24/7 Emergency Service & Support
General Communications maintains 24/7 technical support for our customers. We provide this support via a help desk Monday through Friday, 8:30AM – 5:00PM EST at (781) 756-5100.
We also have four levels of emergency escalation after-hours, on weekends, and holidays. Our technical staff is on-call 24 hours a day to respond within minutes to any reported issues. With your permission, General Communications technicians have the ability to gain remote access to your system’s programming and diagnostic tools at all times.
Troubleshooting Procedures for a Down System:
If your telephone system is down, we recommend first evaluating a few aspects to help direct you to the best and quickest solution.
You may have a possible ELECTRICAL PROBLEM if you have any of the following issues:
- All of your telephones have no service, meaning you cannot call from extension to extension or call voicemail (if applicable)
- Locate the phone system and confirm the electrical outlet is live. There may be other pieces of equipment plugged in- do they have power? If the outlet has power and the phones have no service, you should call General Communications first, at (781) 756-5100
You may have a possible SERVICE PROVIDER PROBLEM if:
- If all your phones are working and you can still call from extension to extension and access voicemail
- If you dial 9 to make an outside call or you hit a line key and the call fails, you possibly have a service related problem with your service provider. Please contact your service provider first.
