We know how vital it is for your business telecom systems to work reliably each day so that you can complete your necessary business operations. However, even the highest quality systems experience problems, so you need fast and dependable customer support to help you troubleshoot a glitch smoothly.
As an Integrated Communications client, you can call our support escalation team at any time if you need troubleshooting. We will either directly help your case or transfer your call to the necessary resources. If you’re looking to get in touch with your system’s network provider, you can reference the convenient Customer Service Contact Information table at the bottom of the page.
Support Escalation Team
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Common Business VoIP Phone System Issues
Issue: You are unable to make or receive calls.
Try: Check your PBX system. If you see red lights, your system may need to be reset. Contact your phone system vendor for instructions on how to power off our system and reset it.
Issue: You have no dial tone.
Try: If the issue is only with one phone, try plugging a different phone into the same jack. If the second phone now has no dial tone, there is an issue with the jack, and you will need to call your service provider for help.
If all phones and calls are affected by no dial tone, try disconnecting your phone, modem, and fax one at a time. Once you have disconnected one device, leave it for 30 seconds. Check the next device for a dial tone. If you find a dial tone, the last unplugged device probably needs to be repaired or replaced.
Issue: Long-distance calls are dropping.
Try: You will need to open a repair ticket with two call examples. Examples must be within the last 24 hours and include the exact time of the call, both originating and terminating numbers, and the result of the call. If the call includes a recorded message, inform the carrier of what is on the message. Provide specific details about the case, such as if the issue only affects certain calls or all outbound calls.
Internet Network Troubleshooting
Issue: The local network is unable to connect to the internet.
Try: When in doubt, contact your service provider, but you can try rebooting your router and modem. Turn the router’s power off and unplug it for a minute. Then plug it back in, turn the power on, and wait a few moments for it to reset. If you haven’t regained your connection, or green lights don’t show up on the router, give your service provider a call.
The TRACERT diagnostic utility can identify communication breaks on the particular router hop that is causing the problem. Contact your provider with your findings, and include screenshots if possible.
Issue: You’re experiencing slow internet speeds.
Try: Slow internet speeds are typically caused by congestion. Try using speed test websites and conduct tests from geographically remote servers. These tests can pinpoint areas of congestion on the service network, and you can report your findings when you call your service provider for help.
Issue: You get an “Address Already in Use” notification when two devices attempt to share a single IP address.
Try: Your router has a default DHCP (Dynamic Host Configuration Protocol) configuration. If you connect a new device, the DHCP may try to assign the new device an IP address that is already occupied. Try disabling the DHCP server on the new device to free up the network.
Issue: Cloud-based video conferencing tools are taking too long to load or never connecting for some users.
Try: If cloud conferencing applications consistently have an unreliable performance, there may be a larger issue with your business internet. Create a support ticket with your network provider so that they can help you secure reliable connectivity.
Issue: Important business applications are running too slow.
Try: Networking problems are usually to blame for slow cloud-based business applications because SD/WAN helps improve speeds and connectivity. If business applications are continuously running slowly, contact us for help.
SIP Common Support Needs
Issue: You’re experiencing choppy or lagged calls.
Try: Each number of concurrent calls requires 85 kbps of bandwidth. So, if your business wants to support 20 high-quality concurrent calls, you will need 2 Mbps of bandwidth. You may not have enough bandwidth available on your internet service. Work together with your internet provider and your SIP trunking provider to make sure your system can handle outgoing and incoming calls. You may need to upgrade your service plan.
Issue: Original phone numbers are not ported over.
Try: Even though your SIP trunk provider can typically move your phone numbers over in two weeks or less, you may experience a longer wait time in some instances. To speed up the process, contact your carrier and SIP trunk provider for help. You can also get a forwarding phone number to use during the porting process.
Issue: You can’t support as many simultaneous calls as you’d prefer.
Try: If you’re missing important calls from customers and other businesses, you may not have enough SIP channels set up to support your operations. Document the number of simultaneous incoming and outgoing calls you experience during your peak hours. Report your findings to your SIP provider, and they can add or remove channels to support your operations.
Customer Service Contact Information
To contact your service provider directly, reference their customer support numbers below.
|AI Tech/Evolve IP||Customer Service/Repair||800-300-5405|
|Centurylink||Customer Service Local
Customer Service Long Distance
Repair Long Distance
|Consolidated Communications||Customer Service/Repair||877-634-2564|
|Global Crossing||Customer Service/Repair||800-249-4672|
ISP Tech Help
|New Edge||Customer Service/Repair||877-435-7950|