Repair Service

BROADBAND REPAIR

For questions about broadband repair, call the 24 hour Help Desk at 800-520-0092. Other broadband information can be found here.

VOICE REPAIR

Big Bend Telephone is responsible for the maintenance and repair of the telephone lines to your home or business. It is important to make sure the problem is not in your telephone set. If we make a customer requested service call and determine the problem is caused by your telephone set(s) and not by our facilities, you will be billed premises visit charge of $25.00. In addition, you will be billed a maintenance of service charge of $35.00 per half hour, beginning from the time a technician is dispatched to the premise. Any fraction of a half hour will be computed as one half hour. If the trouble is not your telephone set but in the telephone line, you will not be charged a premises visit charge or any maintenance of service charge. Please follow these steps to determine if the problem is your telephone set:

• Look for symptoms like cracked plastic housing, broken or frayed cords or lights that don’t work on any telephone in your home or business.
• If you have more than one phone, make sure each phone’s receiver is on the hook. If none of them are off the hook, unplug every phone. Then start plugging them back into the wall jacks one at a time, checking each phone for a dial tone as you go. The telephone set that causes the line to go dead is the broken one.
• If you have just one phone, unplug it and borrow someone’s phone. If the borrowed phone works, then the problem is in your telephone set.
• If the phones appear to be in good working order, take a working phone to your Network Interface Device (Protector).

The following is a drawing of your Protector, which is usually located on the outside wall of your home or business, near the electric meter. (It is where Big Bend Telephone Company’s lines and your inside telephone wiring connect, or interface.)

Open the Protector by loosening the screw, then lift the outer cover straight up. Remove the phone jack and insert the phone jack from your phone.

If the problem remains the same when you plug in your phone at the Protector, the problem is in your outside telephone lines, please call 800-592-4781 for Repair Service.

If the phone is working when you plug in at the Protector, the problem is in your inside telephone wiring. You will be charged a $35.00 fee per half hour if you ask us to make a repair visit and the trouble is found in the telephone wiring inside your home or place of business.

You have two options if you need help with inside wiring:

• Hire an electrical contractor
• Save money by doing the work yourself

Determine the Source of the Problem: