If inbound calls to into your VoIP system are not being connected or if a message from us is played then please firstly try the following before submitting a ticket –

(1) Check your VoIP Users are active/registered VOIP/SIP USERS

If you are receiving calls to your  VoIP users  then please check the following-

– If using a mobile device, make sure that your VoIP app is displaying as REGISTERED. If not then switch it off and back on again.

• Ensure that your VoIP/SIP users are added into your call/ ring group for that number. 

• If you are using other voip hardware then try rebooting the devices and also the routers and switches on the network.

– If you have an external destination phone number (landline or mobile number) in the call forwarding group, make sure you have credit on your account as a low balance will prevent the call from completing – If you don’t need the external divert number, just delete leaving only the VoIP users in the group

(2) LOW BALANCE

If you have an external member in your call group, such as a landline or mobile telephone number, you will need to keep your account in credit.  This is because the system will see that the call may potentially be answered by the external group member and therefore a credit balance is required to be able to forward the call.  In this case please simply top up your account and try again after a minute.

(3) Check your services

Under the service section of your portal please ensure that all your services are active on the account, you will need to check that the numbers, VoIP users and call / ring groups are all active. If anything needs renewing then simply top and and any overdue services will automatically renew.