CQ Knowledgebase - Support

Troubleshooting

1.  Choppy Audio

  •  If Single Phone Reboot the phone.  To reboot the phone you can turn the phone around and remove the power adaptor for 10s and plug it back in.  If there is no power adaptor then the phone is getting its power from the ethernet cable.  Remove the ethernet cable that is plugged into the Internet port for 10s and plug it back in.

If the reboot did not solve the problem then test the phone with a handset/phone cable from a phone that is working.  If it is the handset/phone cable that fixes the issue contact your CQ rep for a replacement.

  • If All Phones - Start with a modem reboot.  This is usually a black box where your internet enters your office.  Typically has a coax cable plugged into it.

If the modem reboot doesn't solve the issue, reboot your router/firewall.  This is usually plugged into your modem.

If you are uncertain of your modem or router contact your IT team or ISP for further guidance.

2.  All the Phones go offline

 

Your phone system in the cloud sits behind a protected firewall that is designed to only allow traffic from your office(s).  If your office has a change in WAN IP, the address your office is known to the internet, then your phones will no longer be allowed to reach the cloud.  Open a web browser and search - What is my WAN IP?  Copy the WAN IP provided and contact your CQ rep so the firewall can be adjusted.

If in this process you find your internet is also down then the phones should come back online once your internet has been restored.  Since your system is in the cloud you can contact your CQ rep and have inbound calls routed to an alternate number until your internet is restored.

3.  I am no longer receiving VM emails

The first place to look will be in the spam/junk folder of your email.  If you do not see them there contact your CQ rep for further investigation.  If you do find them in your spam/junk then create a filter in your email so they always go to your inbox.

4.  I changed my button programming but it reverted back

Your phone is linked to a template that unless your CQ rep makes the necessary changes, will override your modifications.  Contact your rep to allow your changes to override the template.

Customer Support

If you are experiencing issues with your SimplyHosted system you can receive support through your CQ certified dealer or from CQ directly.  Feel free to use the form below, call CQ directly at 989-492-7068 or email support@cqsimple.com.

SimplyHosted Support Ticket

CQ Tech Support is working to resolve your issues.  We will be in touch if we have an update to share.  For emergencies please call your CQ dealer or 989-492-7068