Telephone Services - Troubleshooting

Common Problems


Details

No dial tone

  • Verify that the volume on the phone (handset and/or speaker) is turned up.
  • If you are using a headset, verify the volume on your headset is turned up. Also, make sure the headset-handset toggle button indicates that the headset is on.
  • Verify that the line and handset cords are plugged in securely at each end.
  • If you live in Undergraduate Residence Halls on Columbus Campus: In addition to the wall phone, there are two extra jacks in each room. Only one of the two jacks is active with the same number as the wall phone so that you can plug in an extra phone. The other jack is not active. The inactive jack can be activated as a second phone line upon request and will be billable to the person ordering service.
  • Remove any devices such as answering machines, fax machines, modems, etc. and plug the telephone directly into the jack. If you still do not have dial tone, you may need a repair.
  • If you have multiple telephones with the same number, check all telephones to make sure they are plugged in properly and that the handset is not off the hook.
    • If no dial tone exists on all phones, you should open a repair.
    • If the other phone(s) have dial tone, you may have a bad phone that needs replaced. If you lease your telephone from OIT, open a repair. If you own your phone, you may need to replace it.
  • Try plugging in another similar telephone into your telephone jack.
    • If the second phone does not work, open a repair.
    • If the second phone works and you have a leased phone from OIT, open up a repair. If you own your telephone, you may need to replace it.
  • If you have a two-line telephone, note that most two-line phones require power to have dial tone to the second line. Make sure the power cord is plugged securely into the phone and in the power outlet.

Cannot receive calls

  • Verify that the ringer on your phone is set to the on position.
    • If you have a beige wall phone from OIT, the ringer switch is located on the side of the phone. Make sure the switch is in the down position for the ringer to be on.
  • If you have the Call Forward Programmable feature, hang up your phone, pick up your handset, and dial *70 to disable the feature.
  • Remove any devices such as answering machines, fax machines, modems, etc., and plug the telephone directly into the jack. If you still cannot receive calls, you may need a repair.
  • Try plugging in another similar telephone into your telephone jack.
    • If the second phone does let you receive calls, open a repair.
    • If the second phone does receive incoming calls and you have a leased phone from OIT, open up a repair. If you own your telephone, you may need to replace it.

Cannot place calls

  • Verify that the line and handset cords are plugged in securely at each end.
  • Remove any devices such as answering machines, fax machines, modems, etc. and plug the telephone directly into the jack. If you cannot call out, you may need a repair.
  • If you have multiple telephones with the same number, check all telephones to make sure they are plugged in properly and that the handset is not off the hook.
  • Try plugging in another similar telephone into your telephone jack.
    • If the second phone does not let you call out, open a repair.
    • If the second phone does let you place calls and you have a leased phone from OIT, open up a repair. If you own your telephone, you may need to replace it.
  • Make sure you are dialing correctly. If you are calling from a campus phone:
    • If you are dialing a local, off campus number, you must dial 9 then thetelephone number. Do not pause for dial tone after dialing 9 before entering the phone number.
    • If you are dialing a campus extension, you must dial the last five digits of the telephone number. For example, if the number is 614-688-4357, dial 8-4357.
    • If you are dialing a toll free number (begins with 800, 866, 877, or 888), you must first dial 9 + 1, and then the 10 digit number.
    • If you are dialing a long distance number, click here.
  • If your telephone has a switch on it that says Tone or Pulse, make sure Tonedialing is selected. Tone (or touch-tone) dialing is required for the following scenarios:
    • Dialing into Voice Mail.
    • Trying to activate an OIT telephone feature.
    • Placing a long distance call with your OIT Authorization Code.
    • Calling a number that has an interactive, automated response system (e.g., "Press 1 for Repair, Press 2 for Billing," etc.).
  • Business customers: If the keypad on your phone is locking up, unplug the electrical cord from the phone; then, plug the cord back in to see if it clears the problem.
  • Business customers: If you have a phone that allows you to enable ordisable the keypad through programming options, make sure that the keypad isenabled. For additional assistance, refer to the instructional manual for your phone. If you have a leased phone from OIT, click here for user instructions.

Static

  • Static is primarily caused by a loose or bad telephone cord (handset or line). Check all cords attached to your phone by wiggling each back and forth. If you hear static when wiggling one of the cords, or if the cord does not stay connected properly, the cord may need replaced.
    • If you have a leased phone from OIT, open a repair to have the problem cord replaced.
    • If you own your telephone, you may need to purchase a new cord.
  • Remove any devices such as answering machines, fax machines, modems, etc. and plug the telephone directly into the jack. Also, check all cords attached to your peripheral equipment to make sure they are attached securely and not the cause of the static. If you still have a static problem, you may need to open a repair.
  • If you have multiple telephones with the same number, check all telephones to determine if the static problem is related to just one phone or all. If you hear static from all phones with the same phone number, the static is probably coming from the phone line, and you should open a repair.
  • Try plugging in another similar telephone into your telephone jack.
    • If you hear static with the second phone, the problem may be the phone line and you should open a repair.
    • If you do not hear static with the second phone, the problem may be in the first phone or cords. If you have a leased phone from OIT, open a repair. If you own your telephone, you may need to replace it or the cord

Cannot make long-distance calls

  • Verify that you are dialing correctly. Click here for instructions on how to dial a domestic long distance call from your location. Click here for international long distance dialing instructions.
  • If your telephone has a switch on it that says Tone or Pulse, make sure Tone dialing is selected. Tone (or touch-tone) dialing is required for placing a long distance call with your authorization code and/or PIN.
  • From campus, if you do not get dial tone immediately after entering 1 plus your authorization code, your authorization code may be deactivated or the phone from which you are calling may be restricted from placing long distance calls. Try using your authorization code from a different campus telephone. If it does not work, you may need to open a repair.
  • From off campus, if you hear a message stating, "Your authorization code is not valid," there is a problem with the authorization code entered. You may need to open a repair.
  • From off campus, if you hear the message, "The PIN entered is not valid," there is a problem with the PIN entered. You may need to open a repair.
  • If you hear a fast busy tone or a message stating "All circuits are busy" when dialing into OIT Long Distance system, wait a few minutes, and then try your call again. If the problem still exists, open a repair.
  • If you hear a message stating, "Due to the status of your OIT account, your call cannot be completed," there is a problem with your OIT account (e.g., past due, over credit limit, etc.). You can check the status of your account with our Online Account Management System or by calling our Automated Customer Service Line at 614-292-9454. If your account is not past due or over its credit limit, you may to open a repair or contact an OIT Representative at 614-688-4357  during business hours for assistance.
  • If you are using your authorization code to send a fax, you may need to refer to the instruction manual for your fax machine. Generally, fax machines do not recognize authorization codes and tones/pauses that are required before and after the auth code. Therefore, you will need to create the tones and pauses needed. Some fax machines have a pause button to do this.
    • If your fax machine has a pause button:
      • Dial 1 and then press the pause button. Next, enter yourauthorization code, and then, press the pause button again. Finally, enter the long distance number, and then press the send button.
      • If your fax machine does not have a pause button, wait several seconds after dialing 1 before entering your authorization code, and again wait several seconds before entering the phone number.
  • If you are using your authorization code to send a fax to an international country, you may need to verify how many digits your fax machine can accept. Some machines have a digit limitation, and using your authorization code could put you over the digit limit of the machine. In this case, you may need to send the fax by dialing the number directly (without an authorization code).

Business customers, if you are dialing direct (not using an authorization code) to place a long distance call:

  • Verify that you are dialing correctly.
    • Domestic long distance calling from campus phones
      • Dial 9 + 1 + area code + 7-digit phone number
    • International long distance calling from campus phones:
      • Dial 9 + 011 + city code + country code + 7-digit phone number
        NOTE: Do not pause for dial tone after dialing 9.
  • If you are still unable to place a direct dial long distance call from your campus phone, your phone may only allow certain types of outgoing calls, such as campus and local only calling, or authorization code long distance calling. Check with your department's OIT coordinator for assistance.

Telephone keypad is not working

  • Business customers, if the keypad on your phone is locking up, unplug the electrical cord from the phone; then, plug the cord back in to see if it clears the problem.
  • Business customers, if you have a phone that allows you to enable ordisable the keypad through programming options, make sure that the keypad isenabled. For additional assistance, refer to the instructional manual for your telephone. If you have a leased OIT business phone, click here for user instructions.

Phone not ringing

  • Verify the ringer on your phone is set to the on position.
    • If you have a beige wall phone from OIT, the ringer switch is located on the side of the phone. Make sure the switch is in the down position for the ringer to be on.
  • If you have the Call Forward Programmable feature (CFI) on your telephone, you may need to deactivate the feature. Click here for feature instructions.

Phone not working

  • Verify that the volume on the phone (handset and/or speaker) is turned up.
  • If you are using a headset, verify the volume on your headset is turned up. Also, make sure the headset-handset toggle button indicates that the headset ison.
  • Verify that the line cord and handset cord is plugged in securely at each end.
  • If you live in Undergraduate Residence Halls on Columbus Campus:In addition to the wall phone, there are two extra jacks in each room. Only one of the two jacks is active with the same number as the wall phone so that you can plug in an extra phone. The other jack is not active. The inactive jack can be activated as a second phone line upon request and will be billable to the person ordering service.
  • Remove any devices such as answering machines, fax machines, modems, etc. and plug the telephone directly into the jack. If your phone is still do not working, you may need a repair.
  • If you have multiple telephones with the same number, check all telephones to make sure they are plugged in properly and that the handset is not off the hook.
    • If no phones are working, you should open a repair.
    • If the other phone(s) are working, you may have a bad phone that needs replaced. If you lease your telephone from OIT, open a repair. If you own your phone, you may need to replace it.
  • Try plugging in another similar telephone into your telephone jack.
    • If the second phone does not work, open a repair.
    • If the second phone works and you have a leased phone from OIT, open a repair. If you own your telephone, you may need to replace it.
  • If you have a two-line telephone, note that most two-line phones require power to have dial tone to the second line. Make sure the power cord is plugged securely into the phone and in the power outlet.

Stutter or irregular dial tone

  • If you have Voice Mail and hear something like a broken or stutter dial tonewhen lifting your handset, it may be indicating that you have new Voice Mail messages to retrieve. Stutter dial tone is the Message Waiting Indicator for campus phones that have Voice Mail, but do not have a Message Waiting Light Indicator. The stutter (irregular) dial tone will go away after retrieving and playing your new Voice Mail messages.
    • Customers who have Shared Voice Mailboxes or Shared Phone Service such as residence hall students will hear stutter dial tone until all new messages have been played by all individuals sharing the service

No message waiting light to indicate voice mail

 

  • Student message-waiting indicator for voice mail is a stutter dial tone, not a message waiting light.