Business
Needs > Digital Phone Business Line > FAQ > Troubleshooting
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TROUBLESHOOTING |
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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 up to 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. |
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Q: What should I do if my phone
doesn't ring?
A:
If you subscribe to 1 line, make sure the phone is plugged
into port 1 of the multifunction cable modem and not Line 2. If you subscribe to
2 Lines, make sure each phone is plugged into the appropriate port.
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Q: Is Cogeco Digital Phone Service compatible with alarm
systems?
A: Cogeco Digital
Phone Service is compatible with most alarm systems.
There are no
technical reasons why other systems should not work. In any case, we recommend
that you contact your alarm company to make sure they are compatible and that
they provide the support.
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Q:
Will my alarm system work in
case of a power outage?
A:
Cogeco’s Digital Phone modem contains a back-up battery
feature which is capable of providing up to 8 hrs of standby powering for the
modem. This means that the telephone service will be maintained for up to 8 hrs
by the back-up battery. Your alarm system however, may or may not have battery
back-up capabilities so to be sure, you should contact your alarm system
provider to satisfy yourself that the electronics in your alarm system will
continue to work during an AC power failure. |
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Q:
What if I am having
difficulty calling a phone number in Canada or the continental
US?
A:
Please make note of the phone number that cannot be
processed and contact a Cogeco Customer Support representative. |
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Q:
Do I need to have a
computer turned on to use Cogeco Digital Phone Service?
A: No, Cogeco 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
Cogeco 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 Cogeco Digital Phone Service to work. |
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Q:
What is the best way to
reach Cogeco Digital Phone Customer Support?
A: Dial 611 from your
phone. We are available to assist you 24 hours a day, 7 days a week. From any
other phone, you may dial (819) 379-2624 (toll-free). You can send us an e-mail at assistance@cogeco.com. |
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