If your nbn Home Phone is having call dropouts, it means your calls will disconnect unexpectedly. These steps will help you identify the issue.

nbn Home Phone is a VoIP phone service that works over the internet.

Note: This product was only available to select nbn FTTP customers as of 23 August 2017. It is no longer sold as of 23 May 2024.

1. Is your internet dropping out? Your phone service can’t work without internet.

   You can check your address for an internet outage or planned maintenance on nbn®’s Network status and outages page and our Network Status page.

2. Find your nbn Connection Box (NCB) and make sure your phone and all cables are plugged in securely and not damaged.

   You’ll need to replace any broken or chewed cables. If your phone is damaged, please replace it or contact the seller for a warranty claim.

3. Are you using a wireless phone? Make sure that your phone’s battery is charged, and that you’re staying within range of the phone’s base station during the call.

4. Does your antivirus/anti-malware software use a firewall? Temporarily disable the firewall and make a test call. If the dropouts stop, then the firewall may be blocking the internet traffic for your VoIP phone calls.

   Contact your software’s Customer Support if you need help to disable a firewall, or changing your firewall settings to allow VoIP calls.

5. Does your home have smart wiring? Some homes have smart wiring, where you’ll have Ethernet sockets on the wall near your NCB, and in other rooms of your home.

   If your phone is plugged in via smart wiring, unplug it and plug it directly into your NCB’s UNI-V1 port, then make a test call.

   Note: If your nbn Home Phone is already set up to use the UNI-V2 port, use that port instead.

   If calls are fine when your phone is plugged into the nbn Connection Box but they drop out when it’s plugged in via smart wiring, there may be a problem with your smart wiring that needs to be repaired by an ACMA-licensed electrician.

   

6. Still getting call dropouts? Use another phone to call us on 1300 030 692 or contact us on our Live Chat and we’ll help you.