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How can I troubleshoot my landline phone?

If you're an Orcon customer using a traditional home phone line, the steps included in this guide will be able to help if you're experiencing problems with your home phone service. 

Orcon Genius customers, try this guide here instead.

  1. Check all the phones are on the hook and sitting correctly in the cradle - if you do find that a phone was off the hook then you should hang the receiver back into the cradle and check that the dial tone has been restored.
  2. Ensure that both the handset and the line cords are plugged in firmly. You may need to unplug and re-plug each phone to "reset" the dial tone.
  3. Conduct an isolation test:
    1. Disconnect all private equipment plugged into a jackpoint e.g. the phone, double adaptors, extension cords, fax machines, modems, Sky etc.
    2. Allow for at least 30 seconds to elapse to reset the line. Plug your phone in and test the line to see if the problem has gone.
    3. If the problem has disappeared, plug equipment back into jackpoints one at a time whilst checking the line after each new piece of equipment is plugged in. When the problem returns you will have identified the faulty equipment. Don’t forget to check all equipment.
    4. If the problem still exists, move to the next step.
  4. If you have only one telephone but more than one jackpoint try a test call from the other jackpoint. If the phone works it may be the first jackpoint that is faulty.
  5. If you have another telephone but only one jackpoint, try a test call from the other phone. If the second phone works it may the original phone that is faulty.
  6. If the fault still hasn’t been resolved, please contact us at https://www.orcon.net.nz/request_support.
  1. Make sure you don’t have call diversion/call forwarding active by picking up your phone and dialing *72
  2. If you have only one telephone but more than one jackpoint try a test call from the other jackpoint. If the phone works it may be the first jackpoint that is faulty.
  3. If you have another telephone but only one jackpoint, try a test call from the other phone. If the second phone works it may the original phone that is faulty.
  4. Check all of your cables are firmly connected
  5. Conduct an isolation test:
    1. Disconnect all private equipment plugged into a jackpoint e.g. the phone, double adaptors, extension cords, fax machines, modems, Sky etc.
    2. Allow for at least 30 seconds to elapse to reset the line. Plug your phone in and test the line to see if the problem has gone.
    3. If the problem has disappeared, plug equipment back into jackpoints one at a time whilst checking the line after each new piece of equipment is plugged in. When the problem returns you will have identified the faulty equipment. Don’t forget to check all equipment.
    4. If the problem still exists, move to the next step.
  6. If you’re using cordless phones, try unplugging the TV, microwave and your wireless modem. If the problem disappears, then your phone is suffering from interference. Consult your owner’s manual to find out how to change the cordless frequency or channel on your phone.
  7. If the problem still has not been resolved, please contact us at https://www.orcon.net.nz/request_support.

Is this affecting all calls or just mobile/national/international calls?

All calls:

  1. Check that all cables are firmly connected
  2. If you have only one telephone but more than one jackpoint try a test call from another jackpoint. If the phone works it may be the first jackpoint that is faulty.
  3. If you have another telephone but only one jackpoint, try a test call from the other phone. If the second phone works it may the original phone that is faulty.
  4. Can you hear a beeping noise when you first pick up the phone? You may have a voicemail you need to clear – see voicemail instructions here

Mobile/national/international calls:

There may be a restriction or lack of toll service on your line. Please contact us at https://www.orcon.net.nz/request_support and check with us.

Is the problem related to all incoming calls, or is it isolated to one telco/mobile/international calls?

All incoming calls:
  1. Please check all of your cables are firmly connected
  2. If you have only one telephone but more than one jackpoint try a test call from the other jackpoint. If the phone works it may be the first jackpoint that is faulty.
  3. If you have another telephone but only one jackpoint, try a test call from the other phone. If the second phone works it may the original phone that is faulty.
  4. Check all of your cables are firmly connected
  5. Conduct an isolation test:
    1. Disconnect all private equipment plugged into a jackpoint e.g. the phone, double adaptors, extension cords, fax machines, modems, Sky etc.
    2. Allow for at least 30 seconds to elapse to reset the line. Plug your phone in and test the line to see if the problem has gone.
    3. If the problem has disappeared, plug equipment back into jackpoints one at a time whilst checking the line after each new piece of equipment is plugged in. When the problem returns you will have identified the faulty equipment. Don’t forget to check all equipment.
    4. If the problem still exists, move to the next step.
  6. If you’re using cordless phones, try unplugging the TV, microwave and your wireless modem. If the problem disappears, then your phone is suffering from interference. Consult your owner’s manual to find out how to change the cordless frequency or channel.
  7. If the problem still has not been resolved, please contact us at https://www.orcon.net.nz/request_support.

One telco, mobile or international calls:

Please collect a few examples of the types of calls that aren’t coming through, taking note of the caller type and the phone number if possible.

Once you've collected your examples please contact us at https://www.orcon.net.nz/request_support and we will run some tests to establish what the problem is.