To begin your basic phone troubleshooting process, determine whether the issue is affecting all users or a single user. If the issue is affecting all users, this would be a network-related issue. Reboot your router or contact your ISP or our support team for further assistance. If the crackling or echo is affecting a single user, follow these simple steps below:
1. There may be issues with the physical handset normally associated with the curly cord. Ensure cables are undamaged and plugged in securely. We recommend trying an alternative curly cord instead. If you are using wireless handsets, ensure the user is in range of the base station while taking calls to minimise interference.
2. If there are no issues with your curly cord, you may be experiencing a hardware issue. Try rebooting the device and make some test calls to determine if the problem is resolved.
3. Next, double-check to ensure your wireless or corded headset is configured correctly. If you are using a physical desk phone with a headset attached, place a test call with the hand piece to rule out a headset issue. If you have a Jet phone application, test a call using an alternative headset, reboot your PC and ensure you have the correct headset manufacturers drivers installed.
4. If there are no issues with the above, to determine the issues relates to your network connection, try using an alternative connectivity source. If you are using a fixed connection like fibre internet, connect your device to a mobile hotspot and test. If you are using a 4G or wireless connection, test using a fixed connection if possible.
If the problem persists despite completing these basic troubleshooting steps, contact your ISP or our support team for further assistance.
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