No incoming calls

VOIP setup and troubleshooting

No incoming calls

Postby dobbyjobo on Mon Jan 23, 2017 8:06 pm

We need help as we have been getting the run around since our VOIP was activated on 12 Jan.

We have never been able to receive incoming calls.

We have reset, configured and talked to nearly every tech at Exetel. We have also phoned Netcomm who have tested the modem and also can't get incoming calls through a softphone.

We have emailed support and complaints and no answer.

Internet and outgoing calls are fine
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Re: No incoming calls

Postby KavindaS on Mon Jan 23, 2017 9:12 pm

dobbyjobo wrote:We need help as we have been getting the run around since our VOIP was activated on 12 Jan.

We have never been able to receive incoming calls.

We have reset, configured and talked to nearly every tech at Exetel. We have also phoned Netcomm who have tested the modem and also can't get incoming calls through a softphone.

We have emailed support and complaints and no answer.

Internet and outgoing calls are fine


Could you please PM me the Exetel ticket reference number and the voip service number, so I will check on this?
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Re: No incoming calls

Postby Dazzled on Tue Jan 24, 2017 5:11 am

If you use a separate ATA, or softphone, I suspect you have not port forwarded to the ATA or softphone IP address. The modem router firewall will drop the incoming phone signal, seeing it as an intrusion attempt if this is not done. The router inward log will list these drops if this is the case.

Combined router-ATAs come configured appropriately for the built-in ATA, but not for a computer softphone.

The incoming signal to ring your phone comes into the router on port 5060, UDP protocol. If not sent on, nothing will happen on the phone. This isn't a problem with ringing out, because the router accepts your traffic. Internal device addresses can change as devices are added to the local network, so it may be helpful to give the softphone computer a static address so that the port forward always works.

Try not to have a softphone and ATA registered to the same VoIP account at the same time, to avoid confusion.
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Re: No incoming calls

Postby dobbyjobo on Tue Jan 24, 2017 8:15 am

Dazzled wrote:If you use a separate ATA, or softphone, I suspect you have not port forwarded to the ATA or softphone IP address. The modem router firewall will drop the incoming phone signal, seeing it as an intrusion attempt if this is not done. The router inward log will list these drops if this is the case.

Combined router-ATAs come configured appropriately for the built-in ATA, but not for a computer softphone.

The incoming signal to ring your phone comes into the router on port 5060, UDP protocol. If not sent on, nothing will happen on the phone. This isn't a problem with ringing out, because the router accepts your traffic. Internal device addresses can change as devices are added to the local network, so it may be helpful to give the softphone computer a static address so that the port forward always works.

Try not to have a softphone and ATA registered to the same VoIP account at the same time, to avoid confusion.


We are in our 80's and don't really understand what is going on, we are just following the instructions for configuring that the techs give us. The problem seems to be every tech gives us new things to try but nothing works. Netcomm have told us it's not a modem problem with the firewall
dobbyjobo
 
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Location: Central Coast NSW

Re: No incoming calls

Postby KavindaS on Tue Jan 24, 2017 3:22 pm

dobbyjobo wrote:
Dazzled wrote:If you use a separate ATA, or softphone, I suspect you have not port forwarded to the ATA or softphone IP address. The modem router firewall will drop the incoming phone signal, seeing it as an intrusion attempt if this is not done. The router inward log will list these drops if this is the case.

Combined router-ATAs come configured appropriately for the built-in ATA, but not for a computer softphone.

The incoming signal to ring your phone comes into the router on port 5060, UDP protocol. If not sent on, nothing will happen on the phone. This isn't a problem with ringing out, because the router accepts your traffic. Internal device addresses can change as devices are added to the local network, so it may be helpful to give the softphone computer a static address so that the port forward always works.

Try not to have a softphone and ATA registered to the same VoIP account at the same time, to avoid confusion.


We are in our 80's and don't really understand what is going on, we are just following the instructions for configuring that the techs give us. The problem seems to be every tech gives us new things to try but nothing works. Netcomm have told us it's not a modem problem with the firewall


Received your PM and thank you. This will be further investigated and update you accordingly.
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Re: No incoming calls

Postby dobbyjobo on Thu Jan 26, 2017 9:09 am

Still not working even though we received an email late on 24 Jan that tests show it is and any problems must be with the modem......but Netcomm say no. So once again the circle keeps going around with no solution.
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Re: No incoming calls

Postby KavindaS on Thu Jan 26, 2017 9:21 pm

dobbyjobo wrote:Still not working even though we received an email late on 24 Jan that tests show it is and any problems must be with the modem......but Netcomm say no. So once again the circle keeps going around with no solution.


I refer to the PM and the email you have replied. I have investigated this further and instructed to one of the senior engineers about the tests that we need before escalate this. Highly appreciate the patience you have in resolving this and you should receive a reply back through the same email ticket 11151783. Once you have checked everything suggested there, reply back to the same email and we will further investigate.
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Re: No incoming calls

Postby dobbyjobo on Tue Jan 31, 2017 9:17 am

We rang tech support on Friday 27 Jan with answers to the email, including landline numbers that had tried to call and tried all the suggestions. We were told we would have a reply within 48 hours. Still no reply.We rang again yesterday and were just given another ticket number.

Can't anyone solve this problem?
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Re: No incoming calls

Postby James D on Tue Jan 31, 2017 10:10 am

dobbyjobo wrote:We rang tech support on Friday 27 Jan with answers to the email, including landline numbers that had tried to call and tried all the suggestions. We were told we would have a reply within 48 hours. Still no reply.We rang again yesterday and were just given another ticket number.

Can't anyone solve this problem?


dobbyjobo, Apologies for the delay, someone will be in contact with you shortly to let you know where this fault is up to.
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