Telephone Faults

To ensure speedy resultion, firstly establish whether the fault is with a normal Telstra (PSTN) line or an IP (Smartoffice) line.

Normal PSTN Telephone Line Fault Logging

1. For normal PSTN line faults, please provide the following information.
2. What is the telephone lessee name (whose name is the line in)?
3. What is the full telephone service number including area code?
4. Can you hear a dial tone?
5. Do you get a recorded message and what does it say?
6. Was there any storm activity prior to the fault occurring?
7. Have you performed an isolation test? (unplugged all other devices on the line)
8. Have you tried to use another telephone handset?
9. Do you have a monitored alarm, EFTPOS, DSL or Foxtel service on the faulty line?
10. When will you be home for a technician to visit?
11. What is your alternate contact other than the service you are reporting the fault on?

Once the fault is lodged, we will inform you the fault has been lodged into Telstra’s system and provide you with a fault ticket number, Telstra will give us a service restoration timeframe, usually 1 to 3 working days depending on the location and nature of the fault.  This timeframe may be extended by Telstra if a delay occurs outside of their control.

Download Call Forward Instructions. ------- Download Call Control Instructions.

Smartoffice IP Telephone Line Fault Logging

1. What part of the service are you experiencing difficulty with? Voice – Internet – VPN – All?
2. Are the lights on the router (larger blue device) on?
3. Are the ATA (smaller grey devise with corrugated top) on?
4. Has there been a power disturbance at the site?
5. Have you “Power-cycled” the router? (turned off and then turned back on)
6. Can you browse a web page?
7. Do you require call diversion during the outage? (please provide number).
   

Once the fault is lodged, we will inform you the fault has been lodged into AAPT’s system and provide you with a fault ticket number, AAPT will give us a service restoration timeframe, usually 24hours if it is an AAPT fault, and up to 3 days if it is a Telstra or Optus network fault.

Download CommPilot Manual.


ADSL Fault Logging