No telephone line

Problems with the telephone line

I don’t hear a dial tone when I lift the receiver. What should I do?

If your cable television and/or cable Internet are not working, in addition to your telephone, please contact our technical support at 1-877-380-2611 (with another phone or find how to contact-us).

If your cable television and/or cable Internet are working properly, then it should be relatively easy to identify the problem by following these instructions:

Step 1
 

If you use a cordless telephone, make sure that the base is plugged in and the handset is charged.

Check your dial tone. If the problem persists, go to the next step.

Step 2
 

Make sure that your cable modem is on (the "Power" indicator is lit and stable). If not:

Check that your modem’s power cord is securely plugged into the modem and electrical outlet, and that the electrical outlet is powered (is there a switch?)

Note: During a power outage, if your modem is battery-powered, only the "Power" (flashing) and "Tel" (stable) indicators will be lit, but your line will still be working. The battery will ensure telephone service for a period of up to eight hours, depending on use. Check your dial tone. If the problem persists, go to the next step.

Step 3
 

Is the "Online" indicator lit? If not:

• Reinitialize your modem by pressing lightly on the recessed “RESET” button located at the back of the modem with a pointy object (such as a paperclip or pen tip) for five seconds. 
• On release, wait until the "Power", "DS", "US" and "ONLINE" indicators are lit and green. 
• Check your dial tone. If the problem persists, go to the next step.

Step 4

• Make sure that the "Telephone 1" indicator (or “Telephone 2”, if you have a second line) is lit and stable. If it is flashing, this means that your handset is off the hook.
• Check your dial tone. If the problem persists, go to the next step.

Step 5

• Connect a telephone directly into your modem.
• Disconnect the telephone cable connecting your telephone wall jack to the modem.
• Connect a fixed telephone directly into your modem in the “Tel ½” port.
• Check the dial tone. If the dial tone is restored, reconnect the telephone cable from the telephone wall jack to the “TEL ½” port. If the dial tone disappears again, then the problem may be related to your inside telephone wiring, which is your responsibility.

Contact our technical support at 1-877-380-2611 (with another phone or find how to contact-us). Please note that additional charges may be applicable if a technician must pay a service visit to your home.

If the dial tone still doesn’t work, test with another telephone in case the first one is defective or incompatible.

If after these steps the problem still persists, please contact our technical support at 1-877-380-2611 (with another phone or find how to contact-us).

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