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Troubleshooting help

Before calling TELUS Repair at 611, please try the following troubleshooting steps to correct common home telephone problems.

NOTE: If a TELUS technician is sent to your home and the trouble is proven to be caused by inside wiring, telephone jacks or customer-purchased equipment, we will take care of your repair needs - but a service charge will apply.

What's the trouble?


No dial tone - all equipment affected

Anything connected to a phone line can affect the service or cause trouble when using other equipment on the same line. For example, a loose wire, the radio frequency of a cordless phone or a faulty extension cord can all lead to problems.

Before you begin:

  • Make sure your telephone is not off the hook.
  • If you are using a cordless telephone, make sure the battery is working.
  • If you have an answering machine, fax, computer modem, alarm system or other device, make sure they are plugged in correctly.

If there is no dial tone and you hear either static or nothing at all, follow these instructions:

  1. Unplug all equipment from every phone jack on your line (including fax machines, modems, splitters, etc).
  2. Leave everything unplugged for a minimum of 60 seconds, then plug in your most basic telephone (this should not be a cordless phone).
  3. Check for dial tone. If dial tone has been restored, begin adding equipment one piece at a time, continuing to check for dial tone after each addition.
  4. If, after any addition, you lose your dial tone again, remove the equipment from the jack. It's probably causing the problem and you may want to have it checked.

No dial tone - one piece of equipment affected

  1. Unplug all equipment from every phone jack on your line (including fax machines, modems, splitters, etc).
  2. Leave everything unplugged for a minimum of 60 seconds, then plug in your most basic telephone (this should not be a cordless phone).
  3. Check for dial tone. If dial tone has been restored, begin adding equipment one piece at a time, continuing to check for dial tone after each addition.
  4. If there is still no dial tone, try another telephone set.
  5. If the trouble clears, it is likely the first telephone set that was causing the problem and you may want to have it checked.
  6. If the trouble does not clear, please call 611 or request a repair online.

Noise on line

If your line has noise, or you hear static, clicking or radio interference, please follow these instructions:

  1. Unplug all equipment from every phone jack on your line (including fax machines, modems, splitters, etc).
  2. Leave everything unplugged for a minimum of 60 seconds, then plug in your most basic telephone (this should not be a cordless phone).
  3. Check for any noise, static, clicking or radio interference.
  4. If, after any addition, the noise/static returns, remove the equipment from the jack. It's probably causing the problem and you may want to have it checked.
  5. If the noise on the line does not clear, please call 611 or request a repair online.

Phone is not ringing, or not ringing correctly (it can't be called)

Try the troubleshooting steps below if you're unable to receive incoming calls - and when people call you, they hear ringing but you don't hear your telephone ring.

  1. Ensure the ringer volume on your telephone is turned up.
  2. Unplug all equipment from every phone jack on your line (including fax machines, modems, splitters, etc).
  3. Leave everything unplugged for a minimum of 60 seconds, and then plug in your most basic telephone (this should not be a cordless phone).
  4. Have someone call you. If the set rings, begin adding equipment one piece at a time, continuing to check after each addition.
  5. If, after any addition, the telephone set does not ring, remove the equipment from the jack. It is probably causing the problem, and you may want to have it checked.