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HOME » TELECOMMUNICATIONS » HOYANET PHONE & CABLE

Hoyanet Services: Troubleshooting for Basic and Long Distance Telephone Service and PBNs

I can't place outgoing calls.

Problem: There is no dial tone when I pick up the handset.

  1. Did you try all the jacks? Only one phone jack is active in each residence hall room unless you order an additional phone line; all the jacks should be active in apartments.
  2. Did you try your phone in another working jack or another working phone in your jack? If your phone or phone cord is broken, you will need to replace it. Both are available for purchase at the bookstore in the Leavey Center.
  3. Are any of the computers in your apartment unable to connect to the internet? If you accidentally plug a computer ethernet cable into a phone jack instead of a data jack, it will short out all of the phones in the apartment (and the computer will be unable to access the internet too!) Just unplug the computer from the phone jack and the phones should start working again
  4. If you still get no dial tone, call the UIS Student HelpDesk at 202-687-4577 from another working phone to report the problem.

Problem: I get a dial tone, but then I get an error (fast) tone when I try to dial a number.

  1. For on-campus calls, make sure you dial a valid 5 digit extension.
  2. For off campus calls, make sure you dial 9 before the phone number, and dial your PBN after the phone number.

Problem: I get an error (fast) tone after I enter my PBN.

  1. Make sure you are dialing your correct PBN. Refer to your PAETEC calling card to make sure you are remembering it correctly. Contact PAETEC Customer Service at 1-800-962-4772 (Speed Dial *8223) if the PBN on your calling card does not work.
  2. If this only happens for long distance calls, your PBN may have been disabled. Contact PAETEC Customer Service at 1-800-962-4772 (Speed Dial *8223) for assistance.

I don't receive incoming calls.

Problem: Callers hear ringing, I never hear it ring.

  1. Make sure your ringer is turned all the way up. You might also want to try a friend's phone in your jack to see if your phone is broken.

Problem: Calls go straight to voice mail.

  1. Try dialing # 2, hanging up, and then # 3 and hanging up on the phone that is not receiving calls. This will clear any call forwarding.

Problem: Callers receive a message "extension not valid."

  1. This is a phone programming problem (the call is trying to go to voice mail coverage but it is set up incorrectly). Please contact the Student HelpDesk at 202-687-4577 so we can fix it for you.

Problem: Callers get an error (fast) tone when they try to call my number (no ringing).

  1. This indicates the caller is dialing an invalid number. You can check your assigned phone number by calling the Automated Campus Directory at 4-HOYA (4-4692) or by checking your Housing-at-a-Glance page.

Personal Billing Number (PBN) Problems

Problem: I can't remember my PBN and I lost my PAETEC calling card.

  1. Contact PAETEC Customer Service at 1-800-962-4772 (Speed Dial *8223) for assistance. They can look up your PBN for you or issue you a new PBN.

Problem: I think someone may be using my PBN to make phone calls.

  1. Contact PAETEC Customer Service immediately at 1-800-962-4772 (Speed Dial *8223) for assistance. They will disable your current PBN and issue you a new one.

Voice Over IP (VoIP) Problems

Problem: I want to connect a VoIP phone to the network on Campus

  1. Although GU does not have a policy in place to prevent students, faculty, or staff from connecting a personal IP phone to the GU network, we strongly discourage the use of these devices.
  2. UIS cannot guarantee that these devices will work properly on the campus network. VoIP phones and other devices have not been tested on the GU network. Some phones may require a static IP address or the use of special TCP/IP or UDP ports. UIS will not fulfill requests for static IP addresses or special port reservations to facilitate the use of VoIP phones. UIS does not guarantee that a minimum bandwidth will be available on the campus network. At times of high network usage, VoIP phones may not operate properly.
  3. UIS reserves the right to disable network connections for any device that is connected to the network. This is to maintain the security of the network, and to prevent the spread of harmful viruses and/or worms. VoIP phones may be inadvertantly disconnected due to suspicious activity. If a network connection is disabled by UIS, disruption of service could last several days.

 
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