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. 

Please contact our Support Helpdesk with the above information for further assistance.