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If you're experiencing difficulty with any of your voice services, here are some hints that may help you quickly and easily resolve your issue. We strongly recommend that you conduct this basic troubleshooting before calling Allstream to speed up your issue resolution. If you still need help after trying these strategies, give us a call.
Select the troubleshooting tips that apply to you:
Business Lines Directly Connected to Phone Set
Business Lines Connected to the Phone System
FAX Lines
Message Waiting Light
Toll-Free
Direct Inward Dialing (DID) Numbers
Dial Tone issues
If you are experiencing any issues with dial tone, follow these steps:
- Try to listen for a dial tone by plugging in a phone at the point where Allstream's lines connect to your premises. This is known as the demarcation point, and can be found by looking for the tags that Allstream attaches to the cables
- If there is no dial tone, please call Allstream for repairs
- If there is a dial tone, call your interconnect or follow these steps:
- Ensure the phone handset and phone cable are connected properly and are not damaged
- Check the wall jack. Make sure it is undamaged and that the phone cable connects snugly
- Plug the phone and cable into another wall jack and listen for a dial tone
Noise or Static
If there is static or noise on the line, this likely means there is external interference. This usually originates somewhere between the Central Office (C.O.) switch and the phone handset. Follow these steps:
- Check the phone handset for damage
- Examine the phone cable for damage. Make sure it is properly connected to both the phone and the jack
- Make sure the phone cable is not touching any metal objects, such as tables, chairs, etc.
- Plug the phone into the demarcation point. If there is no noise there, then the source of the noise is likely coming from the internal wiring
Please note: Charges for diagnostic work may apply if the issue is determined to be with your inside wiring. If work is required on your inside wiring, Allstream would be happy to recommend an interconnect to help you.
Please plug a phone into the demarcation point and verify the following:
- There is a dial tone on the phone that is plugged into the demarcation line
- The line is properly connected to your phone system
- The line is programmed properly in the phone system
If there is no dial tone at the demarcation point, please contact Allstream repair.
This same process applies if you receive a Ring No Answer message when calling into the line.
If you can't send or receive faxes, and it is unclear whether the problem lies with the fax machine or phone line, please do the following:
- Connect a normal phone handset to the fax line
- If you can make and receive calls, this indicates a problem with the fax machine.
- Please consult your vendor manual for additional troubleshooting steps
- If you are not able to make or receive calls on this line, please contact Allstream repair
Sometimes, the "Message Waiting" light on the phone handset erroneously indicates there is a message. In these cases, reset the phone by unplugging it for a few seconds, then reconnect it. If the problem persists, call Allstream.
- All toll-free numbers terminate on a local, 10-digit number. This is known as a termination number
- Note: Termination numbers are usually BSL (Business Line) or DID (direct inward dialing)
- Please keep an up-to-date record of all termination numbers
If a toll-free number suddenly stops working, please do the following:
- Check the local termination number by calling it to see if it picks up
- If it works, call your toll-free/long-distance service provider
- If it does not work, the problem lies in your local termination number. Contact Allstream repair.
- DID numbers are virtual numbers that route incoming calls to a specific telephone handset
- For example, dialing 555-1234 will route the call directly to extension 1234
- Each DID must be programmed into your equipment to ensure effective routing
- Please follow these steps to test your equipment before calling to have your line tested:
- Test the phone: Unplug the phone in question from the line and connect a different phone to the line. This will determine if the phone is the problem. If not, proceed to set 2.
- Test the cord: Attach the same phone to the same jack with a different cord. If the problem persists, proceed to Step 3 to check the jack.
- Test the jack: If you have another phone jack at your location, unplug the phone and cable from the current jack and plug it into the other jack.
If you are still experiencing technical issues, please contact Allstream repair.
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