There are a number of reasons why you may
not be getting dial tone- we suggest you check each of the following:
1) If using a Broadband Telephone
Adapter, make sure it has power (the power light is on) and that it is
connected to your router or modem with an Ethernet cable.
2) If using a Broadband Telephone
Adapter, make sure your phone is plugged into the proper port (if you only
have one line, you must plug into port #1).
3) Make sure your internet service is
not down. You can do this simply by launching a browser and seeing if
you can visit a popular site such as Yahoo or Amazon.
4) Make sure your router doesn't have
any special port blocking or non-default security settings turned on.
5) If using a softphone, make sure you
have the latest version and have logged in with the proper username and
password.
If the problem isn't one of the above and
you are using a Telephone Adapter, perform a reset by unplugging the power
cord, waiting 15 seconds, and then plugging it back in. If after 5
minutes you still don't have service, contact customer care.
Mobile Service
There is no dialtone per-se with wireless
service, but if you are having trouble making or receiving calls:
1) Make sure your phone is turned on
and has power.
2) Make sure you are in a 7TEL
Service Area.
3) Make sure your phone shows at least
1 bar of signal strength.
If the problem isn't one of the above,
contact customer care.
Poor audio quality
VoIP Service
Poor audio quality (garbled voice, block of
silence, etc.) is typically caused by problems with your broadband connection. If
you are experiencing audio quality problems on most or all calls, you should
contact your broadband provider and report the problem to them- they may be
able to assist you in tuning your network. You can also use online
tools at DSLReports.com and TestYourVoIP.com to isolate the problem(s).
If the problem happens intermittently, check
to make sure that no-one is hogging all your bandwidth (music or video
downloads, online gaming, etc.).
If the problem happens only at peak hours of
the day, it could be that your broadband service is over-subscribed.
Mobile Service
Poor audio quality on mobile phones is
typically caused by low signal strength or interference. Make sure you
have a strong signal and try to move to an area that is prone to
interference. If you feel that this is not the problem, contact
customer care.
Fast busy when I try to make a call
First, make sure the number you are dialing
is correct. If it is, then contact customer care.
Fast busy or error message when I try to
access my 7TEL Center
This is most likely due a temporary service
outage. If the problem lasts more than 5 minutes, contact customer
care.
Dropped calls
VoIP Service
This is most likely a random glitch in the
network and should happen very infrequently. If it happens regularly,
though, contact customer care.
Mobile Service
This can happen if your signal drops due to
movement or switching cell towers. If it happens regularly even while
staying in the same spot with a strong signal, contact customer care.
Can't log in on the web
If you can't view the site at all, make sure
your internet service is not down. You can do this simply by launching
a browser and seeing if you can visit a popular site such as Yahoo or
Amazon.
If you can get to the site but your login
fails, make sure you are using the proper username (your 7TEL email
address) and password.
If the problem isn't one of the above, it
could be a temporary service outage. Please wait 5 minutes and if the
login still does not work contact customer care.
Problems checking messages on the web
Popup Blockers may prevent you from checking your messages or may cause unusual behavior.
Please turn off any Popup Blockers while in the 7TEL Center (most blockers can be disabled on a site-by-site basis).
If you've turned off any Popup Blockers but are having trouble opening
attachments or listening to voicemails, try clearing your temporary internet files cache. You can do this
in Internet Explorer by selecting Tools->Internet Options... and then clicking "Delete Files..." under "Temporary Internet Files."
Other browsers have similar functions.
If the problem isn't one of the above, it
could be a temporary service outage. Please wait 5 minutes and if the
problem persists contact customer care.
I'm not receiving inbound calls
VoIP Service
1) If using a Broadband Telephone
Adapter, make sure it has power (the green power light is on) and that it is
connected to your router or modem with an Ethernet cable.
2) If using a Broadband Telephone
Adapter, make sure your phone is plugged into the proper port (if you only
have one line, you must plug into port #1).
3) Make sure your internet service is
not down. You can do this simply by launching a browser and seeing if
you can visit a popular site such as Yahoo or Amazon.
4) Make sure your router doesn't have
any special port blocking or non-default security settings turned on.
5) If using a softphone, make sure you
have the latest version and have logged in with the proper username and
password.
6) Make sure the ringer on the phone
is not set to "off" and make sure the phone is on-hook.
7) Make sure you don't have your
privacy settings configured to block most or all calls.
If the problem isn't one of the above and
you are using a Telephone Adapter, perform a reset by unplugging the power
cord, waiting 15 seconds, and then plugging it back in. If after 5
minutes you still don't have service, contact customer care.
Mobile Service
1) Make sure your phone is turned on
and has power.
2) Make sure you are in a 7TEL
Service Area.
3) Make sure your phone shows at least
1 bar of signal strength.
If the problem isn't one of the above,
contact customer care.
Can't call 900, 976, or other
"information service" numbers
7TEL does not allow calls to
information services.
