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
- 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.
- 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:
- Check that the contact is allowed in the current schedule.
- If both people use Pinwheel Home, make sure they have each other added in their Caregiver Portals.
- If using Speed Dial, try dialing the full phone number.
- If Speed Dial is the issue, follow the Speed Dial steps exactly.
- Unplug the ATA and plug it back in.
- Move the ATA closer to the Wi-Fi modem or router.
If there is no dial tone:
- Check that all cords are fully plugged in and not damaged.
- Unplug the ATA and plug it back in.
- 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:
- On Classic only, press PROG/MUTE under the number pad.
- If needed, press PROG/MUTE again.
- Unplug the ATA and plug it back in.
- Move the ATA closer to the Wi-Fi modem or router.
- If possible, connect the ATA with ethernet to rule out a Wi-Fi issue.
If the phone does not ring:
- On Classic only, make sure the Ringer toggle is not set to Off.
- On Classic only, press PROG/MUTE, then #, then 6, then PROG/MUTE again.
- Unplug the ATA and plug it back in.
- Move the ATA closer to the Wi-Fi modem or router.
If any echoes are heard during a phone call:
- Echo heard by the person on the other end of the call is caused by acoustic feedback. When sound from the handset's earpiece escapes, the handset's microphone may pick it up and transmit it back to the other caller, who then hears a delayed copy of their own voice.
- Every handset experiences this to some degree, so a small amount of echo is normal and does not indicate a defect. Echo becomes more noticeable when the earpiece is not sealed closely against the ear, which can happen more often with smaller ears, such as children's.
- To reduce echo, hold the handset firmly against your ear so the earpiece is fully covered, lower the call volume using the volume buttons, and speak at a moderate level rather than loudly. Each of these steps reduces the amount of sound that reaches the microphone and keeps the call clearer for the person you're talking to.