Hello @cwong,
We certainly want to ensure that your Ignite Home Phone service is working well for you!
Just to clarify, was the home phone service working previously? If so, when did you notice it first stopped working? Do you have another phone that you can try plugging into the modem for testing purposes? Please also have a peek at this thread which provides helpful tips on connecting your home phone to the Ignite router.
If the issue persists, please reach out to us via PM @CommunityHelps so we can have a look at our end. For more information on how our Private Messaging system works, please check out our blog.
I'll also tag in some of our RE's to see if they have any helpful suggestions: @-G-, @Gdkitty, @Pauly, @57
RogersLaura
@cwong When did you switch to Ignite and what services did you previously have with Rogers (or any other service provider) immediately before switching to Ignite? Were you previously a (legacy) Rogers Home Phone customer? Did Ignite Home Phone ever work for you?
Where is your Ignite (XB6) modem/gateway currently located and what pieces of equipment (splitters, powered splitters, filters, attenuators, F81 "barrel" connectors, patch cables, etc.) are on the signal path from point that the Rogers coax enters your home to the point where the coax cable connects to your modem? If you connect your modem directly to the coax cable that enters your home, are you able to get "dial tone" on a phone that is directly connected to the "TEL 1" jack on the XB6?
What happens if you unplug your telephone from the XB6 "TEL 1" jack, wait 10 seconds, take the telephone off hook, then plug the phone back into the "TEL 1" jack while it is still off hook?
There is no configuration that you yourself can do on the modem for the Ignite Home Phone service. Everything is provisioned by Rogers centrally. When Ignite Home Phone service gets activated, it needs to either be provisioned with a new telephone number or your existing telephone number needs to be ported.
If you cannot get dial tone, it would likely be due to the following:
- Something is not connected properly.
- Rogers has not provisioned the Ignite Home Phone service properly.
- The Ignite XB6 gateway is defective.
What happens when you try to call your home phone number from a mobile phone? Do get your old voicemail greeting, ringing but no voicemail (or a new/default voicemail greeting), or does it say that your call cannot be connected or that the number is out of service?
@cwong I don't work for Rogers. I don't know what discussions you have had with Tech support so far, what equipment you had installed (or where) before switching to Ignite, or what guidance the Rogers installation provided you. In the past, Rogers did not allow existing Digital TV and Home Phone customers to self-install any Ignite services. Presumably, this was because existing installations needed to be "cleaned up" before installing Ignite. If you have any old/obsolete splitters on the signal path, they could interfere with your modem's connectivity to the Rogers network.
With Ignite TV/Internet/Home Phone, you should not have any splitters installed on the signal path and the only device that you should now have connected to the Rogers network is the Ignite XB6 WiFi modem. The Ignite modem should either be directly connected to the incoming coax feed from the street, or that incoming feed should be connected to the coax cable feeding your wall outlet (where you have connected the Ignite modem) using an F81 coax coupler. The only reason for anything extra to be installed on the signal path is if a technician installed it to either amplify or attenuate the signal to your modem. ALL of your old Rogers equipment must be disconnected and any connections to any (now unused) wall outlets must be disconnected as well.
At least your phone number is still active... but I don't know whether it is active on the old Rogers Home Phone service or the new Ignite Home Phone service.
The Ignite Home Phone self-install guide does not contain any troubleshooting information beyond restarting your gateway... and I would recommend power-cycling the Ignite modem.
All that I can suggest is that you temporarily connect the Ignite modem directly to the incoming signal from the street to see if that fixes the problem. If it does not, call tech support and have them double-check their provisioning and that they have activated the correct serial number/MAC address for your modem in their system. If that does not resolve the problem, you will have to wait for a Rogers tech to come to your home to troubleshoot the installation.
When diagnosing a home phone issue especially a no dial tone issue, having a cordless phone can complicate the troubleshooting because cordless phones are not immune to problems, so if you happen to own a corded phone anywhere in your home its advised to test with that, but if its not available at all, a cordless phone can be used but would require more troubleshooting steps
Heres something to remember, A Cordless phone can be plugged into a known working home phone jack, and can still experience a "no dialtone" issue, this is because there can be a pairing issue with the handset and the base station, there could be a power interruption between the base station and handset, there could be another device jaming the dect 2.0 frequency band the cordless phone operates on, or something else, like a weak battery or some other strange issue. but glad it got solved in the end
Heres something to remember, A Cordless phone can be plugged into a known working home phone jack, and can still experience a "no dialtone" issue, this is because there can be a pairing issue with the handset and the base station, there could be a power interruption between the base station and handset, there could be another device jaming the dect 2.0 frequency band the cordless phone operates on, or something else, like a weak battery or some other strange issue. but glad it got solved in the end
@nodialtone wrote:
home phone has no dial tone on a regular basis ... all hooked up well and nothing changes in between time it works and does not work
Which Home Phone service did you have before you switched to Ignite Home Phone? Can you get dial tone consistently with just a single telephone plugged directly into the "Tel 1" port on the Ignite gateway?
Wonder if bell lines or something are still connected? And something is interfering?
I currently have my Ignite modem, going into a splitter.. with one line which goes around the basement to over to where my fax/printer is, the other into a demarc in the elec panel to the rest of the house.
And only time I have not had a dial tone, is when the whole service/internet was down.
when the phone goes down, does the internet and tv also go down? when the phone goes down can you take a phone set and plug it into the tel 1 port of the ignite modem and see if calls work? this is bypassing your ISW aka inside wiring and it will help narrow down the problem
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