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Troubleshooting Netphone (VoIP) for Cannot make or receive calls

This article will guide you through the troubleshooting for being unable to make or receive calls on a Netphone (VoIP) service.

Please note: This article offers advice on checking the setup and VoIP settings on modems sold by iiNet. If you have a third party modem, please check the modem manufacturer's website for support information on accessing the VoIP settings.

Select one of the links below to jump to a query:

Symptoms

  • You can’t make and/or receive calls on the Netphone. In some cases you may only be able to do one or the other.

 

Things to check first

Potential cause
Try this:
No Internet connection Confirm that you can get online and view websites etc. VoIP services need a working internet service; you need to troubleshoot internet issues before focusing on any VoIP issues.
Faulty hardware Ensure that all cables and handsets used for your VoIP service are undamaged and plugged in securely.
Insufficient power to handset Ensure that the handset used for your VoIP service has sufficient power, particularly if it is cordless and uses batteries. Only rechargeable batteries should be used in a cordless handset.

 

Troubleshooting on TG-1 or TG-789 Broadband Gateway

  1. On a computer or WiFi device that's connected to your modem, open your web browser and go to http://10.1.1.1
     
  2. Log in with the default username admin and default password - on the TG-1, this is “admin”. On the TG-789, this is a unique password printed on the sticker on the base of the modem next to "Password".
     
    If you have changed your modem password from the default, log in with your custom password.
     
  3. On the Dashboard, select the Telephony panel.


     

  4. Select the Phone number tab and then check the colour of the icon under Registered.
     

     
  5. Here’s a list of other registration statuses that may appear:
     

    Registered icon colour What it means What to do
    Grey No VoIP service has been registered Use the details in the VoIP activation email we sent you and follow the Quick Start Guide to register your service.
    Red/orange VoIP password or username entered incorrectly Check the VoIP password and phone number in the activation email we sent you and then re-enter your password. Passwords are case-sensitive, and VoIP numbers must be entered with no spaces or brackets.
  6. Please note that it can take up to 7 minutes for the TG-1 Broadband to save an apply changed settings.
     
  7. If your VoIP Registered icon still doesn’t turn green, please use an alternate phone service to call our Support Team on 13 22 58 for a hand. If you have no access to a working phone service, please email support@iinet.net.au.
     
  8. If your VoIP Registered is green but you still can’t make or receive a call, try plugging in a different handset for your VoIP service.

    Handsets should be plugged into the green Netphone port:


     

  9. After plugging in a new handset, check your VoIP Registered icon before attempting a test call. In some cases, it may take up to 7 minutes for the new handset to register, or the modem may need to be restarted.
     
  10. If you still can’t make and/or receive calls on your Netphone, please use an alternate phone service to call our Support Team on 13 22 58 for further assistance. If you don't have access to a working phone service, please email support@iinet.net.au.

 

Troubleshooting on iiNet VDSL Home Gateway (Huawei HG658)

  1. Ensure that the handset used for your Netphone (VoIP) service has sufficient power, particularly if it is cordless and uses batteries. Only rechargeable batteries should be used in a cordless handset.
     
  2. Check the VoIP light on the front of your modem. It should be green if the Netphone service has successfully registered. If the light is red, follow the Quick Setup Guide available here to set up your Netphone service again.

    While doing so, be careful to enter your Netphone number without any spaces or brackets, and correctly enter any capital/lower case letters in your Netphone password.
     

     

  3. If your VoIP light still doesn’t turn green please use an alternate phone service to call our Support Team on 13 22 58 for a hand. If you have no access to a working phone service, email support@iinet.net.au.
     
  4. If your VoIP light is green but you still can’t make or receive a call, try plugging in a different handset for your VoIP service.

    Handsets should be plugged into the grey Phone1 port:
     

     

  5. After plugging in a new handset, check your VoIP light before attempting a test call. In some cases, it may take up to 7 minutes for the new handset to register, or the modem may need to be restarted.
     
  6. If you still can’t make and/or receive calls on your Netphone, please use an alternate phone service to call our Support Team on 13 22 58 for further assistance. If you don't have access to a working phone service, please email support@iinet.net.au.

 

Troubleshooting on iiNet NetComm NB16WV-02

These instructions will only work for the NetComm NB16WV-02 model sold by the iiNet Group.

  1. On a computer or WiFi device that's connected to your modem, open your web browser go to http://10.1.1.1
     
  2. Log in with the default username "admin" and default password “admin”. If you have changed these details from the default, use your custom login details instead.
     
  3. You'll see Basic view. At the bottom of the page, click Switch to advanced view.
     
  4. From the top menu bar, select VoIP Settings > Configurations > Service Domain.
     

     
  5. Check the Status entry at the bottom of this page. Note that VoIP status can be checked in Basic view, but this Advanced view page allows you to check or edit your Netphone username and password if necessary.
     

     
  6. Here’s a list of things to try if the VoIP Status says "Unregistered", which means that either no VoIP service has been set up yet, or the service was unable to register using the username and password given.
     

    VoIP status Possible cause
    What to do
    Unregistered No Netphone service has been set up yet Use the details in the VoIP activation email we sent you and follow the Quick Start Guide to register your service.
    Unregistered Netphone password entered incorrectly Check the VoIP password in the activation email we sent you and then re-enter your password. Passwords are case-sensitive.
    Unregistered Netphone number entered incorrectly Check the VoIP phone number (username) in the activation email we sent you and then re-enter your VoIP number with no spaces or brackets.
  7. If your VoIP status still doesn’t say "Registered", please call our Support Team on 13 22 58 for a hand.
     
  8. If your VoIP status is “Registered” but you still can’t make or receive a call, try plugging in a different handset for your VoIP service.

    Handsets should be plugged into the grey Phone port:
     

  9. After plugging in a new handset, check your VoIP status before attempting a test call. In some cases, it may take a few minutes for the new handset to register, or the modem may need to be restarted. Checking in the Basic view Status tab is fine.


     

  10. If you still can’t make and/or receive calls on your Netphone, please use an alternate phone service to call our Support Team on 13 22 58 for further assistance. If you don't have access to a working phone service, please email support@iinet.net.au.

 

Troubleshooting on Budii Lite, Budii, BoB2 or BoB Lite

The instructions given here should work for iiNet’s Budii Lite, Budii, BoB2, and BoB Lite modems. To show an example, screenshots have been taken with a Budii.

If you have a different modem, please check the modem’s user manual to learn how to access and change the VoIP settings, and how you should plug in a handset.

  1. On a computer or WiFi device that's connected to your modem, open your web browser and go to http://10.1.1.1
     
  2. Log in with the default password “admin”. If you have changed your password from the default, use your custom password instead.
     
  3. On the Wizard page, check the VoIP Registration status next to Line 1. It should say “Registration Up”.


     

  4. Here’s a list of other registration statuses that may appear:
     

    Registration status What it means What to do
    Idle No Netphone service has been registered Use the details in the VoIP activation email we sent you and follow the Quick Start Guide to register your service.
    Initializing Netphone service is initializing, or the internet connection is down Confirm that you can browse to a website. If you can’t, troubleshoot your internet connection. If you saved new VoIP settings recently, allow 5-10 minutes before refreshing the page.
    Incorrect Password Netphone password entered incorrectly Check the VoIP password in the activation email we sent you and then re-enter your password. Passwords are case-sensitive.
    Incorrect Username Netphone number entered incorrectly Check the VoIP phone number (username) in the activation email we sent you and then re-enter your VoIP number with no spaces or brackets.
  5.  If your VoIP registration status is still “Initializing” 5-10 minutes after you’ve saved your VoIP settings, try restarting your modem.
     
  6. If your VoIP registration status still doesn’t say “Up”, please call our Support Team on 13 22 58 for a hand.
     
  7. If your VoIP registration status is “Up” but you still can’t make or receive a call, try plugging in a different handset for your VoIP service.

    Handsets should be plugged into the black Netphone port on a Budii:

    Handsets should be plugged into the green Phone port on a BoB2 or BoB Lite:


     

  8. After plugging in a new handset, check your VoIP Registration status before attempting a test call. In some cases, it may take a few minutes for the new handset to register, or the modem may need to be restarted.
     
  9. If you're using a BoB2 or Budii handset and your VoIP registration status is “Up”, but you still can’t make or receive a call, your handset may have lost pairing to the modem. Try pairing the handset again.

    Budii handset guide available here
    (see page 15)
    BoB2 handset manual available here (see page 9)
     
  10. If you still can’t make and/or receive calls on your Netphone, please use an alternate phone service to call our Support Team on 13 22 58 for further assistance. If you don't have access to a working phone service, please email support@iinet.net.au.

 

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