If you can’t make or get calls on your nbn Home Phone service, 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 working? 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. Make sure your phone has power.Wireless phones may have batteries that need to be recharged or replaced.
4. 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 work when your phone is plugged into the nbn Connection Box but not 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.

   

5. Turn off your NCB’s power outlet for at least 5 minutes.

6. Turn the outlet back on and wait for your nbn modem’s Internet light to come on, then make a test call.
   

7. Still can’t make or get calls? Use another phone to call us on 1300 030 692 or contact us on our Live Chat and we’ll help you.