Support Procedure for Phone Outage
The first step when experiencing a phone outage is to determine whether all phones are affected or just some of them. The answer to that question will guide everything that follows.
Not All Phones Down
If only one or a few phones are having issues while others are working normally, this is most likely a phone-specific problem. Try rebooting the affected phone by unplugging the power cable, waiting a few seconds, and plugging it back in. If the phone still does not come back after rebooting, contact support by submitting a ticket.
Phones Down but Internet Working
If all phones are down but you can still connect to the internet, this points to a phone configuration or network issue rather than an ISP problem. Start by rebooting each phone by unplugging power and plugging it back in. If the phones do not recover after rebooting, contact support immediately by email or phone.
Phones and Internet Both Down
If neither the phones nor the internet are working, the issue is with your internet connection. Follow the network restart procedure below before contacting anyone else.
Network Restart Procedure
- Unplug the power from your cable modem. Wait 30 seconds, then plug it back in. Wait for the power light to become steady before moving on.
- Once the modem is back online, unplug the power from your network router and plug it back in. The router can take up to five minutes to fully come online.
If your phones and internet do not come back after completing this procedure, contact your internet service provider for assistance. If the issue persists after that, reach out to support by email or phone.