This is a network issue – where the router is not providing your phone with a network connection.

 

You may try to make a call and get the engaged tone or just an error message 'Error in main IP account configuration' your phone line will be 'offline' until this is resolved - please follow the steps below: 


This issue is normally resolved by going into the phones settings and making sure the IP address type is correct for the type of network you use (in most cases you will be on a dynamic (DHCP) network. 


To check the phones IP address type please do the following: 


Press the green tick button on the phone

Then use the book icon underneath the green tick to scroll through to Settings and select 'Local Network'. 


In the sub-menu of 'Local Network' select 'Network Type' this should be IPv4 (if on a dynamic IP). 


Press the 'Select' key to confirm this selection. 


Press the 'Back' key to go back to 'Local Network' and use the book icon to scroll to 'IP Address Type' and press 'OK'. 


Next select 'Dynamic' if your network is on DHCP and press 'Select' to confirm. 


The phone should then receive a network connection. 


If the issue is still ongoing please see the steps below: 

 

Test if broadband is picked up by your router


1. Plug in a laptop into your router and see if you can log onto the internet i.e. log into the BBC news website which is:http://www.bbc.co.uk/news


If this works then simply do the following: 

 

2. Unplug and re-boot your internet router and phones and wait at least 5 to 10 minutes before plugging back in.

3. The router and phone should then re-set and the phone should then pick up the internet connection from the router.

 

4. If the issue is still not resolved please let us know your public IP address - just type into a web browser 'what' my IP address?' this will then display your public IP address as this may have got blocked so we need to check.   

 

5. A blocked IP address can happen if you have a line that has been ported out but the line profile is still active on the phone. 

This causes an issue as the line is trying to register and the password previously used for the line keeps failing because the line is no longer in the system and due the failed password attempts the IP address is blocked.     To resolve this you must remove the line profile from the phone by logging into the web interface - click here for more info. 


6. An IP address can become blocked if you are using an incorrect password for your VoIP line - check this inside the VoIP web interface to check that you have the correct password set up on your line - you can find the password for your VoIP line by clicking here.

 

If you cannot access the internet through your laptop please follow the guidance below:

 

1. The issue is either your router blocking the network connection or there could be a problem on your broadband line.

 

2. Check your Router is VoIP compatible it needs to be an ADSL router/modem - here are a list of compatible and incompatible routers:


Routers compatible for VoIP:


Routers that are not recommended for VoIP:


  • Virgin Super Hubs (stealth-update of the firmware by the ISP can break some settings) sometimes have to use bridge to get around it.
  • BT HomeHub (stealth-update of the firmware by the ISP can break some settings).
  • Sky routers - they are pre-configured hence why you cannot change settings for VoIP.
  • FritzBox
  • Belkin


The above incompatible routers do not allow for the disabling of SIP ALG which is essential for VoIP. 

 

3. Please find out your VoIP IP Address and provide this to us so that we can check that this is not blocked. 

 

From a Desk phone to find your IP address please click here.  If using a cordless Dect phone to find the IP address of your base station please click here.

 

4. What is the local network set up?  For instance are you on a dynamic IP address internally but a static IP address externally?  Or are you on a Static IP address internally? 


5. Check your Gigaset settings by logging into your Gigaset Base Station or Gigaset Desk phone via the web interface to check your IP address is set up on a Dynamic IP address by going to the Settings.   

 

6. Check that your lines are still registered by going to Telephony - Connections via the web interface to make sure the line is registered. 

 

7. Does your network use DHCP?

 

8. Please let us know your public IP address - just type into a web browser 'what' my IP address?' this will then display your public IP address as this may have got blocked so we need to check. 

 

9. If the issue is still occurring this could be a firewall issue with your router blocking VoIP traffic - please check to see if you can disable the SIP ALG setting on your router.


Please provide the details of your VoIP IP address to our Support Helpdesk.