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Troubleshooting
If you have difficulty with your telephone, please try the suggestions below.
For customer service, or to purchase accessories or replacement parts, visit our website at
www.telephones.att.com
, or call
1 (800) 222-3111
.
In Canada, dial
1 (866) 288-4268
. Have the serial number, found on the underside of your telephone, available when contacting customer service.
Please retain your receipt as your proof of purchase.
My telephone appears to be dead.
There is no dial tone.
I cannot dial out.
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Make sure alkaline batteries with enough charge are installed.
Unplug the telephone’s batteries and telephone line cord. Wait for approximately 15 seconds, then plug them in again. Allow up to one minute for the telephone to synchronize.
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First, try all suggestions in My telephone
appears to be dead on this page.
The telephone line cord might be malfunctioning. Try installing a new telephone line cord.
Make sure the coiled handset cord is securely installed between the handset and the telephone base.
Disconnect the telephone base from the telephone jack and connect a different telephone. If there is no dial tone on that telephone either, the problem is in your wiring or telephone service. Contact your telephone service provider (charges may apply).
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First, try all suggestions in There is no dial
tone on this page.
Make sure there is a dial tone before dialing.
It is normal if the telephone takes a second or two before producing a dial tone. Wait an extra second before dialing.
Check that all the telephones connected to the same telephone line are hung up.
Make sure to set the DIAL MODE to the correct setting (pulse dialing or tone dialing) for the service in your area (see Feature summary on page 15).
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Appendix
Troubleshooting
The telephone does not ring when there is an incoming call.
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If any of your other telephones are having the same problem, the problem is in the wiring or telephone service. Contact your telephone service provider (charges may apply).
If you are using the speakerphone, eliminate any background noise. Noise from a television, radio, or other appliances might cause the telephone to not dial out properly. If you cannot eliminate the background noise, first try muting the telephone before dialing, or dialing from another room in your home with less background noise.
Make sure the ringer is on (see Ringer volume on page 13).
Make sure the telephone line cord is plugged in properly (see Telephone installation on page 8).
There might be too many extension telephones on the telephone line to allow all of them to ring simultaneously. Try unplugging one telephone at a time until the telephones start ringing.
Test a working telephone at the same telephone jack. If another telephone has the same problem, the problem is in the telephone jack. Contact your telephone service provider
(charges may apply).
The telephone line cord might be malfunctioning. Try installing a new telephone line cord.
My calls fade out or cut in and out when I am using the telephone.
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If you are using the handset when this problem occurs, try unplugging the coiled handset cord and firmly plugging it in the handset and telephone base again.
If you are using the speakerphone when this problem occurs, eliminate any background noise. Noise from the television, radio, or other appliances might cause the speakerphone to cut in and out. Try pressing MUTE when you are not speaking to eliminate the background noise.
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Appendix
Troubleshooting
I hear other calls when using the telephone.
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Disconnect the telephone base from the telephone wall jack and plug in another corded telephone. If calls are still not clear, the problem is probably in the wiring or telephone service. Contact your telephone service provider (charges may apply).
If you subscribe to high-speed Internet service (DSL - digital subscriber line) through your telephone line, you must install a DSL filter between the telephone line cord and the telephone wall jack (see Telephone
installation on page 8). The filter prevents noise and caller ID problems caused by DSL interference. Please contact your DSL service provider for more information about DSL filters.
Disconnect the telephone base from the telephone wall jack. Plug in a different telephone. If you still hear other calls, the problem is probably in the wiring or telephone service. Contact your telephone service provider (charges may apply).
appears on the screen.
• The batteries need to be replaced. Remove and install new alkaline AA batteries (purchased separately).
Display screen is blank.
• Make sure alkaline batteries with enough charge are installed.
Operation during a power failure.
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This telephone operates during a power failure if a telephone line cord is installed between the telephone wall jack and the telephone base. You are able to answer calls with the handset, and make calls using the dial pad keys. No other features work unless batteries are installed. All settings in menu options are retained during a power failure if a telephone line cord is installed between the telephone wall jack and the telephone base.
If there are no batteries installed and the telephone is plugged into a telephone wall jack, when you lift the handset the screen display works using the power from
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Appendix
Troubleshooting
• My caller ID features are not working properly.
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• telephone line. For more details about the line power, contact your telephone service provider
(charges may apply).
If you neither install batteries nor a telephone line cord in this telephone, after a few minutes, the telephone automatically clears the directory, call history, speed dial memory locations, and the last number dialed memory.
At the same time, all settings in menu options change back to the default ones.
Caller ID is a subscription service. You must subscribe to this service from your telephone service provider for this feature to work on your telephone.
The caller might not be calling from an area that supports caller ID.
Both your and the caller’s telephone service providers must use equipment compatible with caller ID service.
If you select NEW CALL FIRST in CALL LIST
ORDER, the telephone first shows the caller
ID entries that have not been reviewed, then entries starting with the most recent call in the call history. If you select BY TIME, the telephone shows the caller ID entries starting with the most recent call in the call history
(see Feature summary on page 15).
If you subscribe to high-speed Internet service (DSL - digital subscriber line) through your telephone line, you must install a DSL filter between the telephone line cord and the telephone wall jack (see Telephone
installation on page 8). The filter prevents noise and caller ID problems caused by DSL interference. Please contact your DSL service provider for more information about DSL filters.
Make sure the area codes are set correctly in the telephone (see Set home area code on page 16 and Set local area code on page 16).
Reset the telephone. See Common cure for
electronic equipment on page 44.
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Appendix
Troubleshooting
The telephone does not receive caller ID or the telephone does not display caller ID during call waiting.
I subscribe to a nontraditional telephone service that uses my computer to establish connections, and my telephone doesn’t work.
Common cure for electronic equipment:
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Make sure you subscribe to caller ID with call waiting features provided by the telephone service provider.
The caller might not be calling from an area that supports caller ID.
Both your and the caller’s telephone service providers must use equipment compatible with caller ID service.
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Make sure your computer is powered on.
Make sure your Internet connection is working properly.
Make sure that the software is installed and running for your nontraditional telephone service.
Make sure to plug your USB telephone adapter into a dedicated USB port on your computer.
Do not plug into a multiple port USB hub (USB splitter) that is not powered.
In a few rare instances, the USB port on your computer may not have enough power. In these instances, try using a USB hub with its own external power supply.
If you are using a firewall, it may prevent access to your nontraditional telephone service provider. Contact your service provider for more information.
If the telephone is not responding normally, try resetting the telephone. Do the following in the order listed:
• Disconnect the telephone line cord from the telephone base.
Remove the batteries.
Wait a few minutes before connecting the telephone line cord to the telephone base.
Place the batteries back.
Wait for the telephone to synchronize its connection. This might take up to one minute.
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