Canby Telcom

Care

Troubleshooting Guide

You are receiving harassing or alarming phone calls

  • When answering your phone, say Hello twice. If no answer, HANG UP.
  • Never reveal the fact that you are alone.
  • Consider adding custom calling features to your phone service such as Caller ID and Selective Call Rejection.
  • Call the Canby Telcom Customer Care Center at 503-266-8111 for more information.
  • Calls of a threatening nature should be reported to the local law enforcement agency immediately

An inside telephone jack or connecting wire is accidentally cut or pulled out

  • Regardless who installed your telephone system, you own all the wiring and equipment from the outside box into the interior of your home or business.
  • If wires or outlets are damaged, you have the option to purchase replacement parts from local stores that carry simple hardware and electronic goods and perform the repairs yourself.
  • If you do not wish to repair damaged parts on your own, Canby Telcom can provide a repair technician for the following fee:

    $65 per hour repair fee + materials. Call the Canby Telcom Customer Care Center at 503-266-8111 to schedule and appointment.

Custom calling features such as Call Forwarding, 3-Way Calling etc. are not working

Refer to your Canby Telcom User's Guide for instructions on all custom calling features. If the calling feature does not work after you have carefully followed the User Guide instructions, please call the Canby Telcom Customer Care Center at 503-266-8111 and a representative will assist you.

You don't know when new Voice Mail messages are in your mailbox

If you are in the Canby Telcom service area, your Voice Mail includes a message indicator, a stuttered dial tone when you first pick up your handset, that lets you know when you have new messages in your mailbox. If the message indicator is not working, please call the Canby Telcom Customer Care Center at 503-266-8111 for assistance.

You are unable to make long distance calls

If you have signed up for Long Distance service and you are unable to complete long distance calls, please call the Canby Telcom Customer Care Center at 503-266-8111 and a representative will assist you.

There is no dial tone on your phone

  • First, check all phones in your house to make sure none of your phones has been left off the hook.
  • Check all cordless phones and message answering machines with AC adapters. Unplug them from their outlets and see if your dial tone has been restored.
  • Test a standard phone on any outlets that cordless phones have been plugged into to see if dial tone has been restored.
  • Check all outlets to make sure the line cord is securely inserted.
  • Check the handset cord on standard phones by replacing it with a new or functional cord if damage is visible.
  • Check all outlets that are not in use for foreign objects. Children have been known to use empty outlets for crayon sharpeners. If the wires in the outlet are damaged, it must be replaced to restore your dial tone.

People are calling, but you aren't hearing the telephone ring

Check the ringer switch on your phone to make sure it is turned on. If the phone still doesn't ring, you may have a defective phone that should be replaced.

There is excessive static on the line

If you have a cordless phone:

  • Most cordless phones have a built-in battery unit that is memory-charging. When the battery is unable to charge sufficiently, it must be completely drained and re-charged. Follow the manufacturer's instructions (generally: unplug the unit from the electricity, and allow it to discharge for approximately 8 - 12 hours. Them plug in the unit and allow it to charge for approximately 48 hours.)
  • Many cordless phones use frequencies to transmit conversations that allow interference from other sources such as phosphorescent lights, garage door openers and overhead heating. Try using your cordless phone in different locations in your home.

If you have a standard phone:

  • Check all wiring for cuts, breakage and corrosion, including the handset cord, line cord and outlets. Replace as needed.
  • If excessive static persists, the problem may exist on the outside line. Call Canby Telcom's repair service number, 503-266-2258.

You can hear other people's phone conversations on your line

If you have a cordless phone:
Many cordless phones operate on similar frequencies and it is not unusual for conversations to be heard on other cordless units, or even some radios. Check the manufacturer's information to see if you can change frequencies.

If you have a standard phone:
Call Canby Telcom's repair number, 503-266-2258.

One of your phones doesn't work, but all others do

  • Switch the phone that isn't working with one you know does work. If the new phone has no dial tone, check the outlet for frayed or damaged wiring.
  • Open the outside telephone box with a screwdriver (mounted on the outside of your home or business) and check to see if there are any loose wires. Previous occupants may have had multiple lines that need to be reconnected or correctly connected to the appropriate outlet.