Learn about the homeline troubleshooting procedure and the checks you can perform which may resolve your services. 

Isolation Testing

Isolation testing can help identify the possible cause for your homeline issue. Performing this test helps avoid potential Chorus technician call out charges where the fault is caused by your equipment.

• Services on ADSL or VDSL
  1. Unplug all phones, modems, filters or any other devices from all jackpoints in your home. Some monitored home alarms may be automatically triggered if they're unplugged, so it might be a good idea to get in touch with your alarm provider first, to let them know what's going on.

  2. Take your phone to a jackpoint in your home and plug it in. Test the phone directly plugged into your jackpoint without the use of a filter by making and receiving phone calls.

  3. If your homeline issue is successfully resolved: this means that your other devices or equipment are the reason behind your loss of service. Plug your equipment back in piece by piece, checking the connection each time. When the problem returns you have discovered the faulty piece of equipment. 

  If your homeline issue persists: the problem may lie with your jackpoint, phone cable or the phone handset itself. Try another phone cable and if that doesn’t work, try the other jackpoints in your home, testing the connection each time.

  4. Lastly, we recommend running through steps 2 and 3 with another phone, to rule out your existing phone as being faulty. 

• Homeline Services on Fibre using Modem
  1. Unplug your telephone handset from the modem Telephone port (this is normally the 'Telephone 1' port) on the back of your modem. 

  2. Factory reset your modem by taking a pin to press and hold the tiny Reset button on the back of the modem. Hold this down for 5-10 seconds until the lights on your modem go off. Release the button and your modem will begin to restart.

  3. Once your modem is back on wait 10 minutes and then test your telephone handset in the modem Telephone port you were previously using (normally the Telephone 1 port).

• Homeline Services on Fibre using Jackpoint
  1. Unplug your grey telephone cable from the modem Telephone port (this is normally the 'Telephone 1' port) on the back of your modem. 

  2. Factory reset your modem by taking a pin to press and hold the tiny Reset button on the back of the modem. Hold this down for 5-10 seconds until the lights on your modem go off. Release the button and your modem will begin to restart.

  3. Once your modem is back on, wait 10 minutes and then plug the grey telephone cable in the modem Telephone port you were previously using (normally the Telephone 1 port).

  4. If you find your telephone handsets are still not operating from the jackpoints. We recommend testing your telephone directly in the modem Telephone port where the grey telephone cable was originally plugged in. 

  5. In the event that your handset operates when plugged directly into the modem, this would indicate that your internal wiring or phone jackpoint is faulty. If the telephone doesn't work from modem either, please contact our team for further investigation.

What should I do now?

If you find that you’ve performed all these steps, and you haven’t found a possible cause for your broadband issue, contact our team. We will complete some final checks with you before reporting a fault