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If you have a phone service which plugs into the
nbn
™
connection box’s
UNI-V port, please check the following:
Phone troubleshooting
Things to check
Resolution
Is your phone (or if applicable, home phone
wiring and wall sockets) connected to the correct
voice (UNI-V) port on the
nbn
™
connection box?
If you have only ordered one phone service,
then only one of the UNI-V ports on the
nbn
™
connection box will be activated.
Has the phone service ever worked?
If not, please contact your retail service provider
to enquire whether it has been activated correctly.
Is there a dial tone?
If not, contact your phone service provider for
assistance with checking if the service is activated
correctly & the phone is plugged into the right port.
If there is a dial tone but calls still don’t work, are
there any other tones or noises on the line that
suggest the phone service isn’t working normally?
These may suggest electrical interference or a
fault. Contact your service provider for assistance.
If you have been plugging your phone in to an
existing wall socket, does it work if you unplug
it and plug it in to the voice (UNI-V) port of the
nbn
™
connection box?
If so, you may need to get a registered cabler
to connect your wall socket wiring to the
nbn
™
connection box.
If you are using a phone extension cord, have
you tried removing the phone extension cord
and plugging the phone in directly to the voice
(UNI-V) port of the
nbn
™
connection box?
The extension cord may be faulty.
If it still doesn’t work, have you tried plugging
a different phone (including a different phone
cord) in to the
nbn
™
connection box?
The handset may be faulty.
Internet troubleshooting
Things to check
Resolution
Has the broadband service ever worked?
If not, please contact your service provider to
enquire whether the service has been activated
correctly.
Is your equipment plugged in to the right UNI-D
port on the
nbn
™
connection box?
If you have only ordered one broadband service,
only one UNI-D port will be activated on the
nbn
™
connection box.
Have you tried turning the equipment you have
plugged in to the
nbn
™
connection box off and on?
Sometimes equipment like wireless routers may
have stopped working and this can be resolved by
turning the power off and on.
Have you tried using another Ethernet cable
between the
nbn
™
connection box and your
equipment?
It’s possible the Ethernet cable is faulty and is not
connecting your equipment properly to the
nbn
™
connection box.
If you are using a wireless router, have you tried
testing the service over the
nbn
™
network by
connecting a laptop or desktop PC to the correct
UNI-D port on the
nbn
™
connection box directly
via an Ethernet cable?
This will help you identify whether the
nbn
™
network service itself is not working or whether
it’s a problem with something else like your router.
If your phone or broadband still does not work,
contact your service provider for assistance.
