If you experience any problems with your telephone or service, there are several ways you can identify where the problem lies.
MCC is responsible for any problems that occur from our main office to the interface on the outside of your home. (The interface is usually located by the PGE meter base).
Troubleshooting for Residential Phone
1) Testing your phone when you have no dial tone:
1) Take a regular telephone (NOTE: NOT a cordless phone or a phone/answering machine combination telephone) and a regular screwdriver out to the interface on the outside of your home.
2) Open up the “Customer Access” section of the interface.
3) If your phone is a simple interface phone, unplug the phone cord from the interface. If your phone is a TII, you need to lift the black tabs up and then unplug the phone cord from the interface.
4) Lift your phone’s receiver and check for a dial tone. If you have a dial tone, test the phone by placing a call to test your line.
5) If you are still experiencing a problem at the interface, call MCC at 503-829-5611. If there is no problem at the interface, the problem lies inside your home. You can either try to identify and fix the problem yourself, or call MCC during regular business hours at 503-829-5611.
6) Once you have finished testing your phone, re-plug the phone cord back into its jack to restore regular service back into your home.
If the problem is in your home:
It pays to troubleshoot - A $30 minimum service fee applies to all field technician dispatches. The $30 minimum service fee is in conjunction with the normal $60 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem. Give MCC a call at 503-829-5611 during our normal business hours to set up an appointment.
If the problem is at the network interface:
Call the MCC Telephone Repair Line at 503-829-5611.
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2) I have no dial tone (and I am on X-FON or Fiber):
1) How many phones are plugged in inside the home? (all active phones using the same number). Are any of these phones cordless?
2) If there are cordless phones unplug them and use a corded phone. If the dial tone returns then the problem was one of the cordless phones. (Even new cordless phones can be defective).
3) If you still have no dial tone and you do not have a corded phone. Go to your garage or outside of the home where the FIBER battery backup electrical box is located. This is the box that supplies power to the fiber unit via battery backup when there is a power failure.
4) If the power box and the green lights are not on - these lights indicate there is power being supplied to the unit - check the power cord to see if it is plugged in correctly. If the unit is plugged in and no power is evident. Check the electrical outlet for a RESET button. This is just like the reset button located in many bathrooms. If this does not restore power to the battery box then call Molalla Communications at 503-829-5611. It may be necessary for a technician to come to your home.
It pays to troubleshoot - A $30 minimum service fee applies to all field technician dispatches. The $30 minimum service fee is in conjunction with the normal $60 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem.
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3) I hear static or hissing on the line (and I have DSL):
1) How many phones are plugged in inside your home? Each line should have a filter plugged in at the jack, including satellite boxes if you have one. Or any additional equipment that runs over phone lines.
2) Can you follow the phone cord that is plugged into the modem all the way back to the phone jack that it is plugged into?
3) Power down your modem and disconnect it from the phone jack. If the line static/hiss goes away then you probably have a bad filter.
4) To find out exactly which filter is bad you can unplug all phones and then plug the modem directly into the phone jack. Then rotating each phone, plug in each line by itself with a filter in line and make test calls.
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If No static/hissing is present the issue is probably the split filter.
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If there is static/hissing on the line while testing one of the phones by themselves then that filter is probably bad and needs to be replaced.
5) If the above actions do not help solve or at least bring to attention the cause of the issue, take one last look to see if there is a piece of phone equipment plugged in. If so there should be a filter in place.
6) If you have gone through all the above steps and the static/hissing has not stopped. Call Molalla Communications for further assistance at 503-829-5611.
It pays to troubleshoot - A $30 minimum service fee applies to all field technician dispatches. The $30 minimum service fee is in conjunction with the normal $60 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem
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Troubleshooting for Business Lines
1) I have no dial tone at my Business:
1) If you have multiple lines, how many are affected?
2) Do you have an internal phone system? (SISCO, PBX, etc)
3) If you DO HAVE an internal phone system, have you power cycled your equipment?
4) If you DO NOT HAVE an internal phone system you can proceed just like troubleshooting a residential line. (see Troubleshooting for Residential Phone )
5) If the issue continues, once you have the above information call Molalla Communications for assistance 503-829-5611.
It pays to troubleshoot - A $30 minimum service fee applies to all field technician dispatches. The $30 minimum service fee is in conjunction with the normal $60 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem.
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