Support Info

Will Your Hardware Work With My Existing Router?

• Yes, but you might need to do a special configuration on the existing router to allow access to the phone adapter.

• Please refer to the Customer Provided Routers category for more information.

• Unfortunately, we may have you bypass the router to get service working if the support staff finds the router is blocking access for the phone adapter.

I Have No Dial Tone On My Phone Adapter

This can be a physical set up problem if the telephone is not properly connected to the ATA (Analog Telephone Adapter). The dial tone is served locally by the ATA device once the device is registered. If you have just turned on the ATA, please allow the device a few minutes to boot up completely before checking for a dial tone.

If the ATA has been powered on for more than a few minutes:

• Check the phone cable to make sure that both ends are firmly connected.

• Try another telephone or a different telephone cable.

• Plug the power supply for the ATA into a wall outlet for power instead of a power strip or UPS unit.

Note: The device will not provide dial tone if it is in the middle of a firmware or configuration update. You can identify firmware and configurations upgrades are in process by looking at the WAN and LAN lights on the front of the device. They will blink on and off every second simultaneously. If the issue persists, then please contact our support department.

I Can Make Outbound Calls But I Do Not Get Any Incoming Calls?

If you are PORTING a phone number to us, then this typically means the port is not completed.

If you ordered a NEW phone number from us, or your activation date has passed, then please contact our Technical Support Department for further assistance.

If you have ported your number and the number is not new, there may be an issue with the network connection to your phone adapter. Please go to your router and disable the SIP-ALG. The SIP ALG setting is usually in your router. Login to your router's webpage configuration and look for the setting for SIP ALG. Check the Firewall area or WAN setup.

For example, on the bottom of this image.

Will Your Service Work With My VPN?

Yes, as long as you either:

• Configure our device to allow the VPN traffic to pass through it.

Or

• Configure your VPN router to pass our traffic without restriction.

What Can I Do About Choppy Audio?

Typically, choppy or dropped audio during a phone call is caused by problems with your Internet connection. These Internet connection issues are typically not related to upload/download speeds but by excessive delay (latency), jitter (variation in packet arrival time), and packet loss (transmitted data that never makes it to the destination). To solve this, you should set/configure QoS on your router.

1. Set it to give highest priority for your phone adapter. Voip service requires a usage of 100Kbps bandwidth, so this amount needs to be "reserved" for your phone adapter. Typically the QoS setting is for what ip address of the device.

For QoS configuration, please look at your router's manual. Click HERE to see example.

2. After you make changes on Step 1 above, your voice should be better.

When you notice these problems happening, hang up the call and run our VoIP Quality Test.
For more information about this test, please refer to How to understand the Bandwidth Quality Test for VOIP.

If I Put The Phone Power Hardware In Front Of My Router, I Have Phone Service But No Internet And If I Put My Router In Front Of Your Hardware, I Do Not Have Phone Service?

This is typically an IP Address conflict between your router and our hardware but one that is easily resolvable.

First, power off the router. • Connect a computer directly into the Grandstream's LAN port.

• Open your web browser and navigate to 192.168.2.1.

• The password is 123.

• Click on the Basic Settings tab.

• Scroll down and locate the LAN DHCP Base IP and change it to 192.168.3.1.

• Scroll to the bottom of the window and click Update.

• On the next screen click Reboot.

• While the Grandstream is rebooting, reconnect your computer back to your router and power on the router.

If this does not resolve your issue, please contact support for further assistance.

Will The Caller ID That Is Displayed On The Phone Be What Is In Your Contact List Or The Name Generated By The Incoming Caller ID?

• The caller ID will be what was sent by the calling party.

The Blocked Contacts Feature Is Not Working?

By default, the blocked contact list is set to inactive.

To activate the call blocking feature, please refer to this article:

• Aquarius

How Do I Enable Anonymous Caller Rejection?

Anonymous Caller Rejection can be enabled on the home page of the MyAccount portal.

Please refer to Using the Anonymous Call Blocking Feature for more information.

Can I Take The Service With Me When I Travel?

The ATA hardware we send you is assigned to your account. When used outside your home location, you would still be calling from your home telephone number. Assuming the broadband connection you are using while you are away from your home does not block the necessary ports used by our service, the service will work at any location.

Note: Please be sure to update your E911 information via the MyAccount section before traveling if you plan on staying at the new location for an extended period of time.

I Have Unconditional Forwarding Enabled, But My Device Still Rings When I Receive A Call?

This is a notification that an incoming call was forwarded and sent to your phone adapter device.

If you would like this notification disabled, please contact our support department and request we disable Audible Call Forwarding.

What Audio Codecs Does Phone Power Use?

We utilize G.711 and G.729 as Codecs.

• G711 is a higher audio quality Codec that will work well in most implementations.

• G711u uses approximately 84Kb/s of bandwidth

• G729 can be used in situations where available bandwidth causes call quality issues.

• G729a uses approximately 16kb/s of bandwidth

You will not notice much (if any) of an audio quality decrease between Codecs.

You can choose the codec to use by logging into your MyAccount on our website and clicking on Service Settings then clicking on Bandwidth Control (Codec) and selecting the codec you wish to use.

Note: This change will NOT go into effect until you power cycle your ATA device.