Billing, plans and account · For 3CTel customers
How do I get support or report a problem?
Contact 3CTel support through the Support page on this site or by reaching the specialist who set up your system. Describe what is happening, which phones or users are affected and when it started. If the whole system seems down, call from a cell phone so the conversation is not affected, and ask for calls to be forwarded to a cell number while the cause is found.
Step by step.
Check the basics first
Confirm the internet is working at the affected location and that the phone or app shows as registered. If only one person is affected, restart their phone or app before reporting.
Gather what support will ask
Note the affected extensions or numbers, the time the problem started, whether it affects incoming, outgoing or both, and an example number you called or that called you.
Contact support
Use the Support page, or contact your specialist directly. For an outage, call from a cell phone rather than the affected system.
Ask for a temporary fix
While the cause is investigated, ask for your main number to be forwarded to a cell phone or another location so callers still reach someone.
Confirm the fix
Once support reports the issue resolved, place a test call in and out and confirm any temporary forwarding has been removed.
What to include in a report
- Your business name and the main number on the account.
- The extensions, users or numbers affected, and whether the problem is at one location or all of them.
- What callers hear (ringing, busy, a message, silence) and what your staff see on the phone or app.
- An example call with the time and the number dialled, which lets support trace it in the logs.
- Any recent change: a new router, an internet outage, a firmware update or a moved desk phone.
Changes versus problems
Support handles two kinds of request. A problem is something that used to work and no longer does. A change is a request to alter how the system behaves, such as a new greeting, a holiday schedule or a new user. Both go through the same contact, but describing which one you need helps it reach the right person faster.
For routine changes, many customers keep a single contact person on their side so requests do not conflict. Tell your specialist who is authorized to request changes on your account.
Sales enquiries and new-customer questions go to 1-866-703-2835. Existing customers should use the Support page or their specialist for the fastest response.
Related questions.
What if the problem is my internet provider, not the phone system?
Support can usually tell from the phone registrations whether the issue is at your site or on the network. If it is your internet, you will be told what to report to your provider, and forwarding to cell phones can keep calls flowing meanwhile.
Can support see my calls and recordings?
Support looks at call logs and registration data to diagnose problems. Access to recordings, voicemails and messages is limited to what is needed to resolve your request, and you can ask what was accessed.
Can I request a change by email?
Yes. Written requests are preferred for changes because they create a record of what was asked. Include the details of the change and, for greetings or schedules, the exact wording and times you want.
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