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Troubleshooting
 
The checklist is provided for our customers to perform some basic troubleshooting. If the issue you are experiencing is not listed, or the problem persists after completing these steps, please call our 24/7 customer service line 1-877-482-5503 for assistance.
 
Making/Receiving Calls
 
No dial tone
1. Please make sure your internet network is functioning properly.
2. Please make sure your iTalkBB Home Phone Adaptor is installed properly.
In normal cases, the indicator lights of power, internet and Phone 1 should be all solid green. If you are on a call, the indicator light of Phone 1 should be blinking. It's also normal if the internet indicator light blinks sometimes.
If your iTalkBB Home Phone Adaptor isn't properly installed, please click here for installation troubleshooting support.
 
 
 
Cannot receive incoming calls
1. Please check if it is still within 24 hours after your home phone account has been activated or after your number has been successfully transferred. Normally, iTalkBB Home Phone is ready to use once the account is activated or after a successful number transfer. But in some cases, the phone is ready to use in 24 hours.
2. Please make sure your phone cord is plugged in the port of "Phone 1" but not "Phone 2".
3. If you have set up some advanced calling features improperly, it could prevent you from receiving calls. Lift the handset of your iTalkBB Home Phone and listen to the dial tone. If you hear 3 short beeps and 1 long beep, or else other than a regular dial tone, please deactivate the calling features as below:
Deactivate Call Forward – Lift the handset and dial *73
Deactivate Call Block – Lift the handset and dial *79
Deactivate Voicemail – Lift the handset and dial *993
 
 
 
 
Cannot make outgoing calls
1. Please make sure you correctly dial the number you wish to call. For example, if you are trying to call to a international long distance destination, you should dial 011+Country Code+Phone Number. click here for detailed dialing instructions.
2. Please ensure your telephone device functions properly. If possible, you may restart your telephone or try with a different one.
Call quality problem
1. Please make sure if your internet service and network devices function properly. Normally, if you can hear people on the other end of the phone well but have problems being heard, it may result from a poor internet connection. Please check if you are running any download software or else that occupies your internet bandwidth, causing such a disruption in your service.
2. If your phone line has static and garbled audio issues, it may result from a poor connection of your telephone device or phone wires that are torn or have loose connectors. Please replace them and try again.
3. If you are using home wiring without disconnecting the landline in the Demarc box, it could also cause static audio and garbled audio issues. Please disconnect the landline in the Demarc box.
4. For cordless phones, change the frequencies and see if it helps.
5. If you have made it through this checklist, please restart your iTalkBB Home Phone Adaptor and see if the problem has been fixed.
 
Installation
 
Indicator lights are all off
Once you have installed the iTalkBB Home Phone Adaptor properly, the indicator lights of power, internet and Phone 1 should be all solid green. If you are on a call, the indicator light of Phone 1 should be blinking. It's also normal if the internet indicator light blinks sometimes.
If the indicator lights are all off, it means the iTalkBB Phone Box is not working. Please check your power adaptor and try to plug the adaptor to another jack.
If the power adaptor is plugged properly into the AC socket and into the iTalkBB Home Phone Adaptor but the problem persists, the Home Phone Adaptor could be faulty. Please call our 24/7 Customer Service Line 1-877-482-5503 for assistance.
 
Only power indicator light is on
Once you have installed the iTalkBB Home Phone Adaptor properly, the indicator lights of power, internet and Phone 1 should be all solid green. If you are on a call, the indicator light of Phone 1 should be blinking. It's also normal if the internet indicator light blinks sometimes.
If only power indicator light is on, there could be a connection problem.
1. Please check if the Ethernet cable is connected improperly to the yellow "Ethernet" port. It should be connected to the blue "Internet" port.
2. Check if your Modem/Router/Hub is functioning properly. Switch port and try again.
3. Try using another Ethernet cable and try again.
 
Power and Internet indicator lights are on, Phone 1 indicator light blinks
If the power and internet indicator lights are on and the phone 1 indicator light blinks, it's possible that a handset of one of the phones is not hung up or an extension telephone is faulty.
1. Please check if your phones are all back on-hook.
2. Unplug phone cord from the telephone and see if the Phone 1 indicator light is solid green. If yes, phone cord or the telephone device is the cause of the problem. If the Phone 1 indicator light blinks, the iTalkBB Home Phone Adaptor may be faulty.
 
All lights are solid green but the phone still doesn't work
Please check if your telephone device is functioning properly. Try with a different telephone or phone cord. If the Phone 1 indicator light is still solid green and not blinking, the iTalkBB Home Phone Adaptor may be faulty.
 
Calling Features
 
No Caller ID
1. If your phone fails to display caller IDs of some calls but not others, it could be because some people who called you have set up Caller ID Block for their numbers.
2. If there is no Caller ID for all incoming calls, please make sure if the battery and the screen of your telephone functions properly. Try again with a different phone.
3. Please make sure you have activated the Caller ID feature. Lift the handset and dial *65 to activate Caller ID and *85 to deactivate it.
 
Three-way calling failure
1. Please make sure you set up a Three-way call correctly. Dial your first party as you normally would. Once connected, press Answer or Flash key putting the first party on hold. After you hear 3 beeps, dial the second party. After the second party is connected, press Answer or Flash key again, then you're all connected.
2. Currently the Three-way Calling feature is only available for calls to Mainland China, US, Canada, UK, Singapore and Australia.
3. After trying the above, please restart your iTalkBB Home Phone Adaptor and try again.
Cannot use fax
1. Please make sure you dial correctly. When sending a fax, dail #1+fax number. If you're still unable to send it, try the following: Dial 333+1+fax number, *99+1+fax number
2. If you are cable internet, connect the iTalkBB Home Phone Adaptor directly to the Modem or Router and try again.
3. Try lowering the baud rate on the fax machine to 9600bps or under.
4. Please disable the ECM (Error Correction Mode) feature on the fax machine if applicable.