Troubleshooting
Clients can encounter a variety of problems with the voice, Internet and data services that PINS provides. Problems can vary from relatively minor issues, such as static on a phone line, to major problems, such as loss of all phone service and Internet connectivity.
In order to deal effectively with problems, PINS uses a ticket system to track each problem. This system assigns a ticket number to any problem reported by a Client or identified by our staff. Once a problem is reported and a number assigned, replying to the originating ticket e-mail, or including the ticket number in a call to PINS, will ensure that all actions associated with the problem are incorporated into the ticket, so that all staff and managers involved can keep abreast of the situation and assist with the solution.
So if you encounter a problem with our services, send an e-mail to support@pins.net or go to the PINS Contact Us link to start a ticket.
When you do report a problem, it is always helpful if you can provide as much information as possible to our staff so that we can in turn provide you with a prompt and effective response. For example:
Voice Problems
- The phone number used to make the call
- The phone number dialed
- The time of the call
- What the caller heard. That could be a fast busy tone, silence, an intercept (siren) tone or a recording. On recordings, there is often a tag at the end - a few letters or numbers that is a key to identifying the problem. This will help us to identify whether the problem is with equipment at the Client site, at PINS, or with another carrier needed to complete the call.
Internet/Data Problems
- The URL for the site of interest
- Any error message received
- The time the problem was encountered
- A description of the problems. That could be slow upload or download speeds, or inability to connect to one or more Internet sites.
