Answers

If your Home Phone is not working correctly, please try the following steps:

Verify Modem Connectivity:

 
1. Check that your Cable TV is working.
2. Check that you are able to connect to the Internet.

If your TWC Cable TV, Internet and Home Phone service are all not working, Contact Us; if they are working please continue.

Verify Connections:

1. If you only have one phone number, the phone line should be connected from the phone to Line 1 on the back of the modem, and the coaxial cable should be connected from the cable outlet or splitter to the Cable In on the back of the modem.
2. If you have a second phone number, the phone line should be connected from the phone to Line 2 on the back of the modem.
3. Verify cordless phones are plugged into an electrical outlet.
4. After plugging the phone into an electrical outlet, the handset should display “Connecting” or if you press the find handset button it should send a tone to locate the handset.
5. Recheck the phone for dial tone.  If you have a dial tone, you're finished; if no please continue.

Try Connecting Another Phone:

1. Disconnect current phone.
2. Connect the phone line using a different phone.
3. Recheck the dial tone.
4. If dial tone is established you have a faulty handset or phone.
5. If dial tone is not established, you could have a faulty phone line.  Try replacing the line from the modem to the phone and repeat steps 1-4.  If dial tone is not established, try inspecting and replacing the phone line and repeat steps 1-4.
6.  If dial tone is not established, please continue.

If Multiple Phones Are Configured Through Wall Jacks:

1. Plug in the line from the phone directly into Line 1 on the back of the modem and bypass the wall jack.
2. If dial tone is reestablished please Contact Us to repair faulty jack wiring
3. If dial tone is not reestablished, please continue

Power Off Modem:

1. Unplug power cable from the back of the modem or directly from an electrical outlet. 

Note: Some modems have a backup battery; to ensure the modem powered off verify all lights on the modem when out.  If the power light stays lit you have a battery backup and will need either remove the battery or use the reset button to power off the modem.

2. Wait 5 minutes then plug it back in. It can take up to 10 minutes for the modem to reset and a dial tone to be restored.

3. After 10 minutes recheck for dial tone.  

4. If dial tone is not reestablished Contact Us.

Note:  If you have a wireless modem pushing the reset button may reset your wireless configuration and you may need to Contact Us to reset up the wireless router.

If your problem is still not resolved after contacting us, you may contact the consumer hotline at the Federal Communications Commission (FCC) at 1-888-CALL-FCC (1-888-225-5322) or go to www.fcc.gov. The staff will review rules with you, advise you of your rights and, if needed, work with you and the company to try to resolve your problem. You may also Contact Us for your division's local Public Service Commission.