I'm not getting a dial tone when I pick up my phone. How do I fix this?
Please reboot your modem by using a paperclip, toothpick, or similar nonmetallic object and press it in the recessed reset button in the back of the modem. (Holding the reset button in longer than 1 second may restore your wireless information in the modem to the factory defaults inadvertently). To locate the recessed reset button, click here. Wait 5 minutes to see if dial tone is restored. If not, see below.
Is the Power LED light on the Telephony Modem lit?
Step 1: If not, check to make sure the modem is plugged in and the outlet has power.
Step 2: If the LED is lit, go to the next step.
Is the ONLINE LED lit?
Step 1: If not, check the coaxial cable connections at the modem and the wall. Ensure they are connected and tight.
Step 2: If the ONLINE LED is lit, go to the next step.
Is the Telephone (Telephone 1 or Telephone 2) LED lit?
Step 1: If not, phone service has not been provisioned on that line. Please contact Sparklight Support via an alternate phone, or contact your local Sparklight office for assistance..
Step 2: If it is blinking, there is a phone off hook somewhere in the house. Find that phone and hang it up.
Step 3: If it is lit, go to the next step.
Is the phone plugged directly into the modem?
Step 1: Make sure the phone is plugged into the port on the back of the modem labeled TEL 1/2.
Step 2: If so, try a different phone. Make sure the new phone is a working phone.
Step 3: If a known good phone is used and you still don't have a dial tone, try a different phone cable. If neither of these options work, please contact Sparklight Support via an alternate phone, or contact your local Sparklight office for assistance.
Is the modem plugged into a wall outlet?
Step 1: If so, unplug the phone cord at the back of the modem and plug in a known working phone. If you now have a dial tone, the problem is with the house wiring. Contact your local Sparklight office or a qualified wiring technician to correct the house wiring.