Troubleshooting

First, check the device

If the phone does not work at all, the first step is to check the device's power supply and network connection.

• Make sure the IP phone or VoIP device is powered on.
• Check whether the Power indicator is on.
• Check whether the Network / LAN indicator is on or blinking.
• If the device has an Internet/WAN indicator, check its status as well.
• Make sure the Ethernet cable is securely connected at both ends.

Check your Internet connection

If the device is powered on and the network indicators appear normal, the next step is to determine whether the device actually has Internet connectivity.

• Open any website from a computer or phone connected to the same network.
• Check whether the Internet works on other devices.
• If possible, check the Router WAN status.

Check whether there is a dial tone

Pick up the handset and check whether you hear the normal dial tone.

• Is there a dial tone?
• Can you dial a number?
• Does the phone respond when you press the buttons?
• Can you receive an incoming call?

Check SIP registration

The IP phone or PBX must be registered with the VOIP.GE SIP infrastructure. If registration is lost, making or receiving calls may become impossible.

• Check the device Registration / Account status.
• The status should be Registered or Online.
• If the status shows Unregistered, Failed, or Timeout, the problem may be related to network connectivity or SIP settings.
• Verify the SIP username, password, and server address.

Check connectivity to the ServiceNet network

In some cases, the customer may have normal Internet access while a specific route between their Internet provider and the ServiceNet network is experiencing a problem.

In such cases, it is important to check not only general Internet connectivity but also whether there is network connectivity to the relevant ServiceNet network nodes.

If other Internet resources are accessible, but packets cannot reach the ServiceNet network address, the problem may be related to routing between different operator networks.

If the call connects but the audio quality is poor

Poor audio quality does not always indicate a problem with the phone or SIP account. VoIP is a real-time service and is sensitive to network quality.

• Check for packet loss.
• Check latency.
• Pay attention to jitter.
• Check whether the Internet connection is heavily loaded by large data transfers.
• If QoS is configured on the Router, check VoIP traffic prioritization.

Restart the device

If the connection and configuration appear correct but the problem still exists, you can restart the IP phone or VoIP device.

Disconnect the device from power for approximately 10–15 seconds and then power it on again. Wait for the device to fully boot and check the SIP registration status.

If the problem still exists

If the problem has not been resolved after completing the checks above, contact our technical support team.

To identify the problem faster, please provide as much technical information as possible.

• Your phone number or SIP account identifier.
• The model of the device being used.
• Whether the problem affects incoming, outgoing, or both types of calls.
• When the problem started.
• Whether Internet access is currently available.
• If you performed a Ping or other network test, provide the results.