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Repair Department
Telephone Line Troubleshooting
We do everything possible to make sure your phone service is in good working order. In addition, we try just as hard to fix any problems that do occur as quickly as possible.
We make repairs to the phone lines outside your home or business at no charge to you. Unless you have our Service Plus Maintenance Plan, any repairs to inside phone lines require an additional charge.
Because some of your repair assistance requires a fee, we work with you to help determine the source of the problem, when ever possible. Listed below are a few things to do before you call our repair service.
7 Steps to troubleshoot a faulty line...
1. Look for symptoms on your telephone set(s) like a cracked plastic housing or a broken or frayed cord.
2. If you have just one phone, unplug it and plug in a borrowed phone. If the borrowed phone works, the problem is in the phone set and not in the phone line.
3. If you have more than one phone, make sure each phone's receiver is on the hook. If none of them are off the hook, unplug every phone. Then plug each phone back into any wall jack one at a time, check each phone for a dial tone as you go. The telephone set that causes the line to go dead is the one needing repair.
4. If your phone(s) appear to be working, take a working phone to your telephone network interface box. This box is usually located on the outside wall of your home or business. It is located where our outside lines and your inside telephone wiring connect, or "interface".
5. Open the network interface box and locate the "test jack" inside. Remove the modular plug from the test jack and insert the phone jack from your phone.
6. If the same problem occurs when you plug your phone into the test jack, the problem is in our outside telephone lines. Call our Repair Service at 479-846-4161.
7. If the problem disappears when you use the test jack, the problem is in your inside telephone wiring.
If the trouble is in your telephone set...
- Fees will apply if you ask us to make a repair visit and the trouble is found in your telephone set(s) or other phone equipment and you do not have our Service Plus Maintenance Plan. Our Service Plus Maintenance Plan does not cover the repair of your telephone set(s) or equipment, they should be made by the manufacturer or any other source you choose.
- If you have our Service Plus Maintenance Plan, we will provide you with a free loaner phone for up to 30 days while yours is being repaired or replaced. For your convenience, we will also give you the opportunity to lease or purchase this phone.
If the trouble is in your inside wiring...
- Fees will apply if you ask us to make a repair visit and the trouble is found in the telephone wiring inside your home or place of business. To repair the damage, your options are to hire us, do it yourself, or seek outside assistance.
- If you already have our Service Plus Maintenance Plan, we can repair the inside wiring and jacks at no extra cost. Certain restriction may apply. Service Plus does not cover wiring or jacks installed by the customer.
If the trouble is in our outside lines...
- There are absolutely no charges for any repairs in our telephone lines, which are located outside your home or place of business.
To Contact our Repair Department 24 hours a day:
Call (479)846-4161 or Email repair@pgtelco.com.
Service Plus Maintenance Agreement
Service Plus is a worry free option to inside wiring repairs. You can avoid unexpected charges for telephone inside wire repair by subscribing in advance to this advantageous plan.
With Service Plus protection, a small monthly fee protects you from normal repair charges on the telephone wiring and jacks inside your home or business. Plus, we will loan you a phone for up to 30 days if your repair personnel find your phone itself is in need of repair. For your convenience, we will also give you the opportunity to lease this phone or purchase it.
For more information please contact our business office at (479) 846-7200.
Copyright © 2012 Prairie Grove Telephone Co. All Rights Reserved. 479.846.7200 | 139 N. Mock St. Prairie Grove, AR 72753
