When You Have a Phone Problem
When your phone is not working, we suggest you do some investigative work to help pinpoint the problem before you call our office. The source of the problem may be in the telephone, in the wiring and jacks, or in our lines and equipment. Determining the cause of the problem before you call will help us correct the problem sooner and may save you money.
How to Troubleshoot
Here are some tips to help determine the source of phone problems:
- If it is Internet related, check our Troubleshooting & FAQ guide here.
- Make sure all telephones are hung up.
- If you have phone accessories, such as answering machines or cordless phones, make sure this equipment is in working order.
- If you have only one phone, take it to a friend's house and try it there. If the phone still does not work, the problem is probably in the phone.
- If you have multiple jacks, plug your phone into the jack closest to where your service enters your home or office. If the phone works there, but nowhere else, the problem is probably in your wiring.
- Borrow a working phone. If the borrowed phone works in all of your jacks, the problem is in your phone. If the borrowed phone only works in some of your jacks, the problem is probably in your wiring. If the borrowed phone does not work at all, the problem is probably in our lines or equipment, and we will make the necessary repairs at no charge to you.
If you are enrolled in our Inside Wire Maintenance plan, there will be no charge for repairs to inside wire and jacks. We will also identify problems with your equipment at no cost to you. If you're not on our wire maintenance plan, there will be a service call, material charges and travel charges if the problem is in your equipment or inside wire.