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The modem cannot detect the carrier signal.
This often happens if the modem is not connected properly to the phone socket. Make sure that the user has put the phone line in the correct socket in the back of the modem.
Make sure that the user can dial out using an ordinary phone handset on the same line. If they can't, get them to call their telco. Also they can check the phone line quality by picking up an ordinary phone and pressing 1. If they hear cracks and pops on the phone line get them to have the phone line checked by their telco.
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