Line Faults – Phone & ADSL

Customer's responsibilities prior to reporting a Telephone Fault

Telephone Isolation Test

How to conduct a telephone line isolation test:

• Check all the phones are on the hook and sitting correctly in the cradle - if you find a phone off the hook, hang the receiver back into the cradle and check that the dial tone has been restored
• Ensure that both handset and the line cords are plugged in firmly. You may need to unplug and re-plug each phone to "reset" the dial tone.
• Disconnect all private equipment that are plugged into jack points e.g. double adaptors, extension cords, fax machines, modems etc. Allow for at least 30 seconds to elapse to reset the line.
• Now Plug equipment back into jack points one at a time whilst checking the line after each new piece of equipment is plugged in.
• If you only have one telephone with more than one jack point, try a test call from the other jack point. If the phone works then it may be the first jack point that is faulty. If this is the case then you will need to report a fault.
• If you have another telephone and only one jack point, try a test call from the other phone. If the second phone works it may be the original phone that is faulty.
• If your faulty phone is a hired handset and you are paying handset maintenance, then you will need to report a fault.
  
  Note:

1. You must complete an isolation test before the fault is reported to 05Communication.
2. The socket(s) need to be left empty for a few minutes.
3. A standard Telstra handset needs to be borrowed 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 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 to 05Communication.

For suspected power disruptions, try resetting your equipment.

PCordless 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.

1. Unplug ALL equipment from your phone line.
2. Reset the power for all electrically powered equipment (i.e. turn switch on and off).

You must complete the isolation test.

If the technician visits the site and confirms the problem is faulty equipment, 05Communication will be charged a fee for the service(Incorrect Callout Fee) plus any additional Labour Charges and this fee will be oncharged to your account

Customer's responsibilities prior to reporting an ADSL Fault

STEP 1- Confirm the service number.

If you have more than one phone line, ensure your ADSL is connected to the correct line.

Note:

ADSL will only work on the service number that has been activated for ADSL.
Sometimes the customer may plug their ADSL modem into the wrong number, or the wrong number may have been activated -
check your own records and, if necessary, call 05Communications to verify what number has been configured for ADSL.

• If the number the customer has provided is incorrect, instruct them to plug the ADSL modem into the correct line.
• If the number is correct, continue below.

STEP 2- Check for dial tone / working service.

• check for dial tone on the ADSL line.
• If the ADSL line is a dedicated ADSL service, ie. not used for telephony, check for dial tone and whether they can make an outbound call using a working phone.
  Note: ADSL will not work on an INACTIVE or CANCELLED service.
• If dial tone is NOT present and an outbound call cannot be made, contact their telephony service provider.
  If the service has a dial tone or not, continue below your fault rectification process
  

STEP 3- Check Telephone Cabling/Extension leads/Double Adapters/Alarms/Filters.

• check that the ADSL modem line cable is plugged securely into the phone socket (that has ADSL) and that the ADSL modem line cable has suffered no damage.
• Check that there are no extension leads or double adapters on the ADSL line at any point in the premises.
  Note: Any cable that was not installed by a certified installer or is longer than 2-3 metres is considered an extension cable.
• If these devices are in use, remove them for testing purposes.
• The ADSL modem should be connected directly to the phone socket with the original ADSL modem line cable.
  

Step 4. Do you have a back to base burglar alarm associated with the DSL service?

• If there is a ‘back to base' burglar alarm there is a requirement for a central filter.
• Do not log a fault until a central filter has been installed.
• Ask the end user if they have any sort of burglar alarm attached to the phone line, not just a back to base alarm, as many alarms ring the user's mobile and are not considered to be "monitored".
  If there is no Back to Base Alarm or a Central Filter is deployed continue below.
  

Step 5. Are there any unfiltered CPE if a central splitter is not being used?

• Unfiltered CPE can prevent modem synchronisation. A filter must be connected correctly on every terminating point associated with FNN associated with the DSL L2/3 Service.
• It is suggested particular attention be given to wall phones cordless phones and Foxtel Digital units.

Note: A customer may only filter a maximum of THREE other telephony devices on the same line (this is four total devices including the ADSL Modem )

If a customer has four or more telephony devices it is recommended the customer advises the end user to arrange to install a central filter.

• If there were no other devices, or the inline filtering was correct, or a central filter has been installed, and there is still no ADSL modem line sync, continue below.

Step 6. Isolation test.

• Disconnect all other devices eg. phones, faxes, extension cords/cabling, double adaptors and other modem devices (eg. Digital Foxtel) on the same phone line used by the ADSL modem.
• If the end user has not placed a filter (inline filter) associated with the phone socket or central filter on the phone they are speaking on, then this situation is to be rectified or no fault reported to 05Communications. If there is extension cords and/or third party double adapters, the end user will need to remove all these items and continue the fault process.
• 
  Note: It is important to check for hard-wired devices across the line such as telephone key systems, alarm systems, medical alert devices, external bells and other call alert devices.
• After the isolation test is completed in the premises where there are multiple phone sockets associated with the service the end user is asked to take their modem and check for sync on each phone socket.
• 
  If the isolation test has been done and there is still no ADSL modem line sync, continue below.
  

Step 7. The ADSL modem.

• 
  Turn off the ADSL modem for a minimum of 20 seconds. Switch on the modem. Wait for the DSL Light to return to solid green.
• Ensure you leave your modem powered up and in sync for further testing.

If the ADSL modem line sync does not return, continue below

Step 8. Report the fault to 05Communication.

• Once all troubleshooting procedures have been exhausted and the problem lies outside of the customer's premises, the issue can be reported to 05Communication.
  

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