Please note: this is only for troubleshooting homeline problems only. If you have broadband and homeline problems - please go here
If you have a fault with your homeline we need to do a few checks to ensure that everything inside your house is working as expected before we ask our supplier to check the cables outside your house.
The reason we ask you to do these is because a false call out will be charged a No Fault Found Fee of $127.
Instead of waiting on hold, below are our basic homeline troubleshooting steps you can carry out whenever is convenient for you. Once completed, give us a call to raise the fault. All you have to do is confirm you have done them, and agree to the possibility of a No Fault Found Fee ($127).
2. Remove all other phones, modems, Sky and filters from all jackpoints - leave only the phone plugged in with a single cable.
Line Filters are a leading cause of issues if they are old or damaged, especially frequent disconnections.
An isolation test removes all other devices from your jackpoints that could be causing issues. Leave the phone plugged in with only a single cable in your jackpoint.
If you find it is a filter that is the issue, you can buy a new one at most electronics shops.
3. Check the phone on all jackpoints in the house
Once you've checked that it's nothing in the jackpoints you need to check every jackpoint to ensure they are all having the same problems.
If you have a faulty jackpoint you will need to organise an electrician to fix or replace it.
4. Check the phone is working
Just like all electronics, phones can wear out after years of use. The easiest way to test your modem is to use it on another internet connection, or test another modem on your connection.
Note: You will only be charged a No Fault Found Fee if you do not complete these steps and the reason for the fault is found to be within your home. All faults outside your house are covered by us.
If your connection still isn't working give us a call on 0800 60TECH (Mon - Sun 10-7) to organise a technician within 24 - 48 hours.