Troubleshooting

My Phone Is Dead; I Have No Dial Tone

If you find that your phone is dead or has no dial tone, look for symptoms like cracks in the telephone, a broken or frayed cord, or phone lights that don't work. If you find one or more of these symptoms:

Inside Testing

  1. Unplug or replace that piece of equipment to see if the trouble clears.
  2. If it is your equipment and you have subscribed to Inside Wire Maintenance Agreement, an equipment maintenance plan that provides residence and business customerís repair/replacement coverage on eligible telephone sets, we will repair at no charge to you.
  3. If you have a cordless phone, the battery may be low. Make sure the battery is charged.
  4. If you are unable to clear the trouble, call our Business Office at 296-3232 for assistance.

Outside Testing

  1. Take at least one of your phones that donít have a built-in speaker or lights to the Protector. (This is where our outside line and your inside telephone wiring connect; also known as a Standard Network Interface (SNI), a Network Interface Device (NID) or a Network Interface (NWI).) The Protector is usually located on the outside wall of your home near the electric meter. Although your Protector may look different than the picture shown below, you should still be able to follow these step-by-step instructions.
     
    Network Interface Box PROTECTOR
     
  2. Bring a screwdriver or a similar tool like a flat-edged butter knife, a telephone, a flashlight and printed copy of these instructions with you.
  3. Use the screwdriver to open the customer access side of the Protector.
  4. Disconnect the modular plug from the test jack and follow these steps:
  5. If you have the same trouble as you were having inside your home with one of the phones you just tested, the cord or phone you were using is probably defective. If you have INSIDE WIRE MAINTENANCE an equipment maintenance plan that provides residence customers repair/replacement coverage on eligible telephone sets.
  6. If you have the same trouble with two different phones, the trouble is probably outside your home. Call our repair service at 611. We will make repairs to our outside line and switching equipment at no charge to you.
  7. If there is no problem with any of the phones you just tested, the trouble is inside your home. It could be with a telephone you were not using outside or with the inside wiring.
  8. If you are unable to clear the trouble, call our Business Office at 296-3232 or 611 from your residence for assistance.

I Can't Make Phone Calls

If you have dial tone and can't call out, the trouble may be with the phone itself, the cord, or with the phone wire inside the premises.

  1. Check first to ensure that you have not subscribed to one of the call restriction products which allow you to restrict the numbers that can be called from your telephone.
  2. Is it a long distance number that you can't call? Go to troubleshooting.
  3. Take a different phone or cord and plug it into the wall or baseboard jack. If the phone works, the problem is with the first phone or cord.
  4. If the phone does not work, the problem is probably the inside wiring. Call our Business Office at 296-3232. If you have Inside Wire Maintenance Agreement, we'll make the inside wire repair at no cost to you.

My Phone Is Ringing, but There Is No One on the Line When I Answer

You have answered a ringing phone, but there is no one on the line. Check for the following:

  1. Is your call forwarding service on? If you subscribe to Call Forwarding and have it turned on, your calls may simply be bypassing your phone at home and going directly to your forwarding number or to voice mail. This will cause your phone to ring one time.
  2. This may possibly be a misdirected call. A computer or fax machine could be programmed incorrectly to dial your telephone number. You could answer a ringing phone and get no one on the line, a fax tone, or a computer tone.
  3. If you discontinue one phone call by depressing your hook-switch and then hang up the phone, the central office may ring you back. The central office may see that hook-switch flash as a request to make a 3-way call and therefore ring your phone.
  4. Telemarketers (callers) may use a calling-out system (auto-dialer) that causes a delay in the representative greeting you as you answer your phone.

I Hear Static or an Echo While I'm Talking on the Phone

If you are hearing static or an echo while talking on the phone, check to ensure there isn't a problem with your telephone equipment. An echo causes callers to hear the sound of their own voice. Try the following steps to clear the problem.

Corded Phone

  1. Unplug the phone from the wall jack.
  2. Plug a working phone into the jack.
  3. Check to see if you still hear static.

Cordless Phone

  1. Unplug the phone from the wall outlet and the jack.
  2. Check to see if you still hear static.
  3. If the problem goes away, repair or replace the phone you just unplugged.

In both cases, if the static persists you may do the following:

Outside Testing

  1. Take at least one of your phones that donít have a built-in speaker or lights to the Protector. (This is where our outside line and your inside telephone wiring connect; also known as a Standard Network Interface (SNI), a Network Interface Device (NID), or a Network Interface (NWI).) The Protector is usually located on the outside wall of your home near the electric meter.Although your Protector may look different than the picture shown below, you should still be able to follow these step-by-step instructions.

    Network Interface Box Protector
     
  2. Bring a screwdriver or a similar tool like a flat-edged butter knife, a telephone, a flashlight and printed copy of these instructions with you.
  3. Use the screwdriver to open the customer access side of the Protector.
  4. Disconnect the modular plug from the test jack and follow these steps:
  5. If you have the same trouble as you were having inside your home with one of the phones you just tested, the cord or phone you were using is probably defective.
  6. If you have the same trouble with two different phones, the trouble is probably outside your home. If you are unable to clear the trouble, call our Business Office at 296-3232 or 611 from your residence for assistance. We will make repairs to our outside line and switching equipment at no charge to you.
  7. If there is no problem with any of the phones you just tested, the trouble is inside your home. It could be with a telephone you were not using outside or with the inside wiring.

I Haven't Received Any Phone Calls; It Seems No One Can Call Me

Inside Testing

Possible trouble on one phone or piece of equipment can cause trouble on the telephone line until that piece of equipment is removed. If you are unable to receive calls, try the following:

  1. First verify that your telephone ringer is turned on.
  2. Check whether or not your call forwarding service has been turned on.
  3. Unplug all of the telephones, answering or FAX machines, caller ID units, and computers from the wall or baseboard jacks inside your home. (If any of the above equipment is powered by an AC adapter, unplug it from the AC outlet also).
  4. After a few minutes, try one of the phones into several of the jacks. If the phone does not work in any of the jacks, then try a different phone.
  5. If the second phone works then the first phone you used may have been causing the trouble. If the second or even third phone you try does not work you can do further isolation as described below or call our Business Office at 296-3232 or 611 from your residence for assistance.

Outside Testing

  1. Take at least one of your phones that donít have a built-in speaker or lights to the Protector. (This is where our outside line and your inside telephone wiring connect; also known as a Standard Network Interface (SNI), a Network Interface Device (NID), or a Network Interface (NWI).) The Protector is usually located on the outside wall of your home near the electric meter.Although your Protector may look different than the picture shown below, you should still be able to follow these step-by-step instructions.
     
    Network Interface Box Protector
     
  2. Bring a screwdriver or a similar tool like a flat-edged butter knife, a telephone, a flashlight and printed copy of these instructions with you.
  3. Use the screwdriver to open the customer access side of the Protector.
  4. Disconnect the modular plug from the test jack and follow these three steps:
  5. If you have the same trouble as you were having inside your home with one of the phones you just tested, the cord or phone you were using is probably defective.
  6. If you have the same trouble with two different phones, the trouble is probably outside your home. Call our Business Office at 296-3232 or 611 from your residence. We will make repairs to our outside line and switching equipment at no charge to you.
  7. If there is no problem with any of the phones you just tested, the trouble is inside your home. It could be with a telephone you were not using outside or with the inside wiring.

 

I Hear Other Conversations On My Telephone Line

The interference may be caused by radio frequency signals from amateur citizens band (CB) and AM/FM broadcast stations. Sometimes your telephone equipment can act like an antenna for these signals. The installation of a modular filter, obtainable from most stores selling telephone equipment, may help. There are also a few other things you can try to clear the problem.

If you have a Cordless Telephone

  1. Unplug it from the telephone jack and AC outlet.
  2. Plug in another telephone and place a call.
  3. If the problem goes away, your cordless phone is the problem.

Note: Some of these phones have buttons to change channels or frequencies. If yours does not, you may want to have it repaired or replaced.

  1. If you do not have a cordless phone, or the problem still persists, the problem may be outside your home.
  2. If you are unable to clear the trouble, call our Business Office at 296-3232 or 611 from your residence for assistance.

If you have a Corded Telephone

  1. Unplug the telephone set from the telephone jack.
  2. Plug in another corded telephone set and place a call.
    • If the problem goes away, the problem telephone set may need to be replaced
    • If the problem persists, the cause may be outside your home. If you are unable to clear the trouble, call our Business Office at 296-3232 or 611 from your residence for assistance.

 

I Can't Make Long Distance Calls

If you find that you are able to make local, but no "1+" long distance dialed calls through your designated long distance carrier, consider the following:

  1. Check first to ensure that you have not subscribed to one of the call restriction products which allow you to restrict the numbers that can be called from your telephone.
  2. Your long distance calls may be restricted by your designated carrier if your payments are not current.
  3. If this is a new installation, did you subscribe to a long distance carrier? If you didn't, you will have to use a dial-around code in order to place a long distance call.
  4. You or someone in your house may have placed a "toll blocking" restriction on your telephone line.
  5. There may be a problem with the long distance carrier's switch, and you may want to contact your long distance carrier. To verify your long distance carrier, call our Business Office at 296-3232 or 611 from your residence for assistance.

I'm Having Problems with the Wiring inside My Home

Inside wire, which includes phone jacks, is the responsibility of the customer to maintain and repair. If you suspect that the problems you are experiencing are due to inside wire or phone jacks you can:

  1. Call us to make repairs. If you are a residential customer and subscribe to Inside Wire Maintenance Agreement, we'll repair your jack or inside wiring at no charge to you.If you are a business customer and subscribe to Inside Wire Maintenance Agreement we will also repair your jack or inside wiring at no charge.
     
    If you do not subscribe to any maintenance plan, you will be charged for labor and materials.  
  2. Pay someone else to do the work for you.
  3. Repair the problem yourself.

I'm Having a Problem with My Phone Jack/Plug

Your phone is in good working order so you think the problem may be with the telephone jack.

Inside Testing

  1. Unplug the phone from the broken jack.
  2. If the phone works in another jack, then the jack or the inside wire is the problem.
  3. If you only have one phone jack, you can test the phone by connecting the working phone to the network interface device. (See Outside Testing, below)
  4. If you subscribe to Inside Wire Maintenance Agreement, we will repair your jack(s) at no charge to you. If you do not subscribe, there will be charges for labor and materials.

Outside Testing

  1. Take at least one of your phones that donít have a built-in speaker or lights to the Protector. (This is where our outside line and your inside telephone wiring connect; also known as a Standard Network Interface (SNI), a Network Interface Device (NID), or a Network Interface (NWI).) The Protector is usually located on the outside wall of your home near the electric meter. Although your Protector may look different than the picture shown below, you should still be able to follow these step-by-step instructions.

    Network Interface Box Protector
     
  2. Bring a screwdriver or a similar tool like a flat-edged butter knife, a telephone, a flashlight and printed copy of these instructions with you.
  3. Use the screwdriver to open the customer access side of the protector.
  4. Disconnect the modular plug from the test jack and follow these steps:
  5. If you have the same trouble as you were having inside your home with one of the phones you just tested the cord or phone you were using is probably defective.
  6. If you have the same trouble with two different phones, the trouble is probably outside your home. Call our Business Office at 296-3232 or 611 from your residence for assistance. We will make repairs to our outside line and switching equipment at no charge to you.
  7. If there is no problem with any of the phones you just tested; the trouble is inside your home. It could be with a telephone you were not using outside or with the inside wiring. Just call our Business Office at 296-3232 or 611 from your residence for assistance.