Support FAQ

Installation

How do I connect a voiSip Adapter?

Note: A computer is NOT required for voiSip service.  

  1. Connect the network patch cable from the adapter's network/LAN port to the router's LAN port.
  2. Connect a telephone to PHONE1 and/or PHONE2 (for 2 line models).
  3. Connect power to the voiSip adapter.  Wait about 5 minutes for bootup and initialization to complete.

After completing the above, wait about 5 minutes for device to provision and connect to our network.  

Once all of the LED status lights are on, your device is ready to make and receive calls.

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The instructions and diagram above are for the 2-line adapter. If you have a 1-line adapter, it will have only a single phone line jack.  A 4 line adapter would have 4 phone line jacks.

How do I connect my home's wall jacks?

IMPORTANT: FAILURE TO DISCONNECT OLD PHONE SERVICE WILL DAMAGE YOUR ADAPTER.

  1. Find the former telco's junction box, typically on the back or side of home or building.
  2. Open the box cover and disconnect the modular phone line connector for your phone number.
  3. Test wall jacks for dial tone.  If they have dial tone, they are NOT disconnected (go back to steps 1 and 2). 
  4. Once wall jacks are disconnected, connect a phone cable from voiSip adapter to any nearby wall jack.
  5. Your wall jacks should now have dial tone and any standard telephone can use the voiSip service.

Optional: You may use a 2 line splitter (see image below) to connect 2 voiSip lines to the wall jacks.

  1. Using 2 phone cables, connect "phone 1" and "phone 2" on voiSip adapter to line splitter "L1" and "L2".
  2. Plug the splitter into any wall jack (make sure it has first been disconnected from old service, see above).
  3. You can use the "L1+L2" jack on the splitter to connect a nearby 2 line phone.

How do I connect a voiSip Cordless Phone?

  1. Connect a network patch cable from the base unit's WAN port to your network. 
  2. Power up the base unit.
  3. Follow the phone manfacturer's documentation to setup your voiSip (SIP) account.
  4. If you need help, please contact voiSip Support to request details for your device, or a Free Remote Configuration Session.

How do I connect a voiSip Corded Phone?

  1. Connect a network patch cable from the phone's WAN port to your network.
  2. Power up the phone.
  3. Follow the phone manufacturer's documentation to setup your voiSip (SIP) account.
  4. If you need help, please contact voiSip Support to request details for your device, or a Free Remote Configuration Session.

How do I connect a voiSip PBX Phone System?

  1. Connect a network patch cable from the voiSip Phone System's network port to your network.
  2. Connect the DC power adapter.  We highly recommend using a Battery Backup or at least a good Surge Protector.
  3. Connect and power up your corded and/or cordless phones to your network (see separate instructions).
  4. If you selected DIY installation when you signed up, logon with your PBX username and password to begin configuration.
  5. If you purchased professional setup, contact voiSip Support to schedule a Free Remote Configuration Session.

NOTE: For more details, download and refer to Chapter 5 of the FREE ebook, Elastix Easy.

How do I setup the FREE Soft Phone software?

  1. Click HERE to download 3CX, a FREE Soft Phone software for Windows.
  2. Save the file to your desktop or somewhere easy to find.
  3. Double click the file and install to default location.
  4. When you first launch the program, choose "Create Profile".  (Do NOT choose Auto Provision).
  5. On the next screen (Accounts), click "New" and enter the following information.
  • Account Name: VOISIP
  • Caller ID: [your name]
  • Extension: [your 10 digit voiSip number] (No spaces or dashes)
  • ID: [your 10 digit voiSip number] (No spaces or dashes)
  • Password: [your voiSip SIP password] (NOT to be confused with your My Account or My Features password)
  • Select > I am OUT of the office - external IP: [voiSip server address]
  • You may ignore the remaining settings, as they are not required.

Here are some other softphones we like...
- Mac or Windows : Xlite (Free) or Bria (Pay) by Counterpath
- Android : CSIPSimple (Free), use the Generic Wizard in Basic mode, or Bria (Pay) by Counterpath
- iPhone : Bria (Pay) by Counterpath

In short, you can use any softphone that supports the voiSip (SIP) protocol.

For further assistance, contact voiSip support.

END OF FAQ

 

Troubleshooting

"Most issues can be resolved with an equipment reboot".

The first step in troubleshooting should be to reboot your modem, router, and voip device.
Allow 3 to 5 minutes for each device to reboot before rebooting the next device in line.
Often, through process of elimination, you can determine which device was causing the issue.

If rebooting doesn't solve the issue, proceed to more advanced solutions below.

My incoming calls go straight to voicemail (or my failover number)

This means our system tried to deliver a call, but your voiSip device (adapter/phone/system) did not respond.

This is usually caused by a power or internet outage at your location, or a network device locking up.

First, try to confirm if you experiencing an internet outage.  If so, contact your internet provider right away. Slow or laggy internet should be considered an outage, since it will affect your call quality. 

Even if you seem to have internet service, some network device may need to be rebooted to clear memory and cache.  Reboot your network devices, 1 at a time, beginning with your internet provider's modem/router. Then try restarting your own router if you have one, such as a wifi router.

Test for internet connection from your computer.

Once your internet is back online, restart your voip device. Rebooting these network and voip devices solves 99% of any issues you'll ever have with any voip service, including voiSip.

If your issue is NOT resolved, you may have a firewall or similar blocking issue. In these cases, please check with your Network Administrator, or open a Support Ticket for further assistance.

One way audio, or no audio (one person cannot hear the other)

You should do some quick testing to make sure your phone has a working mic and speaker. Try calling your voicemail box.

However, this typically indicates a firewall blocking issue.  

Some firewalls block unknown data streams to prevent DoS (Denial of Service) attacks.

Or it could just be a locked up router, due to overheating or similar issues.

First, try rebooting your network equipment.

If that does not work, you'll need to open some ports on your router.

Do this by assigning a static IP address to your voiSip device.

Then forward port range 10,000 to 20,000 or 10,000 to 65,000 (UDP ONLY) to that IP address.

Our knowledgable support staff can assist with many popular routers if you need help with this.

My call drops out, sounds choppy or scrambled

This type of issue generally indicates inadequate internet quality, even if due to temporary conditions.  This could be due to issues on your internet provider's network, or on your local network.

When we discuss internet quality, we are partly referring to the readily available bandwidth, which may be less than advertised, or which may be reduced by bandwidth hogging apps.  But we are also talking about "latency" and "jitter", which refers to how "instantaneous" your connection is, and how "smoothly" it can transmit data, without dips and stutters.

If you have any internet intensive devices or apps running anywhere on your network, such as securty cams, school cams, nanny cams, online backup (carbonite, etc), file syncing/sharing (google drive, dropbox, etc), media streaming (Netflix, etc), these apps should be throttle limited, or scheduled to run after hours.  Otherwise, they can cause lattency and jitter, even on otherwise fast fiber networks.

It may help if your router supports Bandwidth Prioritization (QoS), or Bandwidth Control.  These features can prioritize voip traffic, but they won't remove latency and jitter.  So throttle limiting is still preferred over relying on QoS priorities.

Local storms, construction, faulty network devices, or old wiring may also impact your internet service.

If you have cable internet, have your provider monitor the local "node", which is the point where you and your neighbors all connect.  If you have a neighbor who's hogging bandwidth, it can affect everyone on the local node.  The provider may need to "split the node".

Try running various internet quality tests, paying close attention to UPLOAD speed, PING time and PACKET LOSS.

Each voiSip conversation requires 100kbps (0.1mbps) of upload/download bandwidth... after accounting for other traffic.  

Ideal ping time is 30ms or less, 30ms to 60ms is good, 60ms to 120ms is marginal, and more than 120ms often results in poor quality.

Packet loss should be zero (0).  Any packet loss is unacceptible and should be reported to your internet provider.

One final possibility to consider, is a virus or malware infection. We have seen instances where infections have tied up massive amounts of internet bandwidth to the point that call quality was severely affected. Check your computer(s) for tell-tale virus signs, such as booting slowly, constant hard drive activity, popups, error messages, etc.

You may need to work with a local IT professional or your internet provider (or change to a different provider) to resolve internet quality issues.

I get a busy signal when I call in or out

If your service was working, but now is constantly busy, it is possible that you have exceeded the Abuse Limit of your calling plan.

All voiSip plans have an Abuse Limit to prevent excessive overages.

The Abuse Limit is 300% (triple) the plan limit. (example: our 2000 minute plan's Abuse Limit is 6000 minutes)

If you have reached the Abuse Limit, your line will go busy.  You can wait until the 1st of the month, or upgrade your plan.

Calls drop at a specific interval, such as 15 minutes 

This is often due to a UDP session timer expiring at a preset time, often 900 seconds (15 minutes).

Check to see if your router has a UDP session timer setting.  If so, set it much higher, such as 10800 seconds (3 hours).

Otherwise, check your voip device to see if it has a session timer.  Again, increase it to a much higher value.

If you are using an Asterisk/FreePBX/Elastix/voiSip or similar PBX system, you can try either denying, or forcing, session timers.  

To disable timers, add the following line at the bottom of your SIP Trunk Peer Details.
session-timers=refuse

If that doesn't work, try forcing a larger timer, by replacing the above line with the following.
session-timers=originate
session-expires=10800
session-minse=300
session-refresher=uas

I have an issue that isn't mentioned above

Most issues are directly related to internet quality, network congestion, or a simple equipment glitch.

Even if you are able to browse websites, try rebooting your router.  This will flush the memory and cache, allowing network and voip devices to establish fresh routes, and reopen port tunnels.

Check your internet speed, and quality, by running tests at both SpeedTest.net and PingTest.net.

Note that those are "synthetic" tests, and will not uncover all issues.  In particular, if your internet provider has a great local connection, they may still have congestion on their internet network, or at their backbone junctions.  Take a look at the national "internet grid" status, by visiting InternetPulse.net.  That can reveal issues far upstream from your local connection.

Another good resource is DownDetector.  Just be aware that they sometimes feature advertising that is a bit unprofessional.

If you determine that your internet provider is having performance issues, you should contact them right away.  In such cases, you can temporarily forward your calls to a backup line, such as your cell phone.

If you have confirmed the quality of your internet service, and rebooting your equipment does not resolve the issue, please open a Support Ticket.

We'll be glad to help you find a solution.

END OF FAQ

 

Managing your account

Click the My Account link at the top of our website.

Important Login Information

Enter your username (email address) and password.

You can reset your password if you need to.

The Account username/password is different from the My Features panel username/password.

What can I control in the Account panel?

  • Update your address, credit card on file and other billing info
  • Get your "Refer a Friend" link and view your referrals
  • Open or respond to Support Tickets
  • Review emails and invoices

How do I access features like e911, Voicemail, etc?

Those features are accessed in the My Feature panel, see below.

How do I cancel service?

For your protection, and ours, we do not accept cancellations by phone or email.

Cancellation requests must be made using the following password protected process.

  • Click HERE to log in and view your Products and Services.
  • Click the drop down arrow next to the service(s) you wish to cancel, and select "Request Cancellation".
  • In the "Reason" field, enter the 10 digit phone number you wish to cancel.
  • Click the "Request Cancellation" button to confirm your request.
  • Repeat the above process for each service you wish to cancel.

Tip: Prepaid services are non-refundable.  So start out with a month-to-month payment plan.
Switch to a longer pre-pay option, only when you are ready to commit longer.

There are otherwise no contracts, and no cancellation fees.

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Using the My Feature panel

Click the My Feature link on the website menu.

Enter your username (ten digit phone number) and password.

This is not the same user/pass as the Account section.

To reset your My Feature password, you must open a Support Ticket.

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Referring a Friend

We love referrals!

Are there any incentives for referring a friend?

Yes! Refer a friend to voiSip, and get a commission for as long as they stay signed up.

How do I refer a friend?

Log into the Account section of our website and click Referrals to obtain a link you can give to your friends.

If they click the link and sign up within 90 days, you'll get credit for the referral.

You can also notify us within 30 days if your friend signs up without using the link.

End of FAQ

Cool features you may have missed

Some suggestions for getting the most out of voiSip

Clone Lines

Clone lines are lines that share a single phone number.  

This is a bit like rollover lines, without the cost, complexity and confusion of all the rollover numbers.  Need more than 2 Clone Lines?  Upgrade anytime.  

All voiSip plans feature at least 2 Clone Lines, and our business plans range up to 96 Clone Lines.

Example: Your spouse is on a live call on Clone Line 1.  Your neighbor calls, ringing Clone Line 2.  You answer and invite them over for pizza.  You hang up, dial the pizza place on Clone Line 2, order a pizza, and hang up.  Then you call your own number, your spouse answers via Call Waiting to be informed about plans.

Multi Branch

voiSip features FREE, unlimited multibranching.  

This means you can simultaneously register multiple devices, at different locations, on the same voiSip account.  In other words, you can make and receive calls at multiple locations, using a single phone number.  You can have as many locations simultaneous registered as you need, and can have multiple simultaneous calls, up to your plan's available Clone Lines.  

Example: Register different voiSip phones/adapters at your home, your office, a branch office, your vacation home, your smartphone app, etc.  Every device at every location will ring with inbound calls.  Answer calls at any location.  Make outbound calls from any location as well.  

Example: With a standard 2 line plan, you can have up to 2 live calls at a single location, or 1 live call at any two locations.  Need more than 2 simultaneous calls? Simply upgrade at any time to a plan with 3 or more Clone Lines.

End of FAQ

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