Troubleshooting

Your Business Phone Line

If your business phone line is not working properly, here are some reasons why you may be having problems and what you can do to fix them.

Business phone line - Troubleshooting Tips

I don’t hear a dial tone

If you don’t hear a dial tone on your office phone line, but you hear other sounds or none at all, please follow these troubleshooting tips:

Beeping

  1. If you have Voice Mail on your phone line, the beeping is an indication that you have a message waiting. To stop the beeping, you must retrieve your message. Dial your message retrieval number, and once the call is started, the beeping will go away.
  2. If you have a cordless phone and your voice mail has been cleared, the beep on the line may be an indication of a low battery.

Warble sound

  1. If you have a fax machine attached to your office phone line, this sound indicates that a message is being transmitted.

Static

  1. If you have a cordless phone that is dead, it may tie up the phone line and cause the static sound.
  2. 2. If you have a computer connected to your office phone line and you are connected to the internet using a dial-up connection, you will hear static instead of the dial tone. You must disconnect from the internet before placing a call.

No sound

  1. If you have no sound on your line, the trouble could be originating with your telephone equipment. Please refer to Telus Business Phone Line Equipment - Troubleshooting below.

I am not getting any phone calls

If you haven’t been receiving calls, this could be caused by your phone or equipment, or it may have something to do with your call feature settings.

  1. Refer to Telus Business Phone Line Equipment - Troubleshooting below
  2. If you subscribe to Call Forwarding, this service may be activated and your calls are being received at another location.
    How to Deactivate your Call Forwarding
    1. Dial *73
    2. You will hear two beeps
    3. Hang up
  3. If you have Voice Mail on your business phone line, the number of rings may be set to less than two and your calls are being forwarded directly to your Voice Mailbox.
    1. Change the number of rings by following these steps:
      1. Dial *94
      2. Press the digit (2-9) that corresponds with the desired number of rings
      3. Hang up
  4. If the problem continues, please contact TELUS Business Line Repair

The phone is not ringing at the receiving end

  1. Check the ringer switch to see if bells have been turned down or off. Turn the ringer back on or up if required.

Business phone line equipment - troubleshooting

If you have only one piece of phone equipment with one jack that is experiencing a problem, please follow the steps below:

  1. Unplug the affected phone from the wall jack and electrical outlet (if applicable), and leave it unplugged for 60 seconds.
  2. Plug a different phone into the same wall jack.
  3. If the problem goes away after you have done this, it is probably caused by your original telephone.
  4. If the problem continues, it is most likely an issue with your jack. Please contact TELUS Business Line Repair

If you are experiencing a problem with more than one piece of TELUS Business Phone Line equipment, follow these steps:

  1. Unplug all your office phone equipment (including fax machines, modems, splitters, extension cords, etc.) from all wall jacks and electrical outlets.
  2. Leave everything unplugged for a minimum of 60 seconds.
  3. Plug in one telephone (this should not be a cordless phone).
  4. Check to see if the problem still exists.
  5. If the problem is no longer present, begin plugging your phone equipment back in, one piece at a time. Each time, after you add a piece of equipment, check to see if the problem exists.
  6. If the problem reoccurs after adding a piece of equipment, remove that piece of equipment from the jack. This is likely the cause of your trouble and you should have it checked or replaced.
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