Before you start troubleshooting:
- It’s important to make sure your telephone is not off the hook. If you have multiple phones, verify that they’re all connected properly (the cords firmly plugged in) and they are hung up.
- If you’re using a cordless phone, make sure the battery is charged and both the power and phone cords are plugged into the base.
If there’s no dial tone on any phone, follow these instructions:
- Unplug all equipment from every phone jack (including fax machines, modems, splitters, etc.).
- Plug in your most basic phone. If a corded phone is available, this is preferred.
- If the dial tone doesn’t return, test with this phone at several other jacks.
- If after testing at several jacks with the same phone there is still no dial tone, repeat this test with a different test phone. This is just in case there’s an issue with the phone you originally tested with.
- If at any point the dial tone returns, begin plugging your equipment back in, one piece at a time. Continue to check for dial tone after each addition.
- If after any addition you lose your dial tone again, remove the equipment from the jack. There may be an issue with the jack, the phone, or the phone cord.
- If the dial tone does not return, please contact Wightman Technical Support at 1-877-327-4440 for additional assistance.
If your phone line is making noises that are making it difficult to use your phone, try these troubleshooting steps to solve the issue or at least diagnose it.
First answer these questions:
- When did you first notice the noise?
- Are any other services like Internet or television having trouble?
- Is it only happening on one phone, some phones, or all phones on your line?
- Is there a difference in the noise between corded and cordless phones?
Once these questions have been answered, you can try the following:
- If the trouble is on cordless phones:
- Try changing the wireless channel if your phones have that option.
- See if the noise changes depending on where you use it, and ensure the handset is fully charged.
- If you only have cordless phones, try to find a corded phone. Plug it in and check if the noise is reduced or eliminated.
- Try unplugging all the phones and equipment using the phone line (like fax machines, modems, and voice mail machines) from the phone line.
- Plug in each phone or device one at a time, and try to determine if a specific phone or device is introducing the noise.
- If one device is causing the problem, try plugging it into a different phone jack, and see if there’s still noise when using that.
- Do you use any DSL filters or splitters on your phone line? Try plugging the phone directly into the phone jack and checking for noise.
- Verify the condition of your phone cords. Frayed or exposed wiring can cause problems, as can excessively long cords. Try to make the path between the phone and the jack as short as possible.
If you have followed these steps and not been able to fix the issue, or require assistance, please call 1.877.327.4440.
Please be patient – We will ask similar questions as above to verify what has been done, and may ask you to repeat steps so that we can run tests on the line with and without equipment attached.
Temporary Line Burial also known as a BSW.
When is line burial season?
- Line burial season starts May 1st and ends Nov 30th depending on ground conditions.
How is the line buried?
- The burial is completed outside of the house.
- A preview is completed prior to the installation.
- The BSW is installed from the closest pedestal to the protector at the house.
- The line will be buried at depth ranges from 12” to 16”.
- Our BSW Installation Crew will ensure your landscaping is kept to its original condition.
How long will it take for my line to be buried?
- All work orders are prioritized based on submission date starting May 1st.
- Depending on the requirements of the work, completion time may exceed 12 weeks.
- If 12 weeks have passed and the line has not been buried yet, rest assure that your order is still in line to be completed.
What is required for the burial?
- We will not need access to your home as the burial is completed outside of the house.
- The BSW Installation Crew may require access to your neighbor’s property, if so, they will request access once on site.
- Municipal permits are not required for BSW installs on private property, but occasionally Municipal Permits are required if work is being done on or crossing Public Property.
- Wightman Contracting does not locate and mark other utilities other than our own.
- Wightman Contracting will obtain all necessary locates to complete the work safely.
- The burial contractors must therefore submit a request to Ontario1Call, which assigns a locating team, to mark the indicators for other utilities. This procedure can take 2 to 4 weeks and is valid for 30 days
- Spray paint & Flag Colours: gas (yellow), communication lines (orange), hydro (red) and water (blue).
What should I do if there is a problem with my temporary line?
- If the temporary cable line is posing a safety issue, has not been removed, or if the cable line has snapped or become broken, please contact our Technical Support team at 1-877-327-4440.
Your phone may not be ringing when people call your phone number, even if the calling party can hear ringing on their side. When this is happening, try the following steps:
- Make sure the ringer is on and turned up. Check your phone set for volume buttons, and make sure it’s turned up.
- Pick up a phone and see if you have dial tone. If there is dial tone, proceed to the next step; otherwise, make sure the phone is plugged in to the jack on the back of the modem. If there is no dial tone, please call Wightman Support 1-877-327-4440.
- Unplug the phone from the modem.
- After 60 seconds, plug a phone back in, preferably a basic corded phone. Make sure the phone cord is plugged in tightly; it should click when properly plugged in.
- With the phone plugged in, try calling your land line using a cell phone or having a friend call your land line; see if the phone rings.
- If the phone doesn’t ring, try another phone in the jack, if available.
- Try rebooting the modem; to do this, press the On/Off button on the left hand side of the modem.
- If no phones ring despite the previous steps, please contact Wightman Troubleshooting as 1-877-327-4440.
If your Netflix or YouTube content consistently takes a long time to load (or pausing to buffer), you may need to adjust your playback settings.
To find out how to adjust your Netflix playback settings, click here. (opens Netflix.com)
To find out how to adjust your YouTube playback settings, click here. (opens YouTube.com)
Try power cycling your modem and/or router:
1) Unplug the power to the modem and/or router.
2) Unplug the phone line from both the wall jack and the modem/router, then plug them back in.
3) Plug the power back in to the modem/router only.
4) Wait for the DSL light to go solid.
5) If there is a separate router, you can now plug the power back into it.
6) Ensure the internet is working by going to a few websites, preferably sites you have not been to before.
If the internet is still not working, please call Wightman Technical Support at 1.877.327.4440.
Try power cycling the router:
1) Unplug the power of your router for about 10 seconds then plug it back in.
2) Wait until the GbETH or WAN light is solid.
3) Ensure the internet is working by going to a few websites, preferably sites you have not been to before.
If the internet is still not working, please call Wightman Technical Support at 1.877.327.4440.
Learn more about how you can boost your wifi signal here.
If you cannot connect to your wireless network on a single device, but other devices are connected to the same wireless network, checking the following on your device can help with troubleshooting:
If you have a Windows PC, check for the wireless network icon in the system tray which is next to the clock, lower right hand corner of the screen:
If you do not see the wireless network icon, it is possible that the wireless is turned off on your computer. If you need help finding your wireless settings, please consult the help menu for the operating system your computer uses.
Additionally, restarting your computer correctly, using the start menu, can resolve issues with the wireless not connecting.
If you need help with restarting your computer, please contact the manufacturer support desk for your computer.
If you have a cell phone or tablet, locate the wireless icon, which is located at the top right of the home screen. If the wireless icon is not present, the wireless may not be turned on.
Check the settings
on your phone and click on the wifi option
to make sure the wireless is turned on.
If you need help finding the settings on your phone, please consult the help menu for the phone or tablet manufacturer.
Additionally, restarting your cell phone or tablet correctly can resolve issues with the wireless not connecting.
If you need help with restarting your cell phone or tablet, please contact the manufacturer support desk for your device.
Learn more about how you can boost your wifi signal here.
This article outlines the steps to follow if you are having issues with multiple wireless devices trying to connect to the internet using a Wightman supplied router.
1. Check with a directly connected device to make sure the internet is working. If the internet is working through your wired connection, or if you only have Wi-Fi devices, go on to the next step.
- If you do not have a connection to the internet through a wired connection, reboot your router by unplugging it from the power for 10 seconds and plugging it back in.
- Wait for a couple of minutes for the lights on the router to stabilize then try to connect using your wired connection.
- If you are still unable to connect to the internet please contact Wightman Technical Support at 1-877-327-4440
2. Check to see if you can see your Wi-Fi network. If you do see your Wi-Fi network try forgetting the network then reconnecting. You should be prompted to enter in your Wi-Fi password. If this does not work try a reboot of your device by powering it off, waiting 10 seconds then turn it back on and then try connecting to your Wi-Fi network again.
3. If you don’t see your Wi-Fi network, check to make sure there is a light on your Wi-Fi / Wireless / 2.4GHz / 5GHz on the router. If there is not a light on, push the Wi-Fi / Wireless button on the side or front of the router. Check to see if you can see your Wi-Fi network now and if you can try to connect to it.
4. If you still can’t connect to the Wi-Fi network, reboot your router by unplugging it from the power for 10 seconds and plugging it back in.
5. Wait for a couple of minutes for the lights on the router to stabilize and try connecting to your Wi-Fi network again.
6. If your Wi-Fi is still not working call Wightman Technical Support at 1-877-327-4440.
Wightman Support is a mobile app that can help diagnose common internet problems at your home without having to call tech support. The app runs a variety of network tests and diagnostics and provides you with step-by-step instructions on how to fix the issue.
Learn more