Overview
If you’re experiencing problems with your phone service, follow these troubleshooting steps before contacting support.
Many issues can be resolved quickly by checking your equipment and connection.
Check your equipment
Make sure:
- Your router is powered on
- Your broadband connection is working
- Your handset is connected to the correct port
- All cables are securely connected
Restart your equipment
- Turn off your router.
- Wait at least 30 seconds.
- Turn the router back on.
- Allow several minutes for services to reconnect.
Test your handset
If possible:
- Try a different handset
- Check whether the issue affects incoming or outgoing calls only
Common issues
You may experience:
- No dial tone
- Poor call quality
- Failed calls
- Calls not ringing
Check for service issues
Sign in to My Account to check for known outages or planned maintenance.
Frequently asked questions
Why do I have no dial tone?
Check your handset connection and ensure your router is online.
Why is my call quality poor?
Connection issues, equipment problems or network conditions can affect call quality.
Why can't I make emergency calls?
Your phone service requires power and a working broadband connection.