Troubleshooting

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No Dial Tone

There are a number of reasons why you may not be getting dial tone. We suggest you check each of the following:

  1. If using a Broadband Telephone Adapter, make sure it has power (the power light is on) and it is connected to your router or modem with an Ethernet cable.
  2. vIf using a Broadband Telephone Adapter, make sure your phone is plugged into the proper port (if you only have one line, you must plug your phone into port #1).
  3. Make sure your Internet service is not down. You can do this by launching a browser and seeing if you can visit Web sites you normally visit.
  4. Make sure your router doesn't have any special port blocking or non-default security settings turned on.
  5. If using a SoftPhone, make sure you have the latest version and have logged in with the proper username and password.

If the problem isn't one of the above and you are using a Telephone Adapter, perform a reset by unplugging the power cord, waiting 15 seconds, and then plugging it back in. If after 5 minutes you still don't have service, contact Customer Care.

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Poor Audio Quality

Poor audio quality (garbled voice, block of silence, etc.) is typically caused by problems with your broadband connection. If you are experiencing audio quality problems on most or all calls, you should contact your broadband provider and report the problem to them. They may be able to assist you in tuning your network. You can also use online tools at www.DSLReports.com and www.TestYourVoIP.com to isolate the problem(s).

If the problem happens intermittently, check to make sure that no one else is utilizing excessive amounts of bandwidth (music or video downloads, online gaming, etc.).

If the problem happens only at peak hours of the day, it could be that your broadband service is over-subscribed. Contact your broadband provider to investigate.

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Fast Busy When Making a Call

First, make sure the number you are dialing is correct. If it is, then contact Customer Care.

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Fast Busy or Error Message When Accessing Proximiti Center

This is most likely due to a temporary service outage. If the problem lasts more than 5 minutes, contact Customer Care.

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Dropped Calls

This is most likely a random glitch in the network and should happen very infrequently. If it happens regularly, contact Customer Care.

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Can't Log In on the Web

If you can't view the site at all, make sure your Internet service is not down. You can do this by launching a browser and seeing if you can visit Web sites you normally visit.

If you can get to the Web site but your login fails, make sure you are using the proper username (your Proximiti email address) and password.

If the problem isn't one of the above, it could be a temporary service outage. Please wait 5 minutes and if the login still does not work, contact Customer Care.

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Problems Checking Messages on the Web

Popup Blockers may prevent you from checking your messages or may cause unusual behavior. Please turn off any Popup Blockers while in the Proximiti Center (most blockers can be disabled on a site-by-site basis).

If you've turned off any Popup Blockers but are having trouble opening attachments or listening to voicemails, try clearing your temporary Internet files cache. You can do this in Internet Explorer by selecting Tools->Internet Options... and then clicking "Delete Files..." under "Temporary Internet Files." Other browsers have similar functions.

If the problem isn't one of the above, it could be a temporary service outage. Please wait 5 minutes and if the problem persists, contact Customer Care.

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Not Receiving Inbound Calls

  1. If using a Broadband Telephone Adapter, make sure it has power (the green power light is on) and that it is connected to your router or modem with an Ethernet cable.
  2. If using a Broadband Telephone Adapter, make sure your phone is plugged into the proper port (if you only have one line, you must plug your phone into port #1).
  3. Make sure your Internet service is not down. You can do this by launching a browser and seeing if you can visit Web sites you normally visit.
  4. Make sure your router doesn't have any special port blocking or non-default security settings turned on.
  5. If using a SoftPhone, make sure you have the latest version and have logged in with the proper username and password.
  6. Make sure the ringer on the phone is not set to "off" and make sure the phone is on-hook.
  7. Make sure you don't have your privacy settings configured to block most or all calls.

If the problem isn't one of the above and you are using a Telephone Adapter, perform a reset by unplugging the power cord, waiting 15 seconds, and then plugging it back in. If after 5 minutes you still don't have service, contact Customer Care.

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Can't Call 900, 976, or Other "Information Service" Numbers

Proximiti does not allow calls to information services.

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