Troubleshooting outgoing calls for NBN Phone & Netphone

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


Step 1) Confirm your service is active

  • You will receive an email and/or text message from us to advise when your NBN Phone or Netphone service is active.
  • If you are porting an existing phone number to NBN Phone or Netphone, it may be up to another 5 working days before this transfer is complete. During this time, you will be able to make, but not receive calls.


Step 2) International calling only: check dialling code and method

  • Confirm that the correct International dialling code is being used.
  • Confirm that the destination country is not blocked by default due to High risk call blocking. Affected countries are listed here.
  • Please note that calling cards which require users to dial an access code before the international number will NOT work with NBN Phone & Netphone services.


    Step 3) 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. Your phone service requires working internet to operate.


    Step 4) 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 5) Check your setup

    • If you have never been able to make 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 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 6) Call us on 13 22 58 for further assistance

      *If you have no access to a working phone service, please email


      Appendix - Where to plug in your handset for NBN Phone & Netphone

      Handsets must be plugged into the Phone 1 port:

      TP-Link VR1600v Netphone port


      Handsets must be plugged into the green Netphone port:

      TG-1 Netphone port


      Handsets must be plugged into the grey Phone1 port:

      Huawei HG658 Netphone port


      Handsets must be plugged into the grey Phone port:

      NetComm Netphone port


      Handsets must be plugged into the black Netphone port:

      Budii Lite Netphone port


      BoB2 or BoB Lite

      Handsets must be plugged into the green Phone port:

      BoB Lite Netphone port