Obi200 - No Dial Tone - Tried Support - Two Tickets Submitted & No Response
Gate:
Hello,
Maybe I will have better luck here. I have had my Obi 200 Device for less than a year and I cannot get a dial tone from it anymore.
I have done all the troubleshooting I can do at this point. I've tried multiple devices, phones, cords, removed it from my dashboard etc. I cannot make a test call or get a dial tone. There is no LED light on the phone port either. Pretty sure there is something wrong with the port itself. The power LED works, the internet activity works...but the phone port and LED is dead.
I'd like to send it in for a replacement or repair. It's been like pulling teeth to get a response. Because so much time has passed and I needed a working unit I was forced to purchase another OBI 200. This one is working fine and as expected, however, I want to fix my original unit or have it replaced as a backup in case this situation should arise again. From my understanding, I am still within the warranty period to do so and receiving "premium" support for the first year of purchase.
Thank you for any/all help you can provide.
drgeoff:
See the last paragraph ('acid test') of my post http://www.obitalk.com/forum/index.php?topic=16203.msg100587#msg100587. If the SLIC chip is dead are the other parts of that post pertinent?
This is primarily a user to user forum and is likely to be even less effective than submitting a ticket if your aim is to get the attention of Obihai tech support.
Gate:
Hello hero member - thanks for reaching out.
Per your suggestion and acid test... it is confirmed 110% dead. Now the pertinent point becomes that it is still within a year of purchase, under warranty, and I am supposedly receiving "Premium support." So what should I expect? A new unit? A response from someone? How else does one get in touch or figure this out other than submitting a ticket or posting here?
Like I said...I just went ahead and bought a new one because so much time has passed but I still want a replacement/repair for the original if possible. Maybe you or others here have experienced something or know what to expect or not given this situation. I have no idea... have not heard anything back. Feels like by the time I do hear something back it will be out of warranty.
Thanks for trying to help.
SteveInWA:
Generally speaking, this scenario is caused by a power spike/surge/over-voltage reaching the telephone interface chip (SLIC) inside the OBiTALK device and frying it. This is not something that a company would normally cover under warranty, as it was caused by external/environmental or user error factors. The device is not repairable.
To prevent this in the future: DO NOT connect the telephone jack on the OBi device to your home/office premises wiring, unless you know what you are doing. The premises wiring must be completely disconnected from any telephone service provider's wiring. In plain English, if you had telephone service coming into your building from a traditional telephone company, or digital phone service from a cable or fiber device, then those wires must be disconnected from the point of demarcation (junction box) on your building.
Furthermore, plug the OBiTALK device, and ALL connected equipment, to a reputable-quality surge protector or UPS. That includes the telephone, if it has an AC adapter, the modem, router, switch, and any components plugged into your LAN or telephone wiring.
Gate:
Hi Steven,
No offense here, but I really wasn't asking for suggestions in terms of what precautions to take. I appreciate you using small words and all for me in "plain English" though. ::)
You described "normally" and "generally speaking" scenarios...which correct me if I am wrong but seem to read either: "you did something wrong" or "if it got hit by lightning you're out of luck" <normally.
I cannot be 100% certain as to what the cause was. Maybe it was a lightning storm...maybe not. I don't know.
What I do know is...
1. I have used precautions and yes I am capable of understanding them and writing in complete sentences.
2. It has been less than a year since I've owned the unit and I am supposedly still under warranty and receiving "Premium Support."
3. I have not received a response.
4. I went ahead and bought another unit as I continue to wait to hear something back.
5. I cannot control lightning and neither can the people at Polycom nor do I expect them to.
So, how long "normally" and "generally" speaking should a consumer with an item still under warranty and Premium Support expect to wait for a response and plausible course of action? I mean even if the response is something that you might not want to hear...that's still better than nothing. If your experiences are that normal wait times for Premium Support is two weeks... then hey...at least I know what to expect.
That's it.
Thanks
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