Determining the Source of Telephone Trouble


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 Colorado Valley personnel, charges for labor and materials may apply as well as service order charges.


At most locations, Colorado Valley 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, or your facilities beyond the NID. To test for trouble, first, open the cover of the NID. One of the images below should match the NID at your location. Simpy plug a working telephone into the test jack. If dial tone is not present, call Colorado Valley’s repair department at 242-5915 or 800-242-5915.


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

Colorado Valley can repair inside station wire and/or jacks for $85 per hour, per technician with a one hour minimum.  We are unable to repair customer owned equipment.

Colorado Valley 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 $85 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.

Sample Fiber NID. Open the cover to expose the test jack. You will need to remove the plug from the jack and plug in a working phone. Reconnect the test jack when finished testing. Instructions for testing are also on the inside cover of the NID.

Sample Copper NID. The first image shows what you will see when the cover is opened. Pull the orange tab to expose the test jack, as seen in the second image.