My line is not working

Broadband and VoIP Troubleshooting Guide

Step 1: Determine Device Type

• General Hardware Device (e.g., desk phone, router): If experiencing issues, try resetting the device.
• Mobile Smartphone: Check if you were able to make calls previously.
  • If No: You may need to contact the onboarding team for assistance.
  • If Yes: Move on to check for account changes.

Step 2: Check Account Changes

• If No Changes Were Made:

  1. Navigate to your Customer Portal.
  2. Check for a suspension notification or outstanding balance popupin the top right corner.
     • If it shows Suspended, resolve the issue listed in the suspension notice.
     • If it shows Active, continue to check connectivity by following the steps below.

• If Changes Were Made:

  1. Think about any recent changes you’ve made to your account (e.g., added features, updated call flows).
  2. If you’re unsure about the changes or if they seem to be causing problems, try resetting your account to default settings.
  3. Follow any setup instructions provided on the portal to reconfigure your account from scratch.

Broadband Troubleshooting Steps

1. Check Connections:

   • Ensure all cables (power, telephone, Ethernet) are securely connected to your router.

2. Master Socket:

   • Plug your router into the master socket. If you’re using standard sockets, ensure every phone socket has a microfilter.

3. Microfilters:

   • Double-check that microfilters are set up correctly. Avoid plugging two filters into each other.

4. Powercycle the Router:

   • Turn off your router and leave it off for 2 minutes before powering it back on.
   • For Fibre-to-the-Premises (FTTP), power down both the router and ONT box for 2 minutes, then power them back up.

5. Router Reset:

   • Press and hold the reset button on your router for 10 seconds to restore factory settings. Follow any instructions from your provider to set it up again.

6. Check Router Lights:

   • Look for the internet/broadband light. If it’s green but devices still can’t connect:
     • Disconnect your device from the Wi-Fi or router.
     • If using Wi-Fi, forget the network on your device and reconnect.

7. Test Wired Connection:

   • Connect your computer directly to the router using an Ethernet cable.
   • Run a speed test (www.speedtest.net) to check for performance issues.

8. Test Socket:

   • If you have a test socket, connect your router to it and run a speed test to rule out internal wiring problems.

9. FTTC Line Issues:

   • Remove any splitters or filters from the wall socket.
   • Plug an analog phone into the wall socket and check for line noise or a lack of dial tone (indicating a possible fault).

Additional Steps for VoIP Users

• Check Internet Speeds:

  • Run a speed test to confirm your speeds are within reason.
  • If speeds are fine, test your call capabilities:
    • If you can only receive calls (inbound), high traffic volumes may be the issue.
    • If you can’t make or receive calls, reboot your router/device.

• After Reboot:

  • Test again to see if the issue is resolved.
  • If not, contact your service provider for further support.

For further assistance, always refer to your provider’s customer support team.