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Overview

Most phone problems have quick fixes you can do yourself in under a minute. Run through the checks below before logging a case. If none of them sort it, support is a call away on 02 8866 3000.

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My phone isn’t ringing

Work through these in order. They cover nearly every case:
  1. Check for the DND icon in the status bar. If it’s there, turn Do Not Disturb off.
  2. Check for the forwarding icon in the status bar. An active Always Forward stops your phone ringing. See Call Forwarding.
  3. Check the ringer volume: press Volume + while the phone is idle. See Volume & Ringtones.
  4. Check your status in the Pear Portal: Away, Break, Lunch, or Meeting all silence your phone. Set yourself back to Available.

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Callers can’t hear me

  1. Check you’re not muted. The Mute key glows red when you are.
  2. If you’re on a headset, check it’s plugged in firmly and the Headset key light matches how you’re trying to talk. See Headsets.
  3. Try the handset. If callers hear you on the handset but not the headset, the headset (or its cable) is the culprit.

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The screen is blank

The screen dims and turns off to save power. Press any key (or tap the screen on touch models) to wake it. If the phone won’t wake at all, check the network cable in the back is clicked in. On most desks it also powers the phone.

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Restarting your phone

A restart fixes a surprising number of glitches: frozen screens, keys showing the wrong status, one-way audio. It’s safe: your contacts, keys, and settings all survive a restart.
The quick way:
  1. Hold the X button for around 10 seconds.
  2. When “Reboot this phone?” appears, press Yes.
  3. The phone restarts and is back in a minute or two.
You can also go through the menu: press Menu, then Basic > Reboot, and confirm.
While the phone restarts, calls to your extension follow your no-answer routing (usually voicemail), so pick a quiet moment if you can.

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Factory reset: be careful

A factory reset is a very different thing from a restart, and it’s almost never the answer.
A factory reset clears everything from the phone, including its connection settings, and can cause registration issues that stop the phone working until it’s set up again. Only factory reset a phone if Pear support has asked you to.
On button phones (T46/T54): hold the OK button for 10 seconds, and when “Reset to Factory Setting?” appears, press Yes. Because X (reboot) and OK (factory reset) sit next to each other, read the on-screen prompt before pressing Yes. If it says anything about factory settings and you only wanted a restart, press No and hold X instead.

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Frequently asked questions

Will restarting my phone affect anyone else? No. Only your handset restarts. Calls in queues and your colleagues’ phones carry on as normal. My phone says “No Service” or similar. That means it can’t reach the phone system. Check the network cable first, then restart. If it persists, it may be a network or internet issue at your site. Please contact support. Something else is wrong and it’s not listed here. Restart first. If it’s still misbehaving, log a support case or call 02 8866 3000 and we’ll take it from there.