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Questions about faults

 
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How do I determine if a fault is in my equipment or Telecom's network?

Firstly unplug all your own equipment from the Telecom line and then plug in only a Telecom telephone. If you experience no problems with a test call, your own equipment is probably faulty. Otherwise, call 125 to report the fault.

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I have an enquiry regarding my account. Can you help me?

Refer to understanding your bill for more information about your account. Call 126 for telephone accounts or 0800 651 000 (or *123 from your mobile phone) for mobile accounts and speak to a Business Sales and Service Representative. The Business Restoration Service is unable to assist with your account enquiries.

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I have no dial tone. What should I do before reporting a fault?

Check handsets on any extension telephones are hung up and, if available, try another telephone in the socket. If this does not restore dial tone or a Telecom rental telephone is proved faulty, call 125 to report the fault.

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I need assistance with Cellular Secretary and Executive Secretary. Can you help me?

Check out our Cellular Secretary and Executive Secretary user guides for information on using these handy services.

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My PABX is not maintained by Telecom. How do I know whether to call my PABX maintainer or Telecom when a fault occurs?

As a general rule, if a fault affects only one or a limited number of individual extensions, call your PABX maintainer. However, if the fault is impacting all or random extensions call 125 to report the fault.

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The number I am calling is always engaged. How do I find out if there is a fault on the line?

Call 0800 000 000 and follow the prompts to carry out your own test. You can not test lines for numbers on other local networks.

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