I’m unable to use other services that require connection to my phone line (For example: telephone/fax machine) and remain connected to my Broadband service
If you are unable to make a phone call or use other equipment that require a connection to the phone line and remain connected to your Broadband service please check the following:
- Turn your computer and modem off and then turn the devices back on (your modem needs to be powered off for a minimum of 30 seconds). Attempt to connect to the Internet. Once you are connected use a second device on your line to see if your Broadband service is interrupted.
- Ensure your equipment is plugged in correctly as per the Quick Start Guide. For a copy of the guides please click here.
- Make sure you have not placed your modem in a location where electronic interferences can take place. E.g. next to a cordless phone or microwave.
- Unplug all equipment connected to the phone line (for example: fax machines, alarm and security systems, calling number display devices) and connect only your Broadband modem so the Broadband connection has the sole use of the line. Attempt to connect to the internet and monitor the connection while just the modem is connected to see if there are interruptions to your connection.
- If you have a stable connection; you may have faulty equipment connected to the line which is interfering with your Broadband connection (For example: extension cords, double adapters, inline filters, phones, fax machines, alarm systems, EFTPOS machines or a Foxtel box). We recommend you isolate each piece of equipment to find which device is disconnecting your internet when its in use. Make sure every piece of equipment is connected to a filter or splitter if required. If you have multiple devices connected to the line we recommend you have a licensed technician install your equipment.
- If you can’t hold a steady connection when no other equipment is connected to the line and you have rebooted the device please contact Customer Service on 1300881778 for further troubleshooting.