2Wire HomePortal 3801HGV, User Manual

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VoIP Issues 110
HomePortal 3801HGV Gateway User Guide Troubleshooting 3801HGV Gateway
VoIP Issues
The following table provides information to troubleshoot VoIP issues:
Home PNA Issues
The following table provides information to troubleshoot Home PNA issues:
No WIRELESS light LAN clients are not connected
to the gateway through the
wireless interface
Ensure that at least one LAN client is connected to the
wireless connection of the gateway.
Wireless Interface is disabled Select the Enable Wireless Interface check box from
Settings > LAN > Wireless .
Internet is not accessible but
user interface of the gateway
is accessible
Inadequate connectivity Check the physical connectivity of the RJ11 cable to the
phone line port of the gateway device. Try using a
different cable.
Incorrect broadband settings • Check the connectivity status of Internet and DSL Link
on the user interface by navigating to Settings >
Broadband > Status
• Restart the gateway to refresh the broadband
connection
Incorrect LAN computer
settings
Ensure that the correct settings are configured on the
LAN computer.
No HOME PNA light Inadequate connectivity Check the COAX cable connection on the CABLE port
of the gateway and the COAX adapter and make sure
that it is securely seated in both ports.
Home PNA networking is
disabled
Select the HomePNA Networking check box from
Settings > LAN > Wired Interfaces .
Issue Possible Cause(s) What to Do
No VOICE 1 and VOICE 2
lights
Inadequate connectivity Check the RJ-14 cable connection from the gateway to
the phone port(s) and make sure that it is securely
seated in both ports.
No VoIP service VoIP services are not
subscribed
• Check your line status. Navigate to Services > Voice >
Status
• Call for VoIP service
No dial tone Service is down Check your line status. Navigate to Services > Voice >
Status .
Verify if the phone is in the Active mode:
• If yes, click
Ring Now to test the ring tone
• If the phone does not ring, check that the RJ-11 is
securely connected to the phone port
• If the issue persists, call the service provider
Issue Possible Cause(s) What to Do
No HOME PNA service HOME PNA service is not
activated
Check with your ISP for activating IPTV services.
Issue Possible Cause(s) What to Do