step2: internet is working or not then light checks

If the voice service shows as In-service,
confirm with the customer if their internet is working or not.
If internet is not working, ask the customer to contact the internet service provider. If the ISP is Sunsonic,

click on the internet service and follow the troubleshooting instructions for the type of internet service and troubleshoot the proper troubleshooting guide to fix the internet issue.

If the internet is working, ask the light status on the phone adapter. 

In order for the phone is fully functional and properly configured, the light status will be as follows:

               Power Light:       ON and steady green

               Internet Light:    ON and steady green

               Phone 1:              ON and steady green

Based on the light status, proceed the troubleshooting:

All three lights are ON but phone is not working:

·        Check if the telephone is connected properly to the phone 1 port on the phone adapter

·        Make a test call to the phone number and listen what it says.

o   Ringing No response: If you are able to hear the ring and the customer says the phone is not ringing, then check if the call forwarding is enable for the number. If call forwarding is enabled, disable it and try making a test call again. If you are able to hear the ring and customer is not hearing the ringing, ask the customer to try connecting a different telephone to the phone 1 port on the phone adapter.

o   Going to voicemail: If it goes directly to the voicemail, check the number of ring set for the phone number. If “No ring” is set, change it to “6 ring” and check again. If still goes to voicemail, perform a powercycle on the phone adapter and internet modem (Remove the power adapter and wait for 10 secs and connect it back).  Issue should be fixed if still not working, raise a ticket to second level support.

o   Getting a fast busy: Confirm with the customer if they activated any of the calling feature such as call forward, call control etc.You can also check if the call forwarding is enabled for Sunsonic voice customer in our portal. Goto Voice-sunsonic à Click on Modify àTools – Manage Features - this will display some of the features and its settings.

o   Asking to enter PIN: When you call the phone number, if it’s asking to enter the PIN number, then “Do Not Disturb” feature would have been enabled. Deactivate the DND (*79) and call again.

o   If still the phone is not working after going through the above steps, send the troubleshooting instructions to the customers and guide the customer to follow the steps slowly and carefully. (Note: send the proper guide for the model number of the device the customer is using).

o   Even after reassigning the device, phone is not working but 3 lights are ON, create a new account in the portal and assign a new device.

Two light are ON (Power and Internet)

·         Perform a powercyle on the phone adapter (Remove the power cable from the phone adapter and wait for 10 secs and plug it back. See if three lights come up.

·        Internet Lights is Flashing continuously. Check if the internet is working or not. Power cycle the internet modem and see if this resolves the issue. If internet is working but the internet light on the phone adapter is still flashing, check if the wires connecting the modem and the device are fixed properly. Try swapping the wires or try using a different Ethernet cable.

·        Two light are ON and steady: reassign the device. You can send the troubleshooting instructions to the customer and have them follow the steps slowly and carefully.

One light is ON:

·        Perform a powercyle on the phone adapter(Remove the power cable from the phone adapter and wait for 10 secs and plug it back). See if three lights come up.

·        Check if the Internet is working or not.

Check if the connection is set up properly