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Chapter 7
:
Troubleshooting
I don't have a dial tone when I pick up the phone - why?
In order for telephone service to be functional on the Telephony Gateway, telephone
service must have been purchased from the service provider and configured on your
Telephony Gateway. The following steps should help in identifying the source of the
problem.
1.
Is the Power LED lit?

If not, check to make sure the Telephony Gateway is plugged in and the outlet has
power. Use only the external AC power adapter (if provided) and power cord
included with the equipment.

If the LED is lit, go to the next step.
2. Is the Online LED lit?

If not, check the coax connection at the Telephony Gateway and the wall. Ensure
they are connected and tight. If they are and you do not have dial tone, contact your
service provider.

If the Online LED is lit, go to the next step.
3. Is the Telephone (Tel 1 or Tel 2) LED lit?

If not, phone service has not been set up on that line. Contact your service provider.

If it is blinking, there is a phone off hook somewhere in the house. Find that phone
and hang it up.

If it is lit, go to the next step.
4. Is the phone plugged directly into the Telephony Gateway?

Make sure the phone is plugged into the port on the back of the Telephony Gateway
labeled “Tel 1” for line 1, and “Tel 2” for line 2.

If so, try a different phone. Make sure the new phone is a working phone.

If a known good phone is used and you still don’t have dial tone, try a different
phone cable. If a new phone and cable do not restore dial tone, call your service
provider.
5. Is the Telephony Gateway plugged into a wall outlet?

If so, unplug the phone connector at the back of the Telephony Gateway and plug in
a known working phone. If you now have dial tone, the problem is with the house
wiring. Contact your cable company or a qualified wiring technician to correct the
house wiring. If you still do not have dial tone, contact your service provider.
Release 24 STANDARD 1.1 March 2015 Touchstone TG2492 Telephony Gateway User Guide 39
Copyright ARRIS Enterprises, Inc. 2015. All Rights Reserved.