Troubleshooting Netphone (VoIP) for Cannot make or receive calls

Please follow the steps below and proceed to next step if the issue persists.

     

    Step 1) Check Network Status and internet connection

    • Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
    • Ensure that your internet connection is online. Netphone requires working internet to operate. You should always troubleshoot internet services before Netphone.

     

    Step 2) Check your handset

    • 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 a call.

     

    Step 3) Check Netphone setup

    • If your Netphone has never been able to make or receive calls, please double check that you have set up the service correctly.
    • Setup guides for iiNet modems are available here. We also show which port to plug your Netphone handset into in the appendix of this guide.
    • If you have a third party modem, please check the modem manufacturer's website for support information.
    • Attempt to make a call.

     

      Step 4) 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 - Where to plug in your Netphone handset

      Netphone handsets must be plugged into the Phone 1 port:

      TP-Link VR1600v Netphone port

       

      Netphone handsets must be plugged into the green Netphone port:

      TG-1 Netphone port

       

      Netphone handsets must be plugged into the grey Phone1 port:

      Huawei HG658 Netphone port

       

      Netphone handsets must be plugged into the grey Phone port:

      NetComm Netphone port

       

      Netphone handsets must be plugged into the black Netphone port:

      Budii Lite Netphone port

       

      BoB2 or BoB Lite

      Netphone handsets must be plugged into the green Phone port:
       

      BoB Lite Netphone port