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Digital Phone Troubleshooting (for customers in greater Roseville area)
If you are experiencing no dial tone or noise on the line, follow the instructions below depending
on the piece of equipment installed in your house:
Comtrend 5631T or
Nexus 5361T DSL modem with Innomedia/ATA RG634
1. Unplug the power cable from the equipment above.
2. Wait 30 seconds then plug the power cable back in and ensure it is secure.
3. Test your phone to verify if you have dial tone now.
Verify all the physical connections are good
Ethernet cable from WAN port on Innomedia/ATA should be connected to Comtrend DSL modem
LAN 3x (if you have CCI video service) or LAN 4x (if you do not have CCI video service)
Your computer/router should be directly plugged into Comtrend DSL modem LAN port 1x or 2x.
If service is still down...
Disconnect the existing cable from Phone 1/Phone 2 on Innomedia. Connect a hardwire phone
directly into that same jack. Check for dial tone.
Disconnect the existing cable from Tel 1/Tel 2 on RG634. Connect a hardwire phone directly
into that same jack. Check for dial tone.
Note: If a dial tone is present when the phone is directly connected to Innomedia/RG634 that would
indicate a problem with the house inside wiring. If there is no dial tone that would indicate
a problem with the SureWest equipment.
Please contact our Technical Support Department (open 24 hrs) at 844.YOURCCI (844.968.7224)
for additional assistance.
Troubleshooting