How to troubleshoot if you can’t make calls but can receive them
If you’re experiencing an issue with your phone service and can receive phone calls but can’t make them, we can help. Follow the steps below to troubleshoot your issue.
Troubleshooting first steps
Start with checking the basics like phone connections, power, and jacks.
- Check for billing issues: Your phone service could be affected if there’s a billing issue, like an expired payment method.
- Check your voicemail: If you hear a stuttering dial tone that sounds like rapid beeping, it means you have a voicemail message. You can still make calls.
- Test with a corded phone: If you have multiple phones, try testing with a corded phone. Sometimes cordless phone buttons may not be working or your touch tone isn’t recognized.
- Wait for your order to process: If you’ve recently placed an order to change your service or service provider, you may have trouble making calls. Chat with us for support.
Troubleshooting calling features
Next, try making some test calls to check for issues with the phone number or area code you’re dialing.
- Can’t make long distance calls: If you can call locally but not long distance, visit our long distance troubleshooting page.
- Can’t call one specific number: Make sure you’re dialing the correct number, whether it’s a 7-digit or 10-digit number, and using a 1 before the number if necessary. If you’re dialing the number correctly, it’s possible that number blocked you.
- Can’t call one specific area code: If you recently transferred your phone number from another company, the process may be incomplete. Chat with us for support.
- No dial tone: If your phone service has no dial tone, visit our troubleshooting for no dial tone page.
Still having issues? Next, identify which phone connection you have, then try the additional troubleshooting steps for your specific connection.
How to identify your phone connection
If you’re unsure which phone connection you have, here’s a quick way to identify it.
Fiber phone service: Your phone connection uses an Optical Network Terminal (ONT) installed outside your home, or in a garage or basement.
Standard phone service: Your phone connection uses a Network Interface Device (NID) installed outside your home, or in a garage or basement.
Internet phone service: Your phone connection uses phone ports on your internet router inside your home.
How to test your home phone connection
Learn how to perform a simple test to diagnose the problem with your home phone.
If you’re unable to make a call from your ONT or NID, there may be an issue with them. Chat with us for more support.
Troubleshooting internet phone service
If you have internet phone service through your router, you can test your phone at your router’s phone ports.
If you’re unable to make a call from your router, there may be an issue with it. Chat with us for more support.