Telephone Troubleshooting 101
If you discover a problem with your telephone service:
- Check all of the telephones in your house to assure that all telephones are hung up. If they are all on the hook and you still have a problem;
- Unplug all electronic devices (from the jack on the wall) that are connected to your telephone line. This will include a cordless telephone base unit, answering machine, fax machine, DSL modem, dial up modem, home security system, satellite TV converter, LifeAlert device, propane monitoring system, phones that are in an out- building or garage on your property, large bell or other outside signaling device, or anything else that may be connected to your telephone line.
- After all of these devices are disconnected from the jacks, plug a regular telephone (we’ll call this a “power failure phone” since it’s the type you use when the power goes out) back into any jack inside the house.
- If the problem has cleared, then you know the trouble was in one of the devices you just disconnected. To see which device it was, plug one device in at a time, wait 30 seconds, and test by listening to the power failure phone (the one you originally plugged in to test with). Continue testing each device one at a time until the problem returns. At that point you have found the defective device.
- If the problem still exists, try a different power failure phone in a jack.
- If the problem still exists using the second power failure phone, take your power failure phone out to your Standard Network Interface box (SNI) which is normally attached to the outside of your house. In some cases you may find that your SNI is attached to your garage, to a 4X4 post, or may be in a common location if you live in an apartment or housing complex.
- With a phillips or slotted screwdriver, open the cover labeled “customer access”. Inside you will find a test plug that looks like the plug that is in the jacks in your house. Unplug the cord that is connected to that plug. With your phone hung up, plug your power failure phone into that plug. Wait 10 seconds, then pick up your receiver and test the phone. If the problem has cleared, then the problem is in the house wiring.
- Provided you pay a $2.00 monthly maintenance fee for your house wire, dial 611 from your SNI and let us know that your telephone has a problem inside, but is working at the SNI. We will confirm your wire maintenance agreement and make an appointment to come to your house to repair your lines.
- If you don’t have a wire maintenance agreement with us, you are responsible for repairing your own wire. Here you have 3 options:
- You can repair the wire yourself; or
- You can hire someone else to fix your wire; or
- You can contract with Volcano Telephone to fix your wire on a time and materials basis. Just dial the 611 number from your SNI and we will be happy to set up an appointment with you.
- Either way you decide to fix the wiring, you can still have telephone service until the wiring is repaired by keeping your power failure phone plugged into your SNI and running the phone cord into the house through a window that is near the SNI.
- If the problem still exists at the SNI, then Volcano Telephone is responsible to repair our lines. Find a working phone line and call us at 1.209.296.7501, 24 hours a day, 7 days a week. In most cases you will not be required to be at home for us to come out to repair the line. The exceptions to that rule would be:
- If you have a locked gate accessing your property; or
- If you have dogs that run free or are restrained near the SNI.
Our goal is to give you the best telephone service possible and we will strive to accomplish that goal.