You’re on the phone relaying an important message and halfway through, it just st…
You see? It’s frustrating when you can’t finish a sentence.
You need to know how to get your phone fixed as soon as possible to ensure you never experience this again.
We’ve all been there.
Just last week my client was about to close a deal that would’ve increased my profits by 37%.
Moments before they were going to complete, my client's phone cut out.
129 long minutes.
That’s how long my client didn’t have access to a phone.
The thing is, this had never happened to them before.
They were unprepared.
They didn’t know how to fix it.
They didn’t know who to call.
Now I want to make sure you never go through the same disaster as my client.
I’ve spent the last 83 hours studying my resources, trying to find out exactly what to do in a situation like this and how to prevent it from recurring.
And boy did I find some good stuff.
I’m going to ensure you don’t leave this article without the right set of skills to become a phone-fixing expert.
Let’s hurry up and get your phone fixed!
Read More: The Top 10 Best IP Phones
Your phone is broken.
You need help fast.
You just called your provider who promised to send someone out.
3.5 hours later, you’ve been charged hundreds of pounds to put back a cable that just fell out.
This may seem like an extreme example but that’s exactly what happened to me.
I lost a lot of money on a problem I could’ve fixed myself in minutes.
Before you make that call for help, take a look at the information I’ve given you on how you can help yourself.
Info You Should Always Have On Hand Before Contacting Your Provider
If your company is anything like mine, you’ll have multiple providers for multiple systems.
Confusing, I know.
Find out who is providing the problem phone before you call them.
This will save both parties time, money and confusion.
When you select a provider, you’re putting your businesses trust in them.
You trust that it’s very unlikely that something will go wrong.
But you also trust that they will be quick to fix it, if it does.
When choosing a provider, find out exactly how they promise to help if there is a problem.
Check your cover and make a note of whether they send out free engineers regardless of the issue.
I doubt you want to be met with the dreaded “we can’t find a fault” after you’ve spent a significant amount of your budget on the call out.
How will things escalate if they can’t find the immediate source of the problem?
You can’t wait weeks before contacting them, only to be told their higher management have been working on it this whole time.
Ensure you know exactly what’s going to happen before it does.
Just because you’re now aware of all this, it doesn’t mean the rest of the employees are.
Make sure this information is readily available to any member of staff who may have to report a problem.
I even made you a checklist so all the information from this section is easier to remember.
Do I know who my provider is?
Have I checked my cover?
Do I get free engineer call outs?
Do I know the escalation process?
Are all members of staff aware of this info?
Read More: The Best Virtual Landlines Deals In The UK
What Should I Be Looking Out For?
While there are quite a few problems that can affect our phones, a small number of them are common occurrences.
Usually silly things that can be fixed in a matter of seconds.
There are a few questions that can help you get to the route of these issues.
Luckily for you, I’ve listed them below.
Perhaps the most obvious question, is your phone on?
Don’t laugh, you know we’ve all done it.
I don’t think I need to tell you how to fix this one.
Is your phone charged?
Obviously, this only applies to cordless phones.
Don’t try putting your corded phone in a charging port, nothing will happen.
If it is cordless, try charging it up.
Have you checked for damaged wires?
This isn’t one you can really fix yourself.
Unless you happen to have an electrician working in your office.
Now, that would be lucky.
It is an easy problem to spot though and will save whoever's coming to source the issue heaps of time.
How many phones are affected?
You need to know if just one phone or the entire system is down.
If it’s just one phone - fortune is on your side.
That means it’s probably a quick-fix issue.
If the whole system is down, it’s going to take a bit more work to find the root of the problem.
Why is my call too noisy/too quiet?
First of all, make sure your volume is adjusted to the right setting.
If it is, establish where the issue is actually coming from.
By this, I mean that it could be the person at the other end of the line with a problem.
Try calling a different number.
If the problem persists - congratulations, your phone is now the star of a rom-com.
“It’s not you, it’s me” - you’ll cry down the phone.
|HAVE YOU CHECKED THIS?|
Is my phone on?
Is my phone charged?
Can I spot any damaged wires?
Is my volume correct?
Am I on the affected end of the line?
I know this section was a lot to take in - but it does supply the easiest fixes.
I’ve compiled it into a little checklist for you.
This should make it visually easier to spot your issue.
What Info Do I Need To Take Note Of?
Now, it doesn’t matter if you’re troubleshooting yourself or calling your provider for help.
You always need to take note of these questions first.
When did the problem start?
This is a very important question. It determines how you can be helped.
If this is the first time it’s occurred, you could go through some basic troubleshooting.
Maybe even a quick phone call could resolve it.
If this is the third time this week you’ve had this problem, the process may be a little different.
Even if you know it’s something you could fix yourself, you shouldn’t.
Now, this is where your provider steps up.
They may take a more intensive approach to fixing your device.
Or maybe they’ll even send you a whole new system.
What is the problem?
If no one knows what’s wrong, how can it be fixed?
“I don’t know, it just doesn’t work” isn’t a real answer.
Think of it like going to the hospital, you may not know what’s wrong with you but you do know the symptoms.
Now, describe your phones’ symptoms.
The more detailed you are, the greater the chance you have of finding a “cure.”
Have you tried resetting the phone?
Don’t be mistaken, this isn’t an episode of The IT Crowd.
As juvenile as it sounds, turning it off and on again fixes a lot of tech issues.
Just yesterday, my phone stopped dialing out of the blue.
The first thing I did was reset the system..
And, guess what.
It works again.
Okay, you’ve tried the quick fixes I mentioned earlier and they didn’t work.
Don’t fret, I still have two more things for you to try before you even think about calling your provider.
Provider Help Guides
The internet is a haven to anyone who needs advice fast.
From blog posts, to youtube videos - it’s awash with content created just for you.
Here are some examples:
See, you’re not alone.
Hundreds of people have flocked here with similar issues to yours.
Now you have access to pages upon pages of BT customers discussing their problems.
Luckily for you, many community members also list how they’ve resolved them.
So, what are you waiting for?
Find your suppliers community page (if they have one) and search your query now.
Oh, what was that?
Your supplier doesn’t have a community page?
Not a problem. Welcome to the wonderful world of YouTube.
From big company productions, to the lone wolf in their bedroom - millions of people upload content everyday.
With you in mind, a fraction of these uploads cover fixing phone faults.
One quick search can bring up hundreds of videos relevant to you.
It will be very hard to not find a help-guide relevant to you.
But, if that's the case, I have one more step for you.
This is it.
Your last attempt at self-help.
But don’t worry, this step is easy.
First, find your providers website.
Okay, next step.
Find the troubleshooting link (sometimes called fix and report, or something similar).
Can’t see it?
Don’t stress, it should be on their help page.
Okay, now you’ve found it - just click it.
Now sit back and relax as their system does the work for you.
It’s going to run a few quick tests to source the route of the issue.
If you’ve got this far, the system should tell you what to do next.
If you don’t have further instructions, or couldn’t find the troubleshooting option in the first place.
Read More: Business Telephone Systems
How To Contact My Provider
It’s as easy as ABC.
Granted you know who your provider is.
If you don’t, go find out.
Then we can carry on.
Phew, you found it!
Okay, now this all depends on who your provider is.
Maybe you have the option to chat online.
Or you might have to fill out a form and wait for a response (not cool, I know).
If all else fails, a trusty phone-call should do the trick.
Whatever their policy for reporting faults, it should be easily laid out to you on either their help or contact us page.
What Info Do I Need To Give Them?
Remember earlier, you read my 'What Info Do I Need To Take Note Of?' section.
Well, take another look.
The same questions apply.
Look at that section again for a full explanation, if you need one.
But here’s a quick recap.
- When did the problem start?
- What is the problem?
- Have you tried resetting the phone?
Obviously, you may have more things you want to tell them.
Every problem is unique and it’s up to you to decide what additional info you need to give them.
What If My Provider Didn’t Help?
Not all companies are willing to help.
But it happens.
Maybe the issue wasn’t properly fixed and keeps occurring?
Did you deal with a rude engineer that wasn’t happy to help?
Or maybe you’re just not happy with the service you received?
If (and I hope it isn’t) this is the case for you, there are a couple of steps to take:
1. Take It Higher
Everyone has a boss.
Find theirs and let them know what you didn’t like about the service.
Escalate the issue as high as it can possibly go to ensure you receive the service you deserve.
Ideally, the company will then issue an apology and fix their wrongdoing.
2. Report The Company
Did higher management not take your complaint seriously?
Well, you should contact the Telecommunications Industry Association (TIA).
These are the people that enforce the industry regulations.
If your provider doesn’t adhere to these standards, they could find themselves in a lot
I know, it’s not something we ever really want to do.
Especially when we believe that it’s a lot more hassle than it’s worth.
But that isn’t the case.
It’s now easier than ever to switch providers.
And let’s face it, the provider you’re with now are no good.
If they were, you wouldn’t be reading this article.
This may be your first problem with them - or it may be your 5th.
Either way, they’re not providing you with the excellent service they promised when you first signed up.
Did you know that my client's company experienced up to 47% more faults than their competitors just by sticking with our original provider?
They didn’t stick because they were loyal.
They were lazy.
That’s right, they spent £157 more than they needed a week just because my client thought switching providers would be a hassle.
You know what’s less hassle than 453 hours (yep, they logged them) of time spent complaining to our provider?
The 7 minute phone call it took to switch them.
I know what you’re thinking now.
You didn’t realise just how easy it was to switch.
You know you deserve more than the shoddy service you currently receive.
Plus, you’re not opposed to saving money right?
All the things you could save in the time it takes you to finish a cup of tea.
So, what are you waiting for?
I Want To Stop This Happening Again
Okay, you’ve finally solved the problem.
You don’t want it happening again, right?
Of course you don’t.
Are you confident that the provider fixed the phone to your expectations?
If they believe it could be an ongoing issue, you should have been informed.
You also may have been offered a replacement system.
If this wasn’t the case, you shouldn’t experience the problem again.
Unless the problem was something silly like your assistant forgetting to charge your phone, of course.
If you do experience any previously fixed problem again, look into switching providers.
But at least now you know the signs to look out for if you do experience any more issues.
Hey, maybe you could even fix it yourself again.
If you’re going to take away anything from this article, make it this.
Remember the Three P’s:
You need to know everything about your provider, otherwise you won’t know who to contact.
Researching the problem is even more important.
The more you know, the easier it is to fix.
You want to make sure this problem doesn’t appear again, right?
If there’s a chance it does recur, you now know the warning signs.
Now you’re prepared for next time.
If there is one.
Your phone broke and you want to switch to a more reliable company - but you don’t know which provider to pick?