Phone & Voicemail Repair FAQ

How do I request phone and voicemail service and/or repair?

If you need new telephone(s) and/or voice mailbox(es) installed, moved, changed or disconnected, please complete and submit our Telephone and Network (Internet) Service Request Form.


Why is my phone not working?

There are a variety of reasons for a telephone not to work, ranging from equipment issues to the service having been disconnected at the customer’s request. In general, it is best to start is by contacting us at 408-924-1530 or ithelpdesk@sjsu.edu.

In some cases, when a phone has not been used for an extended period, the switch hook can become stuck. One quick fix to try is, take the handset out of the cradle and rapidly and repeatedly press and release the switch hook. This can sometimes restore service to a phone with this particular issue.


Why does my phone not dial off-campus, nationally, or internationally?

The calling area for SJSU telephones are individually programmed at the request of the department that owns the service. In general, telephones can be restricted to dial only on-campus, 408 only, Bay Area only, California only, all area codes in the continental United States plus Alaska, Hawaii, and the Caribbean, and internationally, including Canada, Mexico, and the other continents.

If the dialing capability of your phone does not meet your business needs, contact your department admin, or other person responsible for ordering telephone services, and have them contact us at 408-924-1530 or ithelpdesk@sjsu.edu to request a change in your calling area—also known as the class of service.


Why does my phone have a constant ringing sound when I pick up handset?

This is usually the sign of a port that has gone out of service. To request a repair, please complete and submit our Telephone and Network (Internet) Service Request Form.


My phone is missing; what should I do?

The first step is to check with your department admin or other person responsible for ordering telephone services to see if a work request has been submitted to move your telephone service.

If your telephone service was not moved, and it is determined that the set has been stolen, contact the University Police Department and file a police report. Our repair policy does not cover the theft of telephone equipment. Your department will need to request a replacement of the stolen telephone set.


My phone has physical damage; how do I get it repaired?

Our repair policy does not cover the replacement of telephone equipment that does not work due to physical damage or abuse. Your department will need to request the replacement of the damaged telephone set, which will be a billable service.


Why am I unable to access my voicemail?

If you are a new user for the voice mailbox you are trying to access, it may be necessary to have the pass code for the box reset. Contact your department admin or other person responsible for ordering telephone services and have them complete and submit our Telephone and Network (Internet) Service Request Form to request a voicemail pass code reset.


Why will my voicemail light not go out after I access my voicemail?

This, along with the audible, “message, message, message,” when you lift the handset, is usually a sign that another on-campus user has placed a callback on your telephone line. If an internal call was placed to your line and received no answer, a callback may have been left for your extension.

You can clear this condition, and automatically dial the user that left the callback by either lifting the handset and pressing the callback button on your phone, or if you do not have one, by pressing *7. If this does not clear your voicemail light, contact us at 408-924-1530 or ithelpdesk@sjsu.edu.


Why am I unable to call a particular off-campus telephone number?

It is possible that a new range of numbers has been added to the national telephone system. If this range of numbers was not updated to our switch, you will get a fast busy. Contact us at 408-924-1530 or ithelpdesk@sjsu.edu, tell us you are unable to call a specific number and provide us with the entire telephone number, including area code.