Report Technical Issues to Our Team

If you are experiencing issues with a phone or any other device provided by SpectrumVoIP, it is recommended to place a call to our technical support team by dialing HELP (4357) on a SpectrumVoIP device or calling (469) 429-2500. 

On this live technical support call, the analyst assisting you will require the following information:

• The extension number of the user/device experiencing technical issues.
• The MAC address of the affected device. This can be found on the sticker located on the back of the phone.
• A good contact number and email address.

To fully explore any issues happening with your device, the technical support analyst you are speaking with may need to…

• Remotely access the affected device through a remote desktop session. 
  

  Note: For them to be able to do this, they will require someone on-site with a PC connected to the same internet network as the device to be on the call. 

   
• Have the caller take a look at how the device is connected. 
• Request that the caller move the device around or reconnect the device using different cabling. 
• Ask the caller to take pictures of the device and its connections.

What Happens if a Replacement is Required?

If the device is within warranty and experiencing technical issues that require a replacement, a replacement request would be created. Any replacement requests will be handled by our shipping department, who will ship your replacement using a delivery service provider. 

Defective phones and other devices that need a replacement will need to be shipped back to SpectrumVoIP once the replacement device is received. Simply box up the affected device in its original packaging with any cabling provided with the device by SpectrumVoIP. Stick the included shipping label to the box and deliver the box to the delivery provider listed on the shipping label.