Telephony
1. My fixed line is not working at all
Step 1. Make sure that the modem is switched on – make sure that is is connected to the power adapter and that the adapter is connected to a working wall socket. If the modem was switched off, switch it on and wait for 5 minutes until your modem synchronizes with the network. Test your telephone line again after a few minutes. If you are still encountering problems or cannot get your modem to switch on, kindly click here.
Step 2. Check that the CABLE or DS lights (which are marked on the front of the modem) are switched on and that they are lit static green and not blinking. If they are not static green then unscrew the white thick wire at the back of the modem and unplug the black power supply. Wait for 2 minutes, then screw the white thick wire back on and plug in the power supply. Wait for 5 minutes until the modem synchronizes to our network and check if the line is working. If the problem persists then click here to contact us.
Step 3. Make sure that the light marked TEL 1 is on and green. If it is not switched on, then click here and we will get back to you accordingly. If it is switched on, pick up the telephone receiver and check if the TEL 1 green light starts to blink. If it is blinking then your service should be back to normal. If it is not blinking make sure that your telephone set cable is inserted in the TEL 1 port at the back of the modem. Make sure it is not inserted in the Tel 2 port.
Step 4. If the problem persists after STEP 3 and you are using a Cordless Phone, then switch off the cordless phone from its power supply and switch it on again. If the cordless phone does not make a BLEEP sound when switched on then the batteries might need replacing.
Step 5. If the problem persists after performing the above click here and we will get back to you as soon as possible.
2. I can’t make any outgoing calls but I can receive calls
Step 1: If you have pre-paid telephone service also known as Hello Flex, kindly call on 27271234 and confirm that you have enough credit to make outgoing calls. If you have enough credit or cannot get through to 27271234 kindly click here.
Step2: If you have post-paid telephony (you receive a bill at the end of the month) kindly make sure that you eliminate any splitters connected to our modem and connect the telephone set directly in port TEL 1 at the back of our modem. Only one set should be connected to the modem. Pick up the phone and check if the TEL 1 green light in the front of the modem is blinking. If it is, try making a call again.
Step 3: If you are still encountering the same problem replace the telephone set and click here.
3. I can’t receive calls but I can make outgoing calls
Step 1: Try calling to your fixed line from another telephone line or mobile. Listen carefully to the message that you hear. If you’re getting an engaged tone or is the message states that the other person is unavailable, switch off your modem from the electrical supply, wait for 2 minutes and then switch on the modem again. Wait for another 5 minutes until the modem synchronizes with the network and try to call your landline again from another telephone line or mobile.
Step 2: If the problem persists, disconnect your telephone set from TEL 1 which is at the back of the modem. Reconnect the cable to TEL 1 and try calling your landline again. If you hear a normal ringtone of a normal call then kindly check that the sound on your telephone set is on. If the problem persists try replacing the telephone set with another one..
Step 3: If the problem persists after step 1 and step 2 kindly click here.
Step 4: If after performing the first test call you do not hear an engaged tone or an unavailable message then click here in order to check if you have any call diverts set on the system..
Step 5: If you still are experiencing the same problem then click here.
4. I can’t make any international calls but I can receive and make local calls
Step 1: Make sure that you are dialling the correct international telephone number including the country code. (eg. +0044 followed by the number). Also remember that you need to have the correct area code and to drop the 0 after the country code. If you need more details about correct numbers kindly click here for all country codes.
Step 2: Make sure that your Melita telephone service is not barred for international calls.
Step 3: If you can hear a message from the network operator of the country that you are calling, the problem with reaching your recipient lies with the international operator. If you don’t hear a message and still don’t get through please click here.