Frequently Asked Questions

Phone Issues

My phone doesn't work, who do I call? My Provider or my Telephone vendor?

The 1^st thing to identify is what doesn't work: the phone itself (no sounds or lights or display functions), the system(no phones have sounds or lights or display functions), or the phone lines(I push a line key or dial 9 and get an error or no dial tone ). The only one the phone company can fix is the phone lines if the problem is after it leaves your building. If the internal wiring or the phone system is the problem likely the phone company will not be able to fix it and will recommend calling your vendor. It won't cost you to call the Phone Company and have them run a test on your line, if they see the problem is on their side they will dispatch and fix it free of charge. If they can't see the problem they will tell you it's an internal problem and this is when you should call your vendor.

Internet Issues

I can't get on the internet. Who do I call? My Provider or my Network Vendor?

Verify that no one has access to the internet in your office. If the problem is with multiple computers, this probably means the LAN or the Internet Service Provider is having issues. If it is a LAN problem the Internet Service Provider won't be able to fix it. In most cases it is best to call your vendor to diagnose the problem. I have seen multiple instances where the phone company walked the customer through some diagnosis and in the process changed settings in the modem and router that disabled the customers LAN. But here is some basic troubleshooting to determine if the problem is on the LAN or ISP: Find the internet source (DSL modem, Cable modem, Clearwire modem) and check the lights. Usually red lights and no lights are bad. Try pulling the plug wait for 30 seconds and plug it back in again, see if the lights status change, and restart your computer and try to access the internet again. If it still isn't working I recommend calling your Vendor at this point.