Table of Contents

Helix Telecom has begun a infrastructure modernization project in August, 2026. Documentation, links, instructions and processes related to provisioning equipment, customer portal, voicemail portal, ticket management, SMS, MMS, Fax, softphones, email communications may be incomplete or inaccurate. If you need updated documentation please sign into your account at https://fixmyphonesystem.com and submit a support ticket for assistance.

Troubleshooting Q&A

Why is my phone number missing from various yellow pages and online maps?

How do I test DTMF touch tones from my phone?

Why is the timezone incorrect on my Helix Telecom voicemail and recordings?

Why are calls placed on hold or parked intermittently disconnected?

How do I submit a MTR Report to Helix Telecom?

How do I perform a internet connection test for Helix Telecom support?

Making A Call

How do I report an outbound call failure to Helix Telecom?

Why do I receive a busy signal on outbound calls after the phone has rang for more than 30 seconds?

When dialing a number the call rings once then is sent to a busy signal. Why?

Call quality is always poor when dialing a specific phone number or when calls are forwarded to my cell phone but all other calls are fine.

When making an outbound call I received an error saying my call is prohibited.

I receive an error stating your simultaneous call limit reached when placing an outbound call.

Receiving A Call

Calls from other carriers receive an error message, busy signal or call quality issues.

Why do my customers have to dial a 1 or area code before dialing my number?

I am unable to receive incoming calls to a specific extension while all my other phones work fine.

I receive a call that rings for 3 or 4 rings then pauses before ringing for an additional 3 or 4 rings. Why is there a pause?

Calls are forwarded to my mobile phone. I am prompted to dial 1 before accepting the call. Dialing 1 does not work every time.

Calls are forwarded to my Helix Telecom number from another carrier. The first 1 or 2 calls are forwarded. Remaining calls receive a busy signal.

Voicemail Issues

I have a large number of old voicemail messages. When I listen to the messages they are blank.

BLF or Busy Lamp Field Issues

My Busy Lamp Field or BLF key does not update or is delayed.

Email Delivery Issues

I am unable to receive some automated emails from Helix Telecom.

Echo and Feedback

Why do I hear an echo when speaking with people from my Helix Telecom phone?

Why do others hear echo when speaking with me on my Helix Telecom phone?

CallerID Issues

CallerID Name is not displaying properly on third party phones or handsets. Can you fix it?

CallerID Number is not displaying properly on third party phones or handsets. Can you fix it?

My CallerID Number is a toll free phone number and is not displaying properly on third party phones or handsets. Can you fix it?

When calling some cell phones or home phones the CallerID shows up as a far away city.

When calling some cell phones or home phones the CallerID shows up as a far away country.

CallerID Number formatting for incoming calls varies either for individual numbers or between calls.

Outbound calls from my Helix Telecom phone are reported as Scam Likely or similar message.

Technical Q&A

What is latency and how do I test for it?

How do I access QOS settings for my Grandstream GXP-14XX or GXP-21XX phone?

What protocol does Helix Telecom phones use to connect to a Helix Telecom portal?

What TCP and UDP ports does Helix Telecom use for communicating between Helix Telecom phones and servers?

Can I use my phone as a predictive dialer or autodialer or in conjunction with a predictive dialer or auto dialer?

What is double-natting?

What changes are required for my Netgear router?

Does Helix Telecom provide technical support for headset configuration, installation or troubleshooting?

Do I need a static IP address from my ISP to utilize Helix Telecom for my telecommunication needs?

Phone Appointments

I am an existing customer and need phone support.

Policies & Procedures

I am a national customer and want on-site support.

I called Emergency Support but I was unable to authenticate. Can you help me?

How do I return a phone for repair or replacement in the event of a manufacturer defect or failure?

Does Helix Telecom pay for shipping charges for warranty repairs?