FAQs - Repairs

What repair issues are covered with my phone service?

ValTech covers repairs required to the network up to the Network Demarcation Point (where the lines come in to your building), usually located outside the building. Inside wiring is the responsibility of the customer. However, inside wiring protection is available for a small monthly fee that will cover the inside wiring repairs.

How quickly can I expect repair response?

Repair response times are hard to predict. Often it depends on whether or not a storm or cable cut has affected a large portion of the service. In most cases, repairs are completed within 3 to 5 business days. Minor problems may be faster and larger problems longer. We will promise to call you back with a completion commitment time once the repair ticket has been placed. You will know when it will be repaired within an hour.

How can I check to see if the repair problem is with my phone system, inside wiring, or the network?

Unplug your phone and then plug it back in. Often by resetting the system, it will clear errors. If this does not fix the problem, we recommend that you check at the Network Demarcation Point (where the telephone lines arrive at the building). Usually, there is a grey box that has modular jacks for each line. Plug a standard analog phone into the demarc jack, if you get dial tone you can be assured that the problem is in your inside wiring or telephone (system). If you don't get dial tone, the problem is likely to be in the network. For network problems, contact us and we will begin the repair process.

Where do I call for help?

Please call our Customer Care Center at 1-800-800-7444. We will be glad to help.

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