From New Zealand Connections

Fixed Line (or PSTN) connections are usually considered one of the most reliable means of obtaining voice service. Unlike VoIP or a Mobile service, it is not dependent on having a working Internet connection or being in the right coverage area.

Many checks can be performed before calling your service provider.

Troubleshooting:

These can also be found in your White Pages, under Faults.

• Check each phone to see if it's on the hook and sitting correctly in the cradle and then check for a dial tone. Ensure that both the handset and the line cords are plugged in firmly.

• Disconnect all the equipment you have plugged into your jackpoints e.g. phones (including cordless phones), all broadband filters, double adaptors, extension cords, fax machines, modems, gaming equipment, St John alarms, and other equipment in external buildings e.g. garages. Wait for at least 20 seconds for the line to 'reset'. Then plug the equipment one at a time, starting with your phone (preferably a standard corded phone) checking the line for a dial tone between plugging in each piece of equipment.

• If you have only one phone but more than one jackpoint, try connecting your phone to another jackpoint. If the phone works, your original jackpoint may be faulty. Call* either Telecom, TelstraClear or your provider (whichever services your phone connection) to report the fault. Contact details can be found on the Phone troubleshooting page.

• If you have another phone but only one jackpoint, try plugging your other phone into the jackpoint. If this phone works it's likely the original phone is faulty.

• If you have Sky Digital, unplug your decoder from both the power socket and jackpoint. Wait for one minute before reconnecting.

• Have you installed any new equipment recently? Has it started since you've plugged that equipment in?

If you remove the device and the issue appears to have gone away, it is likely to be a device issue. This could be because it has been plugged in incorrectly, the cable could be faulty, or the device could be faulty.

• Have you ever got dial tone or a working phone service in this jack before? If you haven't it could be a jack fault.

If you're still experiencing problems, please contact* either Telecom, TelstraClear, or your provider whichever services your phone connection. Contact details can be found on the Phone troubleshooting page.

• * Note that if your service is with a wholesale provider such as Callplus/Slingshot, Vodafone, Orcon or any other provider, you'll need to call them. There may be a fee for getting your services working again. This will depend on what work may need to be done, if you have a wiring maintenance service and if it is covered by your wiring maintenance.

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