My Caller ID is not displaying correctly. How do I fix this?
Caller ID is only available to those customers who subscribe to it as part of their telephone service.
The feature can be enabled or disabled via your Customer Portal or turned off by dialing *67 on your NewWave phone. To re-enable caller ID, dial *65 on your phone.
To enable caller ID on a per-call basis, dial *82 prior to dialing a telephone number to deliver your caller ID information for that call only.
If caller ID is not available on an incoming call, refer the caller to his/her carrier to have the problem fixed.
Phone Service Interruption
The majority of phone service interruption problems can be resolved by simply resetting your cable modem.
If this does not restore your service, please try the below suggestions:
– Double check that all connections between your phone and the wall are tight. Make sure the wires are not frayed or damaged. If nothing appears damaged or loose try the next suggestions.
– Move your phone to another wall outlet to see if the current wall outlet is at fault.
If you continue to experience issues with your service, please contact our Technical Support team at 877-692-2253.
Reset Voice Mail Password
I forgot my voice mail password. How do I reset it?
In order to reset your NewWave Voice Mail password, simply log in to your account online and complete the following easy steps:
Step 1: Log into your Customer Portal with your NewWave username and password.
Step 2: Once logged in, select your phone number you wish to reset the Voice Mail password for under the “Phone Line” drop-down menu.
Step 3: Select the “My Features” tab, where you can view your subscribed telephone features.
Step 4: Under the feature “Reset Password”, click “Edit”, where you can press the “Reset Password” button. Your password will revert to 123456.
Note: If you have more than one telephone number with Voice Mailboxes for each, you would need to repeat steps 2-4 for each individual number to reset each password.
No Dial Tone
I’m not getting a dial tone when I pick up my phone. How do I fix this?
Please reboot your modem by using a paperclip, toothpick, or similar nonmetallic object and press it in the recessed reset button in the back of the modem. (Holding the reset button in longer than 1 second may restore your wireless information in the modem to the factory defaults inadvertently). To locate the recessed reset button, click here. Wait 5 minutes to see if dial tone is restored. If not, see below.
Is the Power LED light on the Telephony Modem lit?
Step 1: If not, check to make sure the modem is plugged in and the outlet has power.
Step 2: If the LED is lit, go to the next step.
Is the ONLINE LED lit?
Step 1: If not, check the coaxial cable connections at the modem and the wall. Ensure they are connected and tight.
Step 2: If the ONLINE LED is lit, go to the next step.
Is the Telephone (Telephone 1 or Telephone 2) LED lit?
Step 1: If not, phone service has not been provisioned on that line. Please contact Cable ONE Support via an alternate phone, or contact your local Cable ONE office for assistance..
Step 2: If it is blinking, there is a phone off hook somewhere in the house. Find that phone and hang it up.
Step 3: If it is lit, go to the next step.
Is the phone plugged directly into the modem?
Step 1: Make sure the phone is plugged into the port on the back of the modem labeled TEL 1/2.
Step 2: If so, try a different phone. Make sure the new phone is a working phone.
Step 3: If a known good phone is used and you still don’t have a dial tone, try a different phone cable. If neither of these options work, please contact Cable ONE Support via an alternate phone, or contact your local Cable ONE office for assistance.
Is the modem plugged into a wall outlet?
Step 1: If so, unplug the phone cord at the back of the modem and plug in a known working phone. If you now have a dial tone, the problem is with the house wiring. Contact your local Cable ONE office or a qualified wiring technician to correct the house wiring.
Static or echo on the line
Check all the phones to make sure that the noise isn’t isolated to a single piece of equipment. If only one phone is receiving static, echoing, or noise then the problem resides with that particular unit.
If all phones have noise, unplug the telephone wire from the rear of the MTA (Multimedia Terminal Adaptor) and plug a working phone directly into the jack. If you are receiving noise on the line try power cycling the MTA. This means unplug the power cord from the modem and take the battery out, when this is done correctly, no lights should be on the modem; wait at least 60 seconds.
Plug the power cord back into the modem, and put the battery back in. After a few minutes try the phone again and see if the noise is still on the line.
If you are still having static, echoing, or noise on the line please call 1.888.863.9928 for tech support.