Spectrum Voice

I cannot place outgoing calls.

If you are unable to make calls to 411 Directory Assistance or Enhanced Directory Assistance or long-distance or international calls, your phone service might be set up with Additional Charge Blocking (ACB). The service enables you to block any outbound calls that incur additional fees.

ACB must be requested by or canceled by the account holder. Additional charges may also be blocked if the account has a high unpaid balance.

With ACB, you can block:

  • International calls.
  • Operator-assisted calls (0 and 0+).
  • Information calls (411 and 555-1212).
  • Offshore calls to North American Numbering Plan locations. (The North American Number Plan is the process of assigning 10-digit North American telephone numbers. The first three numbers are the area code. The second set of three numbers is the exchange, and the last four numbers make up the line number.)

900 and 976 calls are blocked by default. Casual Dialing Calls (10-10 and 10-10-XXXX) do not work with your phone service.

To have ACB removed from your account, dial 611 from your home phone or Contact Us for other options.

If your Spectrum Voice service is not working, you could get a busy signal or not hear a dial tone when you pick up your phone. There are some steps you can take to troubleshoot your phone service.

If the lights on your phone modem, or MTA, are not on:

  1. Make sure you have power to your phone modem (and your phone, if it requires electricity).
  2. Check whether your unit is plugged in to an outlet for which a wall switch turns the power on and off. If it is, make sure the switch is on. If power is reaching the unit and you still do not have a dial tone, continue to the next step.
  3. If you have power in other rooms of your home, make sure that other electrical devices in the room where your phone and MTA are located are working. If they are not, reset the breaker for that area, and check your equipment again.
  4. If you still do not have a dial tone, Contact Us.

If the lights on your MTA are on:

  1. Check to see whether any wires or cables to the phone or multimedia terminal adapter (MTA) are loose or unplugged.
  2. If you only have one phone line, verify that the telephone line is securely plugged into the Line 1 port of the MTA, and the other end is plugged into the wall outlet or telephone.
  3. If you still do not have a dial tone or are having other phone problems, you might need to reestablish the connection by rebooting your MTA.
  4. If a reboot does not resolve the problem, try plugging your phone directly into the Line 1 jack on the back of your MTA. If that improves your connection, you could have a problem with your phone wiring. If so, call to schedule a service technician to visit your home.
  5. If you have Spectrum TV or Internet service, check whether you are receiving a TV signal or can access the Internet.
    • If your TV service is out too, there likely is a service interruption in your area.
    • If your TV service works but your Internet service is also out, there might be an issue involving your MTA. In either case, you need to Contact Us.
Article Number: 1635

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