IP Phone: Self Technical Support
1. Test your Internet connection to make sure it is working.
Without Internet access, the IP phone will not work. If you cannot establish an Internet connection, please proceed to the Internet support section for help in restoring Internet connectivity.
2. Check your phone and phone adapter connections. Make sure all cables are properly connected.
The cable between the router and phone adaptor should be connected to one of 4 LAN ports on the back of the router, with the other end plugged into the Ethernet port on the phone adaptor. Make sure the corresponding port lights are on.
On the phone adaptor, 3 lights should be on: Power, Ethernet and Phone 1. Only Phone 1 should be used to connect with your phone set. If the power light is off or flashing, please check your power supply adapter. The correct power supply adapter should have an output of 5V 2A. If these specs do not correspond with those on your power adapter, you're using the wrong adapter. If the Ethernet light is off, check your ethernet cable connections or replace the cable. If the phone 1 light is off, your phone isn't registered on our network. Please contact us for further assistance.
3. Check for a dial tone.
If the Power, Ethernet and Phone 1 lights on your phone adapter are on, pick up phone and listen for a dial tone. If you don't hear one, make sure the phone is connected into the correct phone port. Otherwise, there might be an issue with your phone. If possible, test with another phone.
4. Try to place a phone call.
If you hear a dial tone, try to place and receive calls. If recipients of your calls see a different number on their call display, this indicates a configuration issue. If you have a pending number transfer request, it means the request has not yet been completed.
If problems persist, please contact us for further assistance.
If your phone has audio quality issues (i.e. sound is not clear, line noise, static, etc.), try the following:
1. Check if the poor sound quality occurs on your end, or on the end of the person you're speaking to during your calls. Most of the poor-quality issue happens on the other side, as it uses Internet upstream. In the case, please test Internet speed first, especially upstream speed. Slow Internet speeds can cause sound quality issues. An upgrade of Internet speed is recommended.
2. If you are using a cordless phone, audio quality may be compromised due to a low battery, by wireless interference etc. Ensure your cordless phone is fully charged, try placing calls while next to your base station set or try to use a hardwired phone.
3. Check if you are downloading P2P software or if your IPTV is playing video programs which may occupy a lot of bandwidth. Stop all downloads and streaming then test your phone to see if this resolves your issue.
4. If the problem persists, try to call some local numbers and some international numbers to compare the quality. If the issue persists during all calls, there may be an issue with the phone adapter itself. Contact us to replace your phone adapter. If local calls are good, but long-distance calls quality is poor, or vice versa, please note the phone number, the time you dialed the number and provide us with these details, so we can further investigate.
5. If the line keeps cutting off and this happens frequently, please contact us for assistance. If calls drop only when communicating with specific phone numbers, please provide us with this information, along with the time you dialed those numbers, so we can further investigate on your behalf.
If you can hear the phone ringing, but don't hear anything once you've answered the phone, this may indicate an issue with your router's configuration.
If you're using an Altima Telecom issued-router, all settings have already been properly preconfigured. However, if you're using an Altima Telecom issued router and issues persist, contact us for further assistance.
If you are using a third-party router, you may need to adjust some settings to make it compatible with the phone adapter. While we do not support third-party routers, here are some tips for your reference.
1. Change the SPI firewall status to "disable". It doesn't always cause the above-mentioned issue, but if you encountered this kind of problem, start with this step.
2. Some routers have SIP or SIP ALG option, choose to enable SIP, or SIP ALG (application layer gateway), it allows VoIP traffic to pass through firewall.
3. If you are familiar with your router configuration, open 5060 port for phone adapter, or put this phone adapter in DMZ.
4. If problems persist, try a different router. Some routers such as D-link don't support VoIP phone well.
5. If you are using cable Internet, you can bypass the router to do a test by connecting the phone adapter to the cable modem directly, and reboot the modem, then check again. If the problem can be resolved with the hard connection, it indicates am issue with your router. Otherwise, the issue is related to your phone adapter.
6. If you checked both connection and settings, but the problem persists, contact us for further assistance.
