Our Frequently asked Questions and Answers!

If you are still needing help then please don’t hesitate to contact us and a friendly team member will be happy to assist.

Please click on each question to reveal the answer…

Q1 My phone can’t receive calls/one of the phones is always engaged?

Check if DND is turned on. DND is a feature that allows you to prevent the phone from being to receive calls, however if it’s turned on by accident, then it can appear that there is a fault.

Q2 My phone won’t turn on?

Check the power cable/network cable, try swapping the phone with another phone to see if the issue persists with the same phone or if it only happens on the same cable. If so, you will need a new cable.

If you’re using a cordless phone, then ensure that the handset is charged and try using different batteries.

Q3 All the phones say network unavailable?

Check your broadband connection, the phones need a persistent broadband connection to run, therefore if your broadband goes down so will the phones.

Q4 I can’t hear the other person/the other person can’t hear me?

If you’re using a desk phone, ensure that the handset is fully plugged into the back of the phone and also try using loudspeaker to see if the handset is faulty. If this doesn’t work check your broadband connection.

Q5 The phones are crackly/low quality calls?

Check your broadband speeds, if the speeds seem lower than usual then try taking everything off the network to see if the issue persists. If the issue doesn’t stop here, then try restarting your router.

Q6 We can’t transfer calls?

Ensure you’re doing the correct procedure to transfer a call, this is as follows;

  • Press transfer
  • Call the person you wish to transfer to
  • Wait for them to answer the phone
  • Press transfer again

Q7 We’ve changed a feature on our handset but it’s not updating?

Try restarting the handset by unplugging the cable from the back and then waiting 10 seconds before putting it back in (if you’re using a cordless then restart the base station that is connected to your router).

If this doesn’t work, then turn off the handset and wait at least 1 hour before turning it back on.

It’s important to note that whilst feature changes are almost instant, they can on rare occasions take up to 24 hours to implement.

Q8 Our broadband is down?

Try restarting the router, do this by taking the power cable out of the back, waiting 20 seconds, and plugging it back in.

If this doesn’t work then go to the socket where the broadband comes into the building, this socket will have a faceplate on the front that can be removed. Remove the faceplate and plug the router into the master socket behind it. Ensure the router is fully restarted after doing this.

Q9 Our broadband is slow?

Run a broadband speed test, there are a number of ways to do this, but the best way is to use the website speedtest.net. If the speeds don’t look as they should be then disconnect everything you have from the internet except for one computer and run the test again, if the speeds improve then you most likely have something on your network taking up a large amount of bandwidth which is causing it to run slowly.

If the above doesn’t fix your issue, then refer to question 8 “our broadband is down?”.

Q10 We’ve tried everything above and it still doesn’t work?

Restart all the phones, ensure they are off for at least 10 seconds before turning them back on (you can turn them off by taking the power cable out the back). If you have cordless handsets, it’s important that you restart the base station and not the handset (please note that the base station is hard wired into your router and is not used to charge the handset).

If the above doesn’t work then try doing a full network restart, first, ensure all of the phones are turned off, if you have a network switch then turn this off as well. Once they’re all off then turn the internet router off as well. After around 20 seconds turn the router back on, once you’re getting internet again, then turn on the phones/network switch.

Q11 What happens when we transfer your number?

We send you a letter of authority for you to sign. This allows us to transfer your number from your current provider. This process can take around 30 working days but can be shorter. This depends on how quickly your existing provider responds to our request.

It’s really important that you do not cancel any lines or services connected to the numbers you are wishing to port. This is until we have given you confirmation that your numbers have been successfully transferred.

Please note Halo cannot be held responsible for any loss of services where our process has not been followed.

Q12 How long will it take for a ticket I have raised to be solved?

Tickets are categorised by priority and urgency by our service team-  medium, high and urgent. We have the following internal SLA’s to resolve these:

  • Medium – 3 working days
  • High – 2 working days
  • Urgent – 1 working day

*Please note SLA’s may be longer if the issue relates or needs to be passed to a third party. However, you will be notified of this and updated by our service team with any information we receive to ensure your ticket is solved as fast as possible.


Call us for a FREE Consultation from one of our Telecom Experts who will be able to provide the optimum solution for you and your business. Use the information below or fill in the form provided.

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