This article provides information on troubleshooting your Home Phone when there is not a Dial Tone present.


If you do not hear a dial tone when you pick up the receiver, you may be able to resolve the problem by checking several things yourself before calling customer service to request a service call. By spending a few minutes following the steps below, you could avoid possible service charges.


Follow These Steps to Try and Restore Dial Tone:

  • Check all phones to ensure that they are on the hook and have the proper power, if needed. If there is only one phone with no dial tone, then go to “If there is no dial tone” below.
  • Check the LED indicators on your Multimedia Terminal Adaptor (MTA). Your MTA is a telephone modem that enables our network to communicate with the telephone lines inside your home.
  • If the power light is blinking or all lights are off, check the AC cord (power cord) connected to the MTA.
  • Ensure that all connections are tight and that the MTA is not plugged into an outlet that has been switched off. If it’s running off the battery the power light will blink but the Telephone light (t1 or t2) will stay solid.
  • Unplug the telephone wire from the rear of the MTA and plug a working phone directly into the jack on the MTA.
  • Check for dial tone.
If There is a Dial Tone:

  • The problem is somewhere in the inside wiring or jacks. You have the option to repair the wiring yourself, or you may submit a repair request to have Suddenlink repair it for you by calling customer service. If you have our Safe Guard Protection plan and this repair falls within the boundaries of that plan, then you will not be charged for repairs to your inside wiring.
If There is Not a Dial Tone:

  • Unplug the phone cord from the back of the MTA and then reset the unit by depressing and releasing the reset button at the rear of the MTA. Plug the phone cord back into the MTA after the reset is completed. If you still do not hear a dial tone, there may be a problem with your outside wiring. Please contact Customer Service for further assistance.
If There is Now a Dial Tone at the MTA:

  • A single jack may be the issue. Plug a different phone into the jack and see whether the problem still exists. If it does, the phone wiring is most likely faulted or shorted and will need to be replaced.