Voip Issues; Home Pna Issues - 2Wire HomePortal 3801HGV User Manual

HomePortal 3801HGV Gateway User Guide
Issue
No WIRELESS light
Internet is not accessible but
user interface of the gateway
is accessible
No HOME PNA light

VoIP Issues

The following table provides information to troubleshoot VoIP issues:
Issue
No VOICE 1 and VOICE 2
lights
No VoIP service
No dial tone

Home PNA Issues

The following table provides information to troubleshoot Home PNA issues:
Issue
No HOME PNA service
VoIP Issues
Possible Cause(s)
LAN clients are not connected
to the gateway through the
wireless interface
Wireless Interface is disabled
Inadequate connectivity
Incorrect broadband settings
Incorrect LAN computer
settings
Inadequate connectivity
Home PNA networking is
disabled
Possible Cause(s)
Inadequate connectivity
VoIP services are not
subscribed
Service is down
Possible Cause(s)
HOME PNA service is not
activated
Troubleshooting 3801HGV Gateway
What to Do
Ensure that at least one LAN client is connected to the
wireless connection of the gateway.
Select the Enable Wireless Interface check box from
Settings > LAN > Wireless.
Check the physical connectivity of the RJ11 cable to the
phone line port of the gateway device. Try using a
different cable.
• Check the connectivity status of Internet and DSL Link
on the user interface by navigating to Settings >
Broadband > Status
• Restart the gateway to refresh the broadband
connection
Ensure that the correct settings are configured on the
LAN computer.
Check the COAX cable connection on the CABLE port
of the gateway and the COAX adapter and make sure
that it is securely seated in both ports.
Select the HomePNA Networking check box from
Settings > LAN > Wired Interfaces.
What to Do
Check the RJ-14 cable connection from the gateway to
the phone port(s) and make sure that it is securely
seated in both ports.
• Check your line status. Navigate to Services > Voice >
Status
• Call for VoIP service
Check your line status. Navigate to Services > Voice >
Status.
Verify if the phone is in the Active mode:
• If yes, click Ring Now to test the ring tone
• If the phone does not ring, check that the RJ-11 is
securely connected to the phone port
• If the issue persists, call the service provider
What to Do
Check with your ISP for activating IPTV services.
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