Telephone Troubleshooting

How do I set up my telephone/data outlet?

 

Outlet Configurations
This illustration should be helpful to you when installing or disconnecting your phone, cable, and ResNet services.

All residence halls and houses on Greek Court have two ResNet data connections, the top right and the bottom left jacks. Your telephone line should always be plugged into the top left jack. Below is a diagram of the typical outlet.

outlet_diagram2

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I have no dial tone.

  • Have you signed up for local telephone service? This service is optional and your phone line will become active within 3-5 business days of applying for the service.
  • Check the wire connecting the phone to the jack in the wall. It is the obvious answer to the problem but sometimes that wire either gets loose or comes out of the jack completely, and if that happens a loss of dial tone can result.
  • Try a different phone and connection wire. This will help define if the problem is with the phone or with the jack or wire.
  • Email the ComTech Trouble Desk at: student_telecommunications@ncsu.edu. Please make sure that you include your residence hall, room number, phone number and name. Be very specific in describing the problem and what you have done to try to fix it.

 

I hear static on the line.

  • Check the wire connecting the phone to the jack. Jiggle it to see if the static gets better or worse. Is it firmly connected to the wall and phone?
  • Did you spill a drink on or near the phone or jack? Sometimes moisture can get into a wire and cause static. This usually improves as the moisture dries up.
  • Try a different connection wire and phone. Also try a combination of wires and phones (your phone with a new wire, someone else’s phone with your wire, someone else’s phone with a new wire, etc…)
  • Email the ComTech Trouble Desk at: student_telecommunications@ncsu.edu. Please make sure that you include your residence hall, room number, phone number and name. Be very specific in describing the problem and what you have done to try to fix it.

 

My cordless phone is giving me problems.
  • Make sure that you let your phone charge for a 24-hour period? Sometimes in transport phone batteries can die. Lack of battery power is usually the most common problem that students encounter with their cordless phones.
  • If you have static or interference on your phone line remember that your phone is one of potentially hundreds of cordless phones competing for a limited number of channels in your building alone. Factor in the number of other residence halls and office buildings around your phone and you can see the potential for interference. Most cordless phones have a “channel” option that enables you to change channels in the middle of your conversation. By changing channels you can potentially limit the static that you are experiencing on your phone.
  • The location of your phone base cradle also may help in your phone reception. The higher and further away you can keep the cradle from potential interference sources (such as a microwave) the better your signal should be.
  • When purchasing a cordless phone, note the frequency and range of the phone. 900 MHz phones have a better range and a clearer signal than lower frequency phones. The new GigaPhones have an even clearer signal than the 900 MHz phones.
  • Try testing your phone in another outlet in another room or borrow someone else’s phone to test in your outlet.
  • Email the ComTech Trouble Desk at student_telecommunications@ncsu.edu. Please make sure that you include your residence hall, room number, phone number and name. Be very specific in describing the problem and what you have done to try to fix it.

 

How do I use my phone features?
  1. Three Way Calling: To add a third party depress flash/tap, listen for the tone, dial the third party. When the party answers depress flash/tap and speak. Any one of the parties can hang up and the remaining parties can continue to converse.
  2. Call Return: To activate if the phone is not busy, listen for the dial tone, dial *69, and listen for the normal ring pattern. To activate if the line is busy, listen for the dial tone, dial *69, listen for a special announcement, hang up and listen for a special ring when the line is free. To cancel Call Return listen for the dial tone and dial *89. To block Call Return listen for the dial tone and dial *67.
  3. Caller ID: You are responsible for bringing your own Caller ID unit. Each unit works somewhat differently and you will need to follow your unit’s instruction manual. However, at NC State, the only information that will be displayed on a Caller ID unit is the phone number, when listed, of the party that is calling you. Names will not be displayed on the unit.
  4. Call Waiting: To hold a call and answer a second call listen for the tone, advise the present party of the waiting call, depress the switchhook and announce yourself. To alternate between calls depress the switchhook, and resume the conversation. You can alternate between parties as often as necessary. To return to a call on hold listen for the present party to hang up, depress switchhook and resume conversation. To deactivate the tone altogether dial 41 and listen for the second dial tone. The system will automatically reactivate when you hang up.

 

How do I navigate through the voice mail system?

 

My voice mail doesn’t answer.

  • Have you forwarded your calls? To cancel forwarding listen for the dial tone, dial 11#, listen for the tone again and hang up.
  • Email Customer Service at: customer_service@ncsu.edu. Please make sure that you include your residence hall, room number, phone number and name. Be very specific in describing the problem and what you have done to try to fix it.

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I want to change the number of rings.

  • Changing the ring amount has to be done through ComTech Customer Service. You can contact Customer Service by calling 515-7099, option 3, or via email: customer_service@ncsu.edu. Please make sure that you include your residence hall, room number, phone number, name and the amount of rings that you would like your voice mail to pick up on. Be very specific.

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I hear continuous beeping.

  • Try clearing and deleting your voice mail messages. To do this press 7 at the conclusion of your message.
  • Contact Student Services at 515-7099, option 1, and ask to have your voice mail reset. This process takes 1-3 business days to complete.
  • If, after you have had your voice mail reset, you still get the continuous beeping, you need to contact Customer Service at 515-7099, option 3, or via email: customer_service@ncsu.edu. Please make sure that you include your residence hall, room number, phone number and name. Be very specific in describing the problem.

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I forgot my password.

  • Contact Student Services at 515-7099, option 1, to have your password reset. This process takes 1-3 business days.

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Do I need to reset my voice mail?

  • You may need to reset your voice mail for several different reasons such as forgetting your password, your roommate moving out, the system locking up, etc. Student Services will reset it for you when you contact them. To do so, call 515-7099, option 1, and say that you need to have your voice mail reset.

 

What if these troubleshooting items didn’t help?

Still having problems? Use any of these options for further help:

  • Visit the Walk-in Center in the West Dunn Building
  • Email ComTech Student Services
  • Call the Walk-in Center at (919) 515-7099, Option 1 between 8:00 and 17:00, Monday-Friday
  • Chat with us at AOL IM screen name NCSUCmTch

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