Switchplace Troubleshooting Guide

Utility Services Switchplace is responsible for payment of utility services. On occasion, our utility service vendors (gas, electric, telephone, water/sewer, cable, internet) will mistakenly send bills to the apartment address rather than to our offices in Dallas, Texas. Should you receive any of these bills, please fax to 972-739-3191 or email connect@switchplace.com to prevent interruption of service.

If you complete the troubleshooting steps below, and are still experiencing issues with any utility service, please contact SWITCHPLACE to restore your service.

Breaker Box (Power Panel)
Your breaker box supplies electricity to the various circuits in your apartment, usually located in a hidden area inside the residence (behind a door, inside a closet, or in a utility closet), or on the exterior of single-family homes. For any loss of electricity, please check the box to see if any breakers are “tripped,” or in the “Off” position – this should be clearly marked on each breaker. Turn the desired switch back to “On” and check the power again. Please submit a maintenance request if you still have a loss of power or the breaker continues to trip.

GFI/GFCI Outlets
If you lose power to a single outlet (for example: loss of power to a light or appliance which had previously been working), check to see if that outlet has a GFI/GFCI switch. Generally, there will be two buttons on the GFI outlet: a “test” button and a “reset” button. Press the “reset” button on the outlet and power should restore. If it does not, please submit a maintenance request. NOTE: Some GFI buttons will be multi-colored and some will be colorless, but they will always have the words embossed on them. Please look closely to determine which button you need to press.

Shut-Off Valves/Leaks
Each water fixture in your apartment will have a shut-off valve. If you experience any leaks, look for the valve underneath the sink or behind the toilet, and turn the knob or lever CLOCKWISE to shut it off until maintenance can repair it. Please report any leaks as soon as possible to avoid damages.

Lighting
If a light bulb burns out in one of the lighting fixtures (ceiling fan, track lighting, oven, bathroom vanity lighting, etc.), maintenance will typically replace the bulb for you, and you can submit a maintenance request to Switchplace directly. If a light bulb burns out in a floor or table lamp, the resident will be responsible for replacing those bulbs on their own.

Which Remote Should I Use?

Cable Remote This remote is provided by the CABLE UTILITY SERVICE PROVIDER, and is the remote you will use most frequently. It is typically the largest of the 2-3 remotes provided in the apartment. You will use this remote to do the following:

• Change CABLE TV channels
• Adjust volume
• Check TV shows, show times, and available channels
• Turn TV on and off
o Push “TV” button at the top of the remote, then push the “Power” button.
o If that doesn’t work, you’ll have to use the TV remote
o To reset for usage, make sure to press the “Cable” button (may be labeled with the service provider’s name).

Television Remote
This remote is provided by the TELEVISION MANUFACTURER. It will be similar to the cable remote, but will include fewer options. It will have the same branding as the TV itself (LG, RCA, Sony, etc.). You will use this remote to do the following: • Turn the TV on and off if the cable remote does not work for this purpose • Change the “input” or “source” of media (for example: switching from cable to the DVD player) NOTE: If you experience any loss of cable service, please make sure that the actual TV is on channel 3 using the TV remote, or you will most likely not be able to view your cable programming.

DVD Remote
This remote will be used exclusively to operate the DVD player. To avoid confusion, we recommend that you place the remote on top of the DVD player or in a drawer.

To use the DVD player, please take the following steps:
• Use the DVD remote to turn on the DVD player
• Use the TV remote to change the “input” or “source to Video 1, 2, or 3 until you see the DVD player’s welcome screen
• Insert your DVD into the player

Cable/Television Troubleshooting
If your TV or cable service is not working, please try the following:
• Be patient – it will take approximately 10 seconds for the picture to appear on an LCD TV.
• Ensure that the cable box is powered on as well as the TV
• If you cannot operate either the TV or the cable box with the appropriate remotes, check the batteries are placed inside the remotes correctly and are working
• Make sure the TV is placed on the correct “input or “source” by cycling through the settings on your TV remote.

If these steps do not solve the issue, you may need to reboot the cable box. Please try the following:
• Unplug the power cord to the cable box from the electrical outlet
• Wait approximately 30 seconds, then plug it back in. The box should begin rebooting itself.
• Wait until the digital clock reappears on the display window of the cable box
• NOTE: Some cable boxes may take up to 30 minutes to reboot

If you are experiencing no picture or a poor-quality picture on your TV screen, please try the following:
• Make sure cable box is powered on
• From the TV remote or TV itself, press the MENU button and scroll through the options for color and other settings until the proper or desired setting is located

Please contact SWITCHPLACE directly if you have taken all of these steps, but your TV or cable service still does not work.

Internet
If your internet service is not working, please check the following:
• Make sure that all connections (coaxial cables) are tightened securely from the back of the modem to the coaxial wall plate
• Make sure that the power source is in a grounded, surge-protected outlet
• Make sure the cable modem is switched to “on”

After you have verified that all connections are secure and powered on, please reset your modem by following these steps:
• Turn off your computer and unplug the modem from the electrical outlet
• Wait 1-2 minutes
• Plug the modem back into the electrical outlet
• Wait for all the lights on the modem to come back on
• Turn your computer back on.

If you are missing your login information to join the wireless network in your apartment, a label with that information can generally be found on the underside, back, or side of the modem. Sometimes the cable technicians change this information when they install services, so this may not be accurate.

Please contact SWITCHPLACE if you cannot find the wireless network information, or if your internet service does not work after trying the above steps.

Phone
If your landline phone service stops working and is NOT connected directly to a modem (e.g. a wall outlet), please try the following:
• Make sure the telephone is completely on the hook
• If the phone is cordless, make sure it is charged
• Flip the power switches on the wall to the “On” position to ensure all outlets are activated
• Reset outlet using the GFI/GFCI switch if applicable
• Check the phone wires to ensure the security of the connection
• Try plugging the phone into a different jack inside the apartment (if available)
• If you’re still not getting a signal or dial tone, unplug everything connected to the phone from the electrical outlet, wait about 10 minutes, then plug back in to reset phone line

If your landline phone service stops working and IS connected DIRECTLY TO A MODEM, please try the following:
• Unplug power cord from modem
• Wait 60 seconds
• Plug power cord back into modem, and the lights will begin to turn on in order
• Check light for power downstream, upstream, online, and/or telephone
• Be patient – this may take up to 30 minutes
• Check your internet browser to verify connection (if the internet is working, the phone should be working, too).

Once you have completed these steps and the phone still isn’t operating properly, please contact SWITCHPLACE for assistance.

Bathroom(s)

If your toilet is clogged:
• Shut off the water valve behind the toilet
• Plunge to unclog
• Submit a maintenance request if the problem continues

If there is a leak in your toilet or sink, or toilet overflows:
• Shut off water valve behind toilet or underneath sink
• Submit a maintenance request.
• NOTE: All leaks should be reported as soon as possible to avoid damages Kitchen

To operate the stove/range:
• Turn the desired knob (range eyes or oven) to the temperature you wish to use and wait for it to heat up
• Gas stoves will have an electric igniter, and no pilot light. Turn the knob, wait for the clicking noise, and set to desired temperature.

Microwave safety tips:
• NEVER place any metal object inside of the microwave
• Cover your food to keep it from splattering and to keep the appliance clean

Countertop care:
• Do not place hot items (pots, pans, etc.) directly on the countertop as this may result in damage or full replacement of the counter. Use hot pads underneath hot items to ensure your safety
• Do not cut food items directly on the countertop as this may result in damage or full replacement of the counter. Use cutting boards instead to ensure your safety

Kitchen sink/garbage disposal:

If there is a leak in your kitchen sink:
• Shut off water valve underneath sink
• Submit a maintenance request

To operate the garbage disposal:
• Located in the kitchen sink
• Used to break down bits of food that get into the sink drain
• Linked to a wall switch located near the kitchen sink. To turn on, simply flip the switch to the “on” position.
• Keep the water running during use
• NOTE: DO NOT place potato skins, celery, grease, rice, bones, or any large food item in the disposal unit as it may break and clog the drain.

If garbage disposal will not turn on:
• Press the “reset” button located under the sink on the disposal unit
• Submit a maintenance request if the problem persists

Dishwasher care:
• DO NOT use dish soap in the dishwasher – this is meant for hand-washing dishes in the sink only
• Please only use dishwasher detergents specifically made for dishwashers
• If you experience hard water build-up (spotty dishes), you may use hard water tablets or Jet Dry. You can purchase these items at your local grocery store.

Hot Water Heater
• Typically located in the storage unit on your patio/balcony. It may be located in an attached garage if you have one.
• Shut-off valve is located next to the hot water heater
• If you smell gas, turn the valve perpendicular to the pipe and submit a maintenance service request.
• Please contact SWITCHPLACE directly if you have a loss of hot water in your apartment.

Washer/Dryer Care
To operate your washer/dryer:
• Choose preferred settings (delicates, high heat, water temperature, etc.) and push or pull knob to start.
• Clean the lint trap in the dryer before each use. Failure to do so could reduce dryer heat and may cause a fire.
• DO NOT place comforters or large items or otherwise “overload” the washing machine. This may cause damages to the appliance.
• If an appliance does not operate properly or if you smell excess gas, turn off the machine and submit a maintenance request Air Conditioning/Heating Unit Care Most of our apartments are equipped with a central air conditioning and heating system. Below are some tips for keeping it running effectively:
• The A/C or heating unit will typically cool or heat your apartment an average of 30-35 degrees (Fahrenheit) from the outside temperature.
• The ideal A/C setting in the summer months is 78-80 degrees.
• The ideal heating setting in the winter months is 68-72 degrees.
• NOTE: The A/C unit will FREEZE when the temperature is set too low, and may not operate correctly.
• Should the A/C or heating unit not work effectively, or if you smell excessive gas coming from your unit, please submit a maintenance service request to SWITCHPLACE.

Carpet Care
Many of our apartments come with carpeted floors throughout the apartment or in specific areas.

Below are some tips for caring for your carpet during your stay with us:
• Over time, stains and spills can permanently damage carpet or cause excessive cleaning at move-out
• Clean spills immediately by patting the area with water and a damp cloth
• Bleach stains, blood, Kool-Aid, wine, and burns are often only fixed by repair or replacement of carpet, which can be costly
• DO NOT use self-cleaners as they may discolor or bleach the carpet, and may result in a complete replacement of the carpet.
• Contact SWITCHPLACE to inquire about professional cleaning if necessary

Miscellaneous Apartment Care

Garage
Some apartments come with an attached garage.

To operate the door:
• The electronic door opener will most likely be located on the wall near the entrance of the apartment
• If the garage door loses power, try resetting the GFI/GFCI switch
• Open the door manually by pulling the cord attached to the garage door
• DO NOT force the door open or closed if it becomes jammed. This may result in costly damages
• Contact SWITCHPLACE to submit a maintenance request if you are unsure what to do or need assistance

If your garage remote should fail:
• Check the batteries if possible
• Contact SWITCHPLACE for a replacement remote

Fireplace
Some apartments include a gas-operated fireplace.

To operate the fireplace:
• Find the wall switch and turn it on
• You should hear a clicking noise as the electric igniter engages
• Once lit, you should see a small flame
• If the fireplace does not ignite, turn off the switch and contact SWITCHPLACE to submit a maintenance request

Smoke detectors
All of our apartments should include smoke detectors, typically in the hallway and bedrooms.
• DO NOT tamper with the detectors. They are there for your comfort and safety
• If you hear a continual beeping noise, that means the battery may need to be replaced
• Contact SWITCHPLACE to submit a maintenance request for battery replacement

Front door locks
Most of our apartments are outfitted with a deadbolt on the front door and other exterior doors. Peep holes are generally included in the front door for safety.
• If your deadbolt is broken or is not secure, contact SWITCHPLACE immediately for repair

Each resident is responsible for maintaining good housekeeping practices and regularly dust, vacuum, and mop to keep the apartment free of dirt and debris that can contribute to pest infestation and mold growth.

Use the following guidelines during your stay:
• Use household cleaners (Clorox, Windex, etc.) on hard surfaces. These items can be purchased at your local grocery store
• DO NOT leave unsealed food items out on the countertops as this attracts insects. Tightly seal and store any food items in the pantry or refrigerator.
• Fruit items that are ripe should be placed inside the refrigerator – leaving them out will attract fruit flies and ants
• Remove garbage regularly and remove moldy or rotting items promptly from the premises (food, wet clothing, other materials, etc.)
• Failure to maintain these standards may result in additional cleaning or damage charges

Moisture Control
It is important to control the moisture level in your apartment to prevent mold and mildew growth.

Use the following guidelines during your stay:
• Use hood vents when cooking, running the dishwasher, or cleaning
• Use exhaust fans when bathing or showering until moisture is removed from the bedroom
• Use shower curtains inside the bathtub when showering or close the shower doors securely
• Wipe up any excess water or visible moisture on floors and windows
• Close windows and doors (when appropriate) to prevent rain or other outdoor moisture from coming inside the premises
• Periodically inspect for leaks under sinks, around toilets, and around the washing machine to ensure there are no leaks
• Ensure the clothes dryer vent is properly connected and that the lint trap is cleaned regularly.

Light Housekeeping Services
We do not provide housekeeping as a standard service with our apartment suites. Your employer or relocation company will notify Switchplace if they wish to pay for housekeeping services.
• Information regarding your approved housekeeping services – the starting date, a list of services provided, and detailed instructions on how to prepare – will be included in your Arrival Instructions
• All pets must be created or removed during housekeeping
• All personal items must be put away and clear of all surfaces. Too many personal items left out will result in that area not being cleaned
• If you would like to add housekeeping services to your temporary housing, please contact SWITCHPLACE for pricing and more information

Damages vs. Normal Wear and Tear

Normal Wear and Tear
Over the course of your stay, minor changes will more than likely occur in your apartment just due to the fact that you are living in it. In general, you should leave the apartment in the same condition as when you moved in.

Normal wear and tear includes these items below, but is not limited to:
• Faded paint/previous wall repair
• Central drain flow variance
• Worn out carpet/furniture marks
• Burnt-out light bulbs
• General dust in the apartment
• General appliance malfunction
• Minor scuffs or scratches on walls
• Worn hinges on doors or locks
• “Faded” curtains or blinds
• Previous repair or patchwork

Damages
Damages are caused to items in the residence that you or your guests have incurred through use or negligence.
• If a defect existed before you moved in, you should not be charged for that particular problem as long as it is recorded
• Please use the inspection record process in your Arrival Instructions to list any pre-existing damages you wish to note
• Record of pre-existing damages must be received by our office IN WRITING within 48 hours of move-in. If you do not send us this document (via fax or email), you will be responsible for those damages and no legal protection is provided in that circumstance.
• Any maintenance requests pending should be submitted and completed before move-out

Damage may include the items listed below, but are not limited to:
• Holes in wall
• Burned or scratched countertops
• Broken doors or windows
• Broken or missing blinds/curtains
• Excessive bathroom mildew
• Excessive dirt or filth
• Broken shelving
• Damaged or broken appliances
• Excessive wear and tear or irremovable stains on carpet
• Clogged drains caused by resident’s misuse (for example: putting something down the drain that cannot be flushed out)
• Insect or rodent infestations
• Smoke damage from smoking in the apartment or burning candles
• Excessive dust or dirt in the refrigerator vents
• Personal items or furniture left behind in the unit

 


 

General Resource Information

How do I submit a maintenance request?

  • To submit a non-emergency maintenance request, you can call our office Monday – Friday, 8:30 am – 5:30 pm Central at 972-692-0983 or our toll-free line at 888-571-6230. You can also send an email to service@switchplace.com. Maintenance issues are usually resolved within 48 hours. Maintenance requests submitted after normal business hours or on the weekends will be addressed on the next business day.

What if I have an emergency, such as a fire or flood?

  • We have a Switchplace representative on-call 24 hours a day to handle emergency maintenance, such as fire, flood, total power outage, or lock outs. You can call our toll-free line at 888-571-6230 to report an emergency to us. If you have a medical or other serious emergency, please call the local authorities in your area.

How do I give Notice to Vacate for my apartment?

  • To submit written Notice to Vacate, please email the Switchplace Guest Services representative who sent you your Arrival Instructions before you moved in.

How do I book a new apartment with Switchplace?

  • That’s easy! Just click here to fill out a simple form, and member of our sales team will contact you within 24 hours.

I have another question not listed here. Who do I contact?

  • You can call our office at 972-692-0983 or toll free at 888-571-6230 to speak to a Switchplace representative, or send an email to info@switchplace.com .  If you are inquiring about the Asia-Pacific region you can call (65) 8569-5447.