When your phones or computers at work are not functioning properly, it’s not always a problem with the telephone equipment. Sometimes the disconnect is a problem with your phone service provider.
Your service provider is the company that supplies the phone and internet service to your phones and computers so there’s a dial tone when you pick up the receiver and web sites to surf when you click your mouse. Problems can arise due to weather, software upgrades, fragile cabling and many other factors.
Noticing a disruption in telephone service is easy; there’s no dial tone or the line has background noise on it. Reporting the problem to your service provider can be challenging, so I have outlined the information you should have ready if you need to contact them about a disruption or outage.
First, you need to know which number to call and numbers for several providers are as follows:
COMCAST: 800-266-2278
PAETEC: 877-340-2555
VERIZON: 800-837-4966
XO: 888-575-6398
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If your provider is not listed above, you can find the number on your phone or internet bill or online.
Next, you need to have certain information on hand to give an accurate depiction of the problem and how it can best be resolved. A few questions you may be asked:
*Your company’s name, address and account number or ‘bill to’ number (this is usually your primary phone number, but check your bill)
*The name of a contact person for the service provider to call back with updates or to schedule a service call. It’s best to give them at least two names with cell phone numbers
*The hours your company is operational; this is important so they know when they can dispatch a technician if needed and they will wait until your office is closed to do any kind of testing on the lines that could affect your service
*A detailed description of the problem: no dial tone, no internet connection, an automated message, etc.
*If you’re hearing noise on the line, how would you describe it? Is it a clicking sound, an echo, static, etc
*Is the problem affecting phones and internet or just one of those?
*When did the problem first show up? Has it been happening for minutes, hours, days…
*Has anything happened in or around your office or building that may have affected service? A power outage, construction, new equipment installed, etc.
*Have you tried a reboot or reset of your phone system?
*Do you have any call examples? If calls are dropping when you try to call out and you can provide the phone number you called in addition to the date and time dialed, they may be able to find the source of the problem faster
A tip on timing. If possible, call early in the morning before things get busy at your office and the service provider’s. You will get through faster and your wait may be shorter. Do be prepared to wait. If customer service reps are busy, you could be on hold for 20 minutes or longer. Have some filing ready or save a few emails to send out at that time so you can get something done while you’re on hold. If you don’t have a wireless headset (we sell those by the way) try using your speakerphone until a human picks up the call.
When you conclude the call, be sure to ask the customer service representative for a trouble ticket number or other identifier so you can refer to that if you need to call back with new information or a status update. Ask what the next step in the process will be. Sometimes it’s remote testing, other times they will dispatch a technician to your building or have one call you for more information.
Don’t forget about your friends at Teltek! If you have a maintenance contract with us, we will handle all of this for you. We’ll start by figuring out if the problem is your equipment or your service and proceed from there. If you are interested in more information on our maintenance contracts, give us a call!
Tags: Comcast, Internet Service, Paetec, Phone Service, Service Providers, static, Teltek, Verizon, XO