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Troubleshooting Digital Home Phone issues

This article covers common troubleshooting steps for Digital Home Phone service. These steps can help you identify and resolve issues affecting your Digital Home Phone.

Step 1: Check for Outages.

Before diving into troubleshooting, it's essential to check if any known outages are affecting your area. You can do this by visiting Primus Network Status. If an outage is confirmed, we will be working to restore service as quickly as possible.

Step 2: Verify Connections and Power.

Ensure all cables are securely connected, including the Power cable, RJ45 (to both the modem and the digital home phone adapter) and the RJ11 (to both digital home phone adapter and the phone system).

Please review the appropriate installation guide to ensure that your Digital Home Phone is properly set up and configured.

If you are using internal wiring to use your digital home phone, please try to connect the phone system directly to the digital home phone adapter and see if this resolves the issue.

Step 3: Confirm your internet connection is working.

Digital Home Phone service relies on the internet to function. Please test with the help of another device if you can use the internet for other purposes (like browsing the web, for example).

If your Internet connection is not functioning properly, it will disrupt your Digital Home Phone service. please troubleshoot the internet service instead if this is the case.

Step 4: Restart Your Devices.

Please power-cycle your devices in sequence, meaning:

  • Turn off or disconnect the power from your internet modem, Digital Home Phone adapter and any other networked devices (like routers).
  • Leave the devices off / disconnected from power for at least 2 minutes.
  • Beginning with the internet modem, connect the power / turn on the device.
  • Once the device has completed its power-up sequence, turn on or connect the power to the next unit in line.
  • Repeat the step above until all your devices have been powered up.

Step 5: Issue specific tips.

  • I can make outgoing calls, but I cannot receive calls. This can happen when you have switched your telephone number to Primus from another provider. This process can take up to 10 business days to complete. This means that you will receive your Home Phone package and be immediately able to place outbound calls on it, but your telephone will continue to ring on your old phone line until the switch is completed.
  • Will Primus Digital home phone work on my existing phone jacks? You can either use a cordless phone with multiple handsets or a splitter. If you wish to use your regular phone jacks in your home, please consult our home wiring guide. Primus does not support Digital Hope Phone issues caused by using existing phone jacks.
  • How do I hook up multiple phones? You can use a cordless phone with multiple handsets or a splitter. Using the existing phone jacks is also possible, please consult our home wiring guide.
  • Feature Issues: Please review our feature guides.
  • Digital Home Phone portal issues: See our Digital Home Phone portal password management
  • Faxing with Digital Home Phone: Primus' Digital Home Phone (DHP) service uses a technology known as VoIP. VoIP stands for Voice over Internet Protocol. Having established this, please keep in mind that facsimile (fax) transmissions (as well as dial up modems) use the audio band of a telephone line but are not communicating via voice or the human speech patterns that VoIP services have been engineered to support. This isn't to say that it's impossible to use Digital Home Phone to send and receive faxes, but we can in no way guarantee that you will be able to use this service to provide fax, dial up modem or comparable connectivity.
    If you wish to use Digital Home Phone for faxing or similar services, please bear in mind the following configuration guidelines:
    • Your Digital Home Phone’s Call Quality setting needs to be on High Bandwidth Voice / Best Quality.
    • Your fax machine (or other device) should have its transmission speed lowered to 9600 baud.
    • Any echoing, static, garbling or cross-talk will cause errors with your transmission / communication.

Step 6: Contact Primus Technical Support

If the above troubleshooting steps do not resolve your Digital Home Phone service issues, contact our technical support team for additional assistance. Our team can help diagnose and resolve the underlying issues with your service.