[Bresnan] 3 techs at my house and no phone service ok since the technicians at optimum are boneheads, i need help
i have the 3 in one package through optimum- i have internet,cable tv, but my phone display sais NO LINE
that usually means something isnt hooked up at all or not hooked up correctly with this arris modem.
ive unplugged every single phone line in my house, still NOTHING!!
so here i am asking for help to get my home phone back cause i dont have a cell phone( i know, im in the dark ages) any help would be greatly appreciated
gar187erI do this for a living
Re: [Connectivity] i have had 3 techs at my house and no phone s 1- this is the comcast forum.....
2- what kind of phone modem do you have?
3- do you have dial tone when you plug a phone directly into the back of the modem?
4-what did the techs say when they were at your house?
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tm502g/ct thats the modems model number
the modem is an arris
no dial tone at all, its driving me nuts
all it sais on my phone is no line, like theres no phone line available
IowaCowboyWant to go back to IowaPremiumReviews:
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First, I'd recommend that you post this in the optimum forum as this is the Comcast forum, and Optimum may have employees that monitor their respective forums. Here we have Comcast employees that monitor this forum as well as the Comcast direct forum, which is a private forum for direct member to Comcast employee communications.
Second, try a different phone (preferably a corded phone) as it may be the phone itself that may be bad. Anything made by Uniden tends to be problematic as I am always replacing their products. I plan on purchasing a Panasonic phone set because members of a different forum on this site gave them good reviews.
First off - does this phone work if you take it to a friend's house that has straight POTS (eg Qwest, etc)? Do other phones (not handsets hooked to the same base, but an actual phone like a plain corded phone) work on the eMTA?
Maybe try a phone cord that reverses the polarity or if you have one that does try one that doesn't? If all phones don't work, what type of cable is backfeeding the eMTA into the home's wiring? Is the home's wiring isolated from any POTS provider?
I have a fax machine hooked up to a Linksys SPA2102 ATA (isn't with Optimum) and if I use a straight through (ie red -> red, green -> green) cable going from the fax machine right into the ATA, the fax shows off-hook while the ATA shows the line is on-hook. If I reverse the polarity on the ATA it's fixed, or if I use a 'crossed' cable (ie red -> green, green -> red) with the ATA on normal polarity it also fixes it.
Worth a shot. Some endpoints (eMTA, ATA, ONT, etc) put out voltage that some phones don't like. It is within spec (around 48V) but off just enough where some phones won't play nice with it so you have to manipulate it some to get it to work.
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Re: [Bresnan] 3 techs at my house and no phone service Edit: Double post
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No dial tone when you plug a known working phone directly into the correct phone port of the cable modem? What did the techs say when they were there?
Nobody here can help with that - you need to call Optimum.
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Chances are, they are having issues provisioning your modem. I believe with that particular modem, you can't see the provisioning configuration screen.
I've run into this issue with Cablevision before, with my brother's OV setup.
My sister-in-law took their modem to have it swapped out because they were having issues and that was what the person on the phone told her to do. They assured her it was all configured for her and all she need to do was to hook it up and everything would work.
It didn't, and I got the next phone call to come and see if I could get it working.
I go to the link to see the modem configs and it is VERY clear that her modem was not configured for the phone to work. It looked something like this.
I call and explain that the phone is not working and that I suspect that the modem has not been configured for the phone to work, the guy on the other end checks the modem and tells me he sees it is properly configured and should be working. I tell him I am looking at the configuration page on the modem and it is NOT configured, I read off the page and I hear something along the lines like
Oh, you can see the configs??
Next thing I am speaking to a different person, who again assures me that the modem is properly configured and they will have to send someone to replace it, I again explain I am looking at the configs and the modem is NOT configured, I get another comment like..
Oh, you can see the configs?
Hold on I'll send the provisioning information again, but I doubt it will work, we need to replace that modem.
A few minutes later, he gets back on the phone to tell me he resent the configs, but he doubts it will work. Lo and behold I see the configs arrive and the phone starts working...
Had I not been able to see the configs, I have no idea how long it would have taken for CV to fix their phone....
You need to stay on them to fix it and don't let up until they do...
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You can see whether or not voice is provisioned on the Arris modems.
Head to http://192.168.100.1/EventLog.htm
and you should see this if all is well:
Date Time Event Level Enterprise Event ID Description
9/13/2011 8:45 5 4115 26 MTA PROV: Successful!
As well as this on the main page (http://192.168.100.1
Interface Name Provisioned State Speed
LAN Enabled UP 100 (Full)
CABLE Enabled UP ----
MTA Enabled UP ----
And this on the CM state page (http://192.168.100.1/cm_state.htm
Complete Telephony-Reg with Call Server
Complete Telephony-Reg Complete Line(s): 1
Besides looking at the logs to see if it was provisioned, what is the Tel1 light doing on the front of the modem? Does it change if you completely remove the RJ-11 from the modem?
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I suggest you post in the Direct Forum
(»OptimumOnline Direct), which is write-only (you can't see other people's conversations with OOLtechs), and identify yourself via name and phone- or account number.
I am still not sure if the Cablevision -East organization will take Optimum-West action, but it's worth a try.
A hard No-Dialtone issue like the one you describe should not be so hard to figure out, as others have posted, but clearly customer service rep's training quality seems to vary on that subject.
At this time East support cannot see West accounts or modems, so they won't be able to resolve his issue for him.
edit: Though, they can see if the number is provisioned. They will not be able to fix it if it is not.