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Troubleshooting For The Telecom Impaired

Phone isn't working and a service technician isn't immediately available? Here's a handy checklist of steps to try. You might be surprised by the number of "broken" phones that get turned in, just because they had been accidentally unplugged.

NOISE ON THE LINE

Some (or even all) outside calls, but no inside calls?
Chances are you have a problem with the trunk card(s) in your switch or the telephone company's line(s). You might be able to help your friendly telecom tech if you have a display phone and can identify which of the trunks is giving you the problem.

Some inside calls, but no outside calls?
This is likely to be a problem with the phone, wiring, or station card of the person(s) you are talking to internally.

All Calls?
Expect to find a problem with your phone, wiring, or station card.

THINGS TO CHECK ON A SUSPECT PHONE

  • Is the handset cord plugged in tightly at both ends?
  • Try a different handset cord that is known to be good.
  • Try a different line cord that is known to be good.
  • Try a different handset that is known to be good.
  • The last thing that most users can do without calling a tech is to try a different (compatibly programmed/same type) known good phone.

NO LIGHTS AND/OR SPEAKER PHONE DOESN'T WORK

If the phone belongs at that location (someone may have "accidentally" swapped in a phone that is not correctly programmed), odds favor you having a power
problem.

  • Is the phone plugged in?
  • Is an external power supply needed, and is it plugged in?
  • Is there power to the socket that the external power supply is plugged into?
  • Try a different power supply that is known to be good.
  • Try a different (compatibly programmed/same type) known good phone.
  • Has the switch been programmed for handsfree operation?

NO DIAL TONE/TOTALLY DEAD PHONE

If other phones around you are also dead, then it's probably a switch or telephone company problem. If other phones are working, you can try the steps identified in the two sections above. Maybe you will get lucky and your handset cord has just wiggled loose or the phone came unplugged.

"IT'S ALWAYS THE CABLE"

Telecom industry pundit Harry Newton says:Whenever anything goes wrong with your phones, assume it's the cable. It always is. Crackly conversation? Check your handset cord. Phone suddenly dead? Check the line cord to the wall. Check the connection from the main box on the wall to the distribution jack.

HEADSET PROBLEMS

  • Cannot transmit or receive sound
    • Check to see if batteries are properly seated or replace batteries
    • Check Switch setting on amplifier
    • Test headset and amplifier on a known good phone
  • You cannot be heard by the person on the other end
    • Is your Mute switch on?
    • Check position of microphone or voice tube
    • Replace voice tube if worn or blocked
    • Check Volume and Switch settings on amplifier
    • Check cords for secure fit in the right ports
  • You cannot hear the person on the other end
    • Increase Volume on your amplifier/desk set
    • Check handset/headset switch on amplifier
    • Check Switch settings on Amplifier
    • Check cords for secure fit in the right ports

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