An isolation test must be performed before we will lodge the fault to Telstra. If a Telstra technician visits the site and confirms it was faulty equipment, you (the customer) will be charged for this service.

Check that the telephone is on the hook and sitting correctly in the cradle - if you find that the telephone was off the hook then place the receiver back into the cradle and check that the dial tone has been restored.

Ensure that both the handset and line cords are plugged in firmly. You may need to unplug and re-plug in each telephone to "reset" the dial tone.

Disconnect any private equipment that is plugged into the wall sockets e.g. double adaptors, extension cords, fax machines, Foxtel Digital, Monitored Alarm system and modems. Allow for at least five minutes to elapse to reset the line. Plug the equipment back into the socket one at a time whilst checking the line after each new piece of equipment is plugged in.

If you only have one telephone but more than one wall socket, try a test call from the other socket. If the telephone works then it may be the first socket that is faulty or internal wiring. If this is the case then you will need to report a fault to us. Charges may apply depending on location of the fault.

Please try another telephone handset but only one wall socket, try a test call from another telephone handset. If the second telephone handset works then it may be the original telephone handset that is faulty. If you pay handset maintenance then you will need to report a fault to BB Phones.

A standard Telstra handset may need to be borrowed from a friend and plugged into the line experiencing the fault – even fax lines.

If the borrowed handset works then the fault is with the original equipment and a new handset can be arranged for if you are paying handset maintenance. If the borrowed handset does not work then there is a possible line fault and this should be reported us for action.

For suspected power disruptions, try resetting your equipment.

Cordless phones, answering machines, faxes and modems require power supply and can be affected by lightning or power disruptions. Note: If the power is still off, these products will generally not operate.

Have you unplugged ALL equipment from your telephone line?

Reset the power for all electrically powered equipment (i.e. turn switch on and off).