University Systems help centre
Telephone service issues
To report issues with your telephone, contact the Voice Services Office at local 8555 or email firstname.lastname@example.org. If you reach voicemail, please leave the following details and your call will be returned as soon as possible:
- the local (phone number), building, and room number of the affected phone;
- a brief description of the problem; and
- your contact information (including an alternate phone number if your phone is out of service).
Frequently asked questions
The following are some common phone issues that may be resolved by the client:
- Why doesn't my phone have a dial tone?
Check that the telephone set has been plugged into the correct telephone jack. Each jack is configured for a particular local, therefore a set cannot be moved from its originating jack to another jack without notifying Network Services. Also, if you have a digital phone, ensure that it is plugged in; unplugged phones can lose their configuration. Contact the Switchboard Supervisor at 8555 and report the problem. A charge may be applied to reconfigure the set.
- What do I do if my phone isn't ringing?
Check that the volume of your ring tone isn't set to the lowest volume. Locate the volume control button and adjust accordingly. Also ensure that you don't have call forwarding set. Your phone won't ring if you're fowarding all calls to another local or to voicemail.
- Why do I get a "fast busy" tone whenever I call another UVic local?
The UVic local xxxx has set "call forward" to local yyyy, and local yyyy has set "call forward" to xxxx. This is a conflict, causing the telephone switch to not know where to route the caller. Contact the users xxxx and yyyy and have them deactivate the "call forward" feature.
- What do I do if I am unable to dial a particular phone number?
It could be that the "class of service" configured for your phone prevents you from dialing the type of call you wish to make. If you have the correct "class of service" and the number still won't go through, it could be a network problem, in which case you should contact the Switchboard Supervisor at local 8555 or the Operator at 0.
- Whenever I pick up the phone I hear a tone. Could it be a fax or modem?
If it is a fax machine calling, transfer the call to a UVic local that you know has a fax machine connected to it. This is done the next time you pick up your phone and hear the fax tone. If the transfer function doesn't work, then the tone could be from a modem, in which case you will have ignore the call.
Note: Many fax machines are configured to redial 7-10 times if the transmission has not been successful. The fax machine should have this parameter adjusted to 0 or 1. If a fax hasn't been transmitted, the problem is usually user or hardware related. It could be that the sender has an incorrect number or the receiving fax machine is not connected, out of paper, or is experiencing issues. These problems should be resolved after the first failed attempt rather than after 7-10 failed attempts.
You may also experience telephone performance issues (i.e. static) if your phone hasn't been cleaned in a while. For more information, see Best practices for cleaning your phone.
- Best practices for cleaning your phone
- Billing: Voice Service Charges Viewer
- Call flow patterns and options
- Calling cards
- Dialing information
- Frequently asked questions (FAQ)
- Installing a fax machine
- Long distance privileges and authorization codes
- Long distance rates
- Making conference calls
- Manuals and reference guides
- Move or change the configuration of a local
- Ongoing telephone (VoIP) service rates
- Order a new analogue line
- Order a VoIP phone
- Public access telephones
- Telephone service issues
- Toll-free service
- Update your personal UVic directory listing
- Voice services billing information
- VoIP self services