Phone and Internet Troubleshooting

Something not working? Most problems are fixed with a restart. To restart internet equipment, unplug the power cord, wait 30 seconds, then plug it back in. Please do not press any Reset button. It can erase settings and take your phones offline. Follow these steps in order. If you get stuck, there is a request form at the bottom of this page.

Step 1: Check your internet

Start here, because your phones need a working internet connection.

Test it: on a computer or cell phone connected to your office WiFi (not cell data), open a website such as CarrierBridgeConsulting.com.

The website loads: your internet is working. Go to Step 2.

The website does not load: keep going below.

First, check the basics:

Make sure every power strip is switched on and plugged in.

Make sure the network switch (the small box with many cables) has its power cord plugged in and its lights on.

Make sure the Ethernet cables are pushed in firmly at both ends, at the wall, the switch, and the router.

If the basics look fine, find your internet provider below. This is for internet only. You will need your account number (called a BAN) and your account PIN to speak with your provider. Keep them handy, or take a photo of your bill and keep it on your phone.

If your power went out recently, give everything 10 minutes to come back on its own before you restart anything.

Step 2: Check your phones

Your internet is working, but a phone is not. First decide: is it one phone, or all phones?

One phone is down (the others work):

Unplug the cable from the back of that phone for 10 seconds.

Plug it back in.

Wait up to 5 minutes for the phone to fully start. The screen will show the time or your line when it is ready.

Check that every cord on the back of the phone is plugged in snug.

All phones are down: do not unplug each phone.

Make sure the network switch has power and its lights are on.

Make sure every power strip is switched on.

Make sure the Ethernet cable from the router to the switch is firm at both ends.

Wait 5 minutes.

Still not working? Go to Step 5. If all phones are down, tell us that in your request.

Step 3: Cordless phones

Use this if your cordless handsets are the problem.

Place the handset on its base for a few minutes to charge, and move it closer to the base.

Make sure the base has its power cord and its Ethernet cable plugged in.

Restart the base: unplug its power cord for 10 seconds, plug it back in, and wait up to 5 minutes.

Still not working? Go to Step 5.

Step 4: E-fax

If you cannot receive a fax:

Check the junk or spam folder of the email address that receives your faxes.

Ask the sender to confirm they dialed your full fax number, including the area code.

Ask the sender to send the fax again as a PDF.

If you cannot send a fax:

Dial the full 10 digit fax number, including the area code.

Send the document as a PDF.

Try again. If an error message appears, take a photo or screenshot of it and send it with your request.

Still not working? Go to Step 5.

Step 5: Tried everything. Still not working?

Thanks for trying all of the steps above.

If your internet is down, please call your internet provider first.

If the problem is still not fixed, open a ticket below and our support team will review it.

A ticket is for phone or fax problems that the steps above did not fix, or an internet problem your provider could not solve.

When you open a ticket, please include your business name, the phone or number affected, what is not working and when it started, and what you already tried.