Telephone Support

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Telephone Support

On this page you will find information and troubleshooting guides for the telephone services provided by VoIPex.

Feature Guides - click for more
Call Feature information

Here you will find guides on using the various included and paid for additional call features provided by VoIPex.

Report Fault - click to report fault
Telephone Fault Report

Here you will find a fault lodgement form for reporting telephone service faults to VoIPex.

Call Troubleshooting
Poor Call Quality

If when making a call or even just picking up the handset you experience any noises such as hissing, static, clicking, etc we recommend you do the following:

  1. First off disconnect all other devices that use your telephone line. This may include other telephones or fax machines, ADSL modems, ADSL filters, Pay TV services, Back to Base alarms, etc.
  2. Test the phone again and if the noise is still present continue to the next step. If the noise is gone, then one of the other devices is causing the noise on the line. In this case you need to connect each of the other devices one by one and then check the phone for noise each time untli you can identify the device causing the issue.
  3. If you only have a single telephone socket contact VoIPex support on 1300 797 743 and we will lodge a fault on your telephone service.
  4. If you have multiple telephone wall sockets connect your phone to each in turn. If the noise is still present on all of the other telephone outlets contact VoIPex support on 1300 797 743 and we will lodge a fault on your telephone service.
    If the noise is only present on one of the telephone wall outlets then you will need to arrange for a telephone technician to test the wall socket.
No Dial Tone

If when making a call or even just picking up the handset you do not hear a dial tone we recommend you do the following:

  1. First off disconnect all other devices that use your telephone line. This may include other telephones or fax machines, ADSL modems, ADSL filters, Pay TV services, Back to Base alarms, etc.
  2. Test the phone again and if there is still no dial tone continue to the next step. If the dial tone has returned, then one of the other devices is causing the issue. In this case you need to connect each of the other devices one by one and then check the phone for dial tone each time untli you can identify the device causing the issue.
  3. If you only have a single telephone socket contact VoIPex support on 1300 797 743 and we will lodge a fault on your telephone service.
  4. If you have multiple telephone wall sockets connect your phone to each in turn. If the dial tone is not present on all of the other telephone outlets contact VoIPex support on 1300 797 743 and we will lodge a fault on your telephone service.
    If the dial tone can be heard when connected to one of the other telephone wall outlets then you will need to arrange for a telephone technician to test the wall socket.