Support

If your VoIP phone system is down please contact us and provide us with the following information:

• VoIP phone handset model and if you are using a base station (with a cordless phone) or a corded desk phone.
• VOIP IP Address - if using a Desk phone please click here to see how to access your VoIP IP address.  If using a cordless Dect phone please click here.
• What is your public internet IP Address?  Please confirm whether this is Dynamic or Static?
• Broadband provider and package
• Router details (make and model number)
• If you are on a Dynamic IP please check that DHCP is enabled on your router?
• Internet set up - for instance do you have more than 1 router?
• Can you connect to your router that runs your VoIP service?  If so can you get an IP Address from that router? Please connect to the router and type into a web browser what is my IP address? 
• Have you checked that your phone is configured to the VoIP line number you want to use?  Please click here to find out how to check this.
• Have you checked your VoIP Port settings?  To find out how to do this please click here
• Are your firewall settings blocking your VoIP line?  Please check which ports are open on your firewall

• Please do a Traceroute command click here to see how and send us the results back

• Do a ping command to your VoIP IP address - please click here to see how to do this.

• Please confirm if the SIP ALG has been disabled on your router?  There will be different instructions for each router on disabling the SIP ALG, we recommend that you do a web search on your router make and model to find out how to disable the SIP ALG setting.