Possible trouble on one phone or piece of equipment can cause trouble on the telephone line until that piece of equipment is removed. If you are unable to receive calls, try the following: First verify that your telephone ringer is turned on. Check whether or not your call forwarding service has been turned on. Unplug all of the telephones, answering or FAX machines, caller ID units, and computers from the wall or baseboard jacks inside your home. (If any of the above equipment is powered by an AC adapter, unplug it from the AC outlet also). After a few minutes, try one of the phones into several of the jacks. If the phone does not work in any of the jacks, then try a different phone. If the second phone works then the first phone you used may have been causing the trouble. If the second or even third phone you try does not work you can do further isolation as described below or call our repair service at 611 from your local exchange or 1.888.PTC.COOP (1.888.782.2667) for assistance.
Outside Testing Take at least one of your phones that doesn't have a built-in speaker or lights to the Network Interface Box. (This is where our outside line and your inside telephone wiring connect; also known as a Standard Network Interface (SNI), a Network Interface Device (NID), or a NetWork Interface (NWI).) The Network Interface Box is usually located on the outside wall of your home near the electric meter. Although your Network Interface Box may look different than the picture shown below, you should still be able to follow these step-by-step instructions.
Bring a screwdriver, or a similar tool like a flat-edged butter knife, a telephone, a flashlight and printed copy of these instructions with you. Use the screwdriver to open the customer access side of the Network Interface box. Disconnect the modular plug from the test jack and follow these three steps: Plug your phone into the test jack. Make a phone call and listen for the problem. If the same problem occurs, use a second phone and repeat above steps.
Note: Please use discretion when testing in the Network Interface Box. Although the lines are grounded, do not attempt to test the lines during a storm or if you are standing in a puddle. If you have the same trouble as you were having inside your home with one of the phones you just tested, the cord or phone you were using is probably defective. If you have the same trouble with two different phones, the trouble is probably outside your home.
If you are unable to clear the trouble, call our repair service at 611 from your local exchange or 1.888.PTC.COOP (1.888.782.2667) for assistance. We will make repairs to our outside line and switching equipment at no charge to you. If there is no problem with any of the phones you just tested, the trouble is inside your home. It could be with a telephone you were not using outside or with the inside wiring.