If difficulties still persist after following these troubleshooting tips, please contact Internet Support at 1-888-423-2333.

What should I do if there's no telephone signal/dial tone?

• Make sure that your Cable Home Phone modem is powered on. In the event of a power failure, the battery of your digital phone modem will take over for approximately 8 hours.
• If you’re using a cordless phone, verify that both the handset and base station have power.
• Check to make sure that your telephone cord is connected to the telephone wall outlet.
• If you are able to access your Cable Home Phone modem, check to make sure that the phone line connecting your home’s telephone wiring to the Cable Home Phone modem is securely plugged into the jack labeled “Tel 1” on the back of the phone modem.

The phone service will not work in the event of a network failure or a cable modem failure. Northwestel will do everything possible to restore normal service as soon as possible following a power, network, or cable modem failure.

What do I do if one telephone has a dial tone, but another phone does not?

If it is a cordless phone that does not have a dial tone, verify that both the handset and base station have power. Verify that your telephone cord is connected to the telephone wall outlet. If convenient, unplug the telephone without the dial tone and connect your other, working telephone to the same outlet. If it works, there may be a problem with the other telephone. If it doesn’t work, there may be a problem with that outlet.

What should I do if my phone doesn't ring?

• Confirm that you have dial tone.
• Make sure the phone is plugged into port 1 of the phone modem and not Line 2.
• Check to ensure that the call forwarding function is not activated.

What if I have a voice quality issue?

Sometimes voice quality can be affected by your in-home cable wiring. Please ensure that you have not changed your cable wiring by installing additional splitters or coaxial cable or if you have moved your modem that you try moving it back. Our skilled technicians will be pleased to visit your home to assist with additional outlets or modem moves.

What do the lights on my digital telephone terminal mean?

Power
This light is used to indicate that your terminal is currently connected to its power source through the supplied power cord. It should always be solid green during normal operation. If this light is not on, please check the cable line and the power cord.

DS/US
These lights indicate the status of your modem’s connection to Northwestel’s network. During normal operation both should display a solid green light. During startup you will notice that first the DS light flashes then once it is solid the US light flashes until it is fully connected to our network.

Online
This light is used to indicate the operational status of the terminal itself. After successful connection to Northwestel, this light will turn and remain solid green. This light flashes briefly while restarting but should normally be solid green.

Link
This light indicates the status of the terminal’s connection to your PC or in-home network. If this light is not solid green then the modem is not connected to a PC or in-home network. Note that it is normal for this light to flash once when either place or answering a call whether there is a PC or network attached.

Telephone 1-2
These lights are used to indicate the status of the two possible lines that you may have using Northwestel’s Cable Home Phone service. Only line 1 will be provisioned for service, so only line 1 will have a light, line 2 will be dark. When the phone is off the hook, either to make or answer a call, then the light for that line will flash. Also, when the receiver is lifted, the Link light will flash once.
 

Battery 1-2
These lights indicate the status of the backup batteries used inside the cable modem to ensure operation during power outages. When your battery is charging or discharging, this light will flash green. Otherwise, under normal operating conditions it should be solid green.