Step-by-Step Instructions: Phone Troubleshooting

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Phone Troubleshooting

Find basic troubleshooting steps to help you get your Home Phone reconnected.

   

Check for outage

  1. Sign in to My Account.
  2. Locate Manage and Troubleshoot Services on the main screen.
  3. Select the Troubleshoot tab.
  4. A message will display if there is a known outage in your area.
  5. If there is no message indicating an outage is known, contact us to report your issue.

No dial tone

  1. If you are a TV subscriber, check that your TV is working.
  2. If you are an Internet subscriber, check that you are able to connect to the Internet.
  3. If all of your services are not working, contact us.
  4. If only Phone is out, please continue troubleshooting.
  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 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 that cordless phones, if any, are plugged into an electrical outlet.
  4. Check the phone for a dial tone.
  5. If you don't have a dial tone, please continue troubleshooting.
  1. Disconnect the current phone.
  2. Connect a different phone.
  3. Check the newly connected phone for a dial tone.
  4. If a dial tone is established, the fault was with your original handset or phone.
  5. If a dial tone is not established, please continue troubleshooting.
  1. Disconnect the cable that runs between the modem and the telephone wall jack.
  2. Connect the phone and modem to another telephone wall jack available in your home.
  3. If a dial tone is established, contact us to repair the faulty telephone wall jack.
  4. If a dial tone is not established, please continue troubleshooting.
  1. Unplug power cord from the back of the modem or directly from the electrical outlet. Note: if the power light remains on, you have a battery backup and will need either to remove the battery or use the reset button* to power off the modem.
  2. Wait 5 minutes and then plug the modem back in.
  3. Wait an additional 10 minutes for the modem to reset.
  4. Check for a dial tone.
  5. If dial tone is not established, contact us.

 

*If you have a wireless modem, pushing the reset button may reset your wireless configuration and you may need to contact us to reset the wireless router.


Poor call quality

  1. If you are a TV subscriber, check that your TV is working.
  2. If you are an Internet subscriber, check that you are able to connect to the Internet.
  3. If all of your services are not working, contact us.
  4. If only Phone is out, please continue troubleshooting.
  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 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 that cordless phones, if any, are plugged into an electrical outlet.
  4. Check the phone for a dial tone.
  5. If you don't have a dial tone, please continue troubleshooting.
  1. Disconnect the current phone.
  2. Connect a different phone.
  3. Check the newly connected phone for a dial tone.
  4. If a dial tone is established, the fault was with your original handset or phone.
  5. If a dial tone is not established, please continue troubleshooting.
  1. Disconnect the cable that runs between the modem and the telephone wall jack.
  2. Connect the phone and modem to another telephone wall jack available in your home.
  3. If a dial tone is established, contact us to repair the faulty telephone wall jack.
  4. If a dial tone is not established, please continue troubleshooting.
  1. Unplug power cord from the back of the modem or directly from the electrical outlet. Note: if the power light remains on, you have a battery backup and will need either to remove the battery or use the reset button* to power off the modem.
  2. Wait 5 minutes and then plug the modem back in.
  3. Wait an additional 10 minutes for the modem to reset.
  4. Check for a dial tone.
  5. If dial tone is not established, contact us.

 

*If you have a wireless modem, pushing the reset button may reset your wireless configuration and you may need to contact us to reset the wireless router.


Reset modem

  1. Sign in to My Account.
  2. Locate Manage and Troubleshoot Services on the main screen. 
  3. Select the Troubleshoot tab.
  4. Select Home Phone from the "Which service are you having an issue with?" dropdown.
  5. If you have more than one modem, click the Troubleshoot button for the appropriate modem.
  6. Select a symptom from the list.
  7. Select the Reset My Modem button.

Trouble making/receiving calls

  1. If you are a TV subscriber, check that your TV is working.
  2. If you are an Internet subscriber, check that you are able to connect to the Internet.
  3. If all of your services are not working, contact us.
  4. If only Phone is out, please continue troubleshooting.
  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 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 that cordless phones, if any, are plugged into an electrical outlet.
  4. Check the phone for a dial tone.
  5. If you don't have a dial tone, please continue troubleshooting.
  1. Disconnect the current phone.
  2. Connect a different phone.
  3. Check the newly connected phone for a dial tone.
  4. If a dial tone is established, the fault was with your original handset or phone.
  5. If a dial tone is not established, please continue troubleshooting.
  1. Disconnect the cable that runs between the modem and the telephone wall jack.
  2. Connect the phone and modem to another telephone wall jack available in your home.
  3. If a dial tone is established, contact us to repair the faulty telephone wall jack.
  4. If a dial tone is not established, please continue troubleshooting.
  1. Unplug power cord from the back of the modem or directly from the electrical outlet. Note: if the power light remains on, you have a battery backup and will need either to remove the battery or use the reset button* to power off the modem.
  2. Wait 5 minutes and then plug the modem back in.
  3. Wait an additional 10 minutes for the modem to reset.
  4. Check for a dial tone.
  5. If dial tone is not established, contact us.

 

*If you have a wireless modem, pushing the reset button may reset your wireless configuration and you may need to contact us to reset the wireless router.