If you have a complete phone outage and are unable to make or receive calls on any of your phones, you can submit a request to firstname.lastname@example.org, or call 845-335-1300 and select option 1 for Support. We will handle the request as soon as possible. Please provide a cell phone number, or some way that we can reach you to help with troubleshooting.
You can try to identify the problem by looking on your phone's main screen. If you see one of the following messages on your phone's main screen, you can refer to it in your email or in the call to help us identify the problem:
You will see this message if you have an internet outage.
Keep in mind that your phones function through an internet connection, so if your internet service provider (ISP) is experiencing an outage in your area, then you will also experience an outage with your phones. We are actively monitoring your network connectivity in our main office, and we will be able to see in real time if you are experiencing network outage. We can work with your ISP to help resolve the issue in your behalf.
Once the issue is resolved, you may need to reboot your phones to get them working properly again.
LAN Cable Disconnected
You will see this message if the LAN cable has been removed or is no longer plugged in to the back of the phone. Check the connection on the back of the phone and make sure the network/ethernet cable is securely connected to the LAN port (shown below in red) on the back of the phone.
Phone Extension Unregistered
If you see the Line buttons display as red on your phone's screen as shown above, phone is no longer registered to, or contacting, the Masiero Network. This may happen because of a network configuration change or error with the phone's configuration. You can try rebooting the phone to solve this or you can contact us and provide the phone's extension and we can review the situation remotely.
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