Cordless Phone Issues

Symptom

• You are experiencing one way voice, no dial tone or outbound call issues on your cordless phone and the phone terminal (eMTA) is online.

Cause

• The cordless phone main base may have stalled and is not communicating properly with the handsets.

Resolution

1. Attempt to reset the eMTA.
   • To do this you will need to bring a non-sharp, pointy object (such as a pencil or paperclip) with you to the phone terminal (eMTA).
   • On the back of the eMTA look for a tiny round dark hole labeled Reset (Arris) or Reboot eMTA (Cisco/Webstar/Scientific Atlanta).
   • Poke the pointy non-metallic object into the PIN reset hole and hold it for 3-5 seconds.
   • At this point all of the lights on the eMTA should return to normal.
     • If the lights do not change when you press the reset button, perform a hard reset of the eMTA by removing the battery, unplugging the power cord, and then plugging the power back in after one minute
   • If resetting the eMTA does not resolve the issue continue to the next steps.
2. Power cycle the cordless phone main base by unplugging the RJ-11 phone cord from the jack and unplug the A/C power cord from the power outlet.
   • If power cycling the cordless phone main base resolves the issue monitor this and refer to the manufacturer if you find it necessary to constantly power cycle your cordless phone main base.
3. Attempt a direct connection of your telephone to the phone terminal (eMTA) using the RJ-11 phone jack.
   • Bring a working phone to the eMTA; if it’s a cordless phone ensure to bring the handset, main base with the AC power cord and phone cord with you.
   • On the back of the eMTA remove the phone cord from the telephone ½ port and set the cord aside.
   • Connect the phone cord from your phone to the back of the eMTA.
   • If this is a cordless phone make sure you connect the AC power.
   • When everything is plugged in check the handset you just connected for a dial tone.
     • If there is still no dial tone, try the steps in Troubleshoot Common Home Phone Issues.
     • If there is a dial tone there may potentially be a wiring issue in your home or an issue with that phone set. You can use your phone this way, however only the phone connected to the eMTA and any associated handsets will work.
4. If you can determine that the issue is with your cordless phone and is unresolved refer to the manufacturer.
5. If you require more information or further assistance contact a Rogers Home Phone Technical Support Consultant at 1 855 381-7836.