Telephone Support
Who is responsible for repairs?
Responsibility for service is dependant on the source of the problem.
It is Alma Communications Company's responsibility to maintain quality service
up to, and including the NID (Network Interface Device) If the source of
the problem is found to be CPE (Customer Provided Equipment),
the responsibility is in the hands of the customer. If it is determined that the
source of the problem is in Outside Plant, then it is the responsibility of
Alma Communications Company to maintain and repair.
Outside Plant
It is the responsibility of Alma Communications Company to maintain and repair
all Outside Plant. Outside Plant is all equipment from the office
up to and including the NID (Network Interface Device).
CPE
Customer Provided Equipment is all equipment provided by the customer, Telephones,
Phone Jacks, and all wiring that would terminate inside the NID.
Trouble With Your Service
If you are not able to place or receive calls, please
use the following checklist to avoid a Trip Charge.
1) Check to be sure your phone is plugged securely into the wall outlet.
2) Check all phones in your home to make sure you don't have a phone off the hook.
3) Check to see if the hone is bad by checking all other phones in your home.
If you find that one phone is working and another isn't, take the working phone
and plug it into the jack of the non-working phone. If the problem is on both phones,
it could be that the problem is on your inside wire. Inside wire is all wiring that
starts at the NID (the grey box on the side of your house) and runs throughout
your house or your business.
4) Locate the NID (the grey box on the side of your house) You will need a flat-blade
screwdriver to access the inside. Open the inside and remove the plug from the far
right port. Connect a known working phone and test for Dial Tone. If there is
Dial Tone, the problem is with CPE (Customer Provided Equipment).
5) If there is no Dial Tone in the Test Jack, please contact Alma Communications Company
to send a technician to evaluate and resolve the problem.
- If the technician finds the problem is Outside Plant, Alma Communications Company
will repair the problem free of charge.
- If the technician determines that the problem is CPE and you have have the
Inside Wire Maintenance option,
there will be no LABOR charge to repair the wiring. All material needed to repair
service shall be provided by the customer.
- If the technician detrmins that the problem is CPE and you do not
have the Inside Wire Maintenance option,
there will be a $10 trip charge and upon the customers request may repair the service
for a small hourly rate.
Questions
Should you have any questions or concerns please feel free to contact our office at
660-674-2297 or Toll Free at 888-371-6821. |
