VTel Repair

Calix Optical Network Terminals

VTel is installing Optical Network Terminals (ONT) at each customer’s home or business. The ONT is your gateway to the fastest Internet speeds available.

VTel is responsible for repairs to outside cable. To avoid unnecessary service charges, be sure to check your equipment first before reporting a service difficulty to us.

Questions call 885-9000.

Network Interface Device (NID)

If your building is equipped with a Network Interface Device (NID) (see diagram), you can determine if your problem is inside wiring or the wiring outside your home or business. If you do not have an NID, please call VTel at 885-9000 to have an NID installed.

TESTING: remove existing plug by pressing retainer clip and gently pulling forward on plug. Plug your phone directly into the NID. If the phone operates, the problem is your inside wiring, equipment or jacks. If the phone does not operate, your telephone company’s outside wiring needs repair.

Testing Customer Owned Equipment

If you own the telephone or other related equipment and experience trouble with your telephone service, follow the steps shown here to try to isolate the difficulty before you call us to report a trouble. 1. See that all cords are firmly plugged in. 2. See that all handsets are in place. 3. If you cannot make outgoing calls, unplug all of your phones, answering machines, etc. At various jacks, test each phone individually by plugging it in and making a test call to a friend or neighbor. Continue until you find the phone that does not work.

You may also try to use your phone(s) at a friend or neighbor’s house. If an individual phone does not work at any of your jacks or your neighbor’s jacks, the trouble is probably in that phone. If all phones work at your neighbor’s jack but not your own, the trouble is probably in your inside wiring or outside cable. 4. If you have difficulty receiving calls, follow the steps above, and have someone try to call your line.

To Connect Or Disconnect Modular Phones

The following illustrations should be helpful to you when installing or disconnecting your telephones.

Desk Phones

Illustrations 1-3 show wall receptacles (standard jacks) that can accommodate modular telephone cords. To install your phone, match the plug at the end of the telephone cord with the receptacle and insert. To disconnect the phone, squeeze the clip on the plug and pull out of the receptacle.

Wall Phones

A receptacle for a wall-mounted telephone is shown in illustration 4. To connect your wall phone, match the holes in the back of the telephone with the rivets on the wall mounting, push the telephone lightly against the mounting while sliding it down into place over the rivets. To disconnect, slide the telephone up to lift it off the rivets, then pull the phone away from the receptacle. Types of modular jacks other than those shown in the illustrations may be encountered.

Wire Care Plus

Avoid costly wiring repair charges by subscribing to Wire Care Plus. This service is designed to take care of your inside wiring and is available to all residential customers for only $4.95 per month. Business line customers can subscribe to Wire Care Plus for $9.95 per month. (Not available to business key line or PBX customers.)

Customer-Owned Equipment

All equipment must be certified by the Federal Communications Commission (FCC). VTel will provide reasonable notice of any network changes which may cause problems with customer owned equipment. You may contact the vendor of your choice for inside wire and equipment maintenance/repair, or you may perform these functions yourself. The charge for single-line business and residential customers when VTel service technicians perform maintenance/repair on inside wire or equipment is: $50 for the first half hour (minimum charge). $15 for each quarter hour thereafter.