Troubleshooting Tips |
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The following topics cover the most typical situations that you may encounter, along with an explanation and action to take. We bill for Digis Phone Service every month in advance. Because we activate the phone service after your Internet service has been installed and after you've received your initial invoice from your installer, we prorate the phone service for the balance of the current billing cycle. Your next invoice will include the prorated amount, plus the next month's charge for phone service. The Digis Phone Service uses digital technology, while faxing and DVR-type connections to the phone use analog technology. We cannot guarantee that these services will work successfully on the Digis Phone Service. However, faxing is more likely to function properly if the fax baud rate (speed) is set to a slower speed. Alarm systems will not work with our service. The Digis Phone Service uses your Digis Internet connection. Please check to see if your Internet connection is working by opening a web browser on your computer to view your home page. If it's not working, contact Digis Customer Care; otherwise do the following: A. Check power: Please make sure that the green lights are active on the Linksys Phone Adapter. Power-cycle the adapter (unplug the power, then plug it back in) and wait for 1-2 minutes for it to reset. This may fix the problem. B. Check wiring: Verify the wiring to make sure the Ethernet plug on the Motorola Antenna Power Supply is plugged into the "Internet" (blue) jack - see step 4. Also check to make sure the phone wire is plugged into the "Phone 1" jack - see step 6. C. Check lights: The normal light configuration on the adapter should be: 1st light (power) solid green; 2nd light (Internet traffic), flickering green; 3rd light (Phone 1 jack) solid green when the phone is on hook-flashing when the phone is off-hook. If the lights ARE NOT in this configuration, contact Customer Care. If the lights ARE in this configuration and you do not hear a dial tone, try plugging a single phone directly into the phone adapter "Phone 1" jack, to verify a dial tone. If you still don't hear a dial tone, try using a different phone and cable to see if the phone is malfunctioning. Contact Customer Care if you have trouble resolving the problem. D. Port Completed? If your phone(s) quit working and you have ported your number, it's possible that your port has completed. To verify port completion, see tip 6. For additional porting information, click here. E. Contact Customer Service: If you still cannot get the phone service to work, please contact our Customer Care department to resolve the problem. Caller ID is available for both inbound and outbound calls. Inbound caller ID should work properly when connected to a phone that supports caller ID. Outbound caller ID is also provided, but it may take several weeks for your name to properly display on the phones that you are calling. Be sure to enable outbound caller ID by dialing *68 from your phone, which unblocks outbound caller ID. If your name does not display properly after 30 days, please contact Customer Care to resolve the problem. If inbound caller ID quits working, please dial *65 to enable it. If you are having call "breakup," "choppiness," or "dropout" issues, (the audio goes out for several seconds) there may be several causes. One possibility is in-home interference from multiple wireless devices. Our Digis antenna is located on the roof of your home, and the frequency it uses is very close to some of the frequencies used in cordless phones and routers. Try using a corded phone for a day to make calls, and unplug the power from all cordless phones, to see if the problem is resolved. If it is resolved, then most likely the choppiness was caused by wireless interference in your home. Try relocating the cordless phone base as far away as possible from our antenna on the roof and away from a wireless router to see if that fixes the problem. There are other things that we can do to attempt to resolve these issues-contact our Digis Customer Care department for options. For porting status, please e-mail: phoneadmin@digis.net and we'll provide a status update or respond to any porting questions. We use e-mail to notify you of porting problems and port completion. Please make sure that you have provided Digis with a current e-mail address to receive these notifications. In some situations we may need to have you fax a copy of a phone bill to us, or remove a line freeze or DSL on your current phone account to proceed with the port. Most ports take approximately 20-30 calendar days. If you have not received any e-mail response from Digis regarding your port status after 30 calendar days, please e-mail phoneadmin@digis.net or call Digis Customer Care to check the status. Please be sure that you have visited the page, "Setting Up the Phone Service." There are also installation videos on our website: http://digis.net/phone. If you have followed these instructions, and are still having difficulty hooking up the phone service, please contact Digis Customer Care. If someone has left a voicemail message, you will hear a "stutter" dial tone when you pick up the phone. To access your voicemail, please review the " Feature Setup and Use" page. If you dial your number from your own phone and are not prompted for your password, you may have inadvertently turned off outbound caller ID, so the voicemail system doesn't recognize your number. Activate outbound caller ID by dialing *68 on your phone. You can access Digis Voicemail from any phone by calling your number and hitting the "*" (star) key during the greeting message. To use your own answering machine and turn off the Digis voicemail, refer to the "Feature Setup and Use" page. If you cannot access your voicemail or the http://phone.digis.net website because you lost your password, look on the front of this booklet or on the Digis Linksys phone adapter where it is printed. If you ported your number after receiving the adapter, the password changed and it was emailed to you. If you still cannot locate the password, please contact Digis Customer Care. 10. Dialed Calls Give a Fast Busy Signal If you can receive calls on your Digis Phone Service, but cannot make calls it's possible that your phone is set to "pulse" mode rather than "dial-tone" mode. (press the "9" key and see if you hear clicks rather than a tone). Verify that the switch on yhour phone is set to "tone," and not "pulse." The switch may be labeled "T" or "P." To cancel the Digis Phone Service, please contact Digis Customer Care. We will direct you to an online postage paid lable that you can use to return the Digis Linksys Phone Adapter. Once we receive the Adapter, we'll remove the service from your account. If you are porting your phone number to another provider, please don't return the adapter until the port-away has completed to assure that we don't prematurely disconnect your phone number. |
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