Fax Ringing Calls

Symptom

• When people call you, they hear a fax sound after a number of rings.

Cause

• Customer owned equipment
• Inside wiring
• Network/Distinctive Ring issue

Resolution

1. Is call forward turned on?
   • If yes, turn off call forward. It's possible that the call is being forwarded to a fax machine.
   • If not, go to the next troubleshooting step.
2. Do you have a fax machine or dial-up modem?
   • If yes, disconnect the telephone line to the fax, turn off the answering functionality, or change the number of rings before answering (check the manual of your fax machine for instructions), and see if the issue persists. If not, refer to the manufacturer of your device. Otherwise, go to the next step.
   • If not, go to the next troubleshooting step.
3. Do you have a monitored alarm system (active or otherwise)?
   • If yes, try turning off Long Distance Alert because the distinctive ring may be accidently tripping the response mechanism from the alarm system for a remote request.
     • If this resolves the issue, there is a conflict with your own equipment try leaving the long distance alert turned off and/or contacting the Alarm Company for the correct settings for their remote monitoring.
   • If not, go to the next troubleshooting step.
4. Attempt a direct connection of your telephone to the phone terminal (eMTA) using the RJ11 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 test to see if the issue is resolved.
     • If the direct connection works there is likely an unidentified issue with a piece of your equipment attached to the inside wiring (old alarm system, piece of equipment plugged in that is believed to be disconnected, or an equipment fault).
     • If you require a technician to check the cause, go to step 5.
     • Please be advised a technician fee of $49.99 plus tax may apply to any technician visit if the fault found is a result of non-Rogers equipment, or you have made changes to your wiring since the installation.
   • If a direct connection with two different phones doesn’t resolve the issue, go to the next step.
5. If people still hear a fax ring when calling you after you have completed the troubleshooting steps contact a Rogers Home Phone Technical Support Consultant.