We understand how frustrating troubleshooting can be—try these simple steps to get your phone back online.
Is the ethernet cable connected properly?
Check to see if your ethernet cable is plugged in correctly into an ethernet drop (a floor or wall outlet that allows you to physically connect a computer to the network). The ethernet cable needs to be connected to the LAN port.
Try plugging the cable into a different Ethernet port to rule out a faulty outlet.
Check Your Phone's IP Address
- Go to Settings > Status > TCP/IP Parameters on your phone.
- Look for an IP address.
No IP Address? This indicates that your phone may not be connected to the network.
Ensure Your Network is Properly Configured
Ensure SIP ALG has been disabled on your network.
Not sure how to do this?
Contact your IT support or network administrator.
Yes, I have access to my router.
Log in and disable SIP ALG (usually found in the WAN settings).
No, I don't have access to my router.
Contact your IT team or our Technical Support Team for help.
Note for Bell Hub Users
The Bell Hub 1000 and Bell Hub 2000 do not allow you to disable SIP ALG. Unfortunately, neither of these routers will allow your VoIP phones to work effectively. Check out which routers we recommend!
Need Help? Contact Support!
If the issue persists or if you need further assistance, please contact our Technical Support Team. You can reach us by:
- Phone: Dial 611 from any net2phone Canada device or call 1-877-498-3772 (option #3).
- Email: Send your inquiries to support@net2phone.ca, and we’ll respond within one business day.
