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“Troubleshooting Detective” - Phone System or Carrier?
Article posted by Marlene Frost on Monday, August, 10th, 2009 at 10:25 amHello again fellow detectives! I have a short training for you today. We get many calls with issues that can be confusing as to who is the culprit, the phone system or their carrier provider.
Before you go hating on your phone like this girl. 
There is something to keep in mind when the problem arises. If you make a phone call or someone calls into your business and you hear a message. The magic word there is “hear”, something like “the number you dialed is not is service” for example or click on the link and you can actually hear what one would sound like (http://www.youtube.com/watch?v=Sl6j67zJP9w). Anytime you hear a message, typically this is going to be a carrier issue. Why? Because the phone system does not have the ability to give out audio messages but the carrier, can only send audio messages.
When making a call, you see a message on your phone display or it just hangs up on you or you hear sounds, which could be your phone system. I say “could be” because of course to all these rules there are exceptions being that we are dealing with electrical systems that sometimes seem to have a mind of their own.
Even though these clues will help you determine what is causing the problem sometimes it’s even hard for us to figure out which of the two is the culprit so when in doubt call your carrier. They can typically look at your account and see if there are any errors or they can also tell you if they are having difficulties in your area and they will not charge you for checking (it can save you a service charge from us if we go out there and it ends up the problem was the carrier). If after talking to them they say that they see everything good on their side, next step would be to give us a call with as many details about what you heard or happened as possible. Remember! Think like the phone, be the phone! Ask, ask, ask as many questions as possible.
“when you have eliminated the impossible, whatever remains, however improbable, must be the truth” – Sherlock Holmes
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