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Fix my Fibre landline

Find out how to troubleshoot your Fibre 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 the power light is green on your Fibre box and all cables are in place. For more information on how to set up your Fibre landline, go to Set up a Fibre landline

2. Check that the power, POTS or TEL lights are green. If not, switch the Fibre box (ONT) off for 10 minutes and switch it back on. If the lights on the Fibre box is green, pick up your landline and check for a dial tone.

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

3. Confirm the type of wiring you have at your property:

Integrated wiring (the phones at your property are plugged into the jackpoints)

  • Unplug your phone from the jackpoint and plug this directly to the Fibre box, check if you have a dial tone. 
  • If not try another phone if you have one. Pick up the phone and check for a dial tone.
  • If so, this means your Fibre landline is fine and there is an issue with your internal wiring. You’ll need to get in touch with your local electrician or contact get in touch with us. Contact us by Live Chat or book a call back
  • If not, continue to next step

No integrated wiring (the phone cable is plugged from your phone to the Fibre box (ONT).

  • Try another phone if you have one. Or test at another property to determine your phone is working. Pick up the phone and check for a dial tone
  • If so, great you’re back in business
  • If not, continue to next step

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

  • If your device is faulty, 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

1. 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

2. If you have Fibre landline feature packs, check to see call diversions or call waiting options. Go to Manage call features: Fibre / Wireless landline
Is your landline working?

Fibre landline is a digital service, the most likely cause of any noise on the line is likely to be caused by the phone or the internal wiring if integrated wiring is used.

1. Check your equipment is plugged in correctly. For more information on how to set up your Fibre landline, go to Set up a Fibre landline

2. Confirm the type of wiring you have at your property:

Integrated wiring (the phones at your property are plugged into the jackpoints)

  • Unplug your phone from the jackpoint and plug this directly to the Fibre box, check if you have a dial tone. 
  • If not try another phone if you have one. Pick up the phone and check for a dial tone.
  • If so, this means your Fibre landline is fine and there is an issue with your internal wiring. You’ll need to get in touch with your local electrician or contact get in touch with us. Contact us by Live Chat or book a call back
  • If not, continue to next step

No integrated wiring (the phone cable is plugged from your phone to the Fibre box (ONT).

  • Try another phone if you have one. Or test at another property to determine your phone is working. Pick up the phone and check for a dial tone
  • If so, great you’re back in business
  • If not, continue to next step

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

  • If your device is faulty, 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
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