Student Phone Troubleshooting and Repair

Before reporting problems to telephone and cable services, please go through the below list. If the problem is determined to be with the University's equipment, call (269) 387-4357, option 2. If the problem is determined to be caused by customer owned equipment, a fee will be charged for the service call.

  1. Are you using a cordless phone? Cordless phones are not recommended due to the close proximity in residence halls and WMU apartment.
  2. If your phone is not working, unplug it and plug in a phone that is known to work. If the working phone has the same problem, the problem is with University equipment; call (269) 387-4357, option 2.
  3. If your phone is not working and you have an answering machine, modem, fax, or any other peripheral equipment, disconnect the equipment. If the problem persists, call (269) 387-4357, option 2. If the phone functions properly without the equipment, the problem is with your equipment.
  4. We ask that two-way splitters not be used because they can cause damage to the jack.
  5. If you cannot dial out with your telephone, check that your phone is set to tone and not pulse. The University system is touch-tone. Check your owners manual for instructions on setting your phone to tone.
  6. If your phone is disconnecting callers, check to see that the jack is snug to the wall, and all of its components are intact. If a different phone in the same jack does not disconnect callers, the switch hook on your phone may be the problem.
  7. Check to see that you have plugged your phone into the "VOICE" or smaller portion of the jack. The larger portion is for "DATA" (computer).
  8. If you determine that your phone is the problem, contact the manufacturer or store where you bought the phone. If you request service from our technicians, and your equipment is found to be the problem, you will be charged for the service call at the rate of $60 per hour ($30 minimum).
  9. If you continue to have telephone line problems, call (269) 387-4357, option 2 to set up an appointment. It is important that you be present for the appointment because technicians will not enter rooms where the occupant is not present. Appointments are generally made within 24 hours (business days) of the time the trouble call is placed. Appointments are scheduled Monday-Friday, with three appointment times in the morning and three in the afternoon.