Rogers
  • Français
  • Province: ON
changelang changeprov A A A
REGISTER NOW
Home >Small Business >Support >FAQs >Business Phone
Checking your Rogers Business Phone Terminal

Occasionally, one or more lights on the Rogers Business Phone Terminal may flash or go out. This section contains information about troubleshooting changes in the normal LED light pattern. The front of your terminal contains a series of LED indicators (lights) that indicate the status of various elements that provide your phone service.

During normal operation:

All of the lights will remain on and steady except for the Link LED.

The power light is flashing or is out.

If the power light begins to flash or is out, the Rogers Business Phone Terminal is not receiving AC power. Confirm that both ends of the AC power cable are properly connected. If the AC power cable is properly connected and the power light is still out, call our Business Support Centre at 1 866 727-2141 and request Technical Support.

The lights are flashing.

If any of the Telephone 1 / 2 / 3 / 4 lights are flashing on the front of the Rogers Business Phone Terminal, one or more phones are off the hook. Confirm that all of your phones are properly hung up.

The battery light is flashing.

If the battery light on the front of the Rogers Business Phone Terminal is flashing, the battery needs to be replaced. Call our Business Support Centre at 1 866 727-2141 and request Technical Support.

The battery light is off.

If the Battery light is off, try the following steps:

  1. Check the bottom of the Rogers Business Phone Terminal and ensure that a battery is present.
  2. If there is a battery, remove it and securely reinsert it. (You should hear a click.) The battery light may begin flashing to indicate that it is charging.
  3. If the battery light is still off, call our Business Support Centre at 1 866 727-2141 and request Technical Support.
No dial tone. I cannot place calls. If you have a single line telephone:
  1. Try placing a call from a different phone in your business.
  2. Ensure that all your phones are properly connected to their jacks, that they are not off the hook, and that they are plugged into a wall outlet (if they require power).
  3. If you are using a cordless phone, make sure that the handset is in range of its base and that it is properly charged.
  4. Ensure that a telephone splitter has not been connected between your Rogers Business Phone Terminal and the telephone jack.
  5. Unplug each of your phones from its jack and try connecting a single phone to isolate the problem to a specific phone or jack.
  • If you hear a dial tone, it may indicate a problem with one of your jacks.
  • If you do not hear a dial tone from any of your jacks, go to step 6 below.
  1. Check the LED pattern on your Rogers Business Phone Terminal to ensure that it is working correctly. During normal operation, all of the lights on the front of your Rogers Phone Terminal will remain on and steady except for Link LED which will remain off.
  2. If your Rogers Business Phone Terminal is not working correctly, follow the steps below to reset it.
Steps to Reset the Rogers Business Phone Terminal
  1. Look at the back of the Rogers Business Phone Terminal and locate the reset button.
  2. Press and hold the reset button with a paperclip until the lights on the front of the terminal turn off.
  3. Release the reset button.
  4. The terminal will begin the start-up sequence, which takes approximately 5 minutes.
  5. The LED on the front of your Rogers Business Phone Terminal should now be lit and steady.
  6. If this does not resolve your problem, call your interconnect company or our Business Support Centre at 1 866 727-2141 to speak to a business support representative.
If you have a Key System Unit/PBX:
  1. Check the LED pattern on your Rogers Business Phone Terminal to ensure that it is working correctly. During normal operation, all of the lights on the front of your Rogers Phone Terminal will remain on and steady except for Link LED which will remain off.
  2. Connect a single line phone directly to the Rogers Phone Terminal (Port 1) and listen for dial tone.
  3. If there is dial tone, please contact your interconnect company for KSU/PBX support.
  4. If there is no dial tone, call our Business Support Centre at 1 866 727-2141 and request Technical Support.
I cannot receive calls. My phone does not ring.
  1. Ensure that you hear a dial tone and can place a call. If you can't, refer to the steps for, "I cannot hear a dial tone."
  2. Ensure that the Call Forward - All Calls feature is not on. (Dial to deactivate it.)
  3. Make sure that your phone ringer is on and loud enough to hear. (Refer to your phone manual for instructions.)
  4. Ensure that all your phones are properly connected to their jacks, that they are not off the hook, and that they are plugged into a wall outlet (if they require power).
  5. If you're using a cordless phone, make sure that the handset is within range of its base and that it is properly charged.
  6. If you have a key system or PBX, please contact your interconnect company.
  7. If none of the steps above resolves the issue of being unable to receive calls, please call our Business Support Centre at 1 866 727-2141 and request Technical Support.
I hear static and/or a hum while on a call.

Static or hum on a line may indicate trouble with the phone, the wiring or the jacks. Follow these steps to troubleshoot:

  1. Unplug each of your phones from its jack and try connecting a single phone to isolate the problem to a specific phone or jack.
  • NOTE: If possible, use a corded phone for the steps below.
  • If you do not hear static or a hum, the problem may be with one of your other phones or jacks.
  • If you still hear static or a hum, try step 1 with another phone on a different jack.
  • If you still hear static or a hum after trying all your phones on all of your jacks, try the steps below.
  1. Check each of your phones for stuck buttons, damaged keypads or other damage.
  2. Check each of your jacks for physical damage or loose wiring.
  3. If you have a key system or PBX, please contact your interconnect company.
  4. If none of the steps above eliminates the static or hum, call our Business Support Centre at 1 866 727-2141 and request Technical Support (option 3).
Caller information is not being displayed.
  1. Ensure that the caller is not blocking the caller information - does the display read "private name/private number"?
  2. Make sure that the phone is compatible with Call Display. (Refer to your telephone manual.)
  3. Check both the phone power adapter and electrical outlet to ensure that your phone is plugged in properly. Call Display phones should be plugged directly into the phone outlet, with no answering machines, fax machines, extension cords or jack splitters between the Call Display phone and the jack. These components may prevent the Call Display information from being sent to your phone.
  4. Call our Business Support Centre at 1 866 727-2141 and request Technical Support.
My Call Display only shows 7 digits of a phone number. I am unable to redial missed calls directly from my Call Display list.

Some Call Display-compatible telephones allow you to program your area code into your phone. This means that calls being displayed show only the 7-digit telephone number (without the area code). If you are in a 10-digit dialing area and attempt to redial this number, the call will fail.

To display the full 10-digit telephone number and avoid this problem, do not program an area code into your phone. Refer to the phone manufacturer's user guide to learn how to delete the area code.

Call our Business Support Centre at 1 866 727-2141 and request Technical Support.

I am having a problem programming my fax machine to accept incoming faxes.

Depending on which features you subscribe to, your fax machine may not be correctly programmed to accept incoming faxes. Verify the following information to ensure your fax machine is set up properly:

  1. Is your fax machine properly installed and powered on?
  • No - Please review the fax machine manufacturer's user guide.
  • Yes -Go to step 2.
  1. Has the ring pattern required to activate your fax machine been set?
  • No - Please set the activation ring pattern on your fax machine.
  • Yes - Go to step 3.
  1. Is your phone capable of making the ring pattern to activate your fax machine?
  • No - Set your fax machine activation ring pattern to one that your phone is capable of making.
  • Yes - Go to step 4.
  1. Call our Business Support Centre at 1 866 727-2141 and request Technical Support.
How does the Rogers Business Phone work?

Rogers Business Phone uses Rogers loop start (not ground start) cable lines to deliver local service. Simply put, instead of getting your phone service over the telephone company's wires, you'll get it through Rogers cable lines.

Will my Rogers Business Phone service continue to work during a power outage?

Yes. Your Rogers Business Phone Terminal has a battery back-up that allows you to use your telephone service while the power is out. Provided that the battery in your Rogers Business Phone Terminal is correctly installed and fully charged, you will have up to 8 hours standby or depending on the number of lines you have, up to 5 hours of talk time during a power outage.

NOTE: Cordless phones cannot work in the event of a power outage. We recommend that you keep at least one corded phone in your office in case of a power outage.

How do I add or remove Calling Features from my service?

You can choose features individually or in packages. To add or remove features, please call Rogers Business Support Centre at 1 866 727-2141. Remember, you can add or change your Calling Features at any time.

How do I access my Rogers Business Voicemail?
  • From the office, dial *98
  • Toll Free: 1 87-ROGERS-VM (1 877 643-7786)
  • From the internet: rogers.com/messagecentre
Is Rogers Business Phone compatible with all telephone devices?

Rogers Business Phone supports most types of telephone devices and fax machines; however, we cannot guarantee full compatibility with every type of telephone device or fax machine manufactured. If you have questions about the compatibility of your equipment, call our Business Support Centre at 1 866 727-2141 to speak to a business support representative.

Is Rogers Business Phone compatible with dial-up modems?

Rogers Business Phone supports most types of telephone devices. Because of the wide variety of modems, however, we cannot guarantee full compatibility with every type of modem. If you use a dial-up Internet service, we highly recommend switching to the Rogers Business Internet service, which provides faster speeds than dial-up. For more information about Rogers Business Internet, call Rogers Business Support Centre at 1 866 727-2141.

Does Rogers Business Phone work with alarm systems?

Yes. Rogers Business Phone works with the majority of alarm systems, such as ADT, Chubb and many more. The Rogers Business Phone service is easily incorporated into an existing alarm system because it uses a dedicated, private cable network, not Voice over Internet Protocol (VoIP) or the Internet, to transmit information to the alarm company.

NOTE: If your phone number has changed, you should provide the new number to your alarm company immediately so that they can update your account with accurate contact information.

Does Rogers Business Phone work with Point of Sale devices?

Yes. Rogers Business Phone does work with the majority of Point of Sale devices in Canada.

I do not want my phone to ring differently on Long Distance calls. Can this be disabled?

Yes. This feature can be activated/deactivated by dialing *49 or using the Business Online Manager (See page 11 for an overview of Business Online Manager, or view/download the user guide at www.rogers.com/businesshelp.

How do I use Call Waiting with the Enterphone or intercom system in my building?

It is easy. Refer to page 28 for information on how to use Call Waiting with an intercom system or Enterphone.

If I activate Call Forward - All Calls, can callers still leave me Voicemail messages?

No. If you subscribe to the Voicemail service and forward calls to an alternate number, your Voicemail service will not receive messages.

Can I still make outgoing calls if I activated the Call Forward - All Calls feature?

Yes. You can make outgoing calls, but you cannot receive any calls.

Why do I still hear my phone ring briefly when I activate Call Forward - All Calls?

If someone tries to call you while Call Forward is on, your phone will ring briefly to remind you that the feature is activated.

If I activate Call Forward - All Calls with a Long Distance telephone number, will I be charged for a Long Distance call?

Yes. If you forward your calls to a phone number outside your local calling area, the usual Long Distance charges will be billed to your account if the call is answered at the distant number.

What is hunting?

This feature allows you to reroute incoming calls to the next open line when a line is busy. That way, your customers can reach a real voice instead of a recorded message.

How do I change the sequence of my hunt group(s)?

Call Rogers Business Support at 1 866 727-2141 to change or create hunt groups.

Why does my hunt group only hunt if the line is busy? How can I make the lines hunt if the pilot line is unanswered?

Hunting to the next line in a hunting group occurs only when the pilot line is busy. Calls to the pilot line that are unanswered will go to Voicemail if that feature has been activated. Calls made directly to the member lines do not hunt.

Will Simultaneous Ring work with ALL phones?

Yes. If you subscribe to Simultaneous Ring, it will ring up to 5 lines-your Rogers Business Phone and four additional telephone numbers that you specify. Those telephone numbers can be for any device, including your mobile phone, home phone or PDA, and they can be someone else's line. The telephone numbers do not have to be on the Rogers Network.

I have voicemail on each of the lines that are currently set up on my Simultaneous Ring feature. Which voicemail will pick up unanswered calls?

The telephone number that has been set up with the shortest number of rings before it goes to voicemail will receive the voicemail message.

How can I protect my business from PBX fraud?

While no telecommunications system can be completely free from the risk of fraud, diligent attention to system security can reduce your risk. The following are a number of ways you can protect your business.

  • Update your pass code: Simple, sequential or pre-set pass codes are vulnerable to fraud and should never be used. Your unique pass-codes should never be programmed into auto-dialers, and should be updated on a regular basis.
  • Educate your Employees: You and your employees should be aware of the threat of telecom theft and take the necessary actions to protecting your phone systems.
  • Block unnecessary traffic: Configure your system to restrict long distance access to specific times - during regular business hours, for example. You can also arrange to block or limit access to overseas calls.
  • Configure your system to restrict long distance access to specific times - during regular business hours, for example. You can also arrange to block or limit access to overseas calls.
How can I identify fraudulent activity with my business phone?
  • Suspicious changes in normal calling patterns
  • Complaints that customers cannot call in because the system is always busy
  • Increases in wrong number calls or silent hang-ups
  • Increases in night, weekend and holiday traffic
  • Increases in your toll free traffic
  • Increase in international calling
  • Increase in abnormal calls i.e., crank and obscene calls
  • Toll calls originating in voice mail
Can I manage my Rogers Business Phone services online?

Yes, please call Rogers Business Support at 1 866 727-2141 to sign up for Business Online Manager if you do not have access. Business Online manager is exclusively available to our Rogers Business Phone customers.

What is Business Online Manager?

Business Online Manager allows you to manage your phone features and settings, and to quickly and easily forward calls, set ring settings and manage contacts from a secure Web interface. Business Online Manager is included when you subscribe to Rogers Business Phone.

To access Business Online Manager, go to www.rogers.com/businessonlinemanager

Where can I obtain a copy of the Rogers Business Phone user guide?

Download User Guide