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# My home phone has no dial tone — how do I fix it?

Worldline home phone runs over your internet connection, so the first rule is: **if your internet is down, fix that first** — the phone almost always comes back with it (see "My internet stopped working").

There are two ways your phone can be hooked up. Pick the path that matches your home.

## First, which setup do you have?

- **Path A:** your phone plugs into a small separate box (a phone adapter, such as the Grandstream HT801 or Linksys PAP2T), which connects to your modem.
- **Path B:** your phone plugs straight into a phone port on the modem itself (some SmartRG and Kasda models).

## Path A — phone adapter

1. **Is the phone light on the adapter lit?**
2. **Light ON but no dial tone:**
   - Check the phone cord runs from your phone's base into the adapter's **Phone** port and is snug at both ends.
   - Still nothing? **Reboot both the modem and the adapter**: unplug both, wait 30 seconds, plug back in, and give them 2–3 minutes.
   - Still nothing? Try a different telephone handset if you have one — handsets do fail.
   - No luck: contact support.
3. **Light OFF — check which lights ARE on:**
   - **No power light:** check the adapter's power plug and outlet.
   - **Power light only:** reseat the ethernet cable — firmly into the adapter's **Internet** port, with the other end in a numbered **LAN** port on the modem (NOT the WAN/Internet port).
   - **Power + internet lit, phone light still off:** reboot the modem and adapter.
   - Phone light still off after the reboot: contact support — the service may need to be re-registered on our end.

## Path B — phone plugs into the modem

1. **Is the telephone (Tel1/Phone1) light lit on the modem?**
2. **Light ON but no dial tone:** check the phone cord is in the **Phone 1** port and snug, reboot the modem, then try another handset. Still nothing — contact support.
3. **Light OFF:** reboot the modem so the phone service can re-register. If the phone light stays off after the reboot while the internet works, contact support — that's a provisioning issue we fix on our end, and no amount of cable-checking will change it.

## Special cases

- **Dial tone present, but calls won't complete (beeping/odd tones when dialing):** after one modem reboot, don't keep troubleshooting — contact support. This points to a network-side issue that needs a technician.
- **Just signed up and transferring your number?** Number transfers can take up to 7 days — contact support to check your port status.
- **Don't have an adapter and your modem has no phone port?** Contact support — you may need a phone adapter shipped to you.

## Good to know

- VoIP phone service needs power and internet — during a power or internet outage, **911 will not work**; use a cell phone.
- If you move, update your 911 address with us — 911 dispatches to the registered address.

## Contact us

support@worldline.ca or 1-855-299-0025 (Mon–Sat 9am–6pm Eastern, closed Sunday).