Chapter 8
:
Troubleshooting
Release 8 STANDARD 1.1 August 2016
Touchstone TM804G Telephony Modem User Guide
© 2011-2016 ARRIS Enterprises LLC. All Rights Reserved.
39
I can get on the Internet, but everything is slow
If the Web site you are visiting is very popular, that site may be having trouble servicing all the
requests. If other sites download quickly, wait for a few minutes and try again. Usage during
peak hours may also affect the connection speed.
Other communications on the LAN, or interference with wireless connections, may slow down
the connection.
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 Modem, telephone service
must have been purchased from the service provider and configured on your Telephony
Modem. 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 Modem 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 Modem 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 Modem?
•
Make sure the phone is plugged into the port on the back of the Telephony Modem
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 Modem plugged into a wall outlet?
•
If so, unplug the phone connector at the back of the Telephony Modem and plug in a
known working phone. If you now have dial tone, the problem is with the house
wiring. Contact your service provider or a qualified wiring technician to correct the
house wiring. If you still do not have dial tone, contact your service provider.
