My fixed office phone has no dial tone

If your Office Phone has no dial tone, it's important to identify whether the problem is caused by faulty equipment, wiring or a problem with the telephone line.

To eliminate the possibility of faulty equipment and/or handsets follow these steps:

Check if there is a known problem with the Optus Network in your area.

If we've posted a known problem and it relates to this issue - continue to monitor the service status for a resolution or further updates.

If you suspect that your issue is only partially caused by the listed problem or that it extends beyond the estimated time for rectification, continue to troubleshoot your service below.

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Unplug or disconnect all phones and any other equipment that is currently connected to your phone line/sockets. 

Equipment could be: cordless phones, extension cords, phone adaptors, double adaptors, answering machines, EFTPOS machines, printers, DSL filters, computers, dial up or DSL modems, back to base alarms, Pay TV boxes, etc.

Leave the equipment unplugged for approximately 30 seconds and then continue to the next step.

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Plug only a single handset into a socket and test for a dial tone. If you have more than one telephone socket in your house, use the same handset to test each socket for a dial tone.

If Your Service Starts Working Again

You've established that a piece of equipment you had connected to your phone socket was causing the problem. To identify the specific piece of equipment that is causing the issue you will need to:

  • Reconnect your equipment, one piece at a time.
  • Check if you have dial tone
  • Repeat for each piece of equipment

If you have no dial tone after connecting a piece of equipment - you have identified where the issue lies. Consult with the manufacturer of that equipment for a solution.

If Your Service Is Still Not Working

You've eliminated a potential conflict with your equipment, so the remaining areas to test are your handset and then your phone line as outlined in the next steps.

A Note About Cordless Handsets

Before continuing with testing, ensure the cordless handset is holding charge and the battery is not flat. Place the handset securely in the base station cradle to ensure the base station is 'registering' the handset.

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To test the handset, you will need access to an alternate (preferably non-cordless) working telephone. Once you have an alternate handset, plug in the alternative handset to the telephone socket and check for a dial tone.

If there is still no dial tone, you've eliminated your handset as a likely cause of the problem. The issue maybe a network and/or wiring fault, please continue to the next step.

No Alternate Handset?

Do you or anyone at the business have access to a handset from home that you can bring in for testing?

If you don't have an alternate handset but have access to an alternate working phone line (e.g. at home), try your handset with that line. If you have a dial tone on an alternate phone line, then you've eliminated your handset as the likely cause of the problem and the issue could be related to a network and/or wiring fault, please continue to the next step.

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If the above steps have not resolved the issue for you, please contact our Service Difficulties & Faults Team by selecting from the relevant options below. 

Keep in mind we may ask you to repeat some of these troubleshooting steps, so that we can check the diagnostic responses that come from the network.


Small Business
(1-5 services)

Please call us on 13 13 44 to troubleshoot your issue. Our Technical Support team are available 24x7 to assist in any way possible!

Medium Business
(6+ services)

Please call us on 13 33 43 to troubleshoot your issue. Our Technical Support team are available 24x7 to assist in any way possible!

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