Troubleshooting Tips

If you have other questions or require further support, please click here to chat with a technical support professional using our Live Help service.

Receiving Calls

I am unable to receive incoming calls. What's wrong?

Your Call Forwarding conditions may be redirecting callers to your voicemail or to another phone number. Log into the VoiSelect Customer Portal and click the Features tab. Under the Call Handling Options, verify if there are any call forwarding conditions specified. Make corrections as needed and click the Apply button.

If your Call Forwarding conditions are set correctly but you still cannot receive calls, your Do Not Disturb option may be enabled. This feature prevents your phone from ringing to alert you to incoming calls. To disable this feature from the VoiSelect Customer Portal, place a check next to Do Not Disturb under the Call Handling Options and click the Apply button.

If adjusting your Call Forwarding and Do Not Disturb settings does not resolve the issue, please click here to chat with a technical support professional using our Live Help service.

I know that I am receiving calls by viewing my Call Logs, and I do have a dial tone, but my phone does not ring. What's wrong?

First, verify that the ringer is enabled on your telephone. On some phones, a switch on the side or bottom of the handset will activate the ringer. On some new cordless telephones, you will need to access the phone Menu to adjust ringer settings. Please refer to the owner's manual for your telephone for instructions on ringer settings.

If your ringer is set properly and you still cannot receive calls, refer to the question above (I am unable to receive incoming calls. What's wrong?) or click here to chat with a technical support professional using our Live Help service.

Interruption of Service

I do not have a dial tone.

If you do not have a dial tone, try these troubleshooting techniques or click here to chat with a technical support professional using our Live Help service:

• Verify that your phone line is connected to the correct phone port on your VoiSelect telephone adapter. If there is only one VoiSelect line, the phone line should always be connected to the Phone1 or Line 1 port.
• Ensure that all phones connected to the VoiSelect service are connected to the receivers and none are off the hook.
• Powercycle your VoiSelect telephone adapter and broadband modem.
• If you are using a cordless phone, ensure that the phone is charged and replace the batteries, if needed.

I'm experiencing a power outage and my service is not working. Why?

VoiSelect cannot function if the Internet connection is not working properly or if power to the telephone adapter is interrupted. E911 service will also not be available in the event of a power outage.

If you have other questions or require further support, please click here to chat with a technical support professional using our Live Help service.