Repair & Troubleshooting

To determine if a single telephone 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.
No dial tone on all phones:
• This situation could be the result of
disconnected service, 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” on page 21.
Trouble making and/or receiving calls:
• If you are pressing the touch tone
buttons, but hear a rotary tone,
check to see if the phone is switched
to touch tone (tt) or pulse tone (pt).
Also, check that the ringer on the
phone set is turned on.
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 batteries can
cause static on the line.

Before You Call
Try to locate the problem before calling
Horizon Repair by using these tips.
Residents of a multi-unit building must
first check with their landlord or condo
association for repair and maintenance
of telephone service.
If you do not have a NID (Network
Interface Device) Horizon is
responsible to conduct diagnostic
testing on the inside wiring and install
a NID at no cost.

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
may apply.

If you are not comfortable with this
procedure, please call Horizon 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, these instructions and
possibly a flashlight if the lighting of the
NID area is inadequate.
NOTE: Our lines are grounded, but
DO NOT attempt this test during storms
or while standing in water.
Please refer to photos at right:
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 known-working corded
telephone into the test jack, push until
you hear the jack snap.
STEP 4: Pick up your receiver, listen
for a dial tone 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 dial tone is present, you will need
to contact Horizon Tech Support at
740-772-8611 to submit a repair request.
STEP 5: When testing is complete, be
sure to unplug your phone from the test
jack and reinsert the modular plug into
the test jack. Push until you hear the
jack snap.
Should you have a problem with the
inside wiring or jacks, Horizon will
make a service call to verify the trouble.
The service call is billable according
to Repair Charges on page 20. You
may choose to fix the problem or hire
someone, such as an electrician, to
make repairs.