Power-cycling a Telephony Modem will often resolve most phone issues. If your Telephony Modem has a battery backup, please remove it before attempting a power cycle.
- Unplug the power from the MTA for one full minute.
- Plug the power back into the MTA and wait for all the lights to become solid.
- Pick up your hand set and check for dial-tone
Note: It can take up to 5 minutes for phone service to restore after a power cycle.
- If the Online light is blinking on your modem, press the standby button to take your MTA out of standby mode.
- If the Downstream (DS) or Upstream (US) lights are blinking, see the internet troubleshooting steps.
- Unplug the phone line from Line 1 in the back of the MTA and set aside. Plug a non-cordless phone directly into the MTA and test for dial-tone. If there is a dial-tone, plug each of your phones in one at a time to try and find the piece of equipment causing the problem.
- Some equipment such as fax machines, certain cordless phones and caller ID units were designed before digital phone service was available. Please check with the manufacturer to determine if your equipment can be used with a digital phone line.
- Voice Mail can interfere with a fax machine by taking the calls and/or confusing a fax machine into thinking there is no dial tone. Plug a phone directly into the line and listen for a staggered dial tone. If a staggered dial tone exists you must first check the voice mail on that line and then call Customer Service to have the voice mail feature removed.
Call Data Records
If you are having technical difficulties with an existing feature of your WavePhone™ service, it is very helpful to have a call data record ready before calling technical support. Simply write down the date, time and phone number or feature you are attempting to dial as an example to give to our technical support representative. This information will allow us to investigate the error more quickly.