Repair and Troubleshooting

Try to locate the problem before calling our Repair Service Center by performing these few simple steps. If you call our service center, please inform the customer service representative if you are reporting your own line or for someone else.

To determine if a phone is broken:
If it is a cordless telephone, check to be sure the battery is charged. If it is a corded telephone, disconnect the broken phone and plug it into a jack that is connected to a working phone. If the problem persists, then your phone is most likely the cause. If your customer owned telephone equipment is the problem, contact the manufacturer or the store where you purchased the phone for repair information. If you suspect it is an outside line problem, see instructions for "Checking Service at the NID" below.

No dial tone on all phones:
This situation could be the result of disconnected service (unpaid bills), an outside line problem or an alarm system failure. Sometimes alarm systems are spliced directly into a phone line. A short in your alarm may have caused your telephones to go dead. If you suspect it is an outside line problem, see instructions for "Checking Service at the NID" below.

Noise problems:
Static, noise or hearing others on the line can be generated by cordless sets, answering machines and modems. Try plugging a corded telephone into the jack with the noise to see if the problem is resolved. Sometimes weak betteries can cause static on the line. If you suspect it is an outside line problem, see instructions for "Checking Service at the NID" below.

You cannot make outgoing or receive incoming calls:
If you are pressing the touch tone buttons but hear a rotary tone, check to see if the phone is turned to touch tone (tt) or pulse tone (pt). This switch is usually located on the side or bottom of the telephone set. Also, make sure that the ringer on the phone set is turned on. If you suspect it is an outside line problem, see instructions for "Checking Service at the NID" below.

•Should you have a problem with the premise wiring or jacks, you can fix it yourself, pay Chillicothe Telephone to fix the problem or hire someone such as an electrician to make repairs.

Repair Charge $59.95
It is Horizon's responsibility to verify that our services are functioning properly to our equipment located at the customer premise. To assist in isolating or troubleshooting beyond Horizon's equipment, additional fees will apply. These additional fees will be waived if customer participates in our Inside Wire Insurance plan or if the problem is determined to be in Horizon's network.

Checking Service at the NID

If you are not comfortable with this procedure, please call the telephone company for assistance. In most cases, the NID is located on the outside of your home. Residents of a multi-unit building must first check with their landlord or condo association for repair and maintenance of telephone service.

You will need a screwdriver to open the NID cover, a working corded telephone to test your call, a copy of these instructions and possibly a flashlight if the lighting of the NID area is inadequate. PLEASE REFER TO THE CHILLICOTHE TELEPHONE DIRECTORY FOR PHOTOS OF THESE NID STEPS.

NOTE: Our lines are grounded, but DO NOT attempt this test during storms or while standing in water.

STEP 1: Open the NID cover by first unscrewing the customer access panel and then pressing the snap to open the access panel lid.

STEP 2: Remove the modular plug from the test jack.

STEP 3: Plug a working corded telephone into the test jack, push until you hear the jack snap.

STEP 4: Pick up your receiver, listen for a dialtone and attempt to place a call. If you are able to make a call at the test jack, then the trouble is either with your inside wiring or equipment. If no dialtone is present, you will need to contact Chillicothe Telephone at 611 to submit a repair request. Repair charges will apply if you are not enrolled in our Inside Wire Insurance plan.

STEP 5: When testing is complete, be sure to unplug your phone from the test jack and reinsert the modular phone plug into the test jack. Push until you hear the jack snap.

Should you have a problem with the inside wiring or jacks, Chillicothe Telephone will make a service call to verify the trouble; however, the service call is billable according to repair charges below. Or, you may choose to fix it yourself or hire someone such as an electrician to make repairs.