410-822-6110

 

 

PHONE TROUBLESHOOTING TIPS

 

Common Issues

Method 1

  1. From home phone dial *62.
  2. Once the greeting prompts for a passcode or pin please enter your 4-digit voicemail pin. The default pin for new customers is 4227.
  3. After pin is entered correctly press 1 to enter Voicemail options. From here the guide will provide options on what number to press next. From here you are able to check new voicemail, change the greeting for when a call isn’t answered, and change the greeting for when a call comes in when the phone is already in use.

 

Method 2

  1. From any phone dial your home telephone number. When the voicemail greeting starts, press the * button.
  2. Once the greeting prompts for a passcode or pin please enter your 4-digit voicemail pin. The default pin for new customers is 4227.
  3. After pin is entered correctly press 1 to enter Voicemail options. From here the guide will provide options on what number to press next. From here you are able to check new voicemail, change the greeting for when a call isn’t answered, and change the greeting for when a call comes in when the phone is already in use.
Easton Velocity has implemented a service to limit the number of robo-calls called Nomorobo. Nomorobo is a free service for landline phone customers. The system scans through a list of known problem phone numbers after the first ring of a call and terminates matched callers. It still allows legitimate numbers to ring through. For help signing up please refer to the section titled “How to sign up for Nomorobo”. For more information about the service please visit https://www.nomorobo.com
  1. Navigate to https://www.nomorobo.com.
  2. Scroll to the bottom of the page and on the left-hand side under “LANDLINES” click on “Sign up now!”.
  3. Click on “Internet Landline”.
  4. Enter your phone number and click on “Check Availability”.
  5. The system will state “Sorry, we couldn’t detect your provider from your phone number…”. Under “Or Choose From All 69 Carriers” click on the drop down menu and select “Easton Velocity”. Click on “Check Availability”.
  6. The system will request a valid email address. Enter an email address and click on “Start Blocking Robocalls NOW!”.
  7. Navigate to the email account used in the last step. Locate the email from “Nomorobo”. In the email click on “Click Here to Setup Nomorobo”.
  8. Enter your first name, last name, and create a password. Click on “Sign Up”.
  9. Once on the Nomorobo landing screen, click on “Click here to get started” on the left-hand side of the screen.
  10. Under step 1 under “Phone Type” select “Landline/VoIP”. Under “Carrier” select “Easton Velocity”. Finally, under “Phone Number” enter your landline phone number. Click on “Next” in the bottom right-hand corner.
  11. For step 2, complete the steps listed on the screen in the order they appear. For help signing into the voice phone portal refer to the section in this Troubleshooting Help guide titled “How to sign in to the voice portal”. Once completed with this step click on “Next” in the bottom right-hand corner.
  12. The system will navigate to Step 3 which is to verify the system is set up properly. Click on “I’M READY. CALL ME NOW.”
    Please note – if set up correctly in Step 2 this will work regardless of if the phone is in use.
  13. If set up correctly you should get a message that states “This phone is protected by Nomorobo.”

If phone service is not working, first ensure the internet is working.

 

If internet is not working:

  1. Please press the “Reset” button on the back of the modem with a pen, pencil, or paperclip. Retest service after the “Tel 1” light turns on and is not blinking. This should take about 5 minutes.
  2. If phone and internet still is not restored ensure the coax line is tightened on the back of the modem and at the wall, then press the “Reset” button again on the back of the modem.
  3. If service still isn’t restored, please call Technical Support at (410) 763-9400 for further assistance.

 

If internet is working:

  1. Please press the “Reset” button on the back of the modem with a pen, pencil, or paperclip. Retest service after the “Tel 1” light turns on and isn’t blinking. Internet service will not work while the modem reboots.
  2. If phone service still does not work after the modem fully reboots (after about 5 minutes) then unplug a phone from the wall outlet and from power and plug the phone telephone cord into “Tel 1” on the back of the modem and plug the power cord into power. Please retest phone service.
  3. If phone service does work with the phone plugged into the modem directly than plug the wire that connects the wall jack to the modem back in to the “Tel 1” port and plug the phone back in to the wall jack that it was plugged in to previously. Check to see if the issue is ongoing. If issue is ongoing then that indicates an issue with the house wiring and an electrician who does low-voltage work is needed to check the internal wiring.
  4. If phone service didn’t work with the phone plugged in to the modem directly then call Technical Support at (410) 763-9400 for further assistance.

 

 

Phone Help

  1. Reboot the modem by pressing the reset button on the back of the modem. Once the modem is fully powered back on test to see if the issue is ongoing.
  2. If phone line from the phone is plugged into a wall phone jack please remove the phone line from the jack as well as the phone power cord. Plug the phone line into the modem “Tel 1” port and plug in the power cord for the phone. Place test calls to see if issue remains.
  3. If issue is ongoing – please sign into the Voice Portal at https://digitalvoice.goeaston.net/portal. For more information on how to sign in, please read the section titled “How to sign into the voice portal”.
  4. Once signed in click on “Basic Features” then ensure “Do Not Disturb” is set to “off”.
    • Alternatively, this can also be done through the phone by dialing *79.
  5. If Do Not Disturb is turned off and phone service works with the phone plugged into the modem directly than that indicates an issue with the house wiring and an electrician who does low-voltage work is needed to check the internal wiring.
  1. Sign into the Voice Portal at https://digitalvoice.goeaston.net/portal. For more information on how to sign in, please read the section titled “How to sign into the voice portal”.
  2. On the left-hand side of the screen click “Advanced Features”. From the list select “Selective Call Rejection”.
  3. In “Description” enter “Blocked Numbers”. Under “Calls From” select “Following phone numbers”. Enter the blocked numbers under “Specific Phone Numbers”. Click “Apply” once all numbers are entered.
  1. Sign into the Voice Portal at https://digitalvoice.goeaston.net/portal. For more information on how to sign in, please read the section titled “How to sign into the voice portal”.
  2. On the left-hand side of the screen click “Voicemail Management”. In this section click on “Voicemail Management”.
    • Note: this will only work if utilizing the Easton Velocity voicemail system.
  3. Under the section titled “When a Voice Message Arrive…” enter a valid email address where the email message can be emailed to. Click “Apply” on the bottom right-hand side of the screen.
  1. Go to https://digitalvoice.goeaston.net/portal.
    Can also be accessed by going to https://eastonvelocity.com, hovering over “Support”, then clicking on “Phone Support”, and finally clicking on “Manage Digital Voice”.
  2. Enter account Username and Password.
    • If account is a new account, please enter the provided information from during the installation.
    • If a new password is needed, click on “Forgot Password?” on the left-hand side of the screen. Follow the prompts to reset the password.
  3. If any additional assistance is needed with logging in, please contact Technical Support at (410) 763-9400.

These instructions only work if utilizing the Easton Velocity voicemail system.

  1. Ensure phone service is working. If phone service is not working first, ensure phone service is working properly. Please refer to the “No phone service” section for further assistance.
  2. Once phone service is working, remove the power cord to the phone. After a few seconds plug it back in. Place a test call from another phone to try and generate a new voicemail. If issue is ongoing, please continue to the next step.
  3. On the back of the modem press the “Reset” button with a pen, pencil, or paperclip. Internet and phone service will disconnect for a few minutes while the modem reboots. Once service is restored place a test call from another phone to try and generate a new voicemail. If issue is ongoing, please continue to the next step.
  4. Sign into the voice portal. For assistance, please refer to the “How to sign into the voice portal” section for further assistance. Click on “Voicemail Management” on the left-hand side. Then, click on “Voicemail Management” from the drop-down menu. Ensure under “Voice Messaging”, “On” is selected. If “Off” is selected, then click “On”. Please place a test call from another phone to try and generate a new voicemail. If issue is ongoing, please contact Technical Support at (410) 763-9400.
  1. To begin, press the “Reset” button on the back of the modem with a pen, pencil, or paperclip. The internet service will not work while the modem reboots over the next five minutes.
  2. Once the modem is back online check to see if all the phones are working. If they are not, then remove the power cord for the phone for each effected phone. After a few seconds plug the power cord back in. Retest the service.
  3. If issue is ongoing check to see if the phone(s) are plugged into wall phone jacks or if into power only. If phones are plugged into only the power, then the broken phone(s) would need to be replaced or the manufacturer of the phone should be contacted.
    • If phones are plugged into wall phone jacks, try swapping a non-working phone for a working phone and retest service to see if a working phone works at the location the broken phone was not working at. If phone does work at the location where the service was not previously working at then the original phone needs to be replaced. If phone doesn’t work at the location where the service wasn’t working, then an electrician who does low-voltage work would need to be contacted to check the internal wiring.

If phone service is not working first, ensure the internet is working.

 

If internet is not working:

  1. Please press the “Reset” button on the back of the modem with a pen, pencil, or paperclip. Retest service after the “Tel 1” light turns on and isn’t blinking.
  2. If phone and internet still is not restored ensure the coax line is tightened on the back of the modem and at the wall, then press the “Reset” button again on the back of the modem.
  3. If service still isn’t restored, please call Technical Support at (410) 763-9400 for further assistance.

 

If internet is working:

  1. Please press the “Reset” button on the back of the modem with a pen, pencil, or paperclip. Retest service after the “Tel 1” light turns on and isn’t blinking. Internet service will not work while the modem reboots.
  2. If phone service still does not work after the modem fully reboots (after about 5 minutes) then unplug a phone from the wall outlet and power and plug the phone telephone cord into “Tel 1” on the back of the modem and plug the power cord into power. Please retest phone service.
  3. If phone service does work with the phone plugged into the modem directly than plug the wire that connects the wall jack to the modem back in to the “Tel 1” port and plug the phone back in to the wall jack that it was plugged in to previously. Check to see if the issue is ongoing. If issue is ongoing then that indicates an issue with the house wiring and an electrician who does low-voltage work is needed to check the internal wiring.
  4. If phone service didn’t work with the phone plugged in to the modem directly then call Technical Support at (410) 763-9400 for further assistance.