Frequently Asked Questions

IP Phone version 1.34

Q. I connected my cable/DSL modem to the IN port of my IP Phone, authenticated via PPPoE and then connected my computer to the OUT port of the IP Phone. Why can I make calls on the IP Phone but cannot get to the Internet on my computer?

A. In that connection scenario, only the IP Phone will have connectivity.

Q. I used to be able to make calls on my IP Phone and no longer can. Nothing has changed on my internet connection or IP Phone configuration. I suspect that my ISP is blocking the doorman ports. What can I do?

A. Contact TelecommsPlus for information on how to change the doorman port settings:

Q. I have followed the steps in #2 (above) to change my doorman port but am still unable to make calls. My IP Phone is behind a firewall and I suspect it is blocking the TCP or UDP ports that the IP Phone uses to make calls. What can I do?

A. You’ll need to open a TCP port on the firewall in the range of 1024-65000 and the same for a UDP port. Then specify the ports that were opened in the appropriate IP Phone menus.

Q. My network connection gets congested and my calls are choppy and contain too much echo. Is there anything I can do to improve it?

A. Try changing the Frames per Packet setting to 3 using the menu button and the LCD screen. Different frames per packet settings can provide better quality in certain network environments.

Q. I made some changes to my IP Phone settings and now I can’t make any calls. Why?

A. The best solution in this case is to reset the settings:
1. First, verify that you are using firmware version 1.34 or above by pressing the Info button once. If you are not, upgrade the IP Phone firmware.

2. Reset the default values of the phone by pressing the Menu button 22 times. Press Set when the screen says “Set Default Values” . Your phone will be returned to the factory defaults.

Q. I have attempted to upgrade the firmware on my phone via the automatic method from the Menu but it fails every time. What should I do?

A. You should try upgrading the phone using the serial port upgrade package:
1. Connect the IP Phone to your PC’s serial port using a 9-pin serial cable.
2. Go to: http://web.net2phone.com/partnersupport/devicesoftware/.
3. Complete the fields in the form and download the IP Phone serial portupgrade package.
4. Follow the instructions included with the package to upgrade the firmware from your PC via RS232 serial cable.

Q. I want to connect my IP Phone to a cable/DSL modem and authenticate via PPPoE into my service provider, but I don’t see a menu option for my PPPoE user name and password. What should I do?

A. The ISP username and password will appear as menu items once PPPoE is turned on via the Menu.

Q. When I turn on the PPPoE option in the Menu, there is no way to enable DHCP. If I can’t enable DHCP, how will the IP Phone get an IP address from my service provider?

A. The IP Phone will get an IP address via the PPPoE protocol. If the PPPoE is being utilized there is no need for DHCP.

Q. When trying to call another Net2Phone device (Max, Net2Phone Pro, Yap Jack Plus, etc.) using *72+ account number, why do I get either no audio or one way audio?

A. 1. First ensure that both devices are using the latest version of firmware available for each.
2. Next, set both devices to the same frame per packet setting (1,2,or 3).

Q. When trying to call my IP Phone from another IP Phone or other Net2Phone device, why do I get a fast busy or the call doesn’t go through?

A. In order to receive an incoming call, several things need to happen:
1. The IP Phone must be connected to a valid broadband Internet connection.
2. The account must be logged into the Net2Phone OPAL server. This server tells the Net2Phone network that the IP Phone is available for device-to-device calls and where it is located (it’s IP address). If you change the account number on the IP Phone, in order to tell the IP Phone to log in the new account on the OPAL server, reboot the IP Phone by unplugging and reconnecting the power cable.
3. Make sure that the account is not being utilized on any other Net2Phone device.

Q. When I pick up the handset on the IP Phone I don’t get a dial tone. There is no audio on the handset or speaker, and the IP Phone doesn’t ring on an incoming call. Why is this happening?

A. You are using the wrong power supply. The power supply for the IP Phone must be 12 volts AC and 1 amp. Contact TelecommsPlus r for the correct power supply.