Troubleshooting Adapter
2. What lights will appear on my ATA when plugged in?
3. What happens if the WAN light is on but the VoIP light is not?
4. When rebooting my ATA, I hear clicking. Is this normal?
6. What does it mean to “power cycle” my ATA?
7. What is the router port information I need to unblock ports?
8. After plugging in the ATA, my internet service has slowed. Why is this?
9. What is the most beneficial way to configure the ATA device?
10. Why does my ATA seems to be functioning properly but all calls are going to my voicemail?
What is an ATA?
ATA stands for “analog telephone adapter”. The ATA is the device used between your broadband internet router and telephone, allowing VoIP calls to be made over the internet.
What lights will appear on my ATA when plugged in?
WAN (Wide Area Network) light
The WAN light will be ON and if it happens to be blinking, it is OK.
ENET (ethernet) light
The ENET light will turn ON when plugged into your computer.
VoIP Light
The VoIP needs to be ON and, when lit, the dial tone will sound on your phone.
What happens if the WAN light is on but the VoIP light is not?
Typically, this indicates the ATA cannot grab the IP address from your router. To troubleshoot this, we first recommend unplugging all devices for at least 30 seconds then plugging back in. If the issue is not resolved, you may need to change the ports on your router. Instructions on how to update the ports can be found in the instruction manual with your router or on the company website. For specific porting information, please contact our customer support here.
When rebooting my ATA, I hear clicking. Is this normal?
Yes, when your ATA is properly rebooting, you will hear three light clicks. If you do not hear any clicks, your ATA may be defective. Please contact our Customer Support for more information.
The VoIP light is ON, but there is no dial tone on my phone. I have already rebooted my ATA, router and computer. What else can I do?
First, please make sure that your phone cord is plugged into Port 1 on your ATA. If accidentally plugged into Port 2 but there is only one line on your account, there will be no dial tone.
Another theory signifies a problem with the phone itself. Unplug the current phone and retry the configuration with a different phone and phone cord.
What does it mean to “power cycle” my ATA?
To “power cycle” your ATA is also known as “rebooting”. To begin, turn off the adapter, unplug it, wait at least 30 seconds, then plug it in again and turn on.
What is the router port information I need to unblock ports?
Unblock all outbound UDP traffic.
Unblock port range 13456 thru 13462.
Unblock port 5060 inbound for UDP traffic.
After plugging in the ATA, my internet service has slowed. Why is this?
Keep in mind that we are only as fast as your internet service provider (ISP). Our service runs off of the existing bandwidth from your current ISP. If you begin with a lower speed internet service, the ATA device may noticeably bring your web browsing to a crawl. An ideal internet connection to use with Phone.com Home Service is recommended at 1.5mbps. To test your current internet speed, please click here.
What is the most beneficial way to configure the ATA device?
1. Connect phone cable from phone to Port 1 on ATA
2. Connect Ethernet network cable from PC to Ethernet port on the ATA.
3. Connect one end of a different Ethernet network cable from the cable/DSL modem to the Internet port of the ATA.
4. Connect power cord from ATA to electrical outlet.
Why does my ATA seems to be functioning properly but all calls are going to my voicemail?
In your online control panel located at http://home.phone.com, the option to enable and disable the “Do Not Disturb” feature is provided. If all calls are directing to your voicemail, please check the settings in your account to ensure you do not have this feature selected.
