PHONE SERVICE
Troubleshooting

Q: What should I do if there's no telephone signal/dial tone?
A: Make sure that your multifunction cable modem is powered on, but in the event of a power failure, the battery of your multifunction cable modem will take over for approximately 8 hours. The phone service will not work in the event of a network failure or a cable modem failure. Cogeco will do everything possible to restore normal service as soon as possible following a power, network, or cable modem failure.

Q: What should I do if my phone doesn't ring?
A: Make sure the phone is plugged into Line 1 of the multifunction cable modem and not Line 2. Make sure your phone's ringer is at the appropriate volume.

Q: What do I do if I have a router? Will the multifunction cable modem interfere with my configuration and the installation of my network?
A: No. The multifunction cable modem connects your PC or router directly to the Internet and should not cause any problems with your home network. However, there are many routers and possible configurations and in the unlikely event that you are having problems, please contact Customer Support (toll-free 188-482-8989).

Q: Is Netaxis Digital Phone Service compatible with home alarm systems?
A: Netaxis Digital Phone Service is compatible with most home alarm systems. There are no technical reasons why other systems should not work. In any case, we recommend that you contact your home alarm company to make sure they are compatible and that they provide the support.

Q: What if I am having difficulty calling a phone number in Canada or the continental US?
A: Remember, you do not need to dial "1" before the 10-digit number.

Q: Do I need to have a computer turned on to use Netaxis Digital Phone Service?
A: No, Netaxis Digital Phone Service does not require the use of your computer. Although it is based on the same technology as your Internet service and uses the same cable modem, your Netaxis Digital Phone Service operates independently from your Internet connection and PC. You do not need to turn on your PC or use your PC to use your phones. You do need to ensure that your cable modem is powered on, at all times, for your Netaxis Digital Phone Service to work.

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