I’m Having A Problem With My Phone Jack/Plug

Your phone is in good working order so you think the problem may be with the telephone jack. Inside Testing Unplug the phone from the broken jack. If the phone works in another jack, then the jack or the inside wire is the problem. If you only have one phone jack, you can test the phone by connecting the working phone to the network interface device. (See Outside Testing, below)

If you subscribe to Pioneer Tele-Care, we will repair your jack(s) at no charge to you. If you do not subscribe, there will be charges for labor and materials. 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 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 interface box. Disconnect the modular plug from the test jack and follow these 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. 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.