How to conduct any Isolation Test

What is an isolation test?

An isolation test is a check that you will be asked to perform on your handset and phone line, when you log a fault, to determine whether the fault lies with their CPE (customer premises equipment, eg: handset) or with the phone line.

 

How to conduct an isolation test:

    1. Check that all your phones are on the hook and sitting correctly in the cradle.  If you do find that a phone was off the hook then hang the receiver back into the cradle and check that the dial tone has been restored.

    2. Ensure that both handset and the line cords are plugged in firmly.   You may need to unplug and re-plug each phone to "reset" the dial ton.

    3. Disconnect all private equipment that are plugged into jack points e.g. double adaptors, extension cords, fax machines, modems etc.  Allow at least 30 seconds to elapse to reset the line.  Now plug equipment back into jack points one at a time whilst checking the line after each new piece of equipment is plugged in.

    4. If you have only one telephone but more than one jack point, then try a test call from the other jack point. If the phone works then it may be the first jack point that is faulty. If this is the case then contact us, and we will manage the fault.

    5. If your have another telephone but only one jack point, then try a test call from the other phone. If the second phone works it may be the original phone that is faulty.  The handset will need to be replaced.

For suspected power disruptions, try resetting your equipment. Cordless phones, answering machines, faxes and modems require power supply and can be affected by lightning or power disruptions. Note: If the power is still off, these products will generally not operate.

    1. Unplug ALL equipment from their phone line 

    2. Reset the power for all electrically powered equipment (i.e. turn switch on and off).

 

An isolation test needs to be completed before any fault is logged.  If a technician visits the site and confirms it was faulty equipment, you will be charged a service fee.