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WiresRule's profile

7 Messages

Monday, March 4th, 2024 9:25 PM

Call to home phone results in msg that "Call cannot be completed as dialed".

Our new AT&T Phone-Advanced service worked great for a few weeks (starting in January).  However, over approximately the last four weeks there have been five times that callers get the message "Call cannot be completed as dialed" when trying to reach us.  Each time all of the indicators on both the front and side of the unit appear to be as they normally are.  I simply press the reset button on the unit and within a minute or two were able to receive calls again.  This is getting to be a real problem as we're missing important phone calls.

We have a five-unit AT&T cordless phone system attached to the unit which we really like.  

 

Expert

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19.7K Messages

4 months ago

First questions are do you have a good signal, at least two bars never less. Is the LTE light lit. Check them when working and when not working. The "call can't be completed as dialed" recording comes from the originating end so resetting the unit shouldn't have anything to do with it. 

(edited)

7 Messages

4 months ago

-Unit almost always has all four bars lit.  I've seen it drop to three a couple of times but it went back to four in just a few seconds. 

-All three of the LTE bars are always lit.  

-On a couple of occasions I've seen the Battery lights blink blue for a short time indicating charging.

-Power lights always green.

-Phone jack light on side stays green.

-Red WAN jack keeps blinking as it sees network traffic.

None of the light changes seem to coincide with the problem.

Expert

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19.7K Messages

4 months ago

I still can't see how resetting the unit would fix the message callers are getting. If it were your end and a problem with the unit I'd think callers would hear just ringing or it may go to voicemail. If it continues and you're sure resetting the unit clears it ask for a new unit. 

(edited)

Community Support

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232.9K Messages

4 months ago

Hi @WiresRule, thanks for bringing this to our attention. We understand the importance of receiving calls to your home phone. Let's get the help you need.

 

We recommend that you use our ⁠AT&T Troubleshoot & Resolve Tool to diagnose and fix your calling issue. Sign in to your myAT&T account, click on the preceding link, click on Phone calls under Service/network issues, and follow the steps provided. 

 

Additionally, please try to turn off your device and turn it back on after 15 seconds to reset your device and reset your network settings to refresh your network. Go to Settings>General management>Reset>Reset network settings.

 

Let us know how it goes.

 

Thank you for contacting AT&T Community Forums.

Jasmine, AT&T Community Specialist

7 Messages

4 months ago

Every time we've had the problem I've

 - called our home number on my cell phone to verify the problem exists and the same error message is received

 - then pressed the Reset button

 - waited one to two minutes and called from my cell phone again

 - home phone rings and call completes with no problem.

I'm convinced the Reset button is fixing the problem.

Community Support

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232.9K Messages

4 months ago

Hi again @WiresRule, we’re glad to hear that your issue is fixed.

Please feel free to reach out to us if you need any future assistance.

Thank you for contacting AT&T Community Forums.

Jasmine, AT&T Community Specialist

Expert

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19.7K Messages

4 months ago

@ATTHelp They didn't say it was fixed, they said a reset temporarily fixes the issue. @WiresRule , like the user name, if it continues call and explain the intermittent problem and ask for a new unit. If it happens again, don't reset remove the power and backup batteries if installed and call it while there's no power to the unit and see what you get. 

7 Messages

4 months ago

Happened again yesterday.  Wanted to try some more symptom gathering before trying the power/battery suggestion.

- Incoming callers getting "Call cannot be completed as dialed" message.

- Phone jack light on APA unit was off.

- Messages on cordless phones and their base were as usual when phone is working.

- Pressed the Phone button on cordless phone, received a dial tone, and the phone jack light on the APA unit started blinking.

- Dialed one of our cell phone numbers and got a busy signal.

- Pressed Reset on the APA unit.

- Cordless phones displayed "NO LINE".

- Lights on APA unit cycled and phone jack light on APA unit came back on.

- Messages on cordless phones and their base station returned to normal.

- Battery lights on APA unit flashing blue.

- Calls go through as normal again.

- Battery light went green in just a few minutes.

As I enter this post the phones are working but the Battery light on the APA unit is flashing blue again.  This strikes me as strange when the unit is always connected to an AC power source and would expect the battery to remain charged. 

I do plan to try disconnecting the power sources from the APA unit the next time it fails and see what happens.

ACE - Expert

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35.9K Messages

4 months ago

I still can't see how resetting the unit would fix the message callers are getting. If it were your end and a problem with the unit I'd think callers would hear just ringing or it may go to voicemail. If it continues and you're sure resetting the unit clears it ask for a new unit

I can see the VOIP "switch" giving a message to callers when it can't talk to the APA (even though the APA seems to show it's got comms).  Apparently resetting the APA gets it back in communication with the VOIP switch and returns operations to normal.  I hope it's a bad APA unit or bad firmware on it rather than a systemic issue when the APA temporarily loses connection that it can't resume operations with the VOIP "switch".

Expert

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19.7K Messages

4 months ago

If the LTE light was on when the phone light was off, then the unit is losing communications with the phone company switch. Here's what I'd try prior to the power thing, Since the first choice of the unit is wireless service and switching to broadband if cell is lost it's possible it takes a bump on the cell signal switches to broadband, (which may not be working) and doesn't switch back. Try unplugging the broadband cable which would force it to only rely on the cell signal, that way it wouldn't switch and should come back up after the bump in cell service. Have you ever tried it to see if it works on broadband (VoIP)? @WiresRule Your response of when you went off hook the phone light started blinking. Did you wait to see if it ever went solid? Page 9 of the users guide found here shows what the light indicators mean. You would have dial tone because the dial tone come from the unit itself.  

(edited)

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