My phone doesn't work. What should I do?

There two common causes for SIP phone failure.

The first reason is that your phone may not be plugged into a live power source - whether it is powered by an AC adapter or PoE. Please check that all your power connections and the power source itself are in working order. If you have a dial tone, you have power.

The second reason is that your phone does not have access to the Internet.

If your phone is using the same network as your PC or laptop, and you can access the Internet from your computer, the problem is likely your phone. If you have a softphone installed on your PC or laptop, you can also try it to see if it is operational. If the softphone works and your phone does not, the problem is likely your phone. You can also try another working phone on your network connection. If the substituted phone works, the problem is likely your phone. If the substituted phone does not work, the problem is likely the network connection.

If your phone is on a segmented VoIP network it is a bit harder to determine whether you have access to the Internet. First check whether another phone attached to the same segmented VoIP network is also down. If it is, the problem is most likely the segmented VoIP network connections or it may also be a lack of service from your ISP. You can check this by plugging the network cable from your phone into a laptop or PC and checking whether or not you can access the Internet. If you can access the Internet on your laptop or PC, the problem is likely your phone. If not, it is likely a problem with the segmented VoIP network or the ISP.

We suggest you wait 15 or 20 minutes and then check your phone again. There are short Internet outages or other system problems over which you have no control and that are often resolved on their own within a few minutes

Once you have done all of the above and the problem has not been resolved, please contact us and we will replace the phone free of charge.