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Telephone Service: Troubleshooting
Common Troubleshooting Suggestions
The modem does not register a cable connection.
• The modem works with a standard, 75-ohm, RF coaxial cable. If you are using a
different cable, your cable modem will not function properly. Contact your cable
service provider to determine whether you are using the correct cable.
There is no dial tone when I lift the telephone handset.
• Your telephone service may not be enabled from your cable telephone service
provider. Contact your cable telephone service provider for more information.
• Your telephone wiring may be connected to the wrong RJ-11 port on the cable
modem. The cable modem has two telephone ports. Verify that you are connected
to the correct telephone port.
• There may be a problem with your home telephone wiring. Use a telephone and
connect directly to the same RJ-11 port on the back of the unit. If the dial tone is
working here but does not work at other locations in the home, a professional may
need to diagnose and repair a problem with your telephone wiring.
• There may be a problem with your telephone set. Use a different telephone set
and listen to hear dial tone.
Check and Correct
If your cable modem does not operate as expected, the following tips may help. If
you need further assistance, contact your cable service provider.
• Verify that the plug to your cable modem AC adapter is properly inserted into an
electrical outlet.
• Verify that your cable modem AC adapter is not plugged into an electrical outlet
that is controlled by a wall switch. If a wall switch controls the electrical outlet,
make sure the switch is in the ON position.
• Verify that the POWER and CABLE lights on the front panel of your cable modem
are on.
• Verify that all cables are properly connected, and that you are using the correct
cables.
• Verify that your cable service is active and that it supports two-way service.
• Verify that you have called your cable service provider and given them the serial
number and MAC address of your cable modem, if your cable service provider
requests this information.
• If you are using a cable signal splitter so that you can connect the cable modem to
other devices, remove the splitter and reconnect the cables so that the cable
modem is connected directly to the cable input. If the cable modem now functions
properly, the cable signal splitter may be defective and may need to be replaced.
48 WebSTAR DPX2203 or EPX2203 VoIP Cable Modem User’s Guide 4004041 Rev B