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Troubleshoot your digital phone service

If you are having trouble with your digital phone, try the Troubleshoot & Resolve tool or review some handy tips to get your phone working correctly.


Troubleshoot phone service issues

Visit Troubleshoot & Resolve to help troubleshoot your digital voice service. Have your Member ID and password handy for more personalized support.Fix it now



Troubleshoot digital phone issues

There are several tips you can try on your own to troubleshoot your digital phone service.

Activate your service
If you have recently had digital phone service installed but can't make or receive calls, complete the activate step outlined in your Voice Activation Guide (PDF, 853KB). This step is required and key to activating your service.

Reset your Wi-Fi gateway
Sometimes, resetting your home Wi-Fi gateway will help clear up issues. Please note this will interrupt all AT&T services including TV.
  1. Check that all cords are securely connected to your gateway.
  2. Reboot your Wi-Fi gateway by unplugging the power cord for two minutes.
  3. Plug the power cord back in and wait two minutes for the gateway to fully power up.

Reset your Power Supply Unit
If your service is supported with a Power Supply Unit (PSU with battery backup often located in the garage or closet near an outside wall), then you may need to:
  1. Press the red Reset button on the side of the PSU to reset the service. Make sure you don't press the Reset button for more than nine seconds. If you do this, you might reset the outside unit to the factory default settings, which means you will lose your personal settings.
  2. Wait two minutes for the indicator lights to blink on the Wi-Fi gateway, and then check to see if your voice service is working.

Troubleshoot & Resolve from your TV

If you have U-verse TV service, you can use the Troubleshoot & Resolve tool on your TV. With your remote control:
  1. Press Menu > Help > Troubleshoot & Resolve > Phone.
  2. Choose your issue and press OK.
  3. Follow the prompts.
Last updated: March 3, 2021

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