This guide will take you through some initial troubleshooting steps to follow when your phone service is not working correctly.

If these do not help, please contact our Customer Services Team on 01376562002 or at [email protected]

• Ensure your Internet connection is functioning correctly

As our home phone service is delivered via the Internet, this will not be usable if you are not online.

If your Grandstream Adapter is connected via an extender, ensure the extender is working correctly.

• Ensure your phone is connected correctly

Your phone should be connected to your Grandstream Adapter via an RJ11 adapter; the Grandstream Adapter should be connected to a LAN port on your router or extender.

• Ensure your phone is not on Do Not Disturb and that the ringer is not silent

These features may be activated by accident and can prevent calls from coming through correctly.

• Power cycle your router by disconnecting it from power for at least 30 seconds, then reconnecting the power and switching the router back on

Routers may "play up" from time to time, particularly if they have been on for a long time. Power cycling this may resolve these issues.

• Power cycle your phone and Grandstream Adapter by disconnecting them both from power for at least 30 seconds, then reconnecting the power

Any device can start to work incorrectly if left powered on for a long time. Power cycling this may resolve these issues.

• Make note of any error messages or odd sounds when attempting to call in or out

These can help us to diagnose the issue.