clienttraining@granitenet.com | 866.847.1500 | Granite Telecommunications
Once the troubleshooting has been done to answer the above questions, please send the
below template to Granite in order to proceed with a repair ticket.
• Contact’s full name:
• Contact’s Email:
• Contact’s cell number (if the lines on site cannot receive calls):
• Location’s Main Phone Number / Account number:
• Phone number you are using/on, phone number that you called/called you, date/time,
issue experienced.
For issues that are not repairs (such as adding new phones, personnel changes, needing a
new auto-attendant message). Please provide details of request for changes.
Isolating the Issue
If the issue reported is isolated to one phone, if possible have the site plug the non-working
phone into a dierent jack that already has a working phone (
please note: the phone that is
currently using that jack will need to be unplugged briefly
). This will help determine if the issue is
the phone itself or the jack it is plugged into.
Layer 1 Troubleshooting Checklist
• Are the calls forwarding elsewhere?
Check CommPortal for forwarding and have the site dial *73 just in case they enabled forwarding
unintentionally
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