Client Support & System Status
Access your unified services portal (managing voice, UC, CXM, WebFax™, and account tools enabled for your user level), run a 90-second diagnostic check, or submit a categorized support request below.
All NEXUS™ Systems Operational
Real-time core telemetry across US-West, US-Central & US-East Equinix® clusters
"My Phone Isn't Working" — 90-Second Checklists
Before submitting a support ticket or requesting a billable onsite dispatch, walk through our progressive 90-second checks to resolve common local power, cord, or wireless connection issues immediately.
Blank Screen or "No Network"
Verify the Ethernet cable is plugged into the phone's LAN/Network port (never the PC pass-through port). Unplug the cable or power adapter for 15 seconds and reconnect to force a fresh boot.
Poly® Rove, etc.
Won't Ring: Ensure Do Not Disturb (DND) is off and ringer volume is up.
Can't Call Out: Move closer to the DECT base station, seat handset in charger, and verify base station power/LAN lights are solid.
Wi-Fi Handset Offline or Dropping
Unlike DECT phones, Wi-Fi phones connect directly to your wireless access point. Verify your office Wi-Fi SSID/password hasn't changed and check signal strength in that room.
Static, Echo, or One-Way Audio
Press Speakerphone to test whether a worn curly handset cord is causing static. If multiple phones have choppy or one-way audio, reboot your local ISP modem/router.
Client Care & Operating Hours
Standard support operates Monday–Friday, 9:00 AM – 6:00 PM PT (with a 5:30 PM PT daily active intake cutoff so same-day tickets can be stabilized before close).
Submit a Client Support Request
Automatically tagged by category and routed to [email protected] for department assignment.
Your Support Ticket Has Been Received
Thank you. Your request has been routed to our engineering team. If you checked the box to share screenshots or call examples, simply reply to your confirmation email or send them to [email protected] with your organization name in the subject line.