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Telecommunications Services

BEFORE YOU CALL REPAIR (PDF Version)
(REPAIR # =86867)

Updated: February 8, 2008

University Telecommunications Services has prepared this instrument to help you get your telephone service working quickly. Before reporting a repair, look through the TOPIC INDEX for the symptoms you are experiencing and click on the symptom. In many instances, the suggested steps should resolve your problem. If not, the steps you performed will provide valuable information to our technicians and speed the repair process, so please note the results of the tests.

TOPIC INDEX

Symptom and Possible Solutions

My Telephone is Dead
I Can't Hear
I Can't Be Called or My Telephone Doesn't Ring
I Dialed a Call and Reached the Wrong Number
I Can't Call a Number
I Can't be Heard
The Call is Noisy or Fades In and Out
Can't Answer Call, i.e. Telephone Continues to Ring When I Lift the Handset
I Can't Call Forward
No Lights on the Telephone are Illuminated
Can't Retrieve my Voice Mail (AMES)
Call Don't Go to Voice Mail (AMES) and/or My Answering Point
Calls Always Go Immediately to Voice Mail (AMES) or My Answering Point
I Hear Beeping Instead of Steady Dialtone
I try to login to Voice Mail (AMES) and get the message: Can not get your messages now due to multiple logins to your mailbox. Please disconnect.
I Hear Only One Short Ring on My Telephone, then Nothing
How To Report Trouble

My Telephone is Dead

  1. Check to see that the telephone is securely plugged into the wall outlet.
  2. Check to see that the coil cord is securely plugged into the handset and telephone.
[Index]

I Can't Hear

  1. Did you experience this on a call you received or a call you made?
  2. If it was a call you placed, what number did you dial?
  3. Report this information to repair.
[Index]

I Can't Be Called or My Telephone Doesn't Ring

  1. Is the bell or ringer turned to off or low on your telephone? See the University's Telephone Directory, "Telephone Models" section for ringer control location.
  2. Is the handset securely placed on the telephone?
  3. Make sure the line is not forwarded by lifting the handset, listening for dialtone, dialing #2, listening for confirmation tone, and hanging-up.
  4. Make sure the line does not have send all calls active by lifting the handset, listening for dialtone, dialing #3, listening for confirmation tone, and hanging-up.
  5. Have someone call you. Did the telephone ring?
[Index]

I Dialed a Call and Reached the Wrong Number

  1. Check and make sure the correct number was dialed. - Did you dial "9" for off-campus?
  2. What number were you calling?
  3. Report this information to repair.
[Index]

I Can't Call a Number

  1. Check and make sure the correct number was dialed. - Did you dial "9" for off-campus or Did you dial the five-digit extension number for on-campus.
  2. What number were you calling?
  3. What did you hear when you dialed the number (i.e. tone, message, nothing)?
  4. Report this information to repair.
[Index]

I Can't be Heard

  1. Did you experience this on every call, just a few calls, or one call?
  2. If experienced on a few or only one call, what were the telephone number(s) called?
  3. Report this information to repair.
[Index]

The Call is Noisy or Fades In and Out

  1. Call someone and wiggle the coil cord, wiggling it first near the handset and then at the telephone. Did you hear noise or static?
  2. Did you experience fading on every call, just a few calls, or one call?
  3. If experienced on a few or only one call, what were the telephone number(s) called?
  4. Report this information to repair.
[Index]

Can't Answer Call, i.e. Telephone Continues to Ring When I Lift the Handset

Check if the switch hook is stuck.

  1. On beige telephones, lift the handset off the telephone, and look where it rested. If the switch hook is working properly, you should see two round cylinders on each side of the cradle sticking up about a quarter inch.
  2. On the black telephones, lift the handset off the telephone, and look where it rested. If the switch hook is working properly, you should see a small rectangular column in the lower center of the cradle sticking up about a quarter inch.
[Index]

I Can't Call Forward

Lift the handset, listen for dialtone, dial #2, listen for confirmation tone, and hang-up. Lift the handset again, listen for dialtone, dial *2 and then the five-digit extension number you want to forward the call to, listen for confirmation tone, and hang-up.

[Index]

No Lights on the Telephone are Illuminated

  1. Check to see the telephone is securely plugged into the wall outlet.
  2. Does the telephone work at all?
  3. Report this information to repair.
[Index]

Can't Retrieve my Voice Mail (AMES)

  1. Did you call the Voice Mail access number 86245?
  2. If you called the correct Voice Mail access number, did you hear a message to call the System Administer?
  3. Report this information to repair.
[Index]

Calls Don't Go to Voice Mail (AMES) and/or My Answering Point

  1. Make sure the line is not forwarded by lifting the handset, listening for dialtone, dialing #2, listening for confirmation tone, and hanging-up.
  2. Make sure the line has send all calls active by lifting the handset, listening for dialtone, dialing *3, listening for confirmation tone, and hanging-up.
  3. Have someone call you.
[Index]

Calls Always Go Immediately to Voice Mail (AMES) or My Answering Point

  1. Make sure the line is not forwarded by lifting the handset, listening for dialtone, dialing #2, listening for confirmation tone, and hanging-up.
  2. Make sure the line does not have send all calls active by lifting the handset, listening for dialtone, dialing #3, listening for confirmation tone, and hanging-up.
  3. Have someone call you.
[Index]

I Hear Beeping Instead of Steady Dialtone

  1. This is a signal that alerts you that you have mail in your Voice Mail Box (AMES). Steady dialtone will be returned when all new messages are cleared. This feature is for a telephone without a message waiting light.
  2. Call your Voice Mail and retrieve your messages.
[Index]

I try to login to Voice Mail (AMES) and get the message: Can not get your messages now due to multiple logins to your mailbox. Please disconnect.

  1. Hangup, wait 5 minutes and try again. This will usually clear the problem.
  2. Call repair.
[Index]

I Hear Only One Short Ring on My Telephone, then Nothing

  1. Make sure the line is not forwarded by lifting the handset, listening for dialtone, dialing #2, listening for confirmation tone, and hanging-up.
  2. Make sure the line does not have send all calls active by lifting the handset, listening for dialtone, dialing #3, listening for confirmation tone, and hanging-up.
  3. Have someone call you.
[Index]

How to Report Trouble

The trouble reporting line is normally answered by TS's Voice Mail Box. Being answered by this mechanism DOES NOT IMPLY ADDITIONAL DELAY in responding to your problem. Technicians are paged by the system and will generally begin working on your problem within the hour. Some problems must be referred to other vendors for resolution which can take more than a day. If this is the case, you will be notified of the delay and given an approximated restoration time.

  1. Call the Telephone Trouble Reporting extension (86867). Please speak clearly. DO NOT CALL TS'S ADMINISTRATION OR TECHNICAL OFFICES as this only delays repair response times.
  2. Give your name.
  3. Give the five-digit extension number where you can be reached should further information be required. IN SOME CASES THIS IS DIFFERENT THAN THE EXTENSION THAT IS EXPERIENCING THE TROUBLE.
  4. Give the five-digit extension number that is experiencing the trouble.
  5. Give the extension's location (building, room, etc.).
  6. Explain the problem. If you have the results of the tests performed using "Before You Call Repair" procedures, be sure to state them. Be sure to indicate if this is a CRITICAL service.
We're sorry that electronic trouble reporting is not currently available. TS is working diligently on the interface and hopes to introduce it presently.