Troubleshooting
These are the most common issues with landline voice service.
For assistance and/or escalations, please contact HTC Technical Support at 843-365-2186. Our team is available 24/7/365.
Q: Why am I having an issue with clarity or have no dial tone?
Check that your phones are hung up properly and/or turned off.
Checking the phones can sometimes clear any trouble that you may be having and it also may reduce the chance of a service charge if your telephone equipment is found to be faulty or is the cause of the problem.
The best way to check your telephone equipment:
- Unplug all equipment plugged into the phone jacks, i.e., telephones, fax machines, answering machines, etc.
- We recommend you use a corded (analog) phone to check the jacks for dial tone/clarity. If you do not have a corded phone, use what you have but plug just one phone into a jack and test the service.
- It is recommended to test different phones and jacks to help narrow down the possibilities of where the trouble is originating.
Q: Why do I get a message to “Enter a Long-Distance Code” when I dial long distance?
If you get this message trying to reach a number, it means the number was dialed as long distance, but it is not actually a long-distance number.
If you hang up and the 10-digit number without the 1 at the beginning the call should go through.
Q: Why do I get a message to “Please dial a 1 when dialing this number”?
When being advised to dial a 1 when dialing a number, that number is considered long distance.
HTC Long Distance members must dial 1+ the 10-digit phone number for callers outside of our calling area.
Q: Why am I unable to dial a specific number?
If you are unable to dial a specific number, sometimes it can be hard to determine if the trouble is with our service, or the party you are trying to reach.
If able, it is recommended to try and dial the specific number on a cellular device. If the call goes through, that may indicate trouble with your phone line and tech support may be needed. However, if the call does not go through when using a cell phone as well – the trouble is more likely to be with the party you’re trying to reach.
Q: Why is my number is coming up as someone else when I call long distance friends/relatives but shows correctly to local numbers?
There are many different Caller ID databases used across the country that usually do not update their information at the same time or as often as others might.
Telephone companies do not always use the same database so the person you are calling may not have updated information due to the database being used by their carrier not being completely up to date.
It could possibly take several weeks for updates to be completed. We do not have a way to expedite this process at this time.