Troubleshooting | Phone

Issue Resolution

Can not access Voicemail

  1. Busy signal when dialing into voicemail.
    1. Ensure you are accessing voicemail using *33. Older methods had customers using their 10 digit telephone number. This is no longer necessary.
  2. Inbound callers do not reach your voicemail.
    1. Report this to our Call Center at 1-800-CABLE 77.
  3. Did you forget your pin code or are you locked out of your account?
    1. Report this to our Call Center at 1-800-CABLE 77 and ask to have your pin reset. Your pin will be reset to “1234”.
  4. Do you get a recorded message when you try to access your voicemail box?
    1. Report the message as exact as possible to our Call Center at 1-800-CABLE 77.

I cannot receive calls from specific phone numbers or group of numbers?

  1. Best option is to have the originating caller report this to their carrier.
  2. Next option is you can report the known number not reaching you, the last time it was attempted, and the message heard to our Call Center at 1-800-CABLE 77. We will open a trouble ticket so we can resolve this through our available channels.

I cannot place a call to a specific phone number or a group of numbers?

  1. Please verify you are using 10 digit dialing for local calls, and 1+10 digits for long distance calls.
  2. Report the known number you cannot reach, the last time it was attempted and the message you heard to our Call Center at 1-800-CABLE 77. They will be able to open a trouble ticket so we can investigate.

I have a problem using E911, 411, other Directory Assistance or Operator Services.

Report this immediately to our Call Center at 1-800-CABLE 77.

No Dial Tone

  1. Does modem have electrical power? If no check the following:
    1. Check that the electrical cord is plugged into a working outlet.
    2. Check that the electrical cord is plugged into the modem.
    3. Check that the battery is inserted into either slot in the front of the modem or on the side of the modem.
  2. Plug a known working phone directly into port ½ on the back of the modem. Do you have dial tone?
    1. Yes – retry plugging that same phone in the original jack you didn’t have service on before. If you don’t have dial tone again it’s most likely a wiring problem and you should call your local office to have someone come out and repair the line.
  3. If using a cordless phone, unplug the base from the electrical outlet and replug back in. If a phone gets out of range it can hold the line open and cause “no dial tone”.
  4. As a last resort, reboot the modem. On the back of the modem there is a small round opening marked “Reset EMTA”. Insert a round tip object and press the reset button. The reboot process may take a minute or two.
  5. If after all the above attempts have failed and you still do not have dial tone please report this to our Call Center at 1-800-CABLE 77 using any means available.