Telephone Troubleshooting

When your telephone service is not working properly, the problem could be in your equipment*, inside wiring or in the lines coming up to your premises. The Telephone Company is responsible for the lines on the outside of your premises to the NID (Network Interface Device). The NID is a gray box typically installed on the outside of the customer premise where the Telephone Company’s outside wires connect to the customer’s inside wiring. The customer is responsible for all lines and jacks inside your premise, unless you purchase an Inside Wire Maintenance Agreement from the Telephone Company. (Inside Wire Maintenance is not available in Dodgeville). When you have a service problem, we will do our best to locate and clear up the trouble. Trouble calls that turn out to be a customer owned problem will be billed for the repair. To report line trouble, call your Telephone Company.


Problem
Possible Care
Possible Solution
No dial tone on one phone. Equipment problem. Plug a known working phone into the jack. If there is dial tone, problem is with the original phone.
Jack / wiring problem. Plug a known working phone into the jack. If there is no dial tone, the problem is with the jack or wire.
A phone off the hook. Check all phones to make sure all are hung up properly.
Modem / Fax line still connected. Disconnect modem / fax line.
No dial tone on all phones. Equipment problem. Unplug all phones and equipment* from the phone jacks, one at a time until problem clears.
Line problem. Test line by connecting directly to the telephone NID (as shown below). If there is no dial tone, call your telephone company. If there is a dial tone, the problem is with the inside wiring or jacks.
Line disconnected. Is your bill current?
Noise / static on one phone. Equipment problem. Plug a known working phone into the jack. If the problem goes away, it is a problem with the original phone.
Line problem. Plug a known working phone into the jack. If the problem still occurs it is a line / jack problem.
Equipment problem. Unplug all phones and equipment* from the phone jacks, one at a time until problem clears.
Noise static on all phones. Line problem. Test line by connecting directly to the telephone NID. If the problem still occurs, call your telephone company. If the problem clears, it could be the inside wiring or jacks.

Mount Horeb
200 East Main Street - 437-5551
Tech Support
800-843-5827 - 608-437-6850
Dodgeville
305 North Iowa Street - 930-9985