Can't receive calls (Physical line)
Guide reference: HG-0147
Quote this reference if you contact us about this guide.
Approx. 1 min read
Fix incoming call problems. For Physical line customers. A
Don't worry when callers say they cannot reach you. Call divert, a handset left off the hook, silent ringers, or a line fault could be the cause.
Quick answer
Ask someone to call your home number while you listen beside the phone.
Step-by-step checks
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Ask someone to call your home number while you listen beside the phone.
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Check call divert is cancelled.
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Turn ringer volume up on all handsets.
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If callers hear engaged tone, restart the router and cordless bases, re-seat handsets.
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Plug the main phone directly into Phone1, not an extension.
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Repeat the test after the broadband light is green.
Still not working?
If you still cannot receive calls after these steps, report a fault online and say whether outgoing calls work.