This guide is meant to provide instruction should you find that none of the phones in your home can access a dial tone. If when you lift the earpiece or activate your cordless handset, you are without a proper dial tone and cannot make or receive calls, please follow these steps to effectively troubleshoot the problem.

Solutions to resolve dial tone problems:

Did You Know

Not having a dial tone on your phone could mean that your Digital Phone Terminal (DPT) is not connected to a power source. If there are no lights on the front of your DPT, confirm that the power cable is connected on both ends, to the rear of the DPT and to a functioning power source.

Learn more: Powercycle to Fix Internet, TV or Phone Issues


Is your Digital Phone Terminal connected to power?
Digital Phone TerminalsYour Shaw Digital Phone Terminal (DPT) requires a functional power connection to remain in operation. The DPT does have a backup battery should the power source fail, but the battery will eventually drain and the DPT will power off completely. The first light on your DPT, if lit, will indicate it is powered on. If you cannot see any lights on the front of your DPT, please confirm that its power cable is connected to the rear of the DPT and that the opposite end of the power cable is connected to a functioning power source. If the power cable is connected to a power bar, please confirm that the power bar has not been accidentally shut off.

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Is your Digital Phone Terminal online?

All Shaw Home Phone Services are provided through a connection to a Shaw DPT. If your DPT is offline, the service will not be active and you will not be able to make or receive phone calls.

The lights on the front of the DPT will communicate the status of its connection with the service. Please look at the front of your DPT and confirm that the power light is lit and that the DS, US, and Online lights are solid. This will indicate that your DPT is online and functioning correctly. If these lights are flashing (off and on) please reset the DPT using the pin-hole RESET button located on the back of the DPT. (Please refer to the How to perform a pin-hole reset on a Shaw Digital Phone Terminal guide).

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Double-check the connections
If your DPT appears to be online but you cannot access a dial tone and neither TEL1/2 nor TEL2 are lit, it's possible that the phone cable is not correctly connected into the back of the DPT. Please take a moment to review the Wiring Guide for Shaw Digital Phone Terminal and confirm that all of the connections into the back of your DPT match those in the guide.

Related: Getting to Know Your Digital Phone Terminal

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Directly connecting a phone to your Digital Phone Terminal
If the Power, DS, US, and Online lights are solid but you are still unable to access a dial tone on any of your phones, there may be an issue with the internal phone wiring on site. You can bypass the internal wiring by connecting a phone directly to your DPT into the TEL1/2 port which will allow you to test the phone service at its source. For instructions on how to connect one of your phones directly to the DPT, please see How to Connect a Phone Directly to your DPT.
Did You Know

You can find additional troubleshooting tips and tricks with our home phone frequently asked questions.

Learn more: Shaw HomePhone FAQs

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