• How do I configure a router with advanced firewall features? +

    Because your VoIP Device sits behind your router or firewall, no additional configuration is necessary to maintain your preferred LAN security levels. However, some advanced features such as Network Address Translation (NAT), Network Address Port Translation (NAPT), and Stateful Packet Inspection (SPI), may conflict with your VoIP device initial setup. First, reset your router to factory default settings as described in your router's user manual and/or configuration guide. Next, reboot your router with the factory default settings at minimum security levels. Follow the power-up sequence as indicated in your VoIP Device Installion Guide. If you can hear a dial tone on your VoIP Device AND are able to access the Internet from your computer, re-enable firewall features one by one. Make sure to reboot your router or firewall after each change in configuration so you'll know which one (if any) conflicts with your VoIP service. Router Configuration Guide
  • How do I contact Technical Support? +

    Check your installation guide and the troubleshooting sections on this Web site first, then contact Customer Service using the information on this Web site. To best serve you, we need the following information: Your VoIP Account Number or phone number Type of Internet connection (DSL/Cable/LAN/Satellite) Make and model of your router (if you're using one) Make and model of your VoIP Device (ATA or SIP Phone) Make and model of your analog telephone (if you're using an ATA) Brief description of your home network (computers, routers, hubs, switches, and firewall software) Detailed description of the issue you are having The troubleshooting steps you have completed and their results (for example, cycling power, port forwarding, as detailed in the installation guide that came with your device) Best way and time to contact you. We thank you for your business and look forward to quickly solving any problems you may have.
  • I can access the Internet but some Web pages or sites do not come up properly. Why? +

    1. If you are using Microsoft Internet Explorer as your Web browser, try the following: Click the Refresh button, because some Web sites may be down or experiencing heavy volume. If you manually typed the page address in the Address bar, make sure that it is spelled correctly. To check your connection settings, choose Tools>Internet Options. On the Connections tab, click the LAN Settings button. The settings should match those provided by your local area network (LAN) administrator or Internet service provider (ISP). Check whether your Internet connection settings are being detected. You can set Microsoft Windows to examine your network and automatically discover network connection settings (if your network administrator has enabled this setting). Choose Tools>Internet Options. On the Connections tab, click the LAN Settings button. Select Automatically detect settings, and then click OK. 2. If you are experiencing Domain Name Server (DNS) issues, please check with your Cable or DSL modem and router (if applicable) manufacturer to see whether any software upgrades have been made available since you purchased your ATA. Recent network upgrades by your ISP may necessitate software upgrades for these devices.
  • I can't connect to the Internet after installing my VoIP Device. What should I do? +

    Check your router configuration. For more information, click here. Ensure your modem is synced properly. For more information, click here
  • I can’t receive any inbound calls. What should I do? +

    If your VoIP service was functioning normally before, but now you are unable to receive calls, check the following: Were there recent power outages or disruptions that may have affected your VoIP device? Reboot your modem, router, and VoIP device to make sure everything is working and properly connected to the network. Is your ISP connection active? Can you access the Internet from your computer? Did you recently change any router or firewall security options that may have impacted the VoIP device’s ability to connect to the VoIP service server? If this problem occurs, review the installation guide that came with your device and follow the exact power cycling steps for your network configuration. If you do not have access to your installation guide, you can try unplugging the power cord of your device, wait 30 seconds and plug the power back in. This allows the device to re-syncronize with the service.
  • I don't hear a dial tone. What should I do? +

    You only get dial tone from your VoIP Device if: You have a fully operational broadband (high-speed) connection to the Internet via DSL, Cable Modem, or high-speed Local Area Network (LAN). Your VoIP Device was properly installed in accordance with the included documentation and each step was followed in the proper order. Your VoIP Device is registered with our server. If your Internet connection is working and all hardware is properly connected, power-cycle the VoIP device (unplug, wait for 30 seconds and plug back in). This process can fix around 90 percent of no dial-tone issues. If you still don't have dial tone, first power-cycle your DSL or Cable modem and then your router or firewall (assuming you have a separate router), because a hung process in either could be the cause of the device not being able to register with our server.
  • I experience choppy audio on some calls. Why? +

    Choppy audio is usually associated with Internet connectivity or bandwidth issues. Network congestion and/or packet loss can affect your call. See also the answer to the question "I have echo on some calls. Is there a way to eliminate this problem?"
  • I have echo on some calls. Is there a way to eliminate this problem? +

    On VoIP calls an echo may occur when there is unusual congestion in the network. This may be a temporary issue with your ISP, or on your local network (like when another user in your home or office is downloading a video while you're on a call). Check with your ISP if echoes occur frequently, or check your real Internet download and upload speeds with any internet bandwidth test tool.  These can be found by doing an internet search for “bandwidth test.”
  • I have static on the line sometimes. Why? +

    Static or buzzing noises on your line can only occur on the analog side of your connection. This consists of your telephone handset and phone patch cable (RJ-11 cable). To eliminate static, one of the solutions is to try a different telephone cable and/or telephone handset. If you have a cordless telephone, it can generate static due to a weak signal between the base station and your handset. Old or low batteries in your handset can also cause static, or the cordless handset may too far from the base station. If you use a wireless router, try moving it away from the base station because wireless devices may interfere with each other.
  • I’m not getting CallerID on VoIP calls that I receive (Inbound Calls). Why? +

    On incoming calls, CallerID is sent by the local service provider of the calling party. Your VoIP Service Provider is responsible for delivering the call and CallerID to your device.  This presumes that the VoIP Service Provider receives the CallerID.  In the vast majority of cases, inbound CallerID is delivered successfully. However, if you are not receiving CallerID, here’s what to do: Make sure the calling party is not blocking his or her CallerID. You must be using a phone capable of displaying CallerID. Refer to your phone’s manual to make sure this feature is supported. If you’re unable to receive CallerID, it may be due to routing of your call via the Internet.  Contact Customer Service using the information on this Web site with the details so we can troubleshoot the problem.
  • I’m not sending CallerID on calls that I make (Outbound Calls). Why? +

    On incoming calls, CallerID is sent by the local service provider of the calling party. Your VoIP Service Provider is responsible for delivering the call and CallerID to your device.  This presumes that the VoIP Service Provider receives the CallerID.  In the vast majority of cases, inbound CallerID is delivered successfully. However, if you are not receiving CallerID, here’s what to do: Make sure the calling party is not blocking his or her CallerID. You must be using a phone capable of displaying CallerID. Refer to your phone’s manual to make sure this feature is supported. If you’re unable to receive CallerID, it may be due to routing of your call via the Internet.  Contact Customer Service using the information on this Web site with the details so we can troubleshoot the problem.
  • Some of my calls get dropped. Why? +

    Dropped calls are usually associated with Internet connectivity or bandwidth issues. Network congestion and/or packet loss can affect your call. See also: "I have echo on some calls. Is there a way to eliminate this problem?"
  • What is modem resynching? How do I do it? +

    In some DSL or Cable modems, any changes to your home network configurations may require resynching with your ISP. This is usually a troubleshooting step and safe practice when any new devices are connected to the network. If the WAN indicator LED on the front panel of your VoIP Device is not lit (if you have an ATAand not a SIP Phone) AND you have properly connected the cables per the installation guide that accompanied your device, you may have to resynch your modem. Please refer to your cable modem documentation for exact procedures. You may also try the following procedure: 1. Find your cable modem’s reset button and press it for at least 15 seconds, or unplug the modem for 15 seconds then plug it back in again.  2. Upon releasing the reset button, wait until all indicator lights on the modem cycle, indicating normal operation.  3. Recycle the power on your VoIP device as indicated in the installation guide that accompanied your device. 
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