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Business Office
Phone: (519) 229-8933 or
Toll Free: 1-800-265-4983

Internet Support
Phone: (519) 229-8020
Toll Free: 1-866-292-3332

Telephone Troubles call 611 or (519) 229-6100

If you have a problem that remains unresolved after following a few simple troubleshooting steps we have outlined below, contact repair at 611 OR (519) 229-6100. You may also E-mail and we will be able to address your problem.

If the trouble is due to the line or rental telephone set, we will promptly repair at no charge.  However, if your equipment put the line out, you will be charged the $25 diagnostic charge if a technician is dispatched.

Trouble-shooting tips for common issues:

If you have no dial tone.
If you have dial tone, but also have noise or static.
If you have dial tone, but also have a 'clicking noise' on your line.

If you have no dial tone.

The most common problem reported by residential customers is no dial tone (in which case callers to the affected telephone number may receive a busy signal). The cause of this problem may be a receiver off the hook, a cordless telephone with dead batteries, a malfunctioning answering machine, or some other difficulty with your telephone equipment, including inside wiring.

If you have one telephone:

• Check to ensure the telephone receiver is on the hook.
• Unplug the phone.
• With the telephone unplugged, call your telephone number from another phone (such as a cell phone or a neighbour's house). If you get a ringing signal, the telephone set likely needs to be repaired or replaced. If you get a busy signal, contact Quadro repair at 611 or (519) 229-6100.
  

  If you have two or more telephones:

• Check to ensure all telephone receivers are on hook.
• Unplug telephone devices one at a time. (A telephone device may be a telephone, cordless telephone, answering machine, computer modem, satellite receiver or fax machine.)
• After unplugging the first telephone device, wait for five minutes, then check the next telephone for dial tone. Continue to unplug the remaining telephone devices, one by one, waiting five minutes each time.
• If you have unplugged all telephone devices except for one and you still get no dial tone, unplug the last telephone, wait five minutes, then plug in the first telephone you unplugged. If you still have no dial tone, contact repair at 611.

If you have dial tone, but also have noise or static.

• Unplug telephone devices one at a time, listening for noise after unplugging each one. (A telephone device may be a telephone, cordless telephone, answering machine, computer modem, satellite receiver or fax machine).
• If the noise stops after unplugging one of your devices, the static/noise problem is likely associated with that equipment.  Keep that equipment uplugged from your line until it has been repaired or replaced.
• If after taking these steps you are unable to locate the source of the noise, please contact our office.

Note:  Please ensure the phone you are using to try to diagnose the problem is a good working phone and try it in various jacks to help determine if the problem is with the phone service or a particular jack.

If you have dial tone but also have a 'clicking noise' on your line.

• If you have high speed Internet service you will have been provided with filters to eliminate the clicking noise which enables the dsl modem to work.  
• Every phone on your line should be filtered. Additional filters are available at our office should you add a new phone to your line.  
• If all of your phones are filtered and you are still experiencing the noise, try unplugging each phone one by one to see if the noise stops.  
• If unplugging one of your phones stopped the noise, the filter on that particular phone may need to be replaced.  Leave the problem phone unplugged until you are able to replace the filter for it.