Troubleshoot an issue with my home phone
If you're having problems with your home phone that is connected to your connection box and/or modem, follow these steps to troubleshoot.
Search suggestions will appear below the field as you type
No results found
Take me to
Check your connection
- Check for outages in your area
- Make sure all the phone handsets are hung up completely
- Ensure both ends of the phone cable are securely connected
- Check that your connection box, modem and phone all have power
- Try to call someone using a different handset. If you can get through, the problem is likely to be with your original phone.
If you're still unable to use your phone service, it may be your internet connection. Please see how you can troubleshoot an issue with your internet.
Check if your phone equipment is faulty
- Switch off all your phone equipment – including at the power points
- Wait 10 seconds, then switch them back on
- Plug one standard, working home phone into its connection point:
- For PSTN phone lines, use the phone socket
- For nbn® Fibre to the Premise on IP POTS, use the Uni-V port
- For all other connections, use the green phone port on the modem
Can I forward my calls to another number during an outage?
You can divert your home phone to your mobile whenever you want with our call forwarding guide.
Rather get in touch? Let's get you connected
Sign in to the My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more
Chat with us
If you don't use My Telstra, you can still chat with us online.
Multilingual support
If you'd like to speak with us in your preferred language, we've got you covered.