Troubleshooting call dropouts on your nbn phone & Netphone

If your nbn® phone or Netphone service is having call dropouts, it means your calls will disconnect unexpectedly. These steps will help you identify the issue.

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

1. Is your internet dropping out? 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.
2. Find your modem and make sure your phone and all cables are plugged in securely and not damaged. Replace any damaged cables.
3. Are you using a wireless phone? Make sure that your phone's battery is charged, and that you're staying within range of the phone's base station during the call.
4. Does your antivirus/anti-malware software use a firewall? Temporarily disable the firewall and make a test call. If the dropouts stop, then the firewall may be blocking the internet traffic for your VoIP phone calls.
   Note: Contact your software’s Customer Support if you need help to disable a firewall, or chaging your firewall settings to allow VoIP calls.
5. If your calls still drop out, 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.