Why do we need to recondition our headset system?

The wear and tear of a single football season can be extremely tough on your headset system. Because your headsets are a valuable investment for your team, it is important that you properly care for your headsetsduring the season as well as leading up to the season.We recommend annual maintenance (reconditioning) for headset systems prior to the season so asto ensure your system is game-day ready! We’ve provided some information below to help detail what is involved in sending your headsets in for reconditioning.

How do we send in our equipment for reconditioning?

Contact Customer Service by emailing customer.service@coachcomm.com or by calling 1.800.749.2761. You’ll be issued a Return Material Authorization (RMA) number and asked to complete a Service Request Form (SRF). We ask that you securely and carefully packyour equipment in its original shipping box or other similar container before shipping to prevent damage.

How long will it take to get my headset system back?

From the time of receipt, it takes an average of 10 days during our non-busy season to have your equipment ready. Equipment under warranty that is received by CoachComm between August 1 and October 31 by Wednesday of game week, will be repaired and returned to you in time for your next game.

If I have a question, who do I contact?

If you still have questions about CoachComm’s repair, warranty, or reconditioning policies, please contact a customer service representative by phone at 1.800.749.2761 or by email at customer.service@coachcomm.com Support Information
CoachComm’s office hours are Monday-Friday 8AM-5PM CST. If you have any issues or questions, please don’t hesitate to call us at 1.800.749.2761. If we can be of any assistance, please let us know. And as always, thank you for choosing CoachComm!

Poor Reception and Proper Antenna Placement

Your antenna is the most vital part of system set-up. Improper set up or location of your antenna(s) can result in poor performance or even system failure. If you’re using the 6-inch “whip” antenna that screws directly onto the Connex Command Center (base unit in the press box), then the antenna placement is restricted to where the base unit must reside (in front of your press box coaches). If this is the case, be sure you position the base unit (w/antenna) in the best available location to see the field (in the window) and maintain line-of-sight to the BeltPacks on the field. Always make sure there are no obstructions between the antenna and the field. The most common obstructions are windows. Even though you can see through windows, they can still serve as an obstruction for wireless signals to pass through due to either their thickness or any tinting that is present. Whenever possible, ALWAYS open windows (tinted or not) to remove obstruction between the antenna and the field. This will provide the best possible scenario for optimal performance. If the press box windows do not open then there could be an impact on performance, therefore the “remote” antenna option should be considered. This option can often allow an antenna to be remotely located on the outside of the press box, thus circumventing the window obstruction. If you currently do not have an external remote antenna option, contact CoachComm for additional information. For more information, read "Tips for Great Reception" Post game breakdown: Be sure to take time to break down and properly stow your headsets and beltpacks after the game. Improperly packing your gear can lead to equipment getting damaged. Never pack anything that is wet. If wet, remove batteries from beltpacks and dry everything with a towel. Whenever possible, allow equipment exposed to excessive moisture to air-dry prior to packing. Take care of your program’s investment and it will take care of you!

What things can potentially interfere with my headset communications during a game?

WIFI routers, Sideline replay equipment, Bluetooth on phone near radio pack, wireless PA mics, wireless referee mics, wireless scoreboards, etc.

How do I position my external directional antenna for best results?

Whether you have a one or two antenna Connex system, you should always point one or both of the antennas towards the 50 yard line inside the coaches box. Never point them in different direction. Both should be aimed at the 50 yard line

Why is my belt pack is not logging in to the command center?

• You can only have 5 wireless belt packs per command center.
• Belt pack has not been properly paired to command center. This will require the command center and belt pack to be sent in for proper pairing.
• Confirm that the belt pack turns on and is fully charged.

Why can others hear me, but I can’t hear them or vice versa?

• Check volume level on the belt pack.
• Check to see of your talk button is on.
• Swap out the headset to see if that corrects the problem. If so you have a defective headset.