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Pinwheel Home: Troubleshooting Call Issues

Pinwheel Customer Care

This article should be able to assist If you're having trouble making or receiving calls with Pinwheel Home. Please use the troubleshooting steps below to identify the issue and get your Pinwheel Home working again.

 

If my call quality is not good

  1. If you router supports WPA3, please ensure you set it to WPA2 and not the “mixed mode” or “WPA2/WPA3". The mixed mode can cause large network latency, reducing call quality.
  2. If possible, try moving the adapter closer to the router as poor signal strength reduces call quality.

If you see a calls on pause message:

First, confirm the exact message.

  • Calls TO [name or this contact] are on pause right now means the call is blocked by the caller's schedule.
  • Calls FROM your number are on pause right now by [name or this recipient] means the recipient's schedule is blocking the call, if the contact is also a Pinwheel Home user.

Then:

  1. Check that the contact is allowed in the current schedule.
  2. If both people use Pinwheel Home, make sure they have each other added in their Caregiver Portals.
  3. If using Speed Dial, try dialing the full phone number.
  4. If Speed Dial is the issue, follow the Speed Dial steps exactly.
  5. Unplug the ATA and plug it back in.
  6. Move the ATA closer to the Wi-Fi modem or router.

If there is no dial tone:

  1. Check that all cords are fully plugged in and not damaged.
  2. Unplug the ATA and plug it back in.
  3. Move the ATA closer to the Wi-Fi modem or router.

If calls dial slowly or do not dial:

  • Make sure the Dial toggle under the number buttons is set to TT.

If the other person can't hear your child:

  1. On Classic only, press PROG/MUTE under the number pad.
  2. If needed, press PROG/MUTE again.
  3. Unplug the ATA and plug it back in.
  4. Move the ATA closer to the Wi-Fi modem or router.
  5. If possible, connect the ATA with ethernet to rule out a Wi-Fi issue.

If the phone does not ring:

  1. On Classic only, make sure the Ringer toggle is not set to Off.
  2. On Classic only, press PROG/MUTE, then #, then 6, then PROG/MUTE again.
  3. Unplug the ATA and plug it back in.
  4. Move the ATA closer to the Wi-Fi modem or router.


 

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