PBX Help Hub
Service · phone fault review

A second pair of eyes on your phone fault.

Send what you've found. We read your evidence and tell you the likely cause, the safe fix, and whether it's worth fixing at all.

Written findingRead-only: we change nothingPrice agreed before any workReply by email
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How the review works.

Four steps. Nothing touches your live system unless you ask for it afterwards.

Send the evidence

Symptom, times, numbers dialled and any trace you have.

Engineer review

We check it against the system and release.

Written finding

The likely cause, the safe fix, and what not to change.

Your choice

Fix it yourself, ask for remote help, or plan a replacement.

What you get
  • The likely cause, tied to the stage of the call path where it breaks.
  • A safe fix, in order, with what to back up first.
  • Repair or replace? A straight answer if the system is near the end of its life.
  • A copy for your files, ready to hand to your maintainer.
What to send
  • The system and release, if you know it.
  • Three examples: time, number dialled, caller, what happened.
  • A trace of one test call, if you can take one safely.
  • Any recent changes: numbers, staff, upgrades, carrier.

Don't send a configuration file until we've agreed a secure way to do it. Screenshots of the relevant settings are usually enough for a first review.

Watch a fault get found.

We trace one test call stage by stage until it stops where it shouldn't. This is what your written finding pins down.

Loop A test call moves through the call path, stops at the hunt group where a fault is found, and continues once it is fixed. Line Incoming route Time profile Hunt group User Voicemail Tracing a test call… Fault found · hunt group: no members available Fixed · member restored, the call reaches the team
Free infographic

The 6 places a business call can break.

Print it for the office, pin it, or share it with whoever looks after your phones. Each stage has the symptom and the first safe check.

ShareSave image (PNG)
The 6 places a business call can breakLine, incoming route, time profile, hunt group, user and voicemail, each with its usual symptom and first safe check. PBX HELP HUB · FREE GUIDE The 6 places abusiness call can break Find the stage first. Then make one safe check. 1LineNo calls at all, or one number dead.Check: carrier status and trunk alarms. 2Incoming routeCalls reach the wrong person or team.Check: the route for the number dialled. 3Time profileOut-of-hours handling at the wrong times.Check: profile hours, dates and holidays. 4Hunt groupSome team phones never ring.Check: members, their status, the ring mode. 5UserCalls vanish before anyone sees them.Check: do not disturb and forwarding. 6VoicemailCallers hit voicemail too soon, or never.Check: no-answer timer and fallback. Independent guide · not affiliated with any phone-system maker
Infographic: the six stages of a business call and the first safe check for each.
See it happen

What happens to your evidence

Press a step to jump to it. Save the GIF to share it.

Save GIF
Request a review

Tell us what's happening.

We reply by email.

Got notes or screenshots? Attach them to the email that opens next. Please don't send a configuration file until we've agreed a secure way to do it.

We only use these details to reply to you. See our privacy policy. Your message opens in your own email app, so you can check it before you send it.