Support

TROUBLESHOOTING

1. There is no dial tone when I pick up the phone
  • Check your Linksys Phone Adapter connection; refer to AIC Home Telephone (Digital) Self-Installation Guide.
  • Make sure the telephone is plugged into the appropriate port. If you only subscribed one telephone line, you should only plug your telephone set into the Phone 1 port of the Phone Adaptor.
  • Check the LED status.
    Make sure the Power LED, Internet LED and Phone 1 LED (and Phone 2 LED if you have subscribed two telephone lines) of the phone adapter are lit.
    • If Power LED is not lit, check your power adapter and the electrical outlet.
    • If Internet LED is not lit, check your DSL/Cable modem, router/switch/hub and network connection to the Internet. Your Internet is not working if you are not able to bring up a web page on the computer.
    • If Phone LED is not lit, check if the Phone Adapter has attained the correct IP address, pick up your phone and key in ****110#. If the IP address you hear is 0.0.0.0, there may be a configuration problem of the Phone Adapter, please contact our Technical Support.
  • The proper way for AIC Home phone to operate normally is to connect the Phone Adaptor directly to the DSL / Cable Internet modem. If you must connect the Phone Adapter behind a router instead of the DSL/Cable modem, check the configuration of your router (refer to its documentation). To check if the router is the cause of the problem, try to connect the Phone Adapter directly to the DSL/Cable modem.
  • Reboot your devices connected to the Internet connection.
    • Power off the cable/DSL modem, router or switch/hub and the Phone Adaptor,
    • wait at least one minute, power on the cable/DSL modem.
    • wait at least one minute, power on the router/switch/hub.
    • wait at least one minute, power on the Phone Adapter.
2. I hear fast busy tone after dialing a valid called number
  • Make sure your telephone is set to Tone mode instead of Pulse mode.
  • Make sure you are using the correct dialing format and telephone number.
  • Reboot your devices connected to the Internet connection.
    • Power off the cable/DSL modem, router or switch/hub and the Phone Adaptor,
    • wait at least one minute, power on the cable/DSL modem.
    • wait at least one minute, power on the router/switch/hub.
    • wait at least one minute, power on the Phone Adapter.
3. I can make and receive calls, but my telephones do not ring on incoming calls
  • Make sure the volume of the ringer of the telephones is set to audible level.
  • If you have modified your home wiring and have used all the phone jacks for our broadband service, try to reduce the number of the telephones connected.
  • If you are using router and the Phone Adapter is connected behind the router, try to bypass the router by connecting the Phone Adapter directly to the DSL/Cable modem and then rebooting the modem and the Phone Adapter. If the problem disappears, it is your router configuration that was causing the problem. Reserve an IP address for the Phone Adapter through your router DHCP configuration, and add this reserved IP address to DMZ zone of the router.
4. My calls have intermittent choppy voice or the calls got disconnected during conversation
  • There may be heavy Internet activity in your network when you are on a telephone call and thus you may not have sufficient Internet bandwidth and quality required for your telephone call. Try to stop other Internet activity during the telephone call.
  • You may not have sufficient Internet bandwidth from your Internet service provider. You can test your Internet speed at http://speedtest.shaw.ca or at http://pcpitstop.com/internet/BandwidthUp.asp. If the upload rate is below 90 kbps, the voice quality of your telephone call may be degraded. If the measured upload speed is much lower than specified maximum upload speed of the internet package you subscribed, we suggest you consult your Internet service provider as soon as possible.
  • If you are using a 2.4G wireless router and a 2.4G cordless phone, try to relocate the phone-base and the phone a few feet away from the router to avoid interference.
  • Try to use a different telephone set or handset if you were using cordless phone.
  • If you have modified your home wiring and have used all of the phone jacks for our broadband service, double check all the wirings.
5. I have checked the router configuration, but I still cannot make outgoing calls
  • Reserve an IP address for the Phone Adapter through your router DHCP configuration, and add this reserved IP address to DMZ zone of the router.
  • To do it the proper way, connect the Phone Adaptor directly to the Internet modem and your Router behind the Phone Adaptor.
6. I am using a switch/hub and have checked the connection, but I still cannot make outgoing calls
  • If you have confirmed that you can place calls when connecting the Phone Adapter directly to the Cable/DSL modem, make sure that you have sufficient IP addresses from your Internet service provider. Normally, you will be provided 2 IP addresses from your Internet Service Provider. Check with you Internet service provider if in doubt.
7. I can hear the other side but the other side can't hear me
  • Connect your Phone Adapter directly to the Cable/DSL modem, if the problem disappears, it is your router configuration that was causing the problem. Reserve an IP address for the Phone Adapter through your router DHCP configuration, and add this reserved IP address to DMZ zone of the router.
  • To do it the proper way, connect the Phone Adaptor directly to the Internet modem and your Router behind the Phone Adaptor.