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teleMates Australian Telecommunication Service Provider
Home/Business Phone Fault Support

Fixed Wire PSTN Online Support Information
If you are viewing this section of the website you obviously have a fault on your phone service. This guide is designed to assist you to rectify your issue as quickly as possible so that you can concentrate on the more important things in life!

Before you call teleMates we ask that you follow the following Isolation check procedure below. An isolation test determines if there is a fault with your phone equipment or with the actual telephone line. Over 50% of faults reported are resolved by checking with an isolation test.

Isolation Test:
1.Do you have the following connected to the telephone line?

    • Single Telephone Handset
    • Multiple Telephone Handsets, Fax Machines, Alarm Systems and Computers.
    • PABX/Commander phone system

2.Single Telephone Handset:

    • Have you tried plugging in a different handset into the telephone socket?
    • No. Please try plugging in another handset to see if the fault is still present.
    • Yes. Is the fault still present?
    • No. You do not need to log a fault.
    • Yes. Please fill out the attached form to log a fault with our technical service team.

     Fixed Wire Fault Form

3.Multiple Telephone Handsets, Fax Machines, Alarm Systems and Computers:

    • Please unplug all equipment from the sockets on your premises
    • Is the fault still present?
    • No. You do not need to log a fault.
    • Yes. Please try plugging in another handset to see if the fault is still present.
    • Yes. Is the fault still present?
    • No. You do not need to log a fault.
    • Yes. Please fill out the attached form to log a fault with our technical team.

     Fixed Wire Fault Form

4. PABX/Commander phone system:

    • Does your phone system currently have power?
    • No. The fault is not with your telephone line. Your phone system must have power to function correctly.


Please ensure the power cable is connected to the phone system correctly and your premises have power.

If this does not rectify your issue you will need to contact your private telephone maintainer for assistance.

If you do not have a private telephone maintainer please contact teleMates and an account manager can assist to find a private maintainer to fix your system.

    • Yes. Have you had your telephone system checked by your private maintainer?
    • No. teleMates recommends you have a private maintainer check your system before proceeding to log a fault.

If a fault is logged and it is found to be a fault with your telephone system, a call out charge may be incurred.

If you are certain the fault exists on the telephone line, please proceed to logging a fault with our technical team. Fixed Wire Fault Form

    • Yes. Please proceed to logging a fault with our technical team.



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