We are very sorry to hear your Service isn’t working normally. What we can do to resolve this issue, is to log a Fault for you. This process is only applicable for copper (PTSN) Home Phone Services.
Before we submit a Fault for you, we do need to advise you of some important info. We would recommend that an Isolation Test is completed to avoid any possible Incorrect Call Out Fee charges from occurring.
An Isolation test is pretty simple to complete, you will just need to unplug all equipment from all the phone sockets in the premises - including line filters, modems, and faxes.
Leave everything unplugged for 5 minutes then plug in a single CORDED handset if one is available. If you don’t have one, we would suggest trying your cordless handset on a working line, such as your neighbour’s or a friend.
If you’re unable to test your phone(s) on another line, that’s ok, we can still log the fault for you.
An Incorrect Call Out Fee will apply if a technician attends and finds the fault is with your equipment and not on the line, the minimum charge for this is $135.00, which is why we recommend testing your equipment.
We will let you know if an appointment is required for a technician to attend.
We understand it can be very frustrating being unable to use your Landline properly and that is why we offer a Diversion from your Fixed Line Service to a Mobile Service.
If you would like a diversion in place we can add this to your service, you will just need to confirm which phone number you would like the Service to be Diverted and that you are aware that all Diverted Calls will be charged on your account as Fixed to Mobile calls.
We are more than happy to assess your account for applicable credits once the Fault has been resolved.
Our commitment is to have your Service fully restored and working within 3 business days. Can you please confirm your best Alternate Contact number such as a Mobile Number so that we may contact you once we have received any updates in relation to your Fault and so that we can inform you if anything changes.