Dial-Tone Problems

If you do not hear a dial tone when you pick up the receiver, you may be able to resolve the problem by following this procedure:

1. Check all phones to ensure they are on the hook and have the proper powering if needed. If there is only one phone with no dial tone, then go to Step 5.
2. Check the five LED indicators on the Network Interface Unit (NIU). If the power light is blinking or all lights are off, check the AC cord to the NIU. Ensure all connections are tight, and the NIU is not plugged into a switched outlet.
3. Unplug the telephone wire from the rear of the NIU and plug a phone directly into the NIU. Check for dial tone and if you do not hear a dial tone, proceed to Step 4. If you hear a dial tone, then the problem is somewhere at your site. Please call support at 1-800-342-5400 and choose menu option 4, then option 2, “High Speed Internet and Cable Phone service”.
4. Ensure that the phone cord is unplugged from the back of the NIU and then reset the unit by depressing and releasing the reset button at the rear of the NIU. Plug the phone cord back into the NIU after reset is completed. If you hear a dial tone, proceed to Step 5. If you still do not hear a dial tone, please call the support at 1-518-943-6600 and choose menu option 4 then option 2, “High Speed Internet and Cable Phone service”.
5. If a single jack seems to be the issue, then put a different phone in at that jack and see if the problem still exists. If it does, the wiring is faulted or shorted and the phone wiring will need to be replaced. Please call the support at 1-518-943-6600 and choose menu option 4, then option 2, “High Speed Internet and Cable Phone service”.

Static/Echo During Calls

If the static/echo is on only one phone.

Try another phone in the same location. If this resolves the problem, then your telephone is not working properly. Contact the phone manufacturer or replace the phone.

If switching phones does NOT resolve the problem, then the static/echo is most likely due to faulty inside wiring. In this case, please call support at 1-800-342- 5400 and choose menu option 4, then option 2, “High Speed Internet and Cable Phone service”.

If the static/echo is on all of your phones.

Unplug all equipment except for one phone. If this resolves the problem, then a faulty piece of equipment at your home is causing the problem. Try plugging in equipment one piece at a time until the problem starts again. The equipment that causes the problem to start again is the culprit.

If unplugging all but one piece of equipment does not resolve the problem, please call support at 1-518-943-6600 and choose menu option 4, then option 2, “High Speed Internet and Cable Phone service”. Resolving this problem requires the assistance of a Mid-Hudson Technician.

Can't Make Calls or Calls Disconnect

Here are some things to try when you are having trouble making calls:

What to Do If Your Calls Disconnect

• Double-check the number you are calling. Are you sure you are dialing the correct number?
• If the call is a local call, try dialing the phone number plus the area code. If this does not work, try dialing just the phone number.
• If the call is a long-distance call, be sure that you are dialing a "1," then the area code and the phone number.
• If you are trying to use a 10x10 dial around, you must dial 10-10 (the carrier Identification Code), 1, the area code and then the number.
• If these steps do not resolve your problem, please call support at 1-518-943-6600 and choose menu option 4, then option 2, “High Speed Internet and Cable Phone service”.

Can't Receive Calls

Restoring Ability to Receive Calls

• Some common causes for trouble receiving inbound calls:
• The ringers on your phone(s) must be turned on.
• Your phone must be plugged into an active jack.
• People calling you must be dialing your correct phone number.

If you get a busy signal when calling your number, please check the following:

• All of your phones must be hung up.
• If there is a computer plugged into a phone jack, it should not be connected to the Internet using a dial-up connection.
• If there is a fax machine plugged into a phone jack, make sure that the fax is functioning properly.
• If the line is still busy after disconnecting computers and fax machines, disconnect all other equipment from the phone line (for example, answering machines or satellite boxes).

If you are having trouble receiving calls from customers of other local service providers

In some areas, Mid-Hudson customers have been temporarily unable to receive calls that originate from our competitors' networks. Federal regulation requires that competing local service providers share network resources so that customers have a choice of service providers. In some cases though, our competitors have been slow to comply with these requirements.

What Is Mid-Hudson Doing About This?

We have escalated these problems with our competitors, and they have assured us that they are working diligently to restore the functionality of their service. In most areas, the problems have been fully resolved.

What Exactly Is the Problem?

The most common cause for this problem is that our competitors sometimes fail to update their network routing tables to include certain Mid-Hudson exchanges. When a competitor's customer tries to call one of these Mid-Hudson Cable Phone customers, the competitor's switch will not route the call correctly because of faulty programming. The equipment that needs updating is the exclusive property of our competitors, and Mid-Hudson is working diligently to help them update their systems.