I do not have dial tone.
If you don’t hear dial tone, please check the
following.
1. Make sure
the telephone is plugged into the appropriate port, Phone 1 or Phone
2.
2. Disconnect and re-connect the telephone
cable between the router and telephone.
3.
Make sure your telephone is set to its tone setting.
4.
Reboot
your phone adapter by following the instructions for rebooting the device
as provided in your Nextera Welcome Kit or link
here.
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I am unable to receive inbound
calls.
Your phone adapter needs to register with our proxy service in
order to receive inbound calls.
If the phone adapter can’t register, the Nextera server can’t route
calls to the device. A few reasons why you may not be able
to register with Nextera’s proxy server is:
- Power
outages
- Telephone and phone adapter not plugged in
- Loss of internet connectivity
- Router/firewall security options blocking Nextera
traffic
Please check that you have internet connectivity (try to view a few
websites) and check if your router/firewall settings have changed. If these items have been checked,
it is possible you need to reboot the phone adapter. To reboot, unplug the power cord from the back of the device for 15
seconds, and then plug it back in.
This will initiate a new registration request. Wait 5 minutes for the device to
completely boot up before attempting to make a
call.
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Calls sound "choppy".
Generally, “choppy” calls are the result of latency or packet loss
in your internet service provider’s (ISPs) network. What that means is that for a period of
time your connection may not be fast enough to send and receive data,
resulting in lost information. This usually occurs
when your ISP is experiencing problems, network congestion or heavy
bandwidth usages such as on-line gaming or uploading/downloading large
files.
- Check a few websites to see if they are performing slower
than usual. If so, it
is probable that your ISP is experiencing a
problem.
- If anyone is sharing your internet connection or you are
uploading/downloading large files via Internet, pause the activity
and see if voice quality
improves.
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I hear echo during calls.
Echo could be the
result of a variety of reasons:
- Poor quality telephone or phone cables (possibly
on the far end of the call).
- Feedback between the phone’s speaker and
microphone.
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If you hear a significant echo on the
call:
- Try to call back the number and see if the echo
persists.
- Ask if the person you are talking with can use a
different phone.
- Check a few websites to see if they are
performing slower than usual. If so, it is probable that
your ISP is experiencing a problem and that latency is
occurring.
- If anyone is sharing your internet connection or
you are uploading/downloading large files via internet, pause the
activity and see if voice quality
improves.
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I
hear static.
Static or buzzing on your line is produced from analog equipment in
your phone system. When the
phone adapter receives the sound data, it digitizes the data and
eliminates the possibility of producing static or buzzing. Try using a
different phone or replacing the phone cable and test if that resolves the
issue.
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Calls are dropped.
Generally, dropped calls are the result of severe latency or packet
loss in your internet service provider’s (ISPs) network. What that means is that for a
period of time your connection may not be fast enough to send and receive
voice data, resulting in lost information. This situation is called “Packet
Loss”.
Packet Loss may occur when connection speeds are compromised by
temporary ISP problems, network congestion or heavy bandwidth usage such
as online gaming or the uploading/downloading of large
files.
- Check a
few websites to see if they are performing slower than usual. If
so, it is probable that your ISP is experiencing a
problem.
- If
anyone is sharing your internet connection or you are
uploading/downloading large files via Internet, pause the activity
and see if voice quality
improves.
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I receive a fast busy signal when
attempting to place a call.
Nextera does not
allow calls to 900, 700, 500 toll areas codes as well as 976
exchanges. If you attempt to
dial these numbers, you receive a fast busy. If you are not attempting to call
these numbers, it can mean that your phone adapter needs to be
rebooted. To
reboot,
unplug the power cord from the back of the device for 15 seconds, and then
plug it back in. This will
initiate a new registration request.
Wait 5 minutes for the device to completely boot up before
attempting to make a call.
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Why can't I make international
calls?
The first thing to check is the status of your account listed on
the top of the page in your MyNextera OnLine Account Manager. If the account is in a ‘Suspend’
status, you will not be able to make international calls. If your
account is active
and does not have an outstanding balance due, you should be able to
make international calls if you have not enabled international call blocking on
your account.
Please also verify that you dialed the call correctly. To call internationally, dial 011 and
the country code prior to the number. Some calls may have to wait up to
a full 60 seconds before the call is
connected.
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How do I report a service issue to
you?
Visit the Contact
Us page for e-mail or phone support. If you are reporting a problem
with your service, please include time and date as well as a brief
description of the problem.
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