Checking the basics
Good to know
Your phone will not work in a power outage if its base isn't plugged in.
- If you have a cordless phone, make sure the base is properly plugged in.
- Make sure the modem’s power cable is connected and that the socket is powered.
- Check whether the "Power" and "Online" lights are on.
If the "Power" light isn't on, use a pointy object (like a pen or pencil) to lightly press the recessed RESET button on the back of your modem, holding it down for a few seconds. You'll feel a slight click.
Wait until the Power, DS, US and ONLINE lights turn green.
Check the tone again. If the problem still occurs, move on to the next step. - Make sure the Telephone 1 light is on but not blinking. If it’s flashing, it means your handset is off the hook.
Connect a telephone directly into your modem
- Unplug the phone cable located between the modem and wall socket.
- Connect a fixed-line telephone to the back of the modem in the TEL 1 or TEL 2 PORT (the same one connected to the wall socket).
- If you hear the tone again, reconnect the cable connected to the wall socket in the TEL 1 or TEL 2 port. If the tone disappears again, the problem is due to internal phone wiring issues, contact technical support.
Test another device
If you still can’t hear the dial tone, test another device to see if the problem lies with your phone.
If not, contact technical support
More support
Still need help?
Customer Service
For any questions about your account or invoice, or to modify or add services.
1 877 512-8590
