Ask a question
Search in U-verse Forums

U-verse Forums

Reply
Posted Mar 11, 2014
4:47:12 PM
View profile
Standard phone line not working with U-verse Internet
Edited by Tot27 on Mar 11, 2014 at 4:53:37 PM

Installation tech hooked up the U-Verse outside and I did the self installation of the U-Verse internet today and now my home phone line is not working.  He would not come in and install it.  He told me to follow the instructions in the box.  Now there is no dial tone on any of the jacks.  This is not the U-Verse phone just the AT&T standard phone service.  Does anyone know what the problem is?  I have been shuffled around by both Customer Service teams and noone can seem to help me. 

 

Thank you so much. 

Installation tech hooked up the U-Verse outside and I did the self installation of the U-Verse internet today and now my home phone line is not working.  He would not come in and install it.  He told me to follow the instructions in the box.  Now there is no dial tone on any of the jacks.  This is not the U-Verse phone just the AT&T standard phone service.  Does anyone know what the problem is?  I have been shuffled around by both Customer Service teams and noone can seem to help me. 

 

Thank you so much. 

Standard phone line not working with U-verse Internet

[ Edited ]
1,426 views
17 replies
(1) Me too
(1) Me too
Reply
View all replies
(17)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 4:51:08 PM
0
(0)
Tutor

Installation tech hooked up the U-Verse outside and I did the self installation of the U-Verse internet today and now my home phone line is not working.  No dial tone on any of the jacks.  This is not the U-Verse phone just the AT&T standard phone service.  Does anyone know what the problem is?  I have been shuffled around by both Customer Service teams and noone can seem to help me.

Installation tech hooked up the U-Verse outside and I did the self installation of the U-Verse internet today and now my home phone line is not working.  No dial tone on any of the jacks.  This is not the U-Verse phone just the AT&T standard phone service.  Does anyone know what the problem is?  I have been shuffled around by both Customer Service teams and noone can seem to help me.

Standard phone line not working after U-Verse Internet installed today

2 of 18 (1,404 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 5:10:49 PM
0
(0)
Employee
You chose a CSI (customer self install) where the techs responsibility is to provide Uverse service to the mid, and you accept responsibility for all inside wiring. Had you chosen the full tech install ($99 fee) the tech would have enter your home and verified all services.

As you state your internet is working properly but not standard phones recommend a call for POTS repair.
Plain Old Telephone Service (POTS) is handled by outside line techs.

Possible issues include both outside and inside, are you using a splitter to separate your signal?
You chose a CSI (customer self install) where the techs responsibility is to provide Uverse service to the mid, and you accept responsibility for all inside wiring. Had you chosen the full tech install ($99 fee) the tech would have enter your home and verified all services.

As you state your internet is working properly but not standard phones recommend a call for POTS repair.
Plain Old Telephone Service (POTS) is handled by outside line techs.

Possible issues include both outside and inside, are you using a splitter to separate your signal?
*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.

Re: Standard phone line not working with U-verse Internet

3 of 18 (1,420 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 5:13:08 PM
0
(0)
ACE - Expert
Tot27 - U-verse comes into the house on one pair & the phone (aka POTS) comes in on another. Apparently, a new one was used, even though there would be no reason to. You have to look at the cable coming from the NID & find which pair has dial tone & connect it to your house wiring.

Is it possible that the installer was mistaken, thinking you had u-verse voice?? & did not connect your POTS line - I say this based on his comment - Sounds like he was (mistakenly) telling you that dial tone would appear on the RG.

You should have an RJ-11 jack in your NID on the side of the house. Plug your phone in there. Unplug the plug that is already there first. If you have dial tone trace the wires to that existing plug so it can be connected to the house wiring.

If you do not have dial tone at the jack in NID, call telephone repair.
Tot27 - U-verse comes into the house on one pair & the phone (aka POTS) comes in on another. Apparently, a new one was used, even though there would be no reason to. You have to look at the cable coming from the NID & find which pair has dial tone & connect it to your house wiring.

Is it possible that the installer was mistaken, thinking you had u-verse voice?? & did not connect your POTS line - I say this based on his comment - Sounds like he was (mistakenly) telling you that dial tone would appear on the RG.

You should have an RJ-11 jack in your NID on the side of the house. Plug your phone in there. Unplug the plug that is already there first. If you have dial tone trace the wires to that existing plug so it can be connected to the house wiring.

If you do not have dial tone at the jack in NID, call telephone repair.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Standard phone line not working with U-verse Internet

4 of 18 (1,418 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 5:18:12 PM
0
(0)
Tutor

The told me on the phone someone would install it.  They didn't give me an option. 
But when he got here he said for me to install it inside.

The told me on the phone someone would install it.  They didn't give me an option. 
But when he got here he said for me to install it inside.

Re: Standard phone line not working with U-verse Internet

5 of 18 (1,416 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 5:18:18 PM
0
(0)
ACE - Expert

Assuming that your U-verse Internet works with the standard provided cable, there are several things he may have done, but all of them mean that the installer is going to have to come back out and fix your POTS.


What he should have done was connected your U-verse VDSL2+ signal and your POTS service on the same pair from the VRAD, through the NID into your home, where you would use filters to separate out the VDSL2 and voice frequencies for your modem and your phones.

 

What it seems he did was either (a) not properly reconnect the POTS signal in the VRAD so that you get it in addition to the VDSL2 signal, or (b) installed a whole house filter in the NID and placed the POTS signal on a pair other than the blue pair that's wired to all your jacks.  It could be something else, but those seem most likely.

 

You can call AT&T Technical Support at 800-288-2020 for a fast response (which you probably want since you have no phone service), or you could click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

Assuming that your U-verse Internet works with the standard provided cable, there are several things he may have done, but all of them mean that the installer is going to have to come back out and fix your POTS.


What he should have done was connected your U-verse VDSL2+ signal and your POTS service on the same pair from the VRAD, through the NID into your home, where you would use filters to separate out the VDSL2 and voice frequencies for your modem and your phones.

 

What it seems he did was either (a) not properly reconnect the POTS signal in the VRAD so that you get it in addition to the VDSL2 signal, or (b) installed a whole house filter in the NID and placed the POTS signal on a pair other than the blue pair that's wired to all your jacks.  It could be something else, but those seem most likely.

 

You can call AT&T Technical Support at 800-288-2020 for a fast response (which you probably want since you have no phone service), or you could click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Standard phone line not working after U-Verse Internet installed today

6 of 18 (1,398 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 6:13:56 PM
0
(0)
Employee
Just to verify you have pots,plug your phone into back of RG phone port, if have dail tone you have been moved to VOIP service.

If told you would only have one bill,moved to VOIP, as POTS is billed separate from Uverse.

A full tech install is $99 and the equipment (RG) comes off the techs truck, if equipment was shipped to you, your a self install. If desire a tech install, call the 800 number, report failed self install, a tech will be dispatched on a repair ticket and you will be charged the $99 price ....same as a normal tech install.
Just to verify you have pots,plug your phone into back of RG phone port, if have dail tone you have been moved to VOIP service.

If told you would only have one bill,moved to VOIP, as POTS is billed separate from Uverse.

A full tech install is $99 and the equipment (RG) comes off the techs truck, if equipment was shipped to you, your a self install. If desire a tech install, call the 800 number, report failed self install, a tech will be dispatched on a repair ticket and you will be charged the $99 price ....same as a normal tech install.
*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.

Re: Standard phone line not working with U-verse Internet

7 of 18 (1,403 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 6:27:54 PM
0
(0)
Tutor

I have a dial tone when I plug into the NID Box outside the house. What do you mean to trace the wires?  How do I do that?

I have a dial tone when I plug into the NID Box outside the house. What do you mean to trace the wires?  How do I do that?

Re: Standard phone line not working with U-verse Internet

8 of 18 (1,401 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 6:40:38 PM
0
(0)
ACE - Expert
Tot27 - See where the wire goes through the NID or connects to other wires that do. Look at it from inside the house & see where it goes. Your existing house wiring may be red/green/yellow/black.. If the wires from the NID are the same color, just match them up. If not you will have to try two for dial tone & connect those two to the red/green of the house wiring.

I believe the tech is supposed to tell you which wires the POTS comes in on. You could call & request that info be supplied. MT may have better advice on that & maybe more detail on the wiring.
Tot27 - See where the wire goes through the NID or connects to other wires that do. Look at it from inside the house & see where it goes. Your existing house wiring may be red/green/yellow/black.. If the wires from the NID are the same color, just match them up. If not you will have to try two for dial tone & connect those two to the red/green of the house wiring.

I believe the tech is supposed to tell you which wires the POTS comes in on. You could call & request that info be supplied. MT may have better advice on that & maybe more detail on the wiring.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Standard phone line not working with U-verse Internet

9 of 18 (1,401 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 6:58:34 PM
0
(0)
Employee
If dial tone at NID, on a CSI the tech is not supposed to install a whole home VDSL splitter. That is done by the customer with individual adapters.

The tech would replace drop, if needed, replace or update NID if needed, verify signal and connect the existing inside wires to line modular (the unit used to test phone at NID).

Did you install individual line filter on each phone,the filter plugs into jack and has two connections, one for phone and green for RG. Each phone has to have its own filter. Recommend unplug all phones but one at RG, do you have dial tone.

As tech did not enter home, would not have separated lines. But at least with tone at NID know this is not an outside issue such as jumper at VRAD. Purely an inside issue.
If dial tone at NID, on a CSI the tech is not supposed to install a whole home VDSL splitter. That is done by the customer with individual adapters.

The tech would replace drop, if needed, replace or update NID if needed, verify signal and connect the existing inside wires to line modular (the unit used to test phone at NID).

Did you install individual line filter on each phone,the filter plugs into jack and has two connections, one for phone and green for RG. Each phone has to have its own filter. Recommend unplug all phones but one at RG, do you have dial tone.

As tech did not enter home, would not have separated lines. But at least with tone at NID know this is not an outside issue such as jumper at VRAD. Purely an inside issue.
*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.

Re: Standard phone line not working with U-verse Internet

10 of 18 (1,395 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 7:22:27 PM
0
(0)
ACE - Expert
Edited by aviewer on Mar 11, 2014 at 7:27:32 PM

MT - I do not follow this -  If dial tone at NID, on a CSI the tech is not supposed to install a whole home VDSL splitter. That is done by the customer with individual adapters.

Is it not the VDSL that makes it possible to hear the dial tone at the NID. Without a filter you would hear the DSL tone, not dial tone.

MT - I do not follow this -  If dial tone at NID, on a CSI the tech is not supposed to install a whole home VDSL splitter. That is done by the customer with individual adapters.

Is it not the VDSL that makes it possible to hear the dial tone at the NID. Without a filter you would hear the DSL tone, not dial tone.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Standard phone line not working with U-verse Internet

[ Edited ]
11 of 18 (1,391 Views)
0
(0)
  • Rate this reply
View profile
Mar 11, 2014 8:55:50 PM
0
(0)
Employee
a viewer, consider how Uverse works...
A POTS signal leaves the CO, travels to the cross box where it is placed on the line feeding the customer service terminal.
CO.......XBOX in ...jumper...XBOX out..........serving terminal.....drop....NID....IW

With Uverse, fiber is ran to the neighborhood VRAD or IRAD which connects to the XBOX.
CO....XBOX in....jumper... VRAD in...VRAD out ...jumper.... XBOX out...serving term--.drop...NID...IW.

On CSI the tech installs a jumper from XBOX in to VRAD in, AND a jumper from VRAD out to XBOX out.
This adds the low frequency POTS signal to the Uverse higher frequency signal.
At the NID the tech verifies both and places combined on inside wiring.

Individual dual filters are used to help provide isolation between the two, one a low pass filter for POTS, the other high pass filter for Uverse.

On a full tech install the tech install a whole home filter to separate the signals and installs a dedicated line (preferred cat5e) from NID to RG bypassing all telephone connections (bridges) that may weaken the signal, and introduce noise that causes errors by acting as extra antenna.

If on a CSI the tech wrongly installs a whole home filter and places inside wiring on RG side of splitter, no phone signal is passed as no separation of home run from phone wiring. (Same wiring)

On older installs techs often used existing phone wiring to feed RG, just a different pair....
For quad red/green was pots, yellow/black (normally 2nd line) was RG, in older MDU this may still be done if cannot run new cat5 home run or deny customer service due to inadequate MDU wiring.
Cat3 is as UTP (unshielded twisted pair) is better than non twisted quad for noise cancellation but only reliable rated at 16Mhz
Cat5e is UTP with different standards on each colored pair...from wiki
Category 5 cable (Cat 5) is a twisted pair cable for carrying signals. This type of cable is used in structured cabling for computer networks such as Ethernet. The cable standard provides performance of up to 100 MHz and is suitable for 10BASE-T, 100BASE-TX (Fast Ethernet), and 1000BASE-T (Gigabit Ethernet). Cat 5 is also used to carry other signals such as telephony and video.
a viewer, consider how Uverse works...
A POTS signal leaves the CO, travels to the cross box where it is placed on the line feeding the customer service terminal.
CO.......XBOX in ...jumper...XBOX out..........serving terminal.....drop....NID....IW

With Uverse, fiber is ran to the neighborhood VRAD or IRAD which connects to the XBOX.
CO....XBOX in....jumper... VRAD in...VRAD out ...jumper.... XBOX out...serving term--.drop...NID...IW.

On CSI the tech installs a jumper from XBOX in to VRAD in, AND a jumper from VRAD out to XBOX out.
This adds the low frequency POTS signal to the Uverse higher frequency signal.
At the NID the tech verifies both and places combined on inside wiring.

Individual dual filters are used to help provide isolation between the two, one a low pass filter for POTS, the other high pass filter for Uverse.

On a full tech install the tech install a whole home filter to separate the signals and installs a dedicated line (preferred cat5e) from NID to RG bypassing all telephone connections (bridges) that may weaken the signal, and introduce noise that causes errors by acting as extra antenna.

If on a CSI the tech wrongly installs a whole home filter and places inside wiring on RG side of splitter, no phone signal is passed as no separation of home run from phone wiring. (Same wiring)

On older installs techs often used existing phone wiring to feed RG, just a different pair....
For quad red/green was pots, yellow/black (normally 2nd line) was RG, in older MDU this may still be done if cannot run new cat5 home run or deny customer service due to inadequate MDU wiring.
Cat3 is as UTP (unshielded twisted pair) is better than non twisted quad for noise cancellation but only reliable rated at 16Mhz
Cat5e is UTP with different standards on each colored pair...from wiki
Category 5 cable (Cat 5) is a twisted pair cable for carrying signals. This type of cable is used in structured cabling for computer networks such as Ethernet. The cable standard provides performance of up to 100 MHz and is suitable for 10BASE-T, 100BASE-TX (Fast Ethernet), and 1000BASE-T (Gigabit Ethernet). Cat 5 is also used to carry other signals such as telephony and video.
*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.

Re: Standard phone line not working with U-verse Internet

12 of 18 (1,373 Views)
0
(0)
  • Rate this reply
View profile
Mar 12, 2014 5:43:30 AM
0
(0)
ACE - Expert
MT- Let me rephrase my question -

I do not have personal experience with hearing the U-verse carrier tone. I expect, if I connect a phone to a jack with the carrier tone present, that is what I will hear. If I connect the right filter in the right way, it will allow me to hear the dial tone instead of the carrier tone.

If I connect and hear dial tone, I can use it for phone service. It does not matter whether it was filtered at the VRAD, the NID or the jack itself. It is POTS service.

The open issue is can Tot27 discern the difference between dial tone and carrier tone.
MT- Let me rephrase my question -

I do not have personal experience with hearing the U-verse carrier tone. I expect, if I connect a phone to a jack with the carrier tone present, that is what I will hear. If I connect the right filter in the right way, it will allow me to hear the dial tone instead of the carrier tone.

If I connect and hear dial tone, I can use it for phone service. It does not matter whether it was filtered at the VRAD, the NID or the jack itself. It is POTS service.

The open issue is can Tot27 discern the difference between dial tone and carrier tone.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Standard phone line not working with U-verse Internet

13 of 18 (1,334 Views)
0
(0)
  • Rate this reply
View profile
Mar 12, 2014 7:54:46 AM
0
(0)
Tutor

No I guess I don't know the difference in the tones.  I have a Telephone technician here now.  He said the problem was with the VRAD at the end of the street.  So he left to go down there. I just hope he comes back to make sure it is fixed.  He was stumped when I told him the problem.  I stopped at the end of the street yesterday when they were working on it and asked and someone was supposed to come back yesterday and never did.   I just hope the phone is fixed today.  I spent 4 hours on the phone yesterday being shifted back and forth from U-Verse to At&t phone service because neither thinks it is their problem.  I'm so confused too.  I installed everything by the book and I thought they were installing it from what they told me on the phone.  I just don't understand enough about it to know how to do it or what to do.  

No I guess I don't know the difference in the tones.  I have a Telephone technician here now.  He said the problem was with the VRAD at the end of the street.  So he left to go down there. I just hope he comes back to make sure it is fixed.  He was stumped when I told him the problem.  I stopped at the end of the street yesterday when they were working on it and asked and someone was supposed to come back yesterday and never did.   I just hope the phone is fixed today.  I spent 4 hours on the phone yesterday being shifted back and forth from U-Verse to At&t phone service because neither thinks it is their problem.  I'm so confused too.  I installed everything by the book and I thought they were installing it from what they told me on the phone.  I just don't understand enough about it to know how to do it or what to do.  

Re: Standard phone line not working with U-verse Internet

14 of 18 (1,322 Views)
0
(0)
  • Rate this reply
View profile
Mar 12, 2014 7:57:21 AM
0
(0)
Tutor

I have unplugged all phones and no dialtone.  I have unplugged at the gateway and plugged phone directly in phone jack and still no dialtone.  

I have unplugged all phones and no dialtone.  I have unplugged at the gateway and plugged phone directly in phone jack and still no dialtone.  

Re: Standard phone line not working with U-verse Internet

15 of 18 (1,320 Views)
0
(0)
  • Rate this reply
View profile
Mar 12, 2014 8:16:13 AM
0
(0)
Employee
If dial tone at NID, not inside at jacks,suspect a whole home filter was installed.

You should be connected to something like this http://www.dslreports.com/speak/slideshow/27716520?c=2049872&ret=64urlL2ZvcnVtL3IyNzY5NDg3Mi1DYXQ1LU...

If connected to something else a pic would help.
If dial tone at NID, not inside at jacks,suspect a whole home filter was installed.

You should be connected to something like this http://www.dslreports.com/speak/slideshow/27716520?c=2049872&ret=64urlL2ZvcnVtL3IyNzY5NDg3Mi1DYXQ1LUNhdDYuLVBob25lLURTTC1pbnN0YWxsfnN0YXJ0PTkw

If connected to something else a pic would help.
*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.

Re: Standard phone line not working with U-verse Internet

16 of 18 (1,315 Views)
0
(0)
  • Rate this reply
View profile
Mar 12, 2014 11:50:24 AM
0
(0)
Tutor
So At&t phone technician got phone working but now UVERSE Internet will not work. He said that it was all new technology and wasn't sure why this is happening. He said he was sending someone out this afternoon to run a new CAT5 cable to see if that will solve the problem. This is all turning into a nightmare. The broadband is flashing red on the RG box. Do you think that wil solve problem? I will try to take picture.
So At&t phone technician got phone working but now UVERSE Internet will not work. He said that it was all new technology and wasn't sure why this is happening. He said he was sending someone out this afternoon to run a new CAT5 cable to see if that will solve the problem. This is all turning into a nightmare. The broadband is flashing red on the RG box. Do you think that wil solve problem? I will try to take picture.

Re: Standard phone line not working with U-verse Internet

17 of 18 (1,284 Views)
0
(0)
  • Rate this reply
View profile
Mar 12, 2014 12:55:01 PM
0
(0)
ACE - Expert
Tot27 - It is a shame that you are caught in the whiplash. Seems to me the most straightforward way to feed your service is to put both POTS and U-verse on the same pair to your house & split the two at the NID, reusing the original pair for POTS & giving you a new connection for U-verse.


It appears that the original tech disconnected the POTS at the VRAD & connected U-verse to your original pair. This is consistent with a change to u-verse voice service.

The second tech put your POTS back on the pair, but left the U-verse service disconnected. It does sound like you need U-verse reconnected at the NID & filtered to a n RG connection at the house.
Tot27 - It is a shame that you are caught in the whiplash. Seems to me the most straightforward way to feed your service is to put both POTS and U-verse on the same pair to your house & split the two at the NID, reusing the original pair for POTS & giving you a new connection for U-verse.


It appears that the original tech disconnected the POTS at the VRAD & connected U-verse to your original pair. This is consistent with a change to u-verse voice service.

The second tech put your POTS back on the pair, but left the U-verse service disconnected. It does sound like you need U-verse reconnected at the NID & filtered to a n RG connection at the house.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Standard phone line not working with U-verse Internet

18 of 18 (1,274 Views)
Advanced
You must be signed in to add attachments
Share this post
Share this post