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I installed a kx-tgl432 phone and I can't get a dail tone,

Customer Question

I installed a kx-tgl432 phone and I can't get a dail tone
JA: How old is the phone?
Customer: new
JA: How long has this been going on? What troubleshooting have you tried?
Customer: just bought it. followed all the instructions
JA: Anything else you want the electronics expert to know before I connect you?
Customer: it keeps saying to check the line
Submitted: 4 months ago.
Category: Consumer Electronics
Expert:  Nathan replied 4 months ago.

Hi, I'm Nathan.
Sorry to hear that you're having trouble, but I'll do my best to help you. Please give me a few moments to review your details here.

Expert:  Nathan replied 4 months ago.

Can you tell me a bit more about the problem please:

1) If you have multiple handsets (within the same system), does this happen with all of them?
2) Are there other phones or even a fax, outside of this system but on the same line? If so are they working properly?
3) Is this a landline from the local phone/cable company, or a VOIP service (vonage/magicjack/etc)?
4) Do you have dsl service on the same line?

Customer: replied 4 months ago.
1. yes
2.no other phones or faxes
3.landline through cable company
4. yes
Expert:  Nathan replied 4 months ago.

So this is a brand new phone system? Is it replacing something else

If it is new, it is unlikely (but possible) to be a panasonic issue, it is far more likely a line fault, and to isolate that we really need to test another phone on the line. Do you have access to an old phone somewhere you can plug in to check?

Customer: replied 4 months ago.
brand new phone
no longer have old phone
Expert:  Nathan replied 4 months ago.

That significantly limits our diagnostic options.

Is it plugged into a wall jack, or into your modem?

If you call your home number from an outside line, does it go directly to voicemail or a busy signal?

Customer: replied 4 months ago.
wall jack
Expert:  Nathan replied 4 months ago.

Okay if it is cable based, it is still ultimately routed through your modem in most cases, go unplug power to your modem for 60 seconds and test again.

Please test an outside line as well.

Customer: replied 4 months ago.
still no dial tone
Expert:  Nathan replied 4 months ago.

If you call your home number from an outside line, does it go directly to voicemail or a busy signal?

Customer: replied 4 months ago.
phone rings but says message hasn't been set up but I did.
Expert:  Nathan replied 4 months ago.

How many times does it ring before you hear that?

Customer: replied 4 months ago.
five rings
Expert:  Nathan replied 4 months ago.

Okay and this is happening with the panasonic unit plugged in, correct?
If you unplug it, and call again to the home number, is it any different?

Customer: replied 4 months ago.
correct
same thing
Expert:  Nathan replied 4 months ago.

Did you have similar issues with the old phone before buying this one? Or was it replaced for another reason?

Customer: replied 4 months ago.
replaced for other reasons but no other issues
Expert:  Nathan replied 4 months ago.

It is an unlikely coincidence, but this is more likely a line fault.
We can't do anything further here without testing another phone.

The next step then is to call the phone company and have them come out to test the line and equipment on their end.

If they do so though, and find no problems (meaning the panasonic is at fault) they will charge you, usually a $75 or 100 service call fee.

So, if at all possible, the best thing you could do now is either get/buy/borrow just a basic corded phone to test yourself with so we can properly diagnose this ourselves, or even return the pansonic system in exchange for another one and test if it has the same issues.

Expert:  Nathan replied 4 months ago.

Hello, it appears your question is still open.

Do you need more help with this?

Please note: You have already paid your fee to the site; I'd like to help you and provide value for that fee, but I do need to communicate with you here to do so.

Nathan

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