If you're experiencing issues with incoming calls to your IP telephony service, the most common solution is to restart your telephony equipment. This process resets the connection and resolves most temporary connectivity problems. Additionally, ensuring that all settings are correctly configured can help prevent future call disruptions.

How to fix it

  1. Step 1: Restart your IP telephony box

    Disconnect the power cable from your IP telephony box. Locate the power adapter plugged into the back of the device or the power outlet, and gently pull it out to ensure a clean disconnect.

  2. Step 2: Wait for the device to fully power down

    Wait approximately 30 seconds to ensure the device has completely shut down and cleared its memory. During this time, you might notice any LED lights on the device turning off or blinking less frequently.

  3. Step 3: Reconnect the power

    Plug the power cable back into the IP telephony box and wait for it to fully start up. This may take a few minutes. Watch for LED lights to stabilize, indicating that the device is operational.

  4. Step 4: Test incoming calls

    Once the device has fully restarted, test if you can receive incoming calls again. Make sure your phone line is connected and that there are no issues with your internet connection, as both are crucial for IP telephony.

Troubleshooting Additional Issues

If after restarting the device you still cannot receive calls, consider checking the following:

  • Check Network Connectivity: Ensure that your internet connection is stable and functioning properly. You can do this by trying to access a website or streaming video.
  • Verify Phone Line Connection: Make sure the phone line connected to your IP telephony box is secure and not damaged. A loose connection can cause call issues.
  • Update Firmware: Check if there are any firmware updates available for your IP telephony device. Manufacturers often release updates that fix bugs and improve performance.

Still having problems?

If the issue persists after restarting your equipment and following the troubleshooting steps, please create a ticket on the customer portal or contact us at 0650-40 20 00 for further assistance. Provide as much detail as possible about the problem, including when it started, what you've tried so far, and any error messages you may have encountered.