Trouble-shooting Matrix

As with any new service, you may encounter some questions or problems in the setting up of your device.

Our Trouble-shooting Matrix will help you solve the most common issues you may encounter: follow these simple instructions and your service will be running smoothly in no-time!

If the problem you're having is Poor Call Quality:

Poor call quality

  1. Plug your VoIP Adaptor to a different telephone handset – if call quality improves, your original handset was faulty
  2. Check if your Internet speed is fast enough: Run a network speed test at www.speedtest.net The result should be at least 512 kbps download and 128 kbps upload. If the result is lower, please consult your Internet Service Provider (ISP).
  3. Enable QoS (Quality of Service) by following the instructions in the following guides (only if you're using a Netgear or Linksys device): Netgear devices GuideLinksys SPA2102 Guide; Linksys SPA3102 Guide
If you're unable to make calls or you don't have a Dial Tone:

No Dial tone

  1. Power off your modem, router and VoIP adaptor for 2 minutes. After 2 minutes, power on your devices in sequence starting with the modem, then the router, then the VoIP Adaptor
  2. Plug your VoIP Adaptor to a different telephone handset – if dial tone appears, your original handset was faulty.
  3. Check your Internet connection is valid: Go to www.mynetfone.com.au - if you can't access our website, please contact your Internet Service Provider (ISP).
  4. Make sure your device is connected correctly: Find your device in the Manuals & Setup Guides section, and check that everything has been plugged in correctly.
If you're unable to receive calls:

Can't receive calls

  1. Make sure you have the telephone handset connected into the correct phone port.
  2. Make sure your device is connected correctly: Find your device in the Manuals & Setup Guides section, and check that everything has been plugged in correctly.
  3. Power off your modem, router and VoIP adaptor for 2 minutes. After 2 minutes, power on your devices in sequence starting with the modem, then the router, then the VoIP Adaptor.
  4. Check the ‘Divert to voicemail immediately’ option is not activated: Log into the MyAccount Portal, click on ‘My Voice Service’, select the ‘Follow me and Voicemail’ tab and change the option if necessary. Don't forget to update your changes before logging out.
If your Internet connection is not valid:

No Internet Connection

  1. Plug your computer directly into your modem, rather than the VoIP device. Then check your Internet connection is valid. Go to www.mynetfone.com.au - If you can't access our website, please contact your ISP.
  2. Power off your modem, router and VoIP adaptor for 2 minutes. After 2 minutes, power on your devices in sequence starting with the modem, then the router, then the VoIP Adaptor. Then please restart your computer.


Still having issues?

If you're the 'Do-It-Yourself' type, you can check our Frequently Asked Questions (FAQs) for an answer.

Want someone to talk you through it? Then contact us for support!