Troubleshooting Fibre Phone for Cannot make or receive calls
- 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.
- Check your address on NBN Co's Network status and outages page to see if an unforeseen incident or planned maintenance is affecting your connection.
- Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
- Ensure that all cables are undamaged and plugged in securely.
- If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
- Attempt to make or receive a call.
- 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.
- Plug your phone handset directly into the UNI-V 1 port on your NBN Connection Box.
Note: If your NBN Phone service doesn’t work, try using the UNI-V2 port instead
- Attempt to make or receive a call.
- 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.
- Turn off the electrical outlet for the Power Supply Unit and leave it off for at least 60 seconds.
- Turn both outlets back on and wait for the lights to settle.
- Attempt to make or receive a call.
- 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.