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Troubleshooting Traditional Local Home Phone

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

  • Check all phone sets to make sure they are all connected properly to the wall jacks.
  • Is this happening on only 1 phone? If it’s happening with only 1 phone it could be an issue with that handset or specific jack.
  • For a cordless phone, confirm there is power going to the main base; can you see the date/time on the display?
  • Check your phone volume, is the ringer on?
  • Do you have other devices on the same line (computer modems, answering machine, fax)? If so, make sure they are all plugged in.
  • Do you have DSL internet on that same line? Verify the filter installation; make sure that the filters are not defective by trying them in different jacks and with different phones.
  • If you have damaged or hanging wires outside of your premise, please contact our technical support team or log in to MyPrimus and submit a Support Request (Support Ticket). Your issue will be reviewed as soon as possible.

Step 3: Unplug all Phones.

  • For all the phone sets, unplug them from the wall jacks for 1 minute.
  • Reconnect one phone at a time (starting with corded phones) and test if the issue is resolved.
  • If the issue is resolved by disconnecting one or more of the phones, the issue is with the jack or the phone itself; you may want to have it checked.

Step 4: Test at the Demarcation

The demarcation box is the point at which the public telephone network ends and connects with your home’s wiring. To test there, do the following:

  • Bring a corded phone with you and plug it into the phone jack located in the demarcation box.
  • If the issue is resolved at the Demarcation box, it is due to your home wiring or jacks. You will need to contact a telecommunications technician to do further testing.

Step 5: Contact Primus Technical Support

If the above troubleshooting steps do not resolve your Traditional Local 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.