These are the most common problems and solutions encountered during the installation process.
I don’t hear a dial tone. You will only get dial tone from your GLOBALINX DTA if:
- You have existing and fully operational broadband (high-speed) access to the Internet via a DSL or Cable Modem. (You have been able to access Web pages)
- Your GLOBALINX DTA was properly registered AND activated prior to installation. (This was done when you signed up for the service)
- The GLOBALINX DTA was properly installed and each step was followed in the proper order. (The order in which you turn on devices is very important)
- The Status and Line 1 indicator LED's on the front panel are ON
Also, make sure your phone is hooked up to a power supply, and be sure it is disconnected from the wall jacks that traditional phone companies use. If not the DTA will not connect to the GLOBALINX service and you will not get a dial tone.
On VoIP calls, such as the GLOBALINX service, an echo occurs when there is unusual congestion in the network. This may be a temporary issue with your ISP, or on your local network (like when another user is downloading a video while you are on a call). Check with your ISP if echoes occur frequently.
Static or buzzing noises on your line can only occur on the analog side of your connection. This consists of your telephone handset and phone patch cable (RJ-11 cable). To eliminate static, one of the solutions is to try a different telephone cable and/or telephone handset.
If you have a cordless telephone, it can generate static due to a weak signal between the base of the telephone and your handset. Old or low batteries in your handset can also cause static, or maybe the cordless handset is too far from the base station. If you use a wireless router, try moving it away from the GLOBALINX DTA as each wireless device may interfere with each other.
If you had a previously functioning GLOBALINX DTA and suddenly are unable to receive calls, please check the following:
- Were there recent power outages/disruptions that may have affected your GLOBALINX DTA?
- Is your ISP connection active?
- Did you recently change any router/firewall security options that may have impacted the GLOBALINX DTA’s ability to connect to the GLOBALINX service server. If this problem occurs, please review your included Easy Install Guide and follow the exact power cycling steps for your network configuration.
For more troubleshooting help send us an email to: techsupport@globalinx.com
To help us best serve you, we’ll need the following information:
- Your GLOBALINX Account Number or telephone number in the email subject line.
- Type of Internet connection (DSL/Cable/Dial up/Satellite)
- Make and model of your router (if you are using one)
- Make and model of your telephone
- Brief description of your home network (computers, routers, hubs, switches, and firewall software)
- Detailed description of the issue you are having
- Results of troubleshooting steps you have completed (i.e. cycling power, port forwarding, as detailed on our Installation pages)
- Best way and time to contact you
You can access your voicemail in two ways:
- From any phone connected to your GLOBALINX service, dial *09
- From any other phone, dial your 10-digit phone number. When the auto attendant answers, press the star (*) key and enter your password when prompted. This number was emailed to you when you signed up for service and was included in your welcome kit.
You are now in the Main Menu. We recommend that you press 3 and change your welcome kit password.
The Features Menu, 5 in the Main Menu, enables you to set options such as Call Forwarding and Call Blocking. When you access the menu, the recording tells you what your current options are set to.
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