Customer Support > Telephone Troubleshooting
If you are experiencing difficulty with your phone service, we ask that you follow the steps outlined below under "Testing Your Own Equipment" to troubleshoot the problem yourself. If you are unable to identify the source of the problem or you are sure the malfunction is the result of our equipment, please contact 540-0007 (24 Hours a Day).
Your Phone Isn’t Working?
Problems with your telephone service can be caused by our lines or switching equipment - or there may be something wrong with one or more of your telephones. The source of the problem can make an important difference to you.
When you call our Service Center with a service problem, we’ll do our best to locate and clear the trouble. If it’s found to be in our lines or switching equipment, we will take quick action to correct the problem, and, of course, there is no charge. If you determine that the source of the problem is the telephone that you own, then you should follow the instructions on the warranty for repair.
There is a charge that is applied when our repair person makes a trip to your house or office, at your request, and finds the trouble with your telephone service is due to a problem in your customer owned equipment, including jacks and inside wiring. To avoid these charges we have a Wire Maintenance Plan available at a reasonable monthly rate.
Testing Your Own Equipment
Customers are responsible for testing their own equipment. If a customer calls in a trouble without testing privately owned equipment, a service charge could result.
The quickest way to check your own equipment is by using the NID (network interface device) on the outside of your house. If you have trouble locating the NID please call us at 540-0007.
- Open the NID, and disconnect the plug inside by squeezing the clip with your thumb and forefinger and gently pulling it out.
- Now plug your phone(s) into this jack inside the NID. If the phone(s) work, the problem probably is in your inside jacks and/or wiring. The repair is your responsibility.
If your phone does not work at the NID, it is advisable to check your phone at a nearby location such as a neighbors home where you know all the phones, jacks, and wiring are functioning properly.
If your phone does not work at the NID but does works at that location the problem is probably in our equipment. Call in the trouble, and we will take care of the problem as quickly as possible.
If your phone works fine at the NID, here are some tips to help you solve the problem without incurring charges that come with a site visit from our technicians.
Additional Troubleshooting Tips
We’d like to help you avoid a Maintenance Visit Charge by using the following check list before calling the Service Center. These tests can help you determine why your phone isn't working properly:
- Check to see if all of your telephones are hung up.
- Perform a visual inspection of all exposed wiring and connections for damage or loose connections.
- When there is more than one outlet, check each instrument at each outlet to determine if proper operation can be obtained from any outlet. If proper operation is obtained from any outlet, the trouble has been isolated to an instrument or house wiring.
- In order to isolate jack or house wiring problems, simply move a working telephone to each outlet in the house to determine which location is causing the trouble.
If you determine the problem is in your own telephone set:
Follow the instructions on your warranty or contact your equipment retailer.
If The Problem Is In Your Jack Or The Wire That Runs Through Your Home Or Office:
You have three options:
- You can call Burlington Telecom. If you subscribe to our optional Wire Maintenance Plan, we will repair your jack or inside wiring at no charge. If you don't subscribe, we will be happy to repair the problem, however, we will charge you a maintenance visit charge as well as labor and materials.
- You are welcome to hire an independent contractor or home repair expert to repair your jack or inside wiring.
- You can repair the problem yourself.
If problem is determined to be ours—in the outside lines and/or switching equipment call the repair service number 540-0007
Customer Service Hours:
Monday-Friday, 8 AM to 6 PM
Help Desk Hours:
Monday-Saturday, 8 AM to 10 PM
Sunday, 10 AM to 6 PM
Office Fax:
(802) 652-4220
Mailing Address:
200 Church Street
Burlington, VT 05401
Closed Captioning Questions:
Phone: (802) 540-0007
Fax: (802) 652-4220
Email:
closedcaptioning
@burlingtontelecom.com
Mail:
James Wemette
Interim Division Manager
of Network Operations
Burlington Telecom
200 Church Steet
Burlington, VT 05401
