Tech Support
Tech Support helps you with technical problems on your PhoneNet service. This includes hosted lines and office codes.
Like all PhoneNet departments, volunteers staff Tech Support and we do not have set hours.
What Tech Support Does
Tech Support can help with:
- Connection problems. For example, a device that does not register, or a switch that cannot connect to PhoneNet.
- Call problems. For example, calls that fail, one-way audio, no audio, or poor audio quality.
- Device and PBX configuration. We can help you configure a supported device, or configure your PBX for an office code.
- Auto provisioned devices. Problems with provisioning or firmware on the Avaya and Cisco devices that PhoneNet provisions.
- Features. Problems with voicemail, conferencing, and other features.
- Connection details. If you no longer have the connection details for your service, we can send them to you again.
What Tech Support Does Not Do
For other types of request, contact the correct department:
- For new services, changes to a service, class of service, numbers, or cancellations, contact the Business Office.
- If you operate another network and want to discuss an interconnect, contact the Network Operations Centre.
- For help to reach another PhoneNet user, call the Switchboard.
Before You Contact Tech Support
- Check Service Status for current advisories and maintenance.
- Read the Knowledge Base pages for your device or system, and the configuration guides.
- For general questions, ask in the #phonenet-help channel on our Discord server or in the PhoneNet Community. Our team and other members can often help.
What to Include in Your Request
To help us find the problem, include this information in your request:
- Your PhoneNet number or office code.
- The make and model of your device or PBX, and the firmware or software version.
- For call problems, the date, time, and time zone of the call, the number that you called from, and the number that you called.
- What occurred, and what you expected to occur.
- Logs or packet captures if you have them. For example, SIP debug output from your PBX.
Warning
Remove passwords and secrets from logs before you send them.
Contact Tech Support
| Method | Details |
|---|---|
| Telephone | 791-1100 |
| support@phonenet.net | |
| Service Desk | support.phonenet.net |
If your PhoneNet line does not operate, you cannot use it to call Tech Support. Use the Service Desk or email, or call from a different line. If you call from the PSTN or another community network, refer to our inbound numbers.
For most problems, use the Service Desk. It keeps a record of your request and the information that you send us.