Telephone Systems Troubleshooting

My system keeps locking up when I get a voicemail

Contact your network supplier and ask them to lower the clear-disconnect timers to 800 Milliseconds.

My line keeps saying it’s engaged when no one is on the phone.

If your telephone line is connected to a telephone system, please find the CPU (the box that is screwed to the wall or housed in your Comms cabinet and then power off the device for 3 minutes then power back up again and leave for a further 5 minutes then re-test.

If problem persists, then contact your network supplier to raise a fault.

Calls constantly dropping

It is possible that your dropped calls could be due to a faulty phone handset? try using a different handset to see if the issue is still present as your phone could be faulty.

Does it happen when you call one specific number, if so it is probably something to do with their end.

If the line that is dropping the calls has broadband on it, check that the micro-filter is connected and working.

If you have tried our troubleshooting tips and your calls are still dropping, then please contact us to raise a fault.

Handset receives calls but can’t make outgoing calls

If the issue is related to just one specific handset, then reset the handset by unpluging the cables that are plugged into the back of the handset for 2 minutes, then re-test. This should cure the problem as the handset may well have locked up.

If problem persists, please find the CPU (the box that is screwed to the wall or housed in your Comms cabinet and then power off the device for 3 minutes then power back up again and leave for a further 5 minutes then re-test.

If problem persists, then contact us to raise a fault and we will do some remote diagnostics.

When customer’s dial in, it only rings the main handset rather than the portable phones

Please make sure that the portable phones are not set to do-not-disturb as this would stop calls coming through to the portable phones.

If you have checked this is the case, then contact us and we will log a fault.

My line is crackling and is hard to hear

Check that all the telephones in your premises are properly connected, even if you're only having problems with one of them.

• Are any of your phones off the hook?
• Look at the telephone cables and any power cables - are they securely plugged in?
• Check micro-filters are installed where required.
• For cordless telephones, please make sure the battery is charged.

If none of the above steps work, please contact us

I have to press 9 twice to dial out

This will be due to the fact you have feature lines. Contact your network provider and request them to downgrade the features on the line, this will then allow you to dial out of the system by pressing a single 9.

When I receive a call, the person on the other end can’t hear me

Check on the handset that the mute button has not been pressed. This is the most common reason the person on the other end would not be able to hear you.

If mute is off then reboot your telephone system (the box that is screwed to the wall or housed in your Comms cabinet and then power off the device for 3 minutes then power back up again and leave for a further 5 minutes then re-test.

If problem persists, please contact our faults team via our contact number.