Learn some simple steps to quickly determine what is causing some of the most common phone issues.

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No dial tone or poor voice quality

If you are experiencing no dial tone on all of your devices then read Phone terminal troubleshooting to ensure the phone terminal isn’t offline.

If the phone terminal is showing online with the correct light sequence continue with the steps below.

Poor voice quality on calls can be described as the following:

  • Choppy
  • Robotic voice
  • Static
  • One way path (ie: caller hears you but you can’t hear them)

Are all devices affected?

If all devices are affected and you have regular analog phone lines, chances are the issue will be either the wiring or possibly an issue with the phone terminal, even if it is showing online. Either one will require a service call. To determine what the issue is follow the next steps.

  1. Disconnect one device from an outlet leaving the phone cable attached to the device.
  2. Connect the handset directly to phone terminal (see How to connect a phone directly to the phone terminal for instructions).
  3. If issue is resolved then there's an issue with the wiring in the whole office.
    • If you have regular analog phones than contact Shaw Business Technical Support to book a service call. You can let your representative know that you took these steps and have determined that it is a wiring issue.
    • If you have a PBX system skip to the section PBX systems.
  4. If issue is is not resolved when connected direct to the phone terminal then contact technical support for further assistance.

Is only one device affected?

  1. Disconnect the affected device from the outlet leaving the phone cable attached to the device and connect it to a known working outlet.
  2. If the issue is resolved then the issue is with the wiring to that specific outlet
    • If you have regular analog phones than contact Shaw Business Technical Support to book a service call. Let your representative know the steps you took to determine it is an issue with the wiring to one outlet.
    • If you have a PBX system skip to the section PBX systems.
  3. If the issue persists try a different phone cable. If that does not fix it, then the issue is with the device itself. Read No Dial tone on One Device on how to troubleshoot specific devices.

PBX Systems

When there is a PBX system installed, Shaw is only able to help with troubleshooting some of the wiring.

  • Shaw responsible: Coax wiring up to the Shaw phone terminal.
  • Shared responsibility: Phone wiring from the Shaw phone terminal to the PBX system. As Shaw won't charge for service calls to investigate Shaw handled wiring, call Shaw to verify the wiring between our phone terminal and your PBX system.
  • Interconnect or IT company responsibility: Anything from the PBX system, phone handsets, and wiring that connects the phones would need to be handled by your IT person or interconnect company that manages your PBX system.

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