Troubleshooting a dial-up (analog) phone connection on the mailstation series

Check your physical connections, your phone number, and your dialing prefix, or try another connection method to troubleshoot a dial-up (analog) phone connection.
Product affected: mailstation™ and mailstation2™

Issue

The meter does not connect with the Pitney Bowes server using a dial-up (analog) phone line.

Cause

The meter cannot connect to the Pitney Bowes Data Center over a dial-up (analog) phone line.

Resolution

Solution 1: Upgrade to a SmartLink device by October 1, 2022

In order to avoid disruptions to your mail operations, we recommend that you upgrade to a Smartlink device before October 1st, 2022.

If switching your connection method does not resolve your issue, try Solution 2.

Solution 2: Confirm that your phone line works

  1. Retry your connection two or three times.
  2. Check that all connections and plugs are securely connected.
  3. Plug a phone handset into your wall jack and listen for a dial tone.
    • If you do not hear a dial tone, contact your telephone supplier to fix the problem with your phone line.
    • If you do hear a dial tone, reconnect your dial-up (analog) phone line to your meter and follow these steps to perform a meter restart:
      1. Disconnect your power cord from the back of your meter.
      2. Wait one minute.
      3. Reconnect your power cord.
      4. Wait for your meter to restart.

If you still cannot connect, try Solution 3.

Solution 3: Check other phone line issues

  1. Make sure that your meter connects to a dial-up (analog) phone line that is not shared with another device. Plug the meter directly into the wall jack and remove any phone line splitters.
    • If your meter uses the same phone line as a fax machine, credit card reader, or other dial-up (analog) device, unplug the other devices so that your meter is the only device using the phone line.
  2. Make sure that you use a true dial-up (analog) line.
    • A DSL line may work. If there are issues, try adding a DSL filter.
    • Simulated analog phone lines are problematic. If you have issues, try rebooting the device that is simulating the dial-up (analog) line.
    • T1 or Voice Over IP (VOIP) lines do not work with dial-up (analog) connections.
  3. Check to see if you must add or remove a dialing prefix (such as 0) to get an outside line. See Changing your dialing prefix
  4. Make sure that your meter dials one of these three numbers: 0821 817 855, 0821 617 656 or 01 82 88 12 71. See Manually changing your dial-up phone number
  5. Ensure that your phone line does not have outbound calls blocked.

If you still cannot connect, try Solution 4.

Solution 4: Change your connection method

Try using PC Meter Connect as your connection method.

If you need further assistance, please use the Contact Us options below.

UPDATED: 28 April 2022

Contact Us
Live Chat
Available • Closes at 8pm ET
Sales team hours are 8am-6pm ET
Live Chat
Live Chat is currently unavailable.
Chat is available Mon-Fri, 8am-8pm ET
Create a case
Submit support requests (Sign in required)