New Contributor II
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9 Messages
Dial tone but cannot call
I am currently experiencing a telephone problem and have been told by Customer service that no one can be out until 7/15. My modem went off line and when they finally got it back on line I had dial tone and thought nothing more of it. I later discovered that I got a busy signal on every number I tried to call. If someone tries to call me they get a message that the phone number is not available at this time, Does anyone know a fix for this?
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Accepted Solution
jimd
New Contributor II
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9 Messages
Just found out pin had to be reset with modem swap. Completed and all is well finally!
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Health_Edge
Valued Contributor III
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4.2K Messages
My guess is it's something that might of happened during the troubleshooting of the connection problem. Usually issues like that will first go through their internal telephone department before it goes out to a technician, so it should be fixed well before that. You might want to call and check to see if your trouble call is scheduled to the "Test Desk". Sounds like either a switch or provisioning issue.
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jimd
New Contributor II
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9 Messages
Thanks for the reply. I to figured it was something at the switch but also thought that the customer service tech would have had the ability to reroute the signal to test that. Oh well
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Health_Edge
Valued Contributor III
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4.2K Messages
They kind of do? Depends on the problem. Like they might be able to see the problem, but not fix it. Standard procedure should be to schedule a issue like this to the Test Desk and then if they can't fix it and require a technician, then they call to schedule. But thats just where I worked, I never worked for Cox telephone test desk. But you might want to call or have a moderator here make sure they have atleast had eyes on it.
And sorry if Im using techy talk, the fact that you know what a switch is makes me think your understanding what I am saying and I didn't want the tech going out there and saying "I can't fix this" so wanted to be blunt. Wish you luck, tell us how it goes.
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jimd
New Contributor II
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9 Messages
Worked in operations so was heavily involved in customer service, Will try calling in today because I agree, I don't think the tech will be able to fix it here without help from the plant. I'll let you know the outcome.
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Becky
Moderator
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4.3K Messages
I've located your account through your registered Forums email address, and I'm checking on this for you now. I will get back with you shortly!
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Becky
Moderator
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4.3K Messages
I ran a line test and got a result that indicates a possible line short, so I definitely recommend a service call. At this time there aren't any earlier time slots, but I'm going to keep an eye on the schedule for you throughout the afternoon. I will call you on the number ending in 48 if I find a time slot for this afternoon. Would you be available for a morning appointment tomorrow if one opens up?
Just to verify, is your telephone jack connected to the port labeled "1/2" on the back of your Cisco DPQ3212?
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Health_Edge
Valued Contributor III
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4.2K Messages
Oh Im sorry if I lead anyone on a wild goose chase. I was under the impression that he could recieve calls in, but couldn't dial out, and got a fast busy. That could be caused by a short? I only ask out of curiosity and incase someone else has a simular problem. Thanks for being so helpful.
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Becky
Moderator
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4.3K Messages
No worries, Health Edge!
I was under the impression that Jim had a dial tone, but calls out simply rang busy and incoming calls resulted in a number not available message. The eMTA is online and communicating with the network, but the line test indicated a possible resistive fault. It is certainly possible that I used incorrect terminology. If so, I apologize for the confusion!
Jim, I'm still keeping an eye on the schedule for you.
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jimd
New Contributor II
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9 Messages
Yes it is connected to the 1/2 jack and I will be available all day today and tomorrow. Thanks for your help with this.
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Health_Edge
Valued Contributor III
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4.2K Messages
No, if thats what your seeing, thats the problem. I was just apologizing for thinking it was something Test Desk needed to look into. I was the one wrong. Sometimes I need to learn to keep my fingers shut and let the experts handle some of these.
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Becky
Moderator
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4.3K Messages
Hi Jim,
I've had my eye on the schedule since I arrived at 6:30AM (EST) this morning, and wanted to let you know that I haven't forgotten about you!
Unfortunately, there haven't been any cancellations that would allow me to move you into an earlier time slot today. I truly apologize! Please let us know how things go during the service call this afternoon and if you have any further issues.
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jimd
New Contributor II
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9 Messages
Technician just left after at least an hour. Swapped out modem, after many calls determined whoever reset modem Saturday night left it in the wrong node/mode. Now just tried to retrieve voice mail and pin no longer works? Oh well the phones seem to be working so far. Thanks for following. Jim Donlon
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Becky
Moderator
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4.3K Messages
Thanks very much for the update! I apologize that we failed to let you know that the voicemail PIN would reset, but I'm glad to hear that everything is working as it should now. Feel free to reach out to us again if you encounter any future difficulties!
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