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ATTU-verseCare

Community Support

 • 

6.7K Messages

Mon, Mar 28, 2016 8:11 PM

Troubleshooting your Digital Home Phone Service

Slide1.JPGSlide2.JPG

  • Check that all cords and wires are secure and damage-free.
  • If you have more than one telephone in the home, try another handset to see if you get a dial tone.
  • Restart your Wi-Fi gateway by removing the power cord for ten seconds, and then plug it back.
  • Plug your phone directly into the back of the Wi-Fi gateway, as shown in the picture below, to see if any possible issues with the inside wiring.

Slide3.JPG

  • Check for dial tone
  • Check voice features and make sure call forwarding/blocking is not enabled
  • Check the call logs to see if the calls are making it through.

  • If yes: check the wiring. Test with a phone plugged directly into the back of the gateway. Test with click to call.
    • Login on att.com,
    • Select U-verse Voice and go to Voice Features
    • Go to “Make a Call,” put a phone number in and select “Call”
    • Select Place Call when the window pops up
    • Do this 3 times
  • If no: reset your gateway

Slide4.JPG

  • Ensure the phone feature is enabled
  • Test with a different phone (corded phone if possible)
  • Force an update by using the “Click to Call” feature
    • Login on att.com,
    • Select U-verse Voice and go to Voice Features
    • Go to “Make a Call,” put a phone number in and select “Call”
    • Select Place Call when the window pops up
    • Do this 3 times
  • Check the call logs to make sure the calls are working
    and showing correctly

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

4 Attachments

Responses

Accepted Solution

Official Solution

Community Support

 • 

6.7K Messages

4 years ago

Troubleshooting your U-verse Voice Service

 

No Dial tone

  • Check that all cords and wires are secure and damage-free.
  • If you have more than one telephone in the home, try another handset to see if you get a dial tone.
  • Restart your Wi-Fi gateway by removing the power cord for ten seconds, and then plug it back.
  • Plug your phone directly into the back of the Wi-Fi gateway, as shown in the picture below, to see if any possible issues with the inside wiring.

 

Can't Make or Receive Calls

  • Check for dial tone
  • Check voice features and make sure call forwarding/blocking is not enabled
  • Check the call logs to see if the calls are making it through.

  • If yes: check the wiring. Test with a phone plugged directly into the back of the gateway. Test with click to call.
    • Login on att.com,
    • Select U-verse Voice and go to Voice Features
    • Go to “Make a Call,” put a phone number in and select “Call”
    • Select Place Call when the window pops up
    • Do this 3 times
  • If no: reset your gateway

 

Phone Features Not Working

  • Ensure the phone feature is enabled
  • Test with a different phone (corded phone if possible)
  • Force an update by using the “Click to Call” feature
    • Login on att.com,
    • Select U-verse Voice and go to Voice Features
    • Go to “Make a Call,” put a phone number in and select “Call”
    • Select Place Call when the window pops up
    • Do this 3 times
  • Check the call logs to make sure the calls are working
    and showing correctly

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

2 Messages

4 years ago

The service was restored a few minutes ago.

I now have a dial tone and all is well.

Tutor

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8 Messages

4 years ago

After converting from AT&T (legacy) landline to Uverse Voice, 3-way calling no longer works.  I've called customer service several times and they have indicated that I am not initiating the service correctly.  I follow the instructions per the website.  After the 3rd party answers the call, I press Flash to conference all 3 parties but the call is dropped and disconnected.  This last customer rep said that I need a new phone which supports 3-way calling or conferencing.  This sounds like a bunch of crap from someone who probably has no clue to fix my problem.  If I needed a new phone set, the instructions on the website would mention that.

Contributor

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3 Messages

4 years ago

My U verse 3 way calling has stopped working.  When the third party answers and I press flash to connect the second party, the line goes dead.  Calling ATT on repeated occasions and reprovisioning the account (and modem) hasnt worked.  Any suggestions?

Contributor

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3 Messages

4 years ago

I just posted on the same issue.  My 3 way calling stopped working and repeated calls to ATT havent helped.  An ATT tech came to my house and assured me all was  good on my end.

Reprovisioning the account and modem hasnt fixed the problem, which appears to be at the ATT end. 

Brand User
ATTHelp

Community Support

 • 

127.4K Messages

4 years ago

Hi @JeffDecatur,

 

Have you tested with another phone to see if the issue persists? 

 

-ATTU-verseCare

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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3 Messages

4 years ago

Yup - on three different phones

Contributor

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1 Message

4 years ago

. date 27 dec 2016 tue 1026 am PST . title . att.com Internet wired or WiFi ? . I have home telephone service from att.com that is labelled as 'Phone/Internet - 2' on your web page . Is the Internet service bundled with it ? If so , is it wired or WiFi ? How do I access the service ? Thank you for answers . Sincerely , Hemarajan Shankaranarayanan Nair .

Tutor

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8 Messages

4 years ago

3-way calling still dead on multiple phones at my home. I did the 'unplug RG (NVG-510) for one minute before powering up' with no success.  Also, did the 'factory reset' (hold down button under power outlet on RG for 30 seconds+) with no success.  I talked to an AT&T Care specialist who said that 3-way calling under AT&T U-verse Voice should function identically as Legacy (landline) Voice. I believe that the problem is at the AT&T central office. Very tired of calling AT&T support and hearing the same scripted junk from the offshore personnel saying that the issue is my fault and I should get a new phone.

Tutor

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8 Messages

4 years ago

WoW!  I am currently having the same issue.  It works local to local but not local to long distance.  I AM following the directions exactly as it states. I have spent MANY MANY MANY hours with SEVERAL technicians trying to resolve the issue. They also told me I needed new phones  #%!!!   I am about ready to go back to what I had but I am sure that will be a BIG headache too.  Pls let me know if they ever get the issue resolved on your end.

Tutor

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8 Messages

4 years ago

Yep  me too!!!  No resolution.

Tutor

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8 Messages

4 years ago

Jonescal- has your issue with 3 way calling been resolved yet?

Contributor

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1 Message

4 years ago

It is constant to lose connection with my UVerse home phone Message appear CHECK TELEPHONE LINE or LINE IN USE.  I have tried different ways, a technician came to fix it, calls to customer service, through facebook UVerse and problem persist. 

What is the advantage of monthly payments for home wiring protection, when nobody solves the problem

Contributor

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1 Message

3 years ago

when I dial/ call some number from a different phone I hear the other person talking with a busy single in the background/ when I use another phone to call my own house I hear the ring but it is not ringing in the house

Contributor

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1 Message

3 years ago

I have U-Verse Internet and phone service. When I hear the phone ring, I lift the receiver and hear a phone sound but no speaker, and then I get a busy signal.

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