Digital Phone Troubleshooting

Bright House Networks is dedicated to providing the highest quality service to your home. Occasionally you may experience a reception problem. You may be able to correct some of these problems on your own by following these tips and troubleshooting solutions:

DIGITAL PHONE

1. When I pick up the receiver I do not hear a dial tone.
2. I hear a dial tone but I am unable to make outbound calls.
3. I am unable to receive any incoming calls.
4. I hear noise on the line that interferes with my conversations.
5. If a service call is the only solution, help us serve you better.

   1.  When I pick up the receiver I do not hear a dial tone.

• Locate the Digital Phone modem ( See Fig #1 make and model may vary ) that is attached to your main phone cord from the wall.  If you have High Speed Internet service from Bright House Networks there will be a connection for that as well.

  Fig #1

• Check the Digital Phone modem to see if your equipment has a standby button.  If this has been accidentally depressed it can cause loss of dial tone and/or loss of Internet connectivity.  
• Check the back of the Digital Phone modem to see if the phone cord from the wall is plugged into Line 1 and not Line 2 ( See Fig #2 location may vary on by modem ).  If it is plugged into Line 2, please remove it and plug it into Line 1.  At this point check all other connections to the Digital Phone modem, wall phone jacks, power cord, etc. to be sure they are all plugged in and secure.  Also check the round cable wire (coaxial) that comes from the wall to the Digital Phone modem and make sure the connection is secure.

Fig #2

• Resetthe Digital Phone modem by gently inserting a small object such as a paper clip, or pen point  into the hole labeled Reset ( See Fig #2 ).  Please allow 3 ~ 5 minutes before testing your phone, this will allow the cycle to complete without interruption.  Keep in mind that doing this step will not only completely take your Digital Phone offline: it will cause you to lose your internet connection. 
• If you have another phone such as a second land line (a traditional phone) or a cell phone, call your Bright House Networks Digital Phone number and make note of any error messages, tones, etc. you may receive.  This would also be the information friends or family may have reported to you if they have tried to call your number and were unsuccessful. 
  
• If you still don’t hear a dial tone after resetting or you are getting an error message on inbound calls, please call Customer Care to schedule a free service appointment.

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   2.  I hear a dial tone but I am unable to make outbound calls.

• Check the back of the Digital Phone modem to see if the phone cord from the wall is plugged into Line 1 and not Line 2 ( See Fig #2 ).  If it is plugged into Line 2, please remove it and plug it into Line 1. 
• Verify that your phone is set to tone dialing (touch tone) and not pulse dialing. 
  
• To check for a possible inside wiring issue: remove the telephone cord from the wall jack and take the phone (and the base if it is a cordless phone) to the Digital Phone modem.  Remove the telephone cord from Line 1 ( See Fig #2 ) on the back of the Digital Phone modem and set it aside.  Take the telephone cord from your phone and plug it into Line 1 on the back of the Digital Phone modem.  This should give you a dial tone and enable you to use the phone that you have just connected to the Digital Phone modem.  Please call Customer Care to schedule a free service appointment. 
  
• To check for possible equipment issues: take another phone and try it in the same wall jack.  Or you can try it connected directly to the Digital Phone modem as in the previous step above. 
  
• Resetthe Digital Phone modem (as described above under no dial tone response step 4 )  by gently inserting a small object such as a paper clip, or pen point into the hole labeled Reset ( See Fig #2 ). 
  
• If you are still unable to complete calls after resetting p lease call Customer Care to schedule a free service appointment.

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    3.  I am unable to receive any incoming calls.

• Verify that the ringer on your phone is on or if your phone has a ringer volume control, make sure it is not turned all the way down.
• Check the back of the Digital Phone modem to see if the phone cord from the wall is plugged into Line 1 and not Line 2 ( See Fig #2 ).  If it is plugged into Line 2, please remove it and plug it into Line 1.
  
• Verify that you hear a dial tone.
  
• If you have access to another phone such as a second land line (a traditional phone) or a cell phone, call your Bright House Networks Digital Phone number and make note of any error messages, tones, etc. you may receive.
  
• Resetthe Digital Phone modem (as described above under no dial tone response step 4)  by gently inserting a small object such as a paper clip, or pen point into the hole labeled reset ( See Fig #2 ).
  
• To check for a possible inside wiring issue: remove the telephone cord from the wall jack and take the phone (and the base if it is a cordless phone) to the Digital Phone modem.  Remove the telephone cord from Line 1 ( See Fig #2 ) on the back of the Digital Phone modem and set it aside.  Take the telephone cord from your phone and plug it into Line 1 on the back of the Digital Phone modem.  This should give you a dial tone and enable you to use the phone that you have just connected to the Digital Phone modem.  Please call Customer Care to schedule a free service appointment.
  
• To check for possible equipment issues: take another phone and try it in the same wall jack.  Or you can try it connected directly to the Digital Phone modem as in the previous step above.
  
• If you still cannot receive calls after resetting or you are getting an error message on inbound calls (after testing), p lease call tCustomer Care to schedule a free service appointment.

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    4.  I hear noise on the line that interferes with my conversations.

• If you are experiencing this issue while using a cordless phone check to see that the battery is sufficiently charged.  Also, change the channel frequency on your cordless phone if the model you have has this feature.
• Cordless phones often receive interference from other signal emitting devices such as routers, microwaves, and other electronic equipment.  If you are using a cordless phone make sure you are at least 4 feet away from these devices.
• If your interference is present or starts at the time you hear a dial tone and occurs on all phones in the home this is generally related to the house wiring and/or equipment.
• To check for a possible inside wiring issue: remove the telephone cord from the wall jack and take the phone (and the base if it is a cordless phone) to the Digital Phone modem.  Remove the telephone cord from Line 1 ( See Fig #2 ) on the back of the Digital Phone modem and set it aside.  Take the telephone cord from your phone and plug it into Line 1 on the back of the Digital Phone modem.  This should give you a dial tone and enable you to use the phone that you have just connected to the Digital Phone modem.  Please call Customer Care to schedule a free service appointment.
• To check for possible equipment issues: take another phone and try it in the same wall jack.  Or you can try it connected directly to the Digital Phone modem as in the previous step above.

Back to questions

5.   If a service call is the only solution, help us serve you better.

If you are unable to resolve your problem using these trouble shooting tips, you may need to schedule a service call. Before calling our Customer Care department, check:

• To make sure you subscribe to the service you are not receiving
• To ensure that someone age 18 or older will be home at the time of the service call, and will be able to stay for the duration of the visit.

Be sure to provide the appropriate phone number where you can be reached in case our technician needs to speak with you before his arrival.