Please use the steps below to best troubleshoot call connection issues.
Please note: It's best not to use WiFi when possible. Please directly plug into a router or switch if possible for best reliability.
1. Check Power & Connections
- Make sure the desk phone is powered on.
- Confirm all Ethernet cables are securely plugged in and undamaged (router/wall ➝ phone).
- If the phone uses PoE (Power over Ethernet), ensure the switch/injector is working.
2. Confirm Internet Access
- Verify that other devices (like your computer) can access the internet.
- If possible, connect the phone directly via Ethernet — avoid WiFi for VoIP stability.
- If using WiFi, remove obstacles and reduce interference (metal objects, microwaves, etc.).
3. Check Phone IP & Registration
- Press the OK button in the center of the directional pad once and check for an IPV4 address.
- If there’s no IP address, the phone isn’t getting DHCP — check the router settings.
- If IP is present but "No Service", it likely means it’s not registering with the SIP server.
4. Reboot Devices (Always Start Simple)
- Factory reset the deskphone (Press and hold the OK button for 10-15 seconds, then press OK once more when asked if you'd like to factory reset).
- If the deskphone factory reset doesn't work, try rebooting the router/modem (unplug for 15–30 seconds, plug back in).
- If using a separate switch, reboot that as well.
Note: When Level 1 Support reaches this step, please escalate if issue is not resolved.
5. Run a VoIP Quality Test
- Use a VoIP test (Network Test).
- Note any failed results (packet loss, jitter, high latency).
6. Check with Your ISP
- Call your internet service provider to see if there’s a known outage or service degradation.
- Ask if they block SIP traffic or require bridge mode for VoIP devices.
7. Factory Reset Your Router (Advanced – Use With Caution)
- Only do this if you understand your network setup, as it wipes all settings.
- Rebooting is usually enough unless there’s deep misconfiguration or malware.
8. Avoid Unsupported Routers
- Ensure you’re using a VoIP-friendly router (not all handle SIP properly).
- Avoid ISP-provided combo modem/routers when possible.
- Recommended routers include Ubiquiti and MikroTik hAP ac2.