Noise & Static On Calls: Fixed Phone Troubleshooting

If you're experiencing noise on your phone line, the following steps can help identify the cause of the problem.

Step 1: Check the phone connection

Firstly, ensure that the phone is plugged securely into the wall socket.

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Step 2: Check the frequency of the noise

Does the noise occur intermittently or only when you contact a specific number? If this is the case then it is possible the issue is caused by a problem with the other person's service.

Please advise the person concerned that there may be noise occurring on their phone line.

If the noise is experienced on all your calls, move on to Step 3. 


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Step 3: Conduct an Isolation Test 

An 'Isolation Test' can determine if the problem is caused by an external piece of equipment plugged into the phone line. Unplug/disconnect all phones and other equipment connected to your phone line. This includes any additional phones, modems, internet filters, fax machines, extension cords, or Pay TV boxes.

Once you’ve removed all extra equipment, plug in one telephone (preferably a corded phone) and make a test call. Continue reattaching equipment to the phone line and test the line each time.

If you experience noise on the line after connecting a specific piece of equipment you have identified where the issue lies. Congratulations!

If the noise continues, move on to Step 4.

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Step 4: Check for damage to equipment 

Check for damage to the handset, buttons or cords. This may be causing noise on the line.

If the handset is damaged, Optus provides service assurance on Optus supplied handsets for those customers either paying the monthly handset charge or who have purchased the device that’s still under warranty, (12 months from the original purchase date). For further assistance, contact Technical Support on 13 13 44

Optus does not provide service assurance for handsets supplied by a 3rd party.

If your equipment is free of damage, move on to Step 5.

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Step 5: Further help

If you’ve followed the above troubleshooting steps and the noise / static is still present, please contact Technical Support on 13 13 44 from another phone service or a mobile so we can assist you further. Advise the technician of the troubleshooting you've completed.

Note. it may be necessary to repeat some of these steps while we test your service on the network.

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