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deanchat

Contributor

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43 Messages

Friday, October 29th, 2021

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Tel2 provides a dial tone but Tel1 does not.

I received an email that states that starting on 12/1/21  phones connected to the Tel2 connector of the modem will not be able to complete calls and that I should check my phone modem and move the phone connection to Te1 if it is currently connected to Tel2.  My phone is connected to Tel2 and when I move it to Tel1 I do not get a dial tone.  Is there a reset procedure that I am supposed to perform after switching the connection?  I have an Arris TM-3402A which is only used for phone (I have another modem that is used for internet).

Thanks,
Dean

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4 years ago

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Bruce

Honored Contributor III

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5.7K Messages

4 years ago

You can either reboot the 3402A by pulling its power cord for a few seconds, or you could log into your Cox account and reset the 3402A.

I don't mean a Factory Reset...if this is possible on a telephone modem...by pushing its recessed button somewhere on the modem but instead a network reset from your Cox account.

Try that and if it doesn't work, update us.

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deanchat

Contributor

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43 Messages

Okay, I switched to Tel1 and did the power reset (power down for a few minutes then plug it back in).  No dial tone on Tel1, but Tel2 is working.  Then I tried the 'network" reset (via the Cox website) and again Tel1 does not work but Tel2 works just fine.  Any ideas where to go from here?

4 years ago

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Bruce

Honored Contributor III

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5.7K Messages

To tell the truth, I thought only 1 Tel port was operational on residential telephone modems and the 1 operational port was Tel1.  I guess not.

There is only so much you can do without swapping it.  I guess the only thing left is a Factory Reset.  Unplug all telephones from the modem, stick something in the recessed hole and hold for 15 seconds.

4 years ago

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deanchat

Contributor

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43 Messages

Thanks for the info.  The email from Cox made it sound like both Tel1 and Tel2 are active and that you just need to switch your connection.  Not so.  I will put in the request for re-provisioning (via email).  Thanks!

4 years ago

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