While VOIP is a new and exciting technology, it can also be a complicated process and you may experience some errors when using VOIP for the first time. Here are some basic troubleshooting tips that may help you sort any simple issues and get your VOIP service back on track.
Account offline
You can easily tell if you account is offline - most SIP Devices will display a 'Not Registered' or similar error on the screen, and incoming calls will give 'user is not available' error. In this case, check the following;
1. Configuration - Have you made sure your account details are correct?
Most registration issues occur from a simple mistake in the SIP Device configuration. Always make sure you are Not using your voiptalk.org login password, but the Voiptalk ID password. This is easily found by clicking your VoIPtalk ID (The 844... number) in the 'My Account' page. If the password is correct, use the configuration guides to make sure your other details are correct.
2. Registration being blocked.
Some internet routers or firewalls can block your registration by not sending your more secure details such as the username or password. When this happens, we cannot authenticate the account, so it remains offline. In these cases, the easiest solution is to change the 'Outbound proxy address' to its IP address version: 77.240.48.201 (add :5065 if there is no outbound proxy port).
If that doesn't work, the firewall may also be blocking the ports being used to register the account. Router settings vary from model to model,but a basic rule is to make sure the following UDP ports are not being blocked:
5060
5065
10000-20000 (port range)
You may need to consult your Routers setup instructions, or contact your Internet Service Provider to do this.
If all else fails, some routers also have a setting called the SIP ALG which can also sometimes affect the registration and needs to be disabled. Again, you may need to use the instructions or the ISP to get this disabled, depending on your router make and model.
Call Quality issues
1. Packet loss
Most quality issues such as audio loss or 'Slurred sound' can occur from Packet Loss on your broadband service. VOIP works by sending audio information in 'Packets' to and from your phone. When too many of these packets are lost, the audio information is lost, which creates the quality issues. You can easily check for Packet loss by using the WinMTR here: In most cases, packet loss must be reported to your ISP.
2. Codec mis-match
Most SIP devices use a range of the same codecs but sometimes a mis-match can occur which can cause audio issues or even failed calls. Codecs control the amount of internet bandwidth that is used in the calls, so some handsets may need the codec changed to accommodate a slower internet speed. The Codecs are usually found in the VOIP device configuration settings and will usually consist of G.711 (Or PCMU/A) G.729 or GSM. In most cases, changing the priority of the codecs so G.711 or G.729 is used first will resolve audio issues, but other times you may have to try different codecs to find what works best with your internet service.
Outgoing calls not working
1.Do you have enough credit?
In most cases, you simply need to make sure you have enough credit to make your call. You will normally hear an error telling you to top up, but you can also check your account balance online in your VoIPtalk account.
2. Incorrect configuration
Make sure you have set the 'Outbound proxy' address correctly in your SIP Device configuration settings. This controls your outbound calls so is required for most devises that sit Behind a router. If your VOIP account is configured on the router, or you are using an on-site PBX, in most cases you may not require the outbound proxy, but you should check the device instructions to make sure.
3. Listen and learn
Listen for any errors when the call fails: Is the number invalid, or is it being blocked? In the case of international numbers, the number may be blocked due the called destination being a target for fraud calls. In this case, you may have to contact Support to get the number unblocked. If you hear an error code, make a note of the number and contact support, making sure you give the time and date of the call and number dialed.
The above should help with basic day to day issues with your VOIP Service, but if you have any questions, please feel free to contact the Support Team.
