Please follow these steps to resolve your coverage issues:

1. Use the coverage checker to ensure you have sufficient coverage in your area.

2. Try powering your device off and on to resolve the issue.

3. Test your sim in another device to rule out device issues.

4. Test another SIM in your device to rule out SIM issues.

5. Check if anyone else in your house is experiencing the same issues.

If the issue persists, please contact us using the Message Us function for further support.

Visit our Billing Support page to see your bill explained. 

- If you are using a Mobile Broadband device with a SIM, please follow the Coverage FAQs above to resolve your connection issues.

-  If you are using Fixed Line Broadband, please follow these steps to resolve your connection issues:

1. Start by disconnecting the DSL line (the internet cable that connects from the socket to your modem) from the Network Terminal Unit socket in the wall (this is the main socket where the external line is coming into the house).

2. Next, remove the power lead from the back of the modem. 

3. Plug the DSL line back into the wall and put the power lead back into your modem and switch it on.

4. 3 green lights should come on one by one with the internet light being the last to show. 
    -  If the power light is still not green;

    1. Do you have another modem to try to rule out device issues?
    2. Have you tried plugging your router into a different location?

    -  If the WLAN light (the middle light on the modem) is still not green;
    1. Make sure the Wi-Fi is turned on by pressing the WLAN button on the side on the router

    -  If the Internet light is still not green;
    1. Make sure the power & WLAN light outlined above are green, this should enable internet connection and turn the internet light green.    

5. If issue persists, please use the ‘MESSAGE US’ function on this page for further support.

Please follow the steps below to resolve the issues:

1.  If you are having issues hearing the dial tone / hearing a caller on the line, make sure to adjust the volume on the device accordingly.

2. Check that your device/phone is plugged into the Network Terminating Unit (NTU) (this is the main socket where the external line is coming into the house)

3. Check that the cable is correctly connected to both the phone and the NTU.

4. Have you tried plugging another device into the NTU to rule out device issues?

5. Have you tried using a different telephone cable to rule out issues with the cable?

6. If issue persists, please use the ‘MESSAGE US’ function on this page for further support.

Visit our voicemail support page to find out how to set up your voicemail, how to divert calls and more.