Phone

Find answers to many of your Phone service questions right here.

General Phone Usage

Make sure that all phones are on the hook and that cordless phone batteries are charged.

Check the lights on your phone modem (the device connecting your cable to your phones) for the following:

- Power light should be solid. If not, verify that the device is plugged directly into a working power outlet. If the power cord is removed or power is out, the only lights active will be power and Tel1/Tel2.

- Online light should be solid. If not, verify that standby mode (Motorola 5220 only) is off. If the standby light is on, press the standby button on top of the device. (The standby feature turns off Internet only – Phone Service stays active.)

- Battery light should be solid. If the battery light is off, make sure the battery is securely connected to the modem A flashing battery light indicates the battery is charging or the battery is depleted and needs to be changed. Please contact us if the battery light blinks for more than 24 hours. Note that as long as your modem is plugged in and receiving power, the status of your battery light should not affect your Phone service.

Try to plug a working corded phone into different jacks to find out if the issue is isolated to one phone or jack.

Plug the phone directly into the phone modem to determine if the issue may be related to wiring inside your home.

If after trying all of the above, you are still not receiving a dial tone, please contact your local Atlantic Broadband office.

Check all phones to be sure that the ringers have are on. You should also make sure that you do not have the Call Forwarding or Do Not Disturb features activated. Determine whether all phones are affected, or if you can receive calls on some phones. If all phones are affected, please contact your local Atlantic Broadband office.

Try making calls on all phones to see if only specific phones are affected. If using a cordless phone, test with a non-cordless phone if possible. If only certain phones are affected, check connections or replace the phone itself. Verify the type of call the other party is making. If they are using a cell phone, your conversation could be affected by reception difficulties. 

If the call is a local or long distance call from a standard phone line, and you are still experiencing problems, please contact your local Atlantic Broadband office.

A single short ring indicates that you have Call Forwarding activated on your line.

First, try plugging another phone into the jack to verify that the problem is not the phone itself. Check every phone and make sure they are securely plugged in. If you continue to experience problems with the jack, dial 611 for assistance.

Atlantic Broadband Digital Phone uses a broadband connection rather than a traditional analog line to make local and long distance calls placed in the U.S. and Canada.

Yes, you can transfer your current phone number to Atlantic Broadband Digital Phone service. Our trained customer service representatives can do a simple verification prior to installing your digital phone service. You will still be able to make and receive calls exactly the same way you do today.

With Atlantic Broadband Digital Phone, you have unlimited local and long distance calling (in the U.S. and Canada) anytime all for one low price. You can keep your existing home phone number and easily manage your account online. Plus, you have access to popular calling features (such as call waiting, caller ID, call forwarding, voicemail, speed dialing, anonymous call rejection and more) that are included with your phone subscription.

Yes, If you keep your current phone number, you do not need to contact your current service provider. Atlantic Broadband will contact your current provider after your Digital Phone installation has been completed. If you receive a new phone number from Atlantic Broadband, then you will need to notify your existing service provider to disconnect your current phone service.

VoIP services use an Internet connection to transmit your call. This may cause call quality issues such as echo, crackling and voice hesitations. With Atlantic Broadband Digital Phone service, you will have reliable service with superior call quality.

Atlantic Broadband Digital Phone will work with most monitored and unmonitored alarm systems. Our installation technicians will install your Digital Phone service and work with you and your alarm company to test your security system before and after the installation.

Absolutely! With Atlantic Broadband Digital Phone service each product functions separately and your newly installed Digital Phone modem will allow you to talk and surf simultaneously.

Please call your local Atlantic Broadband office and speak with a customer service representative in the event that you have a question on your Digital Phone bill.

No. Atlantic Broadband Digital Phone provides you with unlimited local and long distance calling anytime day or night. Additional per minute charges apply to any call placed outside of the US.

Safety and security is top priority and with Digital Phone service, you are provided enhanced 911 service which sends your telephone number and address information to a local 911 dispatcher if 911 is dialed from your home. If there is a power outage, Atlantic Broadband Digital phone service and E911 access will still be available due to a battery back up in the modem which is installed in your home. Please keep in mind that cordless phones which plug into an electrical outlet will not function during a power outage. Be sure to have at least one corded phone in your home in case of a power outage.

If there is a network outage or a downed cable line in your area, Digital Phone service and E911 service may be interrupted until the necessary repairs can be made. This is the same with your current telephone provider today if your telephone drop was to be compromised in any way or there was a system related problem in your provider’s network.

Yes you can use your existing answering machine if you choose to. However, you will need to tell the technician that is installing your services that you do not want to use the Atlantic Broadband voicemail account so the automatic functionality can be disabled.

Yes, Atlantic Broadband offers collect calling in all of its locations.

Yes! Atlantic Broadband residential and business customers now have the ability to print their call detail records. When you log into the phone manager portal and click on the “calls” tab for your number(s), you will see text “export to.” and the choice of using either txt or pdf formats to download. You can print your call records monthly or at your leisure.

Phone Modem Battery

In the event of a power outage, a battery provides up to eight hours of standby service or up to four hours of talk time using a corded phone connected directly to the phone modem’s working jack. You will not be able to use the phone without the battery.

Atlantic Broadband offers an easy way for you to purchase a battery by visiting: shop.surfboard.com/atlanticbroadband-store.

Visit: shop.surfboard.com/atlanticbroadband-store to order a new replacement phone modem battery or call us at 1-888-536-9600 if further assistance is needed.

The phone modem has a battery indicator light on the front of the device, which displays the status of the battery.

The following table provides the status of your telephone modem battery.

Phone Modem Battery Types

The model number is typically located on the front of your device or on the bottom/side sticker. These model #s are 4-8 digits and usually start with an letter (e.g TM604G)

Please follow your local waste removal regulations since they vary by location.

Batteries should be kept in a dry and cool location.

Warranty for the batteries is 1 year from the date of install.