Support Procedure for phone outage
Determine if all of the phones are having an issue or just some of the phones.
Not all Phones Down: If only 1 or more phone(s) are having an issue and others are working this is most likely a phone specific issue, to resolve try rebooting the phone by unplugging power and plugging back in to reboot the phone. If this does not work send a ticket to VVD support by emailing [email protected].
Phones Down, Internet Working: If all of the phones are having an issue but you are able to connect to the Internet, this is a phone specific issue; to resolve try rebooting the phone by unplugging power and plugging back in to reboot the phone. If this does not work send a ticket to Contact VVD support immediately by emailing [email protected] or calling 704-542-2157 and press option 2.
Phones and Internet Down: If the phones are not connected and you are not able to connect to the Internet then this is an issue with your Internet connection and the first thing to do is perform a network restart.
Network Restart:
1. Unplug power from your cable modem, wait 30 seconds and plug it back in. Let it come back online with the power light steady.
2. Once it has come back online then you will need to unplug the power from the Edgewater Networks router and plug it back in. The Edgewater Networks Router will take up to 5 minutes to fully come online.
If your phone and internet do not come back after this procedure you should call your Internet service provider support then contact VVD support by emailing [email protected] or calling 704-542-2157 and press option 2.