Who should I call if I have a problem with my Home Phone?:


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

Step 1:  Verify Modem Connectivity:

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

If your TV, Internet, and Home Phone service are all not working, contact us; if they are working, please continue.

Step 2:  Verify Connections:

  • If you only have one phone number, the phone cable 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.
  • If you have a second phone number, the phone cable should be connected from the phone to “Line 2” on the back of the modem.
  • Verify that cordless phones (if any) are plugged into an electrical outlet.
  • Recheck the phone for a dial tone.  If you have a dial tone, your line is working.  If you don’t have a dial tone, please continue.

Step 3:  Try Connecting Another Phone:

  • Disconnect current phone.
  • Connect the other phone.
  • Recheck the dial tone.
  • If a dial tone is established, your original handset or phone was faulty.
  • If a dial tone is not reestablished, please continue.

Step 4:  Verify Wall Jack:

  • Disconnect the cable from the modem to the telephone wall jack.
  • Reconnect the phone and modem to another telephone wall jack available in your home.
  • If a dial tone is not established, please contact us to repair the faulty telephone wall jack.
  • If a dial tone is not reestablished, please continue.

Step 5:  Power Off Modem:

  • Unplug power cord from the back of the modem or directly from the electrical outlet.
  • If power light is still on, you have a battery backup, and will need either to remove the battery or use the reset button to power off the modem.
  • Wait up to 5 minutes, then plug it back in.
  • It can take up to 10 minutes for the modem to reset, verify a dial tone has been restored.
  • If a dial tone is not reestablished, please 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.

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