Please reboot your modem by using a toothpick or similar non-metallic object and press 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). Wait 5 minutes to allow the dial tone to be restored. If the dial tone does not return, refer to the troubleshooting tips below.

Is the power LED light on the telephony modem lit?

1. If the power LED is not lit, ensure the modem is plugged in and the outlet has power.
   
   
2. If the LED is lit, go to the next step.

Is the online LED lit?

1. If the online LED is not lit, check the coaxial cable connections at the modem and the wall. Ensure they are connected finger-tight.
   
   
2. If the online LED is lit, go to the next step.

Is the Telephone (Telephone 1 or Telephone 2) LED lit?

1. If the Telephone 1 or 2 LED is not lit, phone service has not been provisioned for that line. Please call Sparklight’s 24/7 Technical Care Center at 877-692-2253 for assistance in setting up your Sparklight phone service.
   
   
2. If it is blinking, there is a phone handset off-hook in the house. Locate the phone and hang it up.
   
   
3. If Telephone 1 or 2 LED is lit, go to the next step.

Is the phone plugged directly into the modem?

1. Ensure the phone is plugged into the port on the back of the modem labeled TEL 1/2.
   
   
2. If you still are not hearing a dial tone, try a different phone known to work.
   
   
3. If you still don't hear a dial tone, try a different phone cable. If neither of these options works, please call Sparklight’s 24/7 Technical Care Center at 877-692-2253 for assistance.

Is the modem plugged into a wall outlet?

If your phone is already plugged into a wall outlet, unplug the phone cord at the back of the phone modem and plug in a known working phone. If you hear a dial tone, the problem is most likely with the wiring inside the house. Contact Sparklight’s 24/7 Technical Care Center at 877-692-2253 for further assistance. Representatives can also be reached via online chat at support.sparklight.com during daytime hours Sunday through Friday.

Caller ID is only available to those customers who subscribe to it as part of their telephone service.

You can turn Caller ID on or off by dialing the following codes on your Sparklight phone:

1. Disable Caller ID by dialing ‘*67’ on your Sparklight phone.
   
   
2. Enable Caller ID by dialing ‘*65’ on your Sparklight phone.
   
   
3. To enable caller ID on a per-call basis, dial ‘*82’ before dialing a telephone number to deliver your caller ID information for that call only.

If Caller ID is not available for an incoming call, the caller may have Caller ID blocked on their end. If you think this is in error, refer the caller to his/her carrier to have the problem fixed.

This is a ‘voice mail waiting’ tone indicating you have a new voice mail.

The majority of phone service interruption problems can be resolved by simply resetting your cable modem.

Click HERE for instructions on how to reset the modem.

If this does not restore your service, please try the following suggestions:

• Ensure all cable connections between your phone and the wall outlet are secured finger tight.
• Ensure the wires are not frayed or damaged.
• If service is not restored, try moving your phone to another wall outlet to check if the first wall outlet is at fault.
• If you continue to experience issues with your service, please contact Sparklight’s 24/7 Technical Care Center at 877-692-2253 for further assistance. Representatives can also be reached via online chat at support.sparklight.com during daytime hours Sunday through Friday.