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MickeyCT

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14 Messages

Friday, August 31st, 2018

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New Cox service and phone jacks not working

My Cox service was just installed a couple weeks ago.  I previously had ATT Uverse which then went to Frontier.  I just realized that none of the phone jacks in my house are working except the one in the kitchen.  Why would that be?  In the kitchen I have a base set with an extension in my family room that doesn't need a jack.  That has worked fine since the service was installed.  I have a wired connection in my bedroom that doesn't work and I tried moving the phone from my kitchen to another phone jack, and that one is not working either.  Looks like only the one jack in the kitchen is working.  Do I need to get the technician back here or is this something I can fix myself?

Mickey

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7 years ago

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Bruce

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5.7K Messages

7 years ago

Where is your telephone modem (eMTA)?  At the most, the technician should have installed an eMTA, an Internet modem and a router.  The eMTA should be connected to a telephone jack to activate (dial tone) all other jacks in your household.

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MickeyCT

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14 Messages

7 years ago

I don't know what an eMTA is.  As far as I know all I have is the internet modem/router (Panoramic WiFi) and there was a phone cord going from that to a jack near the computer (not the one in the kitchen) and then the kitchen phone worked as well as it's extensions.

I do still have an ATT backup battery in the basement that was plugged in but didn't appear to be hookekd up to anything any more.

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Bruce

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I understand Panoramic WiFi are all-in-one devices (telephone, Internet, router).  That's good and also good it's connected to a phone jack.

You could try recycling power for a few minutes to allow it to reboot.  If that doesn't work, Cox could try to reprovision the telephone modem.

The ATT backup battery is still plugged into what...an AC outlet?  That shouldn't be a problem as long as it's not connected to a phone jack.

7 years ago

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MickeyCT

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Yes, the ATT backup battery is plugged in to an AC outlet.  I'm unplugging it because it won't do anything anymore.

Recycling hasn't worked either.  It doesn't look like the other jacks are hooked up to anything.  Looks like the kitchen jack is hooked up to the jack the modem is plugged in to but the other jacks are not.

7 years ago

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Bruce

Honored Contributor III

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5.7K Messages

How can you tell if the other jacks are hooked up to anything?  Weren't your phones connected to them and operational with your ATT service?

7 years ago

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MickeyCT

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Yes, they were working previously, at least the phone in my bedroom was.  I haven't checked the other jacks in a while since we don't have phones hooked up for them.

I followed the phone wires in the basement to a little square panel and just looked at the connections.  it appears that the jack the modem is connected to and the jack in the kitchen are linked, but the others are not.  I assume that's the issue.  I don't understand why they would have been disconnected.

7 years ago

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Bruce

Honored Contributor III

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5.7K Messages

I'm not familiar with patch panels but the config you described sounds fishy.  I wonder if the tech rewired it?

Call Cox and speak to someone familiar with patch panels and explain your wiring.  A tech will cost you but if the Cox tech rewired it, he or she should correct it.

7 years ago

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