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CALLING FEATURES
Troubleshooting Your Metronet Phone Service

The phone is dead. There is no dial tone:

Look for cracks in the telephone, broken or frayed cords, or phone lights that don’t work. If you find one of these symptoms, unplug or replace the damaged equipment and see if the problem has cleared. If you have a cordless phone, the battery may be low. Make sure the battery is charged or replace the battery. Be sure all phones are hung up and all handsets are in their receivers.

If you have a computer modem, be sure the modem is disconnected. Be sure all phone-related devices are working correctly (answering machines, alarm lines, fax machines, credit card machines, modems, etc.). Unplug all phones, wait 15 minutes, and then plug one phone in at a time, testing each one to verify it is working correctly.

I hear a dial tone, but I can’t make phone calls:

The phone line may be programmed to stop certain types of calls, like long-distance calls. This is called “blocking” or “toll restriction.” Unplug all phones, wait 15 minutes, and then plug one phone in at a time, testing each one to verify it is working correctly.

If one phone is not working and the rest are, unplug the phone that is not working and replace it with a phone that is working. If the phone works, the original phone may need to be replaced. If neither phone works, the problem is probably elsewhere in the network. Call Customer Service at 877-407-3224.

If you can make local calls but not long-distance calls, ensure that you have subscribed to a long-distance service through a long-distance carrier. If you are not subscribed to a long-distance service, you may need to use a calling card to complete your call.

I can’t receive calls:

Be sure the phone’s ringer is turned on.

Check to see if you have any Call Forwarding services activated.

Unplug all phones and phone equipment, wait 15 minutes, and then try plugging a phone into a jack. Have someone call you. If you still can’t receive the call, try another phone, phone cord, and/or jack.

I hear static or echo while talking on the phone:

An echo causes callers to hear the sound of their own voice. Check to ensure there isn’t a problem with your telephone equipment. Look for problems like cracks in the phone, frayed cords, or phone lights that don’t work.

If faulty equipment is found, unplug or replace the damaged equipment and see if the problem has cleared.

Verify that all phones are hung up and that all handsets are in their base receivers.

Unplug all of the phones, answering machines, fax machines, Caller ID units, and computers from the wall or baseboard jacks. (If any of the above equipment is powered by an AC adaptor, unplug it from the AC outlet also.) Wait 15 minutes and then try plugging a corded phone into one of the jacks.

The phone is ringing, but there is no one on the line:

Is your Call Forward service on? If Call Forwarding is activated on your phone, your calls may simply be bypassing your phone and going directly to your forward-to number or to Voicemail. This will cause your phone to ring one time.

Unplug all the phones and phone equipment, wait 15 minutes, and then try plugging a corded phone into one of the jacks. Have someone call you. If this does not work, try another phone or replace the phone cord and/or wall jack.

This may be a misdirected call. A computer or fax machine could be programmed incorrectly to dial your telephone number.

If you discontinue a phone call by depressing/releasing your switch hook and then hang up the phone (depressing the switch hook a second time in a row), the phone system may see this as a request for a three-way call and therefore ring your phone.

Some telemarketers use an auto-dialer to call you. This causes a delay in the telemarketer’s greeting as you answer your phone.