Why Don’t I Have a Dial Tone?

There are a variety of reasons for the absence of a dial tone, usually network or hardware related. It is important to determine if only one device or multiple devices are experiencing the issue. If only one device is not receiving a dial tone, then the issue is likely not network-related.

If experiencing a lack of dial tone on one single device:

  1. Check that the physical connections (e.g., cords, Ethernet cables, etc.) are correctly connected. Replace connections as needed with a working device to isolate potential issues.
  2. Plug the non-working device into a location where there is a working device. If the device works, retest the Ethernet cord and Ethernet port.
  3. Try a working phone in the same area where there is a non-working device. If the working device still works, there may be a hardware defect with the non-working device. 

If experiencing a lack of dial tone on multiple devices:

  1. Verify the Internet connection is working correctly for all devices connected to the network.
  2. If there is more than one router on the network, check for Double NAT by verifying the WAN IP of the router. For information on Double NAT troubleshooting, click here.
  3. Check the router for a setting called SIP ALG, which can affect VoIP traffic while not affecting computer traffic. For information on disabling SIP ALG, click here.
  4. Add Nextiva’s firewall access rules to the router. For information on adding firewall access rules, click here.
  5. Check for packet loss by running Nextiva’s Network Quality Test. Packet loss affecting Internet traffic can also affect VoIP traffic. Call the local Internet Service Provider (ISP) to ensure that the network can handle VoIP traffic.
  6. Call the local Internet Service Provider (ISP) to ensure that the network can handle VoIP traffic.

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