Diagnosing Telephone Issues
Problem with one phone:
- If only one of your phones does not work, unplug it and plug into the location of a working telephone.
- If you have only one telephone, borrow a working phone and plug it into the jack of the non-working phone.
- If the borrowed/working telephone works, you know the problem is with the original telephone.
- Check your warranty or contact the store where you purchased the phone.
- If you have a Telephone Modem (MTA), you can plug a working phone into the MTA.
- Refer to - "Testing the Telephone Service".
- Wait 1 to 2 minutes, then plug in the base cord from the known working telephone. You are now connected directly to Service Electric Telephone's network.
- If there is no dial tone at the Telephone Modem (MTA), the problem is probably in the outside line.
- Contact Service Electric Telephone repair.
- If you have a normal dial tone at the Telephone Modem (MTA), the problem is not in Service Electric Telephone's network.
- The trouble is either in the wiring or jack(s) inside your house, building, or in your telephone equipment.
Problems with one or more phones:
- If you are having any of the following problems on all of your phones:
- No dial tone.
- Cannot call in or out.
- Cannot hear or be heard.
- Noise or static
Note: One faulty piece of telephone equipment can cause a problem on all of your phones.
- See Step 2 in problem for single phone.
- See Step 3 in problem for single phone.
- Unplug every piece of telephone equipment including cordless phone bases, answering machines, computers, modems, burglar alarms, etc., then plug in a phone that you know is working into the first jack.
- Leave the phone plugged into the jack for 2 to 5 minutes and check for dial tone again.
- If you still have dial tone, unplug the phone and move it to the next jack you are using.
- Continue this process until you have checked all jacks have been checked.
- If you plug your phone into a jack and you do not get dial tone remove the jack from the wall.
- Check the jack for broken wires or shorts (wires touching two terminals).
- A short in the jack will cause all jacks to exhibit no dial tone.
- Check the jack for broken wires or shorts (wires touching two terminals).
- Reattach broken wires to terminals.
- Do not wrap the wired around the terminal several times this will cause the wire to cut into itself and break.
- Use a single hook style loop.
- Start plugging all phones, answering machines, computers, modems, burglar alarms, etc. back into where they were originally plugged.
- Wait five minutes between each phone or device and check for dial tone before moving to the next device until you find the device causing the problem.
- Cordless phone bases, answering machines, computers, modems and burglar alarms are effected the most during electrical storms.
Problems with Cordless telephones:
- Power cycle base and all handsets to ensure the handsets are properly synced with the base.
- Disconnect the power cord from the base station.
- Remove the batteries from all of the handsets.
- Leave disconnected for 1 minute before reconnecting power to base and re-installing batteries in handsets.
- Replace handset batteries or a regular basis as recommended by the manufacturer.
- It is recommended to have at least one working standard (corded) telephone on hand for use during power outages or testing at the Telephone Modem (MTA).
Problems with Answering Machines:
- Disconnect from the power outlet and leave disconnected for 5 to 10 minutes.
- Replace backup batteries if the device is equipped.
- Verify all settings are correct.
- Note: Sometimes during or after a storm you may experience no dial tone when cordless phones or answering machines are in use.
- Unplug your equipment from its power source for 10 to 15 minutes then reconnect it.