If you can’t make calls using your 10mates Voice service, these steps will help you identify the issue.

10mates Voice is a VoIP phone service that works over the internet.

1. Is your phone service still new? We’ll send you and email and SMS when it’s ready to use.

   If you’re moving an existing phone number to 10mates: After your internet is connected, it can take up to 5 days to transfer your number. During this time you’ll be make calls using a temporary number, but you won’t get calls.

2. 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 our Network Status page.

3. Find your modem 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.
4. Make sure your phone has power.

   Wireless phones may have batteries that need to be recharged or replaced.

5. Turn off your modem’s power outlet for at least 5 minutes.
6. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can make a call.
   
7. Are you calling an International number? Make sure that the number is dialled correctly:

   – The country code should replace the first zero in a mobile number. For example, a London mobile number “07937123123” should be “+447937123123”.
   – If the first digit of the mobile number is not a zero, then just put the country code before the entire mobile number.

   Note: Calling cards which ask you to dial an access code before an international number will not work with nbn Home Phone & 10mates Voice services.

8. Are you calling a High Risk Destination? Calls to these countries are blocked by default.

   If you need to call a High Risk Destination, please call us on 1300 030 692.

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