Can't receive calls (Physical line)
Guide reference: HG-0146
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
Ask someone to call your home number while you listen beside the phone.
Check call divert is cancelled.
Turn ringer volume up on all handsets.
If callers hear engaged tone, restart the router and cordless bases, re-seat handsets.
Plug the main phone directly into Phone1, not an extension.
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.