, press the CALL button on your handset and dial the number of the other participant.
  2. Press the CALL button again and then dial 3 to begin the 3 way call. Standard call costs apply.

This product is only available to select with nbn Fibre to the Premises (FTTP) customers as of 23 August 2017.

 

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.

NBN Connection Box UNI-V1 port

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. 
    Fibre phone smart wiring diagram

 

Appendix - What is smart wiring?

Smart wiring, which may also be referred to as Hub wiring, is internal network wiring (e.g. Ethernet and/or phone wiring) that's installed by an ACMA-approved electrician. Internal wiring links patch panels in different rooms of the house, including one patch panel near the location of your nbn Connection Box.

This means that equipment such as WiFi routers and Fibre Phone handsets can be plugged into a patch panel in a different room yet still be connected to the nbn Connection Box.

Smart wiring diagram