HOME PHONE TROUBLESHOOTING

There are several things that could “go wrong” with your phone

• No Dial tone
• Unfamiliar Dialtone

No Dial tone

Not having a dial tone could be due to several reasons:

1. the handset may not be hung up correctly
2. power disruptions
3. you may have faulty equipment connected to the telephone line. For example, a phone, fax, extension lead, burglar alarm.
4. power disruoptions
5. damaged cable going from your telephone to the wall socket

The best attempt to fix this problem is with an ‘isolation test’

1. Unplug ALL equipment from your phone line(s), such as cordless phones, modems, extension leads, double adaptors, answering machines and burglar alarms.
2. Leave equipment unplugged for at least 10 seconds.
3. Plug one phone back into one phone socket and test for dial tone:
   1. If you have a cordless phone, switch it off then back on, to reset the phone. Cordless handsets use rechargeable batteries, which may need replacing.
   2. If you have another phone socket on your premises, try testing for dial tone (using the same phone). Try the same phone in every socket.
   3. If you have another phone available, unplug the phone you are using and repeat the steps above. If the service is restored, one of your phones may be faulty and need replacing. Refer to Fault Service Charges for further information.

If this does not solve your problem, please contact us on 1300 300 324, 7 days a week.

Unfamiliar dial tone

Unfamilar dial tones are not always caused by faults. You may hear a different dial tone if you have:

• added a new phone feature to your line
• have a new message waiting for you on your Voice Mail

For suspected power disruptions, try resetting your equipment

Cordless phones, answering machines, faxes and modems require power supply and can be affected by lightning or power disruptions. Note: If the power is still off, these products will generally not operate.

1. Unplug ALL equipment from your phone line.
2. Reset the power for all electrically powered equipment (ie turn switch on and off).
3. If you have an AUSTAR decoder unit with an associated socket, unplug the cord between the decoder and the socket. Reinsert the cord and test for dial tone.

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Fault Charges

Depending on the cause of the fault, charges may apply if a Telstra technician visits your premise. Telstra will only fix faults to the network boundary in accordance with your telephone rental agreement. Any equipment beyond this point is “privately maintained” except for Telstra rental phones or Telstra-supplied disability equipment. If the technician determines the fault is with your privately maintained equipment (eg cordless/fixed phone, answering machine, modem, extension lead, double adaptor, burglar alarm) a Service Charge of $99 will apply which is passed onto you from Telstra.

(network boundary point diagram) http://www.telstra.com.au/phones/homeservices/faults_charges.htm

What are Telstra's obligations?

Telstra is responsible for maintaining its network up to the network boundary point.

The network boundary point is usually at:

• Your first phone socket; or
• If it exists, at the Main Distribution Frame.
  Most apartment blocks and office buildings have a Main Distribution Frame.

What are your obligations?

You are responsible for the installation and maintenance of all cabling and telephone equipment beyond the network boundary point.

Cabling installed incorrectly may result in phones, Internet and alarm systems not working properly.

Telstra charges a fee for any internal wiring problems past the network boundary, and we are happy to provide a quote. You may use Telstra or any cabler with an ACA licence.