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VoIP troubleshooting – not registered, no audio, calls dropping

The phone or app will not register (“Fault”, “Failed”, “401”, “Unregistered”)

  1. Check the device has internet – can another device on the same network browse?
  2. Check the SIP details against VoIP settings: server sip2.ashnet.co.nz, port 5060, username = your phone number with no spaces, password = the SIP password (not your portal password).
  3. Only one device can register on the plain number. If a second phone or app is already logged in, either log it out or use the shared-line suffixes (-1, -2…) – see Shared line.
  4. Restart the device and your router.
  5. Still failing? Email [email protected] with the device make/model, the exact status message and the time – we can see the registration attempts from our side and reset the password if needed.

The call connects but there is no sound, or sound one way only

Almost always SIP ALG on the router, or a firewall blocking the audio (RTP). Turn SIP ALG off on the router, disable any firewall rule that inspects SIP, and make sure the device has NAT keep-alive on. Details in NAT and SIP ALG.

Calls drop after about 30 seconds

Also a router/NAT symptom: the router forgets the connection. Turn SIP ALG off, set the device’s registration expiry to 300 seconds or less and enable keep-alives. If you cannot change the router, ask us about TLS/TCP transport.

Menu options are ignored when you press keys

Set DTMF to RFC 2833 on the device – see Problems with DTMF.

Choppy or robotic audio

  • Prefer a cabled connection for desk phones and ATAs; Wi-Fi congestion is the usual cause of choppy calls.
  • Check nothing else is saturating the connection (large uploads, backups) – if it is, enable QoS on the router with VoIP prioritised.
  • Prefer G.722 or G.711 codecs; G.729 saves bandwidth but sounds worse.

Incoming calls do not ring the mobile app

Allow notifications and remove the app from battery optimisation – see Secure VoIP app – download and log in.

Home phone has no dial tone

See Setting up your home phone.

Still need help? Email [email protected] or log a ticket in the customer portal.