Problems with your phone line

Often you can resolve an apparent phone line problem by following some simple diagnostic steps.

You can't find a phone jack

Virtually all Harvard residences have a phone jack in common (shared) rooms. There are often separate jacks (for separate phone lines) in suite bedrooms as well. Search the entire room before calling PaeTec. Check behind dressers, desks, beds, and in closets.

There is no dial tone

There are several possible reasons you have no dial tone. If you have a double jack installed in the room, be sure your phone is plugged into the TOP jack, marked VOICE. If you are using a modem, be sure the line coming from your modem is plugged into the VOICE jack, not the data jack.

If the jack you are using is in a bedroom as opposed to a common (shared) room, this is NOT an extension of the shared line; it is a separate jack for a separate phone line. If you just moved in, service may not be turned on. You need to apply for service to be turned on.

If there is more than one phone jack for the same phone line, be sure that one of the phones has not been left off the hook.

If your phone is plugged into an answering machine or fax, try plugging it directly into the jack instead.

If the phone works, this means the other equipment is probably causing the problem.

Check your phone and cord by plugging the phone into someone else's jack. If your phone works, the problem is probably with the phone line.

You can't make any calls

Your service may have been shut off because of an overdue balance. Check your account to be sure your account is current.

You can't make long-distance calls

Be sure you are dialing correctly. Click here to review basic dialing procedures. You can take incoming calls, but you can't call out:

Check to be sure yours is a Touchtone phone. If you have a dual-mode phone, be sure it is set to "tone" rather than "pulse" or "rotary."

You can make calls, but can't receive them

Check to be sure the ringer on your phone is turned on. Check whether other equipment is interfering with incoming calls. If your phone has been plugged into a modem, fax line, or answering machine, try plugging the phone directly into the jack, then have someone call you. If the call goes through, the problem lies with your fax or answering machine. If you have access to another phone, call your dorm phone to determine if incoming callers are hearing a normal ring signal, a busy signal, a circuits-busy signal (a very fast busy signal), or a disconnect message. This information can help PaeTec diagnose the problem.