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Support

Troubleshooting Calling Features and Hardware

Solution

Hardware

Refer to the table below for steps to take to troubleshoot your phone hardware.

IssueResolution
My phone has no dial tone.
  1. Check to make sure there are no telephones off the hook.
  2. Unplug all telephone equipment on that phone line for 5 to 10 minutes and then plug in a single hardwired phone.
  3. If you are able to restore dial tone temporarily, call 611 for assistance.
  4. If you are not able to restore dial tone, use a different phone; or contact us.
My phone is not ringing.Check the volume and ringer controls on your phone to make sure the settings are correct. If the problem persists, call 611.
I am getting short rings on my phone and no one is there when I answer.If your phone is giving only one short ring, you may have Call Forwarding activated on your line.

To disable call forwarding dial *73.
One of my phone jacks is not working.
  1. Try plugging another telephone into the jack to verify that the problem is not the telephone itself.
  2. Check all connections to make sure that all telephones are securely plugged in.
  3. If you continue to experience problems with the jack, call 611 for assistance.
I cannot use my fax machine or modem; my voicemail has a stutter tone.

If you are unable to clear the stutter tone by retrieving your messages, try adding commas in front of the phone number you are dialing.

Commas tell the equipment to delay before dialing. Try adding 6 to 8 commas to delay the equipment until the stutter dial tone for voice mail goes away.

Calling Features

Refer to the table below for steps to take to troubleshoot your calling features.

IssueResolution
I have Anonymous Call Rejection enabled, but I am still receiving out-of-area and unavailable calls.Anonymous Call Rejection does not block unknown or out-of-area callers. This feature only blocks callers that have Caller ID blocking.
I cannot dial 900 numbers.Cox does not support dialing a 900 / 976 number.
I cannot block 800 or 888 calls.Use Selective Call Rejection (*60) to block most numbers, including 800 numbers.

Note: Selective Call Rejection does not currently work with the SBV5222 Motorola modem. Contact us to find out more.
I'm having problems dialing an international number.When dialing an international number, it is not necessary to start your dialing with a "1" as it is replaced by the "011" code.
I cannot use some of my phone's features. I hear a fast busy signal.If you hear a fast busy signal when you try using a feature, this sound means that you do not subscribe to the feature. Contact us to add the feature to your telephone services.
I cannot dial out. When I try, I hear beeps and clicks.Check your phone setting and make sure the phone is set to "Tone" and not "Pulse."
Why do I need to dial an area code for certain local calls?With the large volume of telephone numbers being used today, many area codes have been split to allow for more telephone numbers to be introduced. These new area codes are associated with routing the call to specific communities and are required to complete the call.

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