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Will my phones work if the internet goes down?

Overview

Your PMX desk phones connect to the phone system over your office internet. If your internet goes down, desk phones can't make or receive calls until it comes back.

What happens to incoming calls

That depends on how your service is set up. Depending on your configuration:

  • Calls may go to voicemail
  • Calls may ring another number, such as a cell phone
  • Calls may follow a backup plan PMX set up for you

What you can try

  1. Make sure it's the internet. Open a website on a computer or another device in the office.
  2. Restart your internet modem and router, or contact your internet provider.
  3. Keep taking calls on your cell. If you use CloudieConnect on your cell (or SNAPmobile, if you already use it), it can keep working over cellular data. Turn off Wi-Fi on your cell so the app uses cellular.
  4. When the internet comes back, your phones should reconnect on their own within a few minutes. If a phone doesn't, restart it. See Restart your desk phone.

When to contact PMX

PMX handles the technical side, like where your calls go during an outage and any changes to your office network or firewall. Contact PMX if:

  • You're not sure what happens to your calls when the internet is down
  • You'd like a backup plan, such as sending calls to a cell phone during an outage
  • Your internet is working again but your phones still aren't

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