Office Power Issues

If your office loses power, your cloud phone system remains online, but your desk phones may not.

There are two ways to continue receiving business calls during a power outage:

1. TotalBC Mobile App

If you already have the CallNet Mobile App (Communicator Go) installed, you can continue making and receiving business calls using your mobile phone.

2. Phone Down Routing

If your extensions have Phone Down Routing configured, our cloud phone system will automatically send calls to your designated backup number (such as your cell phone or a different office number). When power is restored, calls will automatically return to your desk phones.

Download Communicator GO (Latest Version) from the Apple App Store or Google Play Store. (Power)

Once installed, click Continue and we'll create a support request so one of our technicians can activate and configure the app for you.

Phone Down Routing Details (Power)

Please enter each extension that should automatically forward during a power or Internet outage, along with the phone number where calls should be routed.

If your office Internet connection is unreliable or unavailable, your cloud phone system remains online, but your desk phones may not be able to connect.

There are two ways to continue receiving business calls during an Internet outage:

1. TotalBC Mobile App

If you already have the TotalBC Mobile App (Communicator GO) installed, you can continue making and receiving business calls using your mobile phone over your cellular connection or another Internet connection.

2. Phone Down Routing

If your extensions have Phone Down Routing configured, our cloud phone system will automatically forward calls to your designated backup number (such as your cell phone or another office number). Once your Internet connection is restored, calls will automatically return to your desk phones.

TotalBC Mobile App (Internet)

Please download Communicator GO (Latest Version) from the Apple App Store or Google Play Store before your support appointment.

Once installed, one of our technicians will configure and activate the app for your extension.

Phone Down Routing Details (Internet)

Please enter each extension that should automatically forward during a power or Internet outage, along with the phone number where calls should be routed.

Calling Issues

Please select the option below that best describes the calling issue you are experiencing. We'll ask a few additional questions to help our technicians diagnose the problem before contacting you.

We'll email you the appropriate setup instructions.

Please provide your extension number below. After reviewing your request, we'll email you the instructions you need to sign in or set up the Mobile App or Desktop App on your new device. If additional assistance is needed, one of our technicians will contact you.

Unable to Make Outbound Calls

Please answer the following questions to help us determine why you're unable to place outbound calls.

Please describe the work that was performed.
Examples: ISP replaced the modem, IT company installed a new firewall, a network switch was replaced, Internet service was upgraded, or new cabling was installed.

Let’s gather a few details about the affected extension or extensions.

The following questions will help our technicians determine whether the issue is related to the phone, the application, or the extension configuration.

Please describe the work that was performed.

Examples: ISP replaced the modem, a new firewall or router was installed, network switches were replaced, Internet service was upgraded, or other network equipment was changed.

Let's gather a few details about the affected extension or extensions.

The following questions will help our technicians determine whether the issue is related to the phone, the application, or the extension configuration.

Please check the Wi-Fi status on your desk phone.

Look at the top of your phone's display.

If you see a Wi-Fi icon with a slash through it or a question mark (?), your phone is not properly connected to the wireless network.

The next question will help us identify what you see.

Your desk phone does not appear to be connected to the Wi-Fi network.

Before submitting your support request, please try reconnecting your phone to your Wi-Fi network.

1. On your desk phone, press Menu.
2. Navigate to System → Wi-Fi Settings.
3. Make sure Wi-Fi is Enabled.
4. Select Scan.
5. Choose your office Wi-Fi network from the list.
6. Enter the Wi-Fi password if prompted.

If your phone reconnects successfully, test whether the issue has been resolved.

If your phone is unable to reconnect to your office Wi-Fi, please contact your IT department or network administrator.

This is typically caused by a Wi-Fi network, password, or wireless configuration issue rather than the phone itself.

If the issue continues after your Wi-Fi connection has been restored, please continue submitting this support request.

Please check the phone status icon.

Look at the upper-left corner of your phone's display.

The phone icon indicates whether your desk phone is connected to the phone system.

Your desk phone is not currently connected to the phone system.

Let's check whether your phone has received an IP address.

1. Press and hold the UP ARROW button for approximately 3 seconds.
2. The phone should display its IPv4 address.
3. It will look similar to: 192.168.10.12
   
   

The next question will ask you to enter the IP address displayed on your phone.

Great! Your phone has successfully received an IP address.

Please try the following:

1. Reboot your desk phone.
2. Allow a full 5 minutes for the phone to fully start and reconnect (it may reboot a couple of times)
3. Check whether the phone icon changes from Red to Green.

If the phone reconnects successfully, test your phone again.

If the phone icon remains Red after 5 minutes, please continue submitting this support request.

Great! Your phone has successfully reconnected to the phone system.

Please test your phone to verify that it is working normally.

If this problem continues to occur and you find yourself rebooting the phone multiple times within a week, please contact TotalBC Support at 866-673-8682. Your phone should not require frequent reboots to stay connected.

Your phone is receiving an IP address, but it is still unable to connect to the phone system.

This usually indicates that the phone has network connectivity but is unable to register with the phone system.

Please continue submitting this support request. The information you've provided will help our technicians diagnose the issue more quickly.

Your desk phone is not receiving an IP address from the network.

Please replace the Ethernet cable connected to the phone.

The correct cable is plugged into the network port marked with the two-computer icon, located closest to the power connection.

After replacing the cable, allow the phone up to 5 minutes to reconnect.

Great! Your phone has successfully reconnected to the phone system.

Please test your phone to verify it is working correctly.

You had a bad patch cable, you may want to inform your IT company/dept so that you can one to replace the one you just used.

We've completed the recommended troubleshooting steps for your desk phone.

Based on the information you've provided, your phone is still unable to connect to the network.

Please continue submitting this support request. The information you've provided will help our technicians diagnose the issue more quickly.

If your business is currently unable to make or receive calls and you require immediate assistance, please contact TotalBC Support at 866-673-8682.

Before we open a support request, let's perform one quick test.

1. Turn Wi-Fi OFF on your mobile phone.
2. Verify that your phone is using your cellular/mobile data connection.
3. Open the Communicator Go Mobile App.
4. Place or receive a test call.
   
   

The next question will ask whether turning off Wi-Fi resolved the issue.

Great! Your Mobile App is working correctly over your cellular data connection.

This usually indicates a problem with your Wi-Fi network rather than the Mobile App.

Your test has shown that the Mobile App is working correctly. When your phone is connected to your Wi-Fi network, something on the network is likely preventing the app from working properly. This can sometimes be caused by a firewall, router, DNS, or other network configuration.

Please contact your IT department or network administrator to review your Wi-Fi, firewall, and router configuration.

If your IT department is unable to resolve the issue, or if you would like TotalBC to assist with troubleshooting your network, please contact us at 866-673-8682.

Before submitting your support request, please verify that the computer experiencing the issue is connected to the Internet.

Open a web browser and visit a website such as https://tf.nist.gov/tf-cgi/servers.cgi
or a website you normally don't visit.

If you are unable to access websites, please contact your IT department or network administrator to restore your Internet connection before continuing.

If your computer is connected to the Internet and the Desktop App is still experiencing issues, please continue with the next question.

The computer does not appear to have an active Internet connection.

Please contact your IT department or network administrator to restore the computer’s Internet connection.

The Desktop App cannot make or receive calls without Internet access.

Once the Internet connection is restored, test the Desktop App again.

Ok apologize you are still having the issue of not currently signed in to the Desktop App.

Please try signing in using your email and password.

If you do not know your password, recently changed computers, or are unable to sign in, please continue submitting this support request. Our technicians will assist you with restoring access to your Desktop App.

We'll ask a few questions to help identify the problem with your desk phone.

Please answer the following questions as accurately as possible. This information will help our technicians diagnose the issue more quickly.

Please restart your desk phone by unplugging the power cable (or the network cable if your phone receives power over Ethernet), wait 30 seconds, and then reconnect it.

Your Mobile App is already using your cellular/mobile data connection.

Since the issue is occurring while using cellular data, it is unlikely to be caused by your Wi-Fi network.

Please continue submitting this support request. The information you've provided will help our technicians diagnose the issue more quickly.

Great! Your Mobile App is working correctly over your cellular data connection.

This usually indicates a problem with your Wi-Fi network rather than the Mobile App.

Your test has shown that the Mobile App is working correctly. When your phone is connected to your Wi-Fi network, something on the network is likely preventing the app from working properly. This can sometimes be caused by a firewall, router, DNS, or other network configuration.

Please contact your IT department or network administrator to review your Wi-Fi, firewall, and router configuration.

If your IT department is unable to resolve the issue, or if you would like TotalBC to assist with troubleshooting your network, please contact us at 866-673-8682.

Before submitting your support request, please verify that the computer experiencing the issue is connected to the Internet.

Open a web browser and visit a website such as https://tf.nist.gov/tf-cgi/servers.cgi or another website you do not normally visit.

If you are unable to access websites, please contact your IT department or network administrator to restore your Internet connection before continuing.

If your computer is connected to the Internet and the Desktop App is still experiencing issues, please continue with the next question.

Your computer does not appear to have an active Internet connection.

The Desktop App requires a working Internet connection to make and receive calls.

Please contact your IT department or network administrator to restore your Internet connection before submitting a support request.

Once your Internet connection has been restored, test the Desktop App again. If the problem continues, please return and complete this support request.

If you do not have an IT department or network administrator, TotalBC can assist you with troubleshooting your network connection. Please note that unless you are a TotalBC Managed IT Services client, network troubleshooting and repair is considered billable support.

A single call quality issue is often caused by the other party's phone, cellular connection, internet connection, or local network, and does not necessarily indicate a problem with your phone service.

Please continue to monitor your calls. If the issue occurs on three (3) or more different calls, return to this form and submit a new support request with examples of the affected calls so we can investigate.

To investigate call quality issues, we must have at least two (2) recent call examples.

For each call example, please provide:
• Date of the call
• Approximate time of the call
• Phone number you were speaking with

Without this information, we are generally unable to trace or diagnose call quality problems.

Please verify that the handset cord is securely connected to both the handset and the phone.

While on a call, gently wiggle the handset cord where it plugs into both the handset and the phone.

Does this cause the static to get worse or cut in and out?

This may indicate a faulty handset or handset cord.

If possible, temporarily replace the handset and handset cord with one from a nearby phone and test again.

Did replacing the handset and handset cord resolve the static?

The issue appears to be related to the handset or handset cord.

Please submit this ticket so our team can review your information and arrange a replacement handset cord or handset if needed. Depending on your phone model and service agreement, replacement equipment may be covered or billable.

Please reboot your desk phone by unplugging the network cable (or power cable if applicable), waiting 30 seconds, reconnecting it, and allowing up to 5 minutes for the phone to fully restart and register.

After the phone has restarted, place a few test calls to determine if the static issue has been resolved.

Thank you for completing the troubleshooting steps.

Based on the information you've provided, additional troubleshooting by our support team is required.

Since you've already included your call examples, please submit this ticket and we'll begin investigating the issue. If necessary, we may recommend replacing the phone or other hardware after reviewing the results.

We're glad the issue appears to be resolved.

Please submit this ticket so we have a record of the issue and the troubleshooting performed. If the static returns, this information will help us diagnose the problem more quickly.

Please reboot your desk phone by unplugging the network cable or power cable, waiting 30 seconds, and reconnecting it.

Allow up to 5 minutes for the phone to fully restart and register.

After the phone has restarted, place a few test calls to determine whether the call quality issue has been resolved.

Thank you for completing the troubleshooting steps.

Based on the information you've provided, additional troubleshooting by our support team is required.

Please continue to submit this support request so our team can investigate the issue using the call examples you provided.

We're glad the call quality issue appears to be resolved.

Since the issue was resolved during troubleshooting, there is no need to submit a support request at this time.

If the problem returns or occurs again on three (3) or more different calls, please return to this form and complete a new support request.

If your mobile device is currently connected to Wi-Fi, please turn Wi-Fi off so the Mobile App uses your cellular data connection.

After turning Wi-Fi off, place a few test calls to determine whether the call quality issue has been resolved.

The issue appears to be related to the Wi-Fi network your mobile device was using.

Wi-Fi quality, congestion, interference, or internet performance can affect Mobile App calls even when other internet activity appears normal.

Since the issue was resolved after switching to cellular data, there is no need to submit a support request at this time. If the issue returns while using cellular data, please return to this form and submit a new request.

Thank you for completing the troubleshooting steps.

Since the issue was not resolved after switching to your cellular data connection, additional troubleshooting by our support team is required.

Please continue and submit this support request. The call examples you already provided will help our technicians investigate the issue.

Please temporarily connect your computer directly to your network using an Ethernet (network) cable and disconnect from Wi-Fi.

After your computer is connected with the network cable, ensure that you can get on the internet.  Then place a few test calls using the Desktop App to determine whether the call quality issue has been resolved.

The issue appears to be related to your Wi-Fi connection.

Wi-Fi signal strength, interference, congestion, or network performance can affect Desktop App call quality.

Since the issue was resolved while using a wired network connection, there is no need to submit a support request at this time.

If the issue returns while using a wired connection, please return to this form and submit a new support request.

Please completely restart your computer.

After it has restarted, open the Desktop App and place a few test calls to determine whether the call quality issue has been resolved.

We're glad the call quality issue appears to be resolved.

Since the issue was resolved during troubleshooting, there is no need to submit a support request at this time.

If the issue returns or occurs again on three (3) or more different calls, please return to this form and complete a new support request.

Thank you for completing the troubleshooting steps.

Based on the information you've provided, additional troubleshooting by our support team is required.

Please continue and submit this support request. The call examples you provided will help our technicians investigate the issue.

Please unplug the power from your cable modem and/or router for one (1) minute, then plug it back in.

After restoring power, wait at least 5 minutes for your internet connection and phone service to fully reconnect.

Once everything is back online, place a few test calls to determine whether the call quality issue has been resolved.

Issue Resolved

We're glad the issue has been resolved.

There is no need to submit a support request at this time.

If the issue returns, please complete a new support request.

Additional troubleshooting is required.

Since restarting your cable modem and/or router did not resolve the issue affecting the entire office, our support team will need to investigate.

Please continue and submit this support request. Be sure to include any additional details that may help our technicians diagnose the issu

Please verify the following before continuing:

• If your phone uses a network cable for power (PoE), make sure the network cable is securely plugged into the LAN/Network port on the back of the phone (typically the port closest to the power connector), not the PC port.
• If your phone uses a power adapter, make sure the power adapter is securely plugged into both the phone and the electrical outlet and that the outlet is working.

Great! It looks like your desk phone is powered on again.

If your phone has fully started up and is working normally, no further action is needed.  It takes about 5 minutes for your phone to come completely up.

If another working desk phone is available, please perform this test:

1. Disconnect your desk phone and connect a known working desk phone using the same network cable and/or power adapter.
2. Connect your desk phone where the working phone was previously connected.
3. Wait at least 5 minutes for each phone to fully start up.

This test helps determine whether the problem follows the phone or stays with the original location.

The problem appears to be with your desk phone.

Please continue so our support team can review the issue and determine whether the phone needs to be replaced.

The problem appears to be with the original phone location rather than the desk phone itself.

Before continuing, please check the following:

• If your phone uses a separate power adapter, unplug it and verify the electrical outlet is working by plugging in another device, such as a lamp or phone charger.

• If your phone receives power through the network cable (PoE), replace the network cable with another known working Ethernet cable, if one is available.

After completing these checks, reconnect the phone and wait at least 5 minutes for it to fully start up before continuing.

Great! Your desk phone is powering on again.

If the phone has fully started and is working normally, no further action is needed.

The issue has not been resolved.

Please continue so our support team can review the problem.

Since another working desk phone is not available, please check the following before continuing:

• If your phone uses a separate power adapter, verify the electrical outlet is working by plugging in another device, such as a lamp or phone charger.

• If your phone receives power through the network cable (PoE), replace the network cable with another known working Ethernet cable, if one is available.

After completing these checks, reconnect the phone and wait at least 5 minutes for it to fully start up before continuing.

Great! Your desk phone is powering on again.

If the phone has fully started and is working normally, no further action is needed.

If you have verified that the electrical outlet is working (if applicable) and/or replaced the Ethernet cable (if applicable), and your desk phone still will not power on, please continue so our support team can review the problem.

Please restart your desk phone.

• If your phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If your phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone to fully start up.

If the screen is still faded, flickering, or unreadable after the phone has finished starting, continue to the next step.

Great! It looks like the display issue has been resolved.

If your desk phone is now operating normally, no further action is needed.

The display issue has not been resolved.

Please continue so our support team can review the problem and determine whether the desk phone needs to be replaced.

Please restart your desk phone.

• If your phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If your phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone to fully start up.

If the display is still blank or frozen after the phone has finished starting, continue to the next step.

Great!

It looks like the display issue has been resolved.

If your desk phone is now operating normally, no further action is needed.

The display issue has not been resolved.

Please continue so our support team can review the problem and determine whether the desk phone needs to be repaired or replaced.

Please restart the affected desk phone(s).

• If the phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If the phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone(s) to fully start up.

If the phone still displays "No Service" or "Not Registered," continue to the next step.

Great!

It looks like the phone has successfully reconnected.

If the phone is now operating normally and no longer displays "No Service" or "Not Registered," no further action is needed.

Please restart the affected desk phone(s).

• If the phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If the phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone(s) to fully start up.

If the phone still displays "No Service" or "Not Registered," continue to the next step.

Please check the IP address of one affected desk phone.

1. Press and hold the Up Arrow (▲) button on the phone for approximately 3 seconds.

2. The phone's IP address should be displayed on the screen.

3. Write down the IP address and enter it in the next field.

If no IP address is displayed, or it appears blank, continue to the next field and let us know.

The issue has not been resolved.

Thank you for completing these troubleshooting steps.

Our support team will review the information you provided, including the network details and desk phone status, to help identify the cause of the problem and restore service as quickly as possible.

Thank you for providing the details.

Our support team will review the key configuration and programming for your desk phone and make any necessary corrections. If additional information is needed, we will contact you.

Check if your microphone is muted.

If you are using the Speakerphone, make sure the Microphone (Mute) button is not red.

If the light is red, press the Microphone (Mute) button once to unmute yourself.

After unmuting, ask the other person if they can hear you.

Increase the speaker volume.

While on the call, press the Volume Up button until it reaches the maximum volume, then ask if you can hear the other person.

If you still cannot hear them, continue to the next step.

Thank you.

Based on your answers, your speakerphone may not be working correctly.

Our support team will verify that the speakerphone feature is enabled on your phone. If it is enabled and the problem continues, the phone may need to be replaced.

Please continue submitting this form so we can create a support ticket.

Based on your answer, your environment likely has too much background noise.

Try moving the phone to a quieter location or use the handset instead of the speakerphone.

If the problem continues after reducing the background noise, please continue submitting this form so we can create a support ticket.

Since muting yourself did not improve the audio, let's determine whether this is affecting all calls.

Call a coworker or another known number and test the speakerphone again.

If the problem only happens on one call, the issue may be with the other party or their phone service.

If the problem happens on multiple calls, continue to the next step.

Since this problem only occurred on a single call, the issue may have been caused by the other party's phone, phone service, or network connection.

If the problem happens again on future calls, please submit a new support request and include at least two examples of affected calls.