Determining the Source of Telephone Trouble

STEP 1:

Physically inspect your telephone and telephone cords. Look for cracked plastic housing, broken, frayed or loose cords, or lights that don’t work. If you have more than one telephone, make sure each telephone receiver is on the hook. If all telephones are on the hook, unplug each one from the wall jack. Plug in each telephone, one at a time, checking for a dial tone each time. If one telephone causes the line to go dead, this telephone should be replaced. If you only have one telephone, borrow a known working phone from someone else and test your line by swapping them out.

If it is determined that trouble lies on your side of the Network Interface Device (see below) and repairs are made by Cooperative personnel, charges for labor and materials will be billed. Service order charges may also apply.

STEP 2:

At most locations, Colorado Valley Telephone Cooperative has mounted a Network Interface Device (NID) on the outside of your building or on a stake nearby. The NID will help you determine if the trouble is in the Cooperative’s equipment, making it necessary for you to report the trouble. 

To test for trouble, follow the instructions below depending on which model NID is at your location. First, open the cover of the NID. Test with two different telephones to ensure the trouble is not with the telephone unit.

AMP

AMP – Simply plug a working telephone into the test jack of the number experiencing trouble. If dial tone is present and you are able to make a call, the trouble is on your side of the NID.
If dial tone is not present, call the Cooperative’s repair department at 242-5915 or 1-800-242-5915.

DG

DataGuard – Slide and pull the orange latch to open the test jack. Removethe plug from the test jack of the number experiencing trouble. Plug in a working telephone. If dial tone is present and you are able to make a call, the trouble is on your side of the NID.
If dial tone is not present, call the Cooperative’s repair department at 242-5915 or 1-800-242-5915.

CAC

CAC1000 – Remove the plug from the test jack of the number experiencing trouble. Plug in a working telephone. If dial tone is present and you are able to make a call, the trouble is on your side of the NID.
If dial tone is not present, call the Cooperative’s repair department at 242-5915 or 1-800-242-5915.

STEP 3:

Reconnect the test jack when finished testing with the phone, as this connects the service to the inside.

The Cooperative can repair inside station wire and/or jacks for $75 per hour, one hour minimum.  We are unable to repair customer owned equipment.

Colorado Valley Telephone Cooperative offers a Maintenance Protection Plan to residential customers for $4.95 per month. The plan provides repair service on station wire and jacks and protects consumers from being billed the $75 trip and/or repair fee. For more information, contact a Customer Service Specialist at 242-5911 or 1-800-242-5911.

Click here for our Maintenance Protection Plan Information.