TT Reported Problem – Phone Landline – Outage, 1 Phone

Tier1 or Tier2 Support:

FAST Discovery:

1. Check to see if power is getting to phone.
2. Ask if the phone is plugged into the wall or the D-Link
3. Ask if the Phone is plugged into the computer.
4. Ask if the CAT5 Cable is plugged into the LAN port on the phone.
   • If the cable is in the wrong port the phone will not work but the computer will

Troubleshooting Steps:

1. Unplug the phone for 30 secounds and when it comes back up see if there is a dial tone.
2. Change out the Cable and test the phone again by rebooting for 30 seconds and when it comes back up see if there is a dialtone.
3. Take the phone to another location where there is a working phone and try connecting it there. If the phone works there pass the Ticket to Tier3
4. The phone might need to the config file uploaded to it – follow the following steps bellow.

Reset the local configuration file on the phone

1. Press “Menu” button on the phone.
2. Select option 3, “Settings”
3. Select option 2, “Advanced”
4. Enter password “456”
5. Press “Enter”
6. Select option 1, “Admin Settings”
7. Select option 5, “Reset to Defaults…”
8. Choose “Reset Local Configuration”

DEEP Troubleshooting Steps:

If that did not work try this

1. Have the client navigate to the D-Link through the browser by typing in the IP Address for the D-Link. 192.168.0.1
2. Log into the router using the password Yes0###
3. Click on Setup.
4. Click on the button “Manual Internet Connection Setup”
5. Change the Primary DNS to 8.8.8.8

Helpful Hints:

DNS Relay – When DNS Relay is enabled, the router plays the role of a DNS server. DNS requests sent to the router are forwarded to the ISP’s DNS server. This provides a constant DNS address that LAN computers can use, even when the router obtains a different DNS server address from the ISP upon re-establishing the WAN connection. 8.8.8.8 is the Google DNS Primary server and works well with 8X8 VoIP Phones.