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Exede Voice: Troubleshooting

Tips on addressing concerns with your Exede Voice service

Issue Possible Cause Troubleshooting Steps
Echo 1. If your phone receiver is able to detect noise from the earpiece or speaker, it can cause echo. Turn down the volume on your phone and/or turn off the speakerphone
2. Other devices may cause electromagnetic interference. Move the Exede Voice Adapter away from any other electrical devices.
3. Less expensive phones and cordless phones may have issues with buzzing and static. Also, weak batteries in cordless phones can also cause issues. If you are using a cordless phone, try replacing it with a corded phone plugged directly into your Exede Voice Adapter.
4. Old cords and long cords can contribute to echo. We recommend using a cord no longer than 5 feet. Replace the phone cord between your Exede Voice Adapter with the 5-foot cord provided with your Exede Voice Adapter.
5. Your home wiring may not be working well. Also, if you still have an active phone number through your local telephone company, it uses the same wiring as Exede Voice uses. You cannot use your home wiring for both phone service from your local telephone company and your Exede Voice service at the same time. If you plugged your Exede Voice Adapter directly into your home phone wiring (outlet on your wall), disconnect it. Plug a phone directly into your Exede Voice adapter.
No Dial Tone & Dead Air 1. Your Exede Voice service uses your Exede Internet connection to place calls. If your Exede Internet modem is powered off or not functioning, Exede Voice will not work. Verify your Exede Internet modem is powered on. The second LED light from the top should be illuminated and solid.
2. If your Exede Voice Adapter is off, you will not be able to place phone calls. Verify that your Exede Voice Adapter is powered on. The Power LED on the Exede Voice Adapter should be Green.
3. In rare occasions, it is possible that a software update didn’t process completely. Rebooting allows the software update process to run again. Reboot your Exede Voice Adapter by pulling out the power cord from the back of the Adapter, waiting 5
seconds and plugging it back in. A fresh version of software will download, which takes about 1 minute to complete.
4. Loose cables between your Exede Internet modem and Exede Voice Adapter can prevent Exede Voice from establishing a connection. Verify the WAN LED light on the Exede Voice Adapter is Amber/Yellow. If not, make sure the yellow Ethernet cable is securely connected from your Exede Internet modem to the WAN port on your Exede Voice Adapter.
5. There may be an issue with your Exede Voice account. Verify that the VOIP LED light is on and Green in color. If not, call Exede Voice Customer Care at 855-GO-EXEDE
6. Poor cables and connections can impact Exede Voice. Verify the PHONE1 LED light on the Exede Voice Adapter is on. If not, verify that the phone cord between your Exede Voice Adapter and phone is securely connected. Try another phone cord and ensure it is 5 feet or less in length.
7. Exede Voice is a digital phone service. Verify the phone you are using with Exede Voice is set to ‘ring’ (not set to ‘pulse’).
No Dial Tone & Fast Busy
If you get a fast busy before placing a phone call…
1. A previous call was not properly terminated. Hang up the phone and try again.
2. A phone off the hook will result in a fast busy. Check to see if any other phones are off the hook.
3. Potential issues with cordless phones and in-home wiring may result in a fast busy. Connect your phone directly to your Exede Voice Adapter.
4. New voicemail may sometimes result in a fast busy. Check to see if you have voicemail.
Buzzing & Static 1. Less expensive phones and cordless phones may have issues with buzzing and static. Also, weak batteries in cordless phones may cause issues. If you are using a cordless phone, try replacing it with a corded phone plugged directly into the Exede Voice Adapter.
2. Separate Caller ID boxes may introduce interference. If you have a stand-alone caller ID box, disconnect it from your phone and Exede Voice Adapter. Connect your phone/handset directly to the Exede Voice Adapter.
3. Some devices can interfere with Exede Voice. If you have a home alarm/monitoring system connected to Exede Voice, disconnect it and plug your phone directly into the Exede Voice Adapter.
4. Some appliances often use the same wireless frequencies as cordless phones, causing interference. If you have a baby monitor, WiFi hotspot, or microwave running, turn off the power on that device and try again.
5. Your home wiring may not be working well. Also, if you still have an active phone number through your local telephone company, it uses the same wiring as Exede Voice uses. You cannot use your home wiring for both phone service from your local telephone company and your Exede Voice service at the same time. If you plugged your Exede Voice Adapter directly into your home phone wiring (outlet on your wall), disconnect it. Plug a phone directly into your Exede Voice adapter.
I can hear other person, but they can’t hear me 1. Faulty wiring may be an issue, or your Exede Voice service may be connected incorrectly. Verify that all connections between the Exede Internet modem, the Exede Voice Adapter and your phone are correct. Your Exede Internet modem should be directly connected to the WAN port of your Exede Voice Adapter via the Ethernet Cat5 cable. If you have a router or computer between your Exede Internet modem and Exede Voice Adapter, you will have issues with Exede Voice. Your computer or router should be plugged into the LAN port of the Exede Voice Adapter. This diagram shows the proper order of connection.
2. Having the wrong cables plugged into the wrong ports may impact your Exede Voice service. View this diagram to verify all connections between Exede Internet modem, Exede Voice Adapter and your phone are correct.
3. Try another handset / phone. The phone may have gone bad or lost battery power.
Internet Service Not Working
1. If your Internet service stopped working after installing Exede Voice…
Having the wrong cables plugged into the wrong ports may impact Exede Voice. Verify that all connections between the Exede Internet modem, the Exede Voice Adapter and your phone are correct. Your Exede Internet modem should be directly connected to the WAN port of your Exede Voice Adapter via the Ethernet Cat5 cable. If you have a router or computer between your Exede Internet modem and Exede Voice Adapter, you will have issues with Exede Voice. Your computer or router should be plugged into the LAN port of the Exede Voice Adapter. This diagram shows the proper order of connection.
2. In rare occasions, it is possible that a software update didn’t process completely. Rebooting allows the software update process to run again. Reboot your Exede Voice Adapter by pulling out the power cord from the back of the Exede Voice Adapter, waiting 5 seconds and plugging it back in. A fresh version of software will download, which takes about 1 minute to complete.
Can’t Dial a Particular Number 1. The dialing rules in your area may require a special dialing pattern. Check the format you are using to dial. Some numbers require 7-digits, 10-digits, or 1+10 digits.
2. There may be an issue with Exede Voice service or call routing. Call Exede Voice Care at 855-463-9333.
Busy Signal at End of Call 1. Sometimes when a call completes, a busy signal may be heard. This usually goes away after you hang up your phone. Hang up for 10 seconds and try again.