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Fix my copper landline

Find out how to troubleshoot your copper (ADSL/VDSL) landline in the following scenarios.

Check the outages map

Is there an outage in your area that’s affecting your service?

  • If so, sit tight, our techs are onto it. You can regularly check the outage map for updates. Find out what Spark can do for you to help you stay connected. Learn more about Spark's connection promise
  • If not, continue to next step
What happens when you pick up the phone to make a call?

1. Check all the phones in your house have been hung up correctly.

2. Once you've done that, pick up one phone, check if you have a dial tone.

  • If so, great, you’re back in business.
  • If not, continue to next step.

3. Unplug everything from your jackpoint, especially any extension cords, double adapters or broadband filters.

4. Wait for 30 seconds and plug your phone back in directly to the jackpoint. Pick up the phone and check for a dial tone.

  • If so, you'll need to plug everything back in, one by one.
    Check to see if the dial tone remains after you plug the next item in. If one of the items stops the dial tone, there may be a problem with it. Do you have a dial tone after plugging everything back in?
    If so, great you’re back in business.
    If not, continue to next step.
  • If not, try on another jackpoint and/or phone. Continue to next step.

5. There's either a problem with the equipment, or another problem Spark needs to investigate.

  • Contact the company or store you purchased your phone, adapters or filters from.
  • You may need to update your equipment or ask for a replacement if they are still under warranty.
  • Contact us by Live Chat or book a call back

Check MySpark, or the Spark mobile app, to make sure you've paid your account. Is your account up to date?

  • If so, there must be another problem, so you'll need to get in touch. Contact us by Live Chat or book a call back
  • If not, you'll need to pay your bill. Select from the options available, visit Pay my bill

This usually means you've got a Call Waiting option on your landline.

  • Try hanging up and picking up the phone again to pick up the call
  • You can remove Call Waiting by dialing *52 before you make a call or during a call.
  • If you're having trouble, contact us by Live Chat or book a call back

You have a voicemail to listen to:

1. Unplug everything from the jackpoints, then wait for 30 seconds.

2. Plug a corded phone into the jackpoint. Don't use extension cords, double adapters or broadband filters. Do you still hear the static, crackling or humming?

  • If so, try another jackpoint or if possible, try your phone at another property/neighbours. If that doesn't work, get in touch contact us by Live Chat or book a call back
  • If not, continue to next step.

3. You'll need to plug everything back in, one by one.
Check to see if the static, crackling or humming remains after you plug the next item in. If one of the items you've plugged in makes the noise on the line, there may be a problem with it. Do you have a static, crackling or humming after plugging everything back in?

  • If not, great you’re back in business.
  • If so, continue to next step.

5. There's either a problem with the equipment, or another problem Spark needs to investigate.

  • Contact the company or store you purchased your phone, adapters or filters from. You may need to update your equipment or ask for a replacement if they are still under warranty.
  • Contact us by Live Chat or book a call back

If you hear ticking and you live in a rural area, electric fences may be the cause of the ticking noise on your phone line.

  • Try turning your electric fence off and test the phone line.
  • If the ticking continues, it could be your neighbour's fence or some vegetation touching the fence. Clear any vegetation away from the fence and if the problem persists, get in touch. Contact us by Live Chat or book a call back

1. Unplug everything from the jackpoints, then wait for 30 seconds.

2. Plug a corded phone into the jackpoint. Don't use extension cords, double adapters or broadband filters. Do you still hear the echo?

  • If so, try another jackpoint or another phone if possible. If that doesn't work, get in touch contact us by Live Chat or book a call back
  • If not, continue to next step.

3. You'll need to plug everything back in, one by one.
Check to see if the echo remains after you plug the next item in. If one of the items you've plugged in makes the echo on the line, there may be a problem with it. Do you have an echo after plugging everything back in?

  • If not, great you’re back in business.
  • If so, continue to next step.

5. There's either a problem with the equipment, or another problem Spark needs to investigate.

  • Contact the company or store you purchased your phone, adapters or filters from.
  • You may need to update your equipment or ask for a replacement if they are still under warranty.
  • Contact us by Live Chat or book a call back

This means there's a call diversion in place:

The number you're trying to call is either disconnected or it doesn't exist.

1. If you hear other people talking, you may be picking up someone else's phone line.

2. Try calling your phone line from a mobile. If your phone line rings, wait to see if someone else answers it.

3. If no one answers, unplug your phone from the jackpoint. Wait for 30 seconds. Plug a corded phone into the jackpoint. Don't use extension leads, double adapters or broadband filters. Do you still hear other people's voices on your phone line?

What happens when people try to call you?

1. Check the ringer volume on your telephone. If it’s too low, try turning it up, then try calling your landline from a mobile. Did it work?

  • If so, great, you’re back in business.
  • If not, continue to next step.

2. If you have Call Minder, check the ringing option is not set to zero rings.
See the Call Minder section on our Call Features page

Is your landline working now?

  • If so, great, you’re back in business.
  • If not, continue to next step.

3. Try unplugging everything from your jack points, except one phone. Next, try phoning your landline from a mobile. Did it work?

  • If so, great, you’re back in business.
  • If not, continue to next step.

4. Check MySpark, or the Spark mobile app, to make sure you've paid your account. Is your account up to date?

  • If so, there must be another problem, so you'll need to get in touch. Contact us by Live Chat or book a call back
  • If not, you'll need to pay your bill. Select from the options available, visit Pay my bill

1. If you have Call Minder, check the ringing option is not set to zero rings. See the Call Minder section on our Call Features page
There's a limit to the number of phones or faxes that you can connect to one phone line. You shouldn't plug more than five products into your phone line. Try unplugging a few. Then trying phoning your landline from a mobile, did it work?

  • If so, great, you’re back in business.
  • If not, continue to next step.

3. Try unplugging everything from your jackpoints, except one phone. Next, try phoning your landline from a mobile. Did it work?

  • If so, great, you’re back in business.
  • If not, continue to next step.

4. Check MySpark, or the Spark mobile app, to make sure you've paid your account. Is your account up to date?

  • If so, there must be another problem, so you'll need to get in touch. Contact us by Live Chat or book a call back
  • If not, you'll need to pay your bill. Select from the options available, visit Pay my bill

1. If you have Call Minder, check the ringing option is not set to zero rings. See the Call Minder section on our Call Features page
There's a limit to the number of phones or faxes that you can connect to one phone line. You shouldn't plug more than five products into your phone line. Try unplugging a few. Then trying phoning your landline from a mobile, did it work?

  • If so, great, you’re back in business.
  • If not, continue to next step.

3. Try unplugging everything from your jackpoints, except one phone. Next, try phoning your landline from a mobile. Did it work?

  • If so, great, you’re back in business.
  • If not, continue to next step.

4. Check MySpark, or the Spark mobile app, to make sure you've paid your account. Is your account up to date?

  • If so, there must be another problem, so you'll need to get in touch. Contact us by Live Chat or book a call back
  • If not, you'll need to pay your bill. Select from the options available, visit Pay my bill