NBN Help

Home phone not working after switching to NBN.

Since moving to NBN your landline phone has stopped working, has no dial tone, or calls drop out.

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Why this happens

Your phone adapter (ATA) is not set up correctly
The phone cable between the adapter and phone is wrong
Your ISP hasn't provisioned the voice service on your account
Your phone handset is faulty
VoIP call quality issues caused by network problems

How to fix it — step by step

1. Check the ATA lights
Your phone adapter (usually a small box from your ISP) should have a steady green or white light on the phone port. If it's red or off, the voice service isn't registered.
2. Check all cables
The phone connects to the ATA with an RJ11 (phone) cable, not an ethernet cable. Make sure it's plugged into the correct port on the ATA (often labelled 'Phone 1').
3. Restart the ATA
Unplug power from the ATA, wait 30 seconds, plug back in. Wait 2 minutes for it to register.
4. Test with a different phone handset
Plug a basic corded phone directly into the ATA. If that works, the problem is your original handset or cordless base station.
5. Contact your ISP
Voice service activation can be delayed or misconfigured. Your ISP can check your VoIP account status and reprovision it remotely.

Still having trouble?

If none of these steps resolve the problem, it may be an issue with your current provider. HIT Pacific offers transparent pricing, faster fault response, and local support.

See our plans