How can I report a fault with my home phone line?
Customers who are living with anyone who has a diagnosed life-threatening medical condition with a high risk of rapid deterioration, and whose life may be at risk without access to a working telephone are advised to register for Priority Assistance®.
- Residential customers can contact us on 132203, free call from a Telstra mobile.
- Telstra Home Phone customers connected to the NBN please call 1800 834 273
- Telstra Business customers please call 132999.
- Telstra Enterprise and Government customers please contact your Customer Care team on 1800 730 053.
Otherwise you can also report your fault via our online form.
We also strongly recommend that you complete the 'Isolation Test' below prior to calling/completing our online form, as this will help speed up the repair of your service.
The Isolation Test
Before contacting us you can perform an 'Isolation Test' which will assist you in determining if your equipment is faulty or if the problem may be with the line. Here's how:
- Unplug ALL equipment from telephone sockets at the premises. This may include cordless phones, modems, extension leads, double adaptors, answering machines and burglar alarms. Anything that is connected to your telephone socket has the potential to disrupt or interfere with your telephone service.
- Leave equipment unplugged for at least 30 seconds.
- Plug one handset back into one telephone socket and test for a dial tone (preferably using a standard corded handset). If your handset has volume control, make sure to turn it up. Cordless handsets may not provide clear results during line testing.
- Follow the tests below:Cordless handsets: switch off then back on. Cordless handsets use rechargeable batteries, which may need replacing or recharging.If you have multiple telephone sockets: try testing for dial tone (using the same handset) in every socket. If the service is restored, you may have a problem with your internal wiring.If you have an ADSL service: check that you've fitted your ADSL filter correctly. This can cause a hissing noise or line disruption.
- If the service is restored, reconnect each piece of equipment on the first socket one by one. If the fault recurs it is likely caused by the piece of equipment.
If you were unable to determine the cause of the problem please leave only one handset (preferably a Telstra fixed phone as cordless phones may not provide clear results during line testing) and your ADSL modem (if applicable) plugged into the socket and contact us on the applicable number listed above.
Telstra Repairs & Faults is open seven days a week, 24 hours a day and remember to mention that you have conducted the Isolation Test.