Telephone

Troubleshooting Kitimat

I don't have a dial tone on my phone modem. What do I do?

Follow these steps and refer to the diagram below.

Step 1: Check if the "Power" light is lit ('H" in diagram above).

  • If it's not lit, check to make sure the modem is plugged in and the outlet has power.
  • If it is lit, go to Step 2.

Step 2: Check if the "Online" light is lit ('E' in diagram above).

  • If it’s not lit, check the coaxial cable connection from the modem to the wall. Ensure they are connected and tight. If they are, and you do not have a dial tone, please call 1-800-442-8664 and follow the prompts to technical support.
  • If it is lit, go to Step 3.

Step 3: Check if the "Telephone" light is lit ('B' or 'C' in diagram above).

  • If it’s not lit, phone service has not been provisioned on that line. Call 1-800-442-8664 and follow the prompts to technical support.
  • If the light is blinking, there is a phone off the hook somewhere in your house. Find that phone and hang it up.
  • If the light is lit, go to Step 4.

Step 4: Look at the back end of your modem, as seen in the diagram below. 

  • Check to see if the phone is plugged directly into the modem.
  • Make sure the phone is plugged into the port labeled “Tel 1/2" ('A' in diagram above). If the phone is plugged in, try a different phone (make sure the new phone is a working phone).
  • If a known good phone is used and you still don’t have a dial tone, try a different phone cable.
  • If the phone still does not work, please call 1-800-442-8664 and follow the prompts to technical support.

Type: Personal

Available in:

The first people I met at CityWest took the time to answer all my questions and seemed not only to be polite but also seemed to know their product. Well that was different. I cannot begin to say how glad I am I decided to subscribe to CityWest and do not hesitate to tell everyone I come in contact with about my experience with your company.

Donna Stenger
Smithers / Telkwa

Free DVR

Free DVR rental on a 2-year plan

Learn More »

Community Channel 10

We bring you locally produced content. Use this as your platform to share community events, photos and videos.

Learn More »

Get Connected

Signup for news & specials.