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Problems Making or Receiving Calls

As a Pay Monthly customer, your phone is automatically provisioned with your VoIP credentials. If you're experiencing any problems, please contact us on 03333 441 441.

As a Service Only customer, you've provisioned your phone yourself. If you're experiencing problems making and or receiving calls, this guide provides some simple steps you can take to solve the issue.

Step One

Restart Your Equipment:

If you've previously been able to make and receive calls, it's often the case that simply restarting your equipment will solve the issue.

  • Switch off your Broadband router for 20-30 seconds and turn back on.
  • Once complete, reboot the phone by pulling out the power cable, wait 5-10 seconds and plug back in.
  • The phone should then get an IP address and get its registration back. Confirm by dialing 8000 to connect to voicemail.

Step Two

Check the Phone has an Active Connection

Find out the Phone's IP Address by following the First Steps in the following Sections;


Siemens Cordless


If the IP Address begins with 169, or is just 0, the phone hasn't managed to get an IP address, please Contact Us.

Check that the Cables are Correct

Badly connected cables are often the cause for a loss of connection. Unplug all of the cables, and then replug them, making sure that they're in the right place.

Check the Internet Connection

If your phone has an IP address, and the cables are connected correctly, the next stage is to check the Internet connection. If your internet connection appears to be working, restart the Internet Router and if the problem isn't solved, move onto the next step. To test your internet connection, please read the following instructions here.

Step Three

Check your Phone Settings are Correct

If you're unable to make or receive calls, especially if you've never been able to, please check your phone settings are correct here;


Siemens Cordless


Step Four

Change your Port Number

The default Port Number is 5060, it could help to change this to 8060. Check your phone's configuration, and anywhere you see 5060 change this to 8060. If you experience any problems or need help, please Contact Us.

Step Five

If you're experiencing problems receiving calls where the phone works for 5 minutes but is then unable to receive calls, there may be a problem with the phone's Registration Expiry Setting.

To fix this, log in to your phone's Configuration Guide (information on how to do this can be found by clicking on your phone's model above or referring to the phone's user manual). Go to Account Settings, and look for 'Registration Expiry' or similar title. This setting is normally shown in seconds, and should be set to 300.


If you're still having problems, please don't hesitate to Contact Us