Depending on the problem there are a few things you can try.

First, let's check for any known outages in your area.

If there are no known outages in your area, what problem are you experiencing?

Check all the handsets in your house have been hung up. If you have phones in your garage or sleep out remember to check these are hung up too.

Now you know all the phones are hung up, is there a dial tone when you pick up the phone?

  • Yes
     
    Congratulations! You've fixed it!
     
  • No
     
    Unplug everything you have connected to a jackpoint, wait for 30 seconds.
    Start by plugging one standard phone (not a cordless) into the jackpoint without any extension leads, double adapters or broadband filters attachted.
    Sometimes non-standard phones cause problems. If you don't have a standard phone, try borrowing one from a neighbour.
     
    With only the standard phone plugged in, do you hear a dial tone?
     
    • Yes
       
      Fantastic! Now lets start plugging in your other equipment one by one checking each time to see if there is a dial tone.
      This way we can identify if a particular piece of equipment is causing a problem or if its likely to be wiring.
       
      Did the equipment cause a problem?
       
      • Yes
         
        The may be a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
         
      • No
         
        If you continue to have trouble please get in touch.
         
    • No
       
      If you continue to have trouble please get in touch.

What type of noise do you hear on the phone?

The most common tones you hear are

  • Disconnected tone - constant beeping
  • Call Waiting - four long beeps
  • Call Minder - four short beeps when you pick up the phone

What tone do you hear?

  • Disconnected tone

    A common cause for hearing this tone is that your line has been disconnected until you pay your account.
     
    Is your account up to date?
     
    • Yes
       
      If you continue to have trouble please get in touch.

    • No
       
      See our payment options for ways to pay your bill.
      To arrange for your line to be reconnected, call 128. (If you have made a payment, please have your receipt number and payment amount)
      Please note: A reconnection fee may apply, this will be discussed when you call.
       
    • Call Waiting tone
       
      The Call Waiting tone means you have another caller.
       
      Would you like to keep Call Waiting?
       
      • Yes
         
        Have a look at the Call Waiting - User Guide to get the most of the service.
         
      • No
         
        To remove Call Minder call 123 or fill in this form.
         
    • Call Minder tone
       
      If you hear a series of 4 short beeps, you have a new voice message to listen to.
      Check your voicemail for new messages. After you have listened to your messages, it take can take at least 30 seconds to clear 4 short beeps.
       
      Do you still hear 4 short beeps when you pick up the phone?
       
      • Yes
         
        If you continue to have trouble please get in touch.
         
    • No tone
       
      Please see the tab for No Dial Tone.

  1. Unplug everything you have connected to your jackpoints
  2. Wait for 30 seconds
  3. Plug in a standard phone (not a cordless) into the jackpoint without any extension leads, double adapters or broadband filters attachted

Sometimes non-standard phones cause problems. If you don't have a standard phone, try borrowing one from a neighbour.

Can you hear any noise when you pick up the phone?

  • Yes
     
    Try plugging in that same standard phone to another jackpoint. This will tell us if its the phone or the jackpoint.
    It is important to do this test because if a service technician is required to investigate and the fault is found with the equipment there will be a charge of $139.45.

    Do you have another jackpoint?
     
    • Yes
       
      Connect your phone into a different jackpoint
       
      Can you hear any noise when you pick up the phone?
       
      • Yes
         
        If you continue to have trouble please get in touch.
         
      • No
         
        The maybe a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
         
    • No
       
      Try connecting your phone to a jackpoint at another property with a connected phone line.

      Do you hear any noise when you pick up the phone?
       
      • Yes
         
        If you continue to have trouble please get in touch.

      • No
         
        The maybe a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
         
  • No
     
    Fanastic! Try plugging in your devices one by one checking each time to see if you can hear noise on the line.
     
    Did you find the device was causing the fault?
     
    • Yes
       
      If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
       
    • No
       
      Monitor your line, if you continue to have trouble please get in touch.

In most rural areas, electric fences would be the common cause for the ticking on the line.

Try switching off your electric fence and testing the phone line. If you are still able to hear the ticking on the line, contact your electric fence manufacturer for more help.

Check out these websites for more information on maintaining electric fences

  1. Unplug everything you have connected to a jackpoint.
  2. Wait for 30 seconds.
  3. Start by plugging one standard phone (not a cordless) into the jackpoint without any extension leads, double adapters or broadband filters attachted.

Sometimes non-standard phones cause problems. If you don't have a standard phone, try borrowing one from a neighbour.

With only the standard phone plugged in, do you hear an echo?

  • Yes
     
    Lets isolate your equipment by using different phone on the same jackpoint. This will eliminate your equipment causing the fault.

    If a service technician is required to investigate and the fault is found with your equipment there will be a charge of $139.45

    Do you have another phone you can try connecting that to the same jackpoint?
     
    • Yes
       
      Connect the other phone into the same jackpoint.
       
      Can you hear an echo when you picked up the phone?
       
      • Yes
         
        Connect your phone into a different jackpoint

        Can you hear an echo when you picked up the phone?
         
        • Yes
           
          If you continue to have trouble please get in touch.
           
        • No
           
          If you continue to have trouble please get in touch.
           
      • No
         
        There may be a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
         
    • No
       
      If you are able try borrowing one from a neighbour. and repeating these steps.
      At this stage you could call us for a service technician but if the fault is found with your equipment there will be a charge of $139.45
  • No
     
    Fantastic! Now lets start plugging in your other equipment one by one checking each time to see if there is a dial tone.
     
    This way we can identify if a particular piece of equipment is causing a problem or if its likely to be wiring.
     
    Did the equipment cause a problem?
     
    • Yes
       
      Congratulations! You've fixed it!
       
    • No
       
      If you continue to have trouble please get in touch.

There a 2 types of ringing sounds:

  • Normal Ringing
  • Long short long - this is when you have Call Diversion activated on your line.

Which ringing sound can you hear?

  • Normal Ringing sound
     
    Unplug everything you have connected to a jackpoint, wait for 30 seconds.
     
    Start by plugging one standard phone (not a cordless) into the jackpoint without any extension leads, double adapters or broadband filters attachted.
     
    Sometimes non-standard phones cause problems. If you don't have a standard phone, try borrowing one from a neighbour.
     
    Can you hear a ringing tone when you pick up the phone?
     
    • Yes
       
      Lets isolate your equipment by using different phone on the same jackpoint. This will eliminate your equipment causing the fault.
       
      If a service technician is required to investigate and the fault is found with your equipment there will be a charge of $82.20
       
      Do you have another phone you can try connecting that to the same jackpoint?
       
      • Yes
         
        Connect your other phone in to the same jackpoint.
         
        Is there still noise on the line?
         
        • Yes
           
          Connect your phone into a different jackpoint
           
          Is there still a ringing tone when you pick up the phone?
           
          • Yes
             
            If you continue to have trouble please get in touch.
             
          • No
             
            If you continue to have trouble please get in touch.
             
        • No
           
          There may be a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
      • No

        If you are able try borrowing one from a neighbour. and repeating these steps.
        At this stage you could call us for a service technician but if the fault is found with your equipment there will be a charge of $139.45
    • No
       
      Fanastic! Try plugging in your devices one by one checking each time to see if you can hear a ringing tone on the line.
       
      Was it your device causing the fault?
       
      • Yes
         
        There may be a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
         
      • No
         
        Monitor your line and if you continue to have trouble please get in touch.
         
  • Long short long sound
     
    Deactivate your call diversion
     
    Can you hear a dial done when you pick up the phone?
     
    • Yes
       
      Congratulations! You've fixed it!
       
    • No
       
      If you continue to have trouble please get in touch.

When you pick up the phone, do you hear a recorded message or do you hear people talking?

  • Recorded message
     
    Please see the section above for Ringing.
     
  • People talking
     
    Your line is maybe crossed with another person's line.
     
    Do you know the number your line is crossed with?
     
    • Yes
       
      If you continue to have trouble please get in touch.
       
    • No
       
      1. Unplug everything you have connect to a jackpoint
      2. Wait for 30 seconds.
      3. Start by plugging one standard phone (not a cordless) into the jackpoint without any extension leades, double adapters or broadband filters attachted.

      Try calling your phone line from a mobile, do you hear your phone line ringing?
       
      • Yes
         
        Wait to see if your call is answered by another person.

        • Does some else answer your call?

          • Yes

            If you continue to have trouble please get in touch.

          • No

            Can you hear other people talking when you pick up the phone?
             
            • Yes
               
              If you continue to have trouble please get in touch.
               
            • No
               
              Monitor your line, if you continue to have trouble please get in touch.
               
      • No
         
        If you continue to have trouble please get in touch.

  1. Unplug everything you have connected to a jackpoint.
  2. Wait for 30 seconds.
  3. Try calling your phone line from your mobile phone with everything unplugged, this will eliminate your equipment causing the problem.

Does the phone ring once and hang up?

  • Yes
     
    If you continue to have trouble please get in touch.
     
  • No
     
    Plug one standard phone (not a cordless) into the jackpoint without any extension leads, double adapters or broadband filters attached.
     
    Sometimes non-standard phones cause problems. If you don't have a standard phone, try borrowing one from a neighbour.
     
    With only the standard phone plugged in, did you hear the phone ring once and hang up?
     
    • Yes
       
      Do you have another standard phone to test with?
       
      • Yes
         
        Plug in your other phone into the same jackpoint, wait for 30 seconds.
        Try calling your phone line from your mobile.
         
        Do you hear the phone ring once and hang up?
         
        • Yes
           
          If you continue to have trouble please get in touch.

        • No
           
          There may be a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
           
      • No
         
        Connect your standard phone into a different jackpoint, wait for 30 seconds.
        Call your phone line from your mobile.
         
        Do you hear the phone ring once and hang up?
         
        • Yes
           
          The could be a problem with the either your equipment or the wiring.
           
          You have 2 options:
          * If a technician is booked to inspect your line and the fault lies with your equipment you will be charged $139.45 for the call out fee.
          * Look at seeing if there is another standard phone that you can borrow to see if its your equipment causing the problem.
           
          Would you like a technician to come out and look at your line?
           
          • Yes
             
            If you continue to have trouble please get in touch.
             
          • No
             
            If you continue to have trouble please get in touch.
             
        • No
           
          If you continue to have trouble please get in touch.
           
    • No
       
      Fantastic! Now lets plug in another phone into a different jackpoint, calling your landline eachtime from you mobile.
       
      This way we can identify if a particular piece of equipment is causing a problem or if its likely to be wiring.
       
      Did the equipment cause a problem?

      • Yes
         
        The may be a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
         
      • No
         
        Monitor your line, if you continue to have trouble please get in touch.

Unplug everything you have connected to a jackpoint, wait for 30 seconds.

Start by plugging one standard phone (not a cordless) into the jackpoint without any extension leads, double adapters or broadband filters attached.

Sometimes non-standard phones cause problems. If you don't have a standard phone, try borrowing one from a neighbour.

When you call your phone line, do you hear an engaged tone?

  • Yes
     
    Do you have another phone to plug into the jackpoint?
     
    • Yes
       
      Connect the other standard phone to the jackpoint, wait 30 seconds.
      Call your landline from your mobile.
      Is your phone line still engaged?
       
    • No
       
      Plug the standard phone into a different jackpoint, wait for 30 seconds.
      Try calling your phone line from your mobile.
      Is your phone line still engaged?
       
      • Yes
         
        The could be a problem with the either your equipment or the wiring.
         
        You have 2 options:
         
        * If a technician is booked to inspect your line and the fault lies with your equipment you will be charged $139.45 for the call out fee.
        * Look at seeing if there is another standard phone that you can borrow to see if its your equipment causing the problem.
         
        Would you like a technician to come out and look at your line?
         
        • Yes
           
          If you are still experiencing problems with the new standard phone plugged in.

          If you continue to have trouble please get in touch.
           
      • No
         
        The maybe a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
         
  • No
     
    Fanastic! Try plugging in your devices one by one checking each time to see if your phone line is still engaged each time you call from your mobile phone.
     
    This way we can identify if a particular piece of equipment is causing a problem or if its likely to be wiring.
     
    Did the equipment cause a problem?
     
    • Yes
       
      The maybe a problem with the equipment. If it is under warranty you may wish to contact the company you purchased it from. Alternatively visit Spark.co.nz to view equipment options.
       
    • No
       
      Monitor your line, If you continue to have trouble please get in touch.
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