How to Contact Team Reynwood

We’re staffed 24 hours a day, 7 days a week, always available to take a call from you at 611 from your Reynwood phone or 800.747.1704 and we’re also happy to hear from you online. See all the exciting options below.

Submitting a New Case

Reynwood has a multitude of channels to submit a case to our team

Option 1: Email

You can open a new support request by simply sending an email to “team @ reynwood.com” (Please remove the spaces before and after the @ symbol)

Option 2: Web Widget

Simply click the little “Help” button at the bottom right of this page, or any other support page; fill out the details of your request and then hit “Send.” This will open up a new case and will be routed to Team Reynwood to address.

Option 3: Give Us a Call

You can always get help by dialing 611 from your Reynwood device or call us at 732.924.4060, if calling from your mobile device or non-Reynwood service.

We are fully staffed during the business day. If you happen to get voicemail, simply leave a message and the system will transcribe your message and will route it to a Team member to be addressed.

We have made these improvements in order to serve you, our loyal Clients, even better!

Simple Diagnostic Steps

Your Reynwood technician may direct you to carry out some simple diagnostic steps to help identify the cause of a problem that we’re working on. Please follow the instructions below and any guidance your technician has given you to help us speed you to a resolution.

Some of the requests may seem a little technical but we’ll interpret the results for you. Also, note that we’ve included the button number against each choice for the Polycom VVX series phones – that may vary for the older Polycom SoundPoint phones – chose the button that most closely resembles the instruction.

Step 1: Validate Connectivity

To validate general connectivity, we can initiate something called a “ping request” – this asks the phone to reach out and report if it can contact the Internet.

To initiate a ping request, press Menu & select Settings then press:

  • 4. Status
  • 4. Diagnostics
  • 4. Networking
  • 1. Ping
  • Enter 8.8.8.8 (that’s 8*8*8*8)
  • Press the Start soft key on the display.

After a short delay, the phone should display a few attempts to reach the destination. If each shows “Success” and not “0 received”, we’re in good shape, proceed to Validate DNS

Step 2: Validate DNS

Here we’ll check that your phone can read the names from the Internet used to find the systems out there. To validate DNS lookup, we can test using a “trace route”.

To initiate a trace route, press Menu & select Settings then press:

  • 4. Status
  • 4. Diagnostics
  • 4. Networking
  • 2. Trace Route
  • Enter 8.8.8.8 (that’s 8*8*8*8)
  • Press the Start soft key on the display

After approximately 60 seconds, the display should return. The result of the trace route MUST contain names such as alter.net or verizon for example, as well as numbers. If you see names in the trace, you can proceed to checking configuration download, if not, let us know.

Step 3: Configuration download

To validate that the phone is able to reach our systems and collect its configuration settings, press Menu & select Settings then:

  • 4. Status
  • 3. Lines

If able to reach out, you should see that the Line is shown as “Registered“.

Step 4: Collect information

In this step we’ll gather some information about your network to help us figure things out.

Press Menu & select Settings followed by:

  • 4. Status
  • 2. Network
  • 1. TCP/IP Parameters.

Jot down the “IP Address“, “Subnet Mask“, “Gateway” and “DNS Server” – we can use that info to localize the issue.

Please let us know what you find and, thanks!

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