If you are having call quality issues, please reach out to your current internet provider and let them know as call quality issues are due to slow internet connection such as slow download speed, high jitter time, high ping time, and packet capture loss.

If your internet connection is down, your VOIP phones will not ring, but your phone system is still answering calls, and handling your clients questions.

We do have a mobile app for your smart phone to act like one of your in-store phones in the event of internet going down, or wanting to work from home. To find out more about this add on feature CLICK HERE.

If your fax is not working, please confirm first that you are using us for your faxing service.

1. Is it your inbound faxing, outbound faxing, or both?
2. Please have a test fax sent to you. Was it delivered successfully?
3. If yes, please check your spam folder in your email
4. If no, please confirm the sender is using the correct fax number.

If the problem persists, please email tech@premiercompanies.com

Only one handset is not working:

Please locate the Yealink W60B hub, unplug it from power for 10 seconds, plug it back into power. Please also take the problem phone in your hand, hold the red “end” button for 5 seconds to power the phone off, wait 2 minutes, then hold the Red “end” button for 5 seconds to turn the problem phone back on. Please test and see if the problem persists.

All handsets are not working:

All of them, please locate the Yealink W60B hub, unplug it from power for 10 seconds, plug it back into power, and test again after waiting 5 minutes.

If the issue is not resolved, see below:

1. the phone not ringing on inbound calls, 2. the phone not being able to dial outbound calls, 3. call quality, or 4. earpiece volume. 

1. Phone not ringing on inbound calls – Please make sure you have turned off, and back on both the Yealink W60B, and the problem handset. If the problem persists, please check to see if your phone has the “Do Not Disturb (DND)” enabled. If so, it will have this icon in the top left corner. To disable DND, please press the middle OK button, go to Call Features> Do Not Disturb and press the top right button> press the left arrow until you see the word “Disabled”>click the top right button that says “Save”. If the problem persists, please email tech@premiercompanies.com
2. Phone not dialing outbound calls – Please make a test call to multiple other phones to see if the issue might be on the receiving end. Please make test calls both with and without an area code. If the problem persists, please email tech@premiercompanies.com
3. Call quality issues – Please reach out to your current internet provider and let them know as call quality issues are due to slow internet connection such as slow download speed, high jitter time, high ping time, and packet loss. 
4. Earpiece volume issues – While in a live conversation press the right circle arrow to increase the volume or press the left circle arrow to lower the volume.