Customer Support
Report a fault
If you would like to report a fault please fill in your details below and one of our advisors will get back to you as soon
as possible.
FAQ
Please select from the catergories below to get detailed FAQ's.
Q. Is your fault system wide? Yes/No
Yes
Q. Can you make or receive external or internal calls? Yes/No
No
A. Your system has lost power or the controller has locked up. Ensure you have power to your System if not ensure there is power to the socket. If all power is ok call please email HTM
Q. Is your fault system wide? Yes/No
No
Q. Does it affect one or more extensions? One/More then one
More than one
Q. Are the Handsets dead? Yes/No
Yes
A. You either have a cabling fault or Extension card fault, Call the service desk for further assistance please email HTM.
Q. Does it affect one or more extensions? One/More then one
One
Q. Is the handset dead? Yes/No
Yes
Q. If you try another handset of the same type. Does it work? Yes/No
Yes
A. Your handset is faulty. Call the service desk to report the problem who can then advise you on what you can do. Have the model number of the faulty handset at hand.Please email HTM
Q. If you try another handset of the same type. Does it work? Yes/No
No
A. You have either a wiring or socket fault call the service desk to report the problem. Please email HTM.
Q. I have a Flashing red light on my phone. How can I cancel this?
Q. Have you retrieved all your messages from your voicemail? Yes/No
No
A. Call into the voicemail and retrieve all your messages. The lamp should go off after a few minutes.
Q. Have you retrieved all your messages from your voicemail? Yes/No
Yes
A. Dial *91 followed by you extension number. This should switch off the lamp.
Q. When I dial extension 100 it rings extension 119. Why is this?
A. Extension 100 has set call forward always to extension 119. Dial ##8 from extension 100 this will turn off call forwarding.
Q. Switchboard can not answer or make calls.
A. Switchboard application has locked. Press the CONTROL, ALT and DELETE keys and select RESTART.
Q. When we check in our guests their name does not appear in the screen and they cannot dial out.
A. You appear to have a PMS failure please email HTM
Q. Why can't I get onto the internet?
Q. Can you dial out from the telephone? Yes/No
Yes
A. You need to program the modem to dial 9 before the number to access a line out.
Q. Can you dial out from the telephone? Yes/No
No
Q. Has the room been checked in correctly? Yes/No
Yes
A. You appear to have a PMS failure please email HTM
Q. Has the room been correctly checked in? Yes/No
Yes
A. You possibly have a PMS failure call HTM service Desk
Q. Has the room been correctly checked in? Yes/No
No
A. Try checking the room out and in again.
Q. Why is my voicemail is full?
A. You need to delete your archived messages and any unread messages.
Q. What is my voicemail password?
A. If you have changed your password from the original default, you will need to ring HTM service desk to get your password reset.
Q. Have you checked the wake-up report for the room in question? Yes/No
No
A. Please run the report to check that the wake-up call was set.
Q. Have you checked the wake-up report for the room in question? Yes/No
Yes
Q. Does the report show that the wake-up call was set? Yes/No
No
Q. Was the wake-up call set on Fidelio? Yes/No
Yes
Q. Was the wake-up call set on Fidelio using the interfaces option? Yes/No
No
A. Fidelio will not pass the wake-up call over the interface without using this option. Please call Fidelio for further instructions on how to set wake-up calls.
Q. Was the wake-up call set on Fidelio using the interfaces option? Yes/No
Yes
A. There may be a Fidelio/Meteor interface fault, please call the HTM service desk.
Q. Was the wake-up call set on Fidelio? Yes/No
No
Q. Was the wake-up call set on Meteor or via the bedroom telephone? Yes/No
Yes
A. You may have a problem with the voicemail system, please contact the HTM service desk.
Q. Does the report show that the wake-up call was set? Yes/No
Yes
Q. Does the report show that the wake-up call "failed" at any time?
Yes
A. You may have a problem with your voicemail system, please call the HTM service desk.
Q. Does the report show that the wake-up call "failed" at any time?
No
Q. Does the report show that the system attempted to make 3 wake-up calls to the room and that each received "no reply" or "busy"? Yes/No
Yes
Q. If you ring the room from another extension in the hotel does the telephone ring in the room? Yes/No
Yes
A. You may have a problem with the voicemail system, please call the HTM service desk.
Q. If you ring the room from another extension in the hotel does the telephone ring in the room? Yes/No
No
A. You may have a problem with the telephone handset, please check that the volume is not turned down. If it is not please call the HTM service desk.
Q. Do the charges appear in the “lost interfaces” account? Yes/No
Yes
A. The Fidelio system is receiving the call charge posting but is not allocating the charge to the guest bill. Please contact Fidelio for further assistance.
Q. Do the charges appear in the "lost interfaces" account? Yes/No
No
Q. Do the charges appear on Meteor? Yes/No
Yes
A. You may have a problem with the Fidelio/Meteor interface, please call the HTM service desk.
Q. Do the charges appear on Meteor? Yes/No
No
A. You have a problem with the Meteor/PABX interface, please email HTM
Quick Reference Guides For Download
Click the links below to down the product manuals