Check if there is a known problem with the Optus nbn network in your area.

If we've posted a known problem and it relates to this issue - continue to monitor the service status for a resolution or further updates.

If you suspect that your issue is only partially caused by the listed problem or that it extends beyond the estimated time for rectification, continue to troubleshoot your service below.

Back to Top

Unplug or disconnect all phones and any other equipment that is currently connected to your nbn modem either directly or indirectly.

Equipment could be: cordless phones, extension cords, phone adaptors, double adaptors, answering machines, EFTPOS machines, printers, computers etc.

Leave the equipment unplugged for approximately 30 seconds and then continue to the next step.

Back to Top

Plug only a single handset into a socket and test for a dial tone.

If your service starts working again

You've established that a piece of equipment you had connected to the modem was causing the problem. To identify the specific piece of equipment that is causing the issue you will need to:

1. Reconnect your equipment, one piece at a time
2. Check if you have dial tone each time
3. Repeat for each piece of equipment

If you have no dial tone after connecting a piece of equipment, you have identified where the issue lies. Consult with the manufacturer of that equipment for a solution.

If your service is still not working

You've eliminated a potential conflict with your equipment, the remaining areas to test are your handset and then your phone line as outlined in the next steps.

A note about cordless handsets

Before continuing with testing, ensure the cordless handset is holding charge and the battery is not flat. Place the handset securely in the base station cradle to ensure the base station is 'registering' the handset.

Back to Top

To test the handset, you will need access to an alternate (preferably non-cordless) working handset. Once you have an alternate handset, plug in the alternative handset to the modem phone socket and check for a dial tone.

If there is still no dial tone, you've eliminated your handset as a likely cause of the problem. The issue may be a network and / or wiring fault, please continue to the next step.

No alternate handset?

Do you have access to a handset from home that you can bring in for testing?

If you don't have an alternate handset but have access to an alternate working phone line (e.g. at home), try your handset with that line. If you have a dial tone on an alternate phone line, then you've eliminated your handset as the likely cause of the problem and the issue could be related to a network and / or modem fault, please continue to the next step.

Back to Top