Here are some tips that may help you easily resolve any issue you might be having with your VoIP device.

Missing Local IP Address

  1. Check the cables on the phone, if your phone has two network ports ensure the cable from the broadband router is connected to the “Internet” or “WAN” port. If the cable is incorrect you should correct it and reboot the phone.

Phone Does not Register

Note: If you are using our auto provisioning server then you can skip steps 1 – 3.
  1. Check the password you are entering is correct. Some devices have problems with characters like !, $ ,% etc and you may need to change the password on our system to something with just letters and numbers. If you phone is using auto provisioning then the password will be correct.
  2. If you have manually configured your phone, check to see if there is a setting called “Rport”. Set this to enabled.
  3. Another tip is to try changing your local SIP port on the phone to something unique on the network. For instance set the first phone’s port to be 5000, the second to be 5001 etc.
  4. Often ADSL routers have a feature enabled called “SIP ALG”, we find that it is best to make sure you disable this feature. For help on disabling the SIP ALG feature you search Google for your router model and disable SIP ALG.

Calls Disconnect for no Reason

  1. Another tip is to try changing your local SIP port on the phone to something unique on the network. For instance set the first phone’s port to be 5000, the second to be 5001 etc.
  2. Often ADSL routers have a feature enabled called “SIP ALG”, we find that it is best to make sure you disable this feature. For help on disabling the SIP ALG feature you search Google for your router model and disable SIP ALG.

Incoming Call Rings on extension and unable to pickup

  1. Another tip is to try changing your local SIP port on the phone to something unique on the network. For instance set the first phone’s port to be 5000, the second to be 5001 etc.
  2. Often ADSL routers have a feature enabled called “SIP ALG”, we find that it is best to make sure you disable this feature. For help on disabling the SIP ALG feature you search Google for your router model and disable SIP ALG.
  3. Sometimes some routers have a DOS protection enabled, often when enabled the router will confuse a genuine calls with a DOS attack and block the packets at the router. It is recommended you try using the service with this feature turned off on your router.

Call Quality

  1. A lot of call quality issues can be solved by making sure your device is using the correct codec, if you check the settings of your device make sure that G729 is listed as the preferred codec.
  2. If you have several people using your Internet connection you may be suffering from congestion, there are two ways to address this:
    1. Use a router that supports QoS such as the Mikrotik range, visit our website for more information and we can assist you with a QoS router - http://www.url.net.au
    2. Consider installing a dedicated ADSL line for your VoIP devices to use. If you require a dedicated internet line for your VoIP service please visit our website - http://www.url.net.au