Live Chat Support
Helpful person waiting to chat with you

Resolve Dial Tone Problems

What kind of problem are you having?


I have no dial tone

  1. Are you installing a Vonage phone adapter for the first time?
  2. Do you have Internet service on the line where you have phone service? Try to access the Internet from a computer on the same Internet connection as your phone service. Can you get online?
    • Yes: Go to step 3
    • No: Address the Internet outage. It could be a problem with your ISP or a problem with your ISP modem
  3. Restart your Vonage phone adapter and equipment. This includes your modem and router.
    1. Power off or unplug every device on the network (Modem, router, and phone adapter).
    2. Leave all devices off for at least 30 seconds.
    3. Power on the modem only.
    4. Wait at least 30 seconds.
    5. Power on the first device connected to the modem (router, firewall, or Vonage phone adapter).
    6. Wait at least 30 seconds.
    7. Power up each device connected to the modem, one at a time, waiting at least 30 seconds before powering up the next device.
    8. Do you have a dial tone?
      • Yes: You are done
      • No: Go to step 4
  4. Are the Internet, computer, and phone(s) plugged into the Vonage phone adapter correctly?
    Image
  5. Now that the connections for the Internet, phone adapter, and phone have been checked, you might want to look at the phone equipment Check the following:
    • Damaged Telephone Cable - Often times the telephone cable connecting your telephone to the Vonage device may become damaged. If you have a spare telephone cable, try swapping it with the current cable.
    • Damaged Phone Splitter - As with the telephone cable, a phone splitter can sometimes become damaged. If you are using a splitter, try removing it and connecting a single phone to the Vonage device.
    • Cordless Phone System is Unplugged - Many customers utilize a cordless phone system with their Vonage service. If you are using this type of phone system, be certain the base station and additional handsets have power as the phones will not function properly without it.
    • Damaged Telephone or Speaker - A damaged telephone or speaker may be causing your No Dial Tone issue. If you have a spare telephone, try swapping it out with your current telephone.
  6. Is your account Active?
    An account that is Disconnected will not have a dial tone. To check your account status, access your account through your Online Dashboard.
    NOTE: If you made a call in the last 54 days, the chances are that your account is not in Disconnected status.
  7. If you still do not have a dial tone, go to None of these choices describes my problem.

My dial tone comes and goes

  1. Do you have Internet service during the period that you lose your dial tone? When you don't have dial tone, try to access the Internet from a computer on the same Internet connection as your phone service. Can you get online?
    • Yes: Go to step 2
    • No: Address the Internet outage. It could be a problem with your ISP or a problem with your ISP modem
  2. Restart your Vonage phone adapter and equipment. This includes your modem and router.
    NOTE: If you've done this before and you are still losing your dial tone, skip this step and go to step 3
    1. Power off or unplug every device on the network (Modem, router, and phone adapter).
    2. Leave all devices off for at least 30 seconds.
    3. Power on the modem only.
    4. Wait at least 30 seconds.
    5. Power on the first device connected to the modem (router, firewall, or Vonage phone adapter).
    6. Wait at least 30 seconds.
    7. Power up each device connected to the modem, one at a time, waiting at least 30 seconds before powering up the next device.
    8. Do you have a dial tone?
      • Yes: You are done
      • No: Go to step 3
  3. Check for loose or damaged wires or phone equipment:
    • Damaged Telephone Cable - Often times the telephone cable connecting your telephone to the Vonage device may become damaged. If you have a spare telephone cable, try swapping it with the current cable.
    • Damaged Phone Splitter - As with the telephone cable, a phone splitter can sometimes become damaged. If you are using a splitter, try removing it and connecting a single phone to the Vonage device.
    • Cordless Phone System is Unplugged - Many customers utilize a cordless phone system with their Vonage service. If you are using this type of phone system, be certain the base station and additional handsets have power as the phones will not function properly without it.
    • Damaged Telephone or Speaker - A damaged telephone or speaker may be causing your No Dial Tone issue. If you have a spare telephone, try swapping it out with your current telephone.
  4. If you still do not have a dial tone, go to None of these choices describes my problem.

I have an unusual dial tone, such as fast busy, or a recording instead of a dial tone

  1. Are you installing a Vonage phone adapter for the first time?
  2. Do you have Internet service during the period that you lose your dial tone? When you don't have dial tone, you will hear a recording that the Vonage device cannot detect a high-speed connection. Can you get online?
    • Yes: Go to step 3
    • No: Address the Internet outage. It could be a problem with your ISP or a problem with your ISP modem
  3. Restart your Vonage phone adapter and equipment. This includes your modem and router.
    1. Power off or unplug every device on the network (Modem, router, and phone adapter).
    2. Leave all devices off for at least 30 seconds.
    3. Power on the modem only.
    4. Wait at least 30 seconds.
    5. Power on the first device connected to the modem (router, firewall, or Vonage phone adapter).
    6. Wait at least 30 seconds.
    7. Power up each device connected to the modem, one at a time, waiting at least 30 seconds before powering up the next device.
    8. Do you have a dial tone?
Helpful links:

I have a dial tone but I'm not receiving calls

  1. Can you make outgoing calls?
  2. Were you able to receive calls before?
  3. Are you using any of the following features set? Depending on their set up, these features could prevent calls from ringing through. Sign in to your Online Account to review your feature set up. 
    • Anonymous Call Block
    • Call Hunt
    • Call Waiting (disabled)
    • Do Not Disturb
    • Call Forwarding
    • SimulRing
    • Voicemail
  4. If you still do not have a dial tone, go to None of these choices describes my problem.

I have a dial tone but I can't make calls

  1. Can you receive incoming calls?
  2. Were you able to make calls before?
  3. Can you make calls? If not, go to None of these choices describes my problem.

I have a dial tone but I can't make and receive calls

  1. Are you installing a Vonage phone adapter for the first time?
  2. Restart your Vonage phone adapter and equipment. This includes your modem and router.
    1. Power off or unplug every device on the network (Modem, router, and phone adapter).
    2. Leave all devices off for at least 30 seconds.
    3. Power on the modem only.
    4. Wait at least 30 seconds.
    5. Power on the first device connected to the modem (router, firewall, or Vonage phone adapter).
    6. Wait at least 30 seconds.
    7. Power up each device connected to the modem, one at a time, waiting at least 30 seconds before powering up the next device.
    8. Do you have a dial tone?

None of these choices describes my problem

Did this article answer your question?
Need additional assistance? Contact Us