iiNet - connect better

Technical Support

Support & billing: 13 22 58

Sales

Sales: 13 19 17

Login to iiNet

Need help?

Are you an iiNet agent?

Login here.

Online Help

Search our self help articles to find what you need.

Troubleshooting Netphone (VoIP) for Call dropouts

This article will guide you through the troubleshooting for calls dropping out on an iiNet 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 successfully make and receive calls, but the calls drop out unexpectedly.
  • In some cases, the calls may consistently drop out after 10 minutes.

 

Things to check first

Potential cause
Try this:
Internet dropouts VoIP relies on your internet service to function; you need to troubleshoot internet dropouts before focusing on any VoIP dropouts. See our internet troubleshooting guides for more information.
Faulty hardware Ensure that all cables and handsets used for your VoIP service are undamaged and plugged in securely.

 

Troubleshooting on TG-1 or TG-789 Broadband Gateway

  1. 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.
     
  2. On a computer or WiFi device that's connected to your modem, open your web browser and go to http://10.1.1.1
     
  3. 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.
     
  4. On the dashboard, click the Telephony panel.
     

     
  5. On the Global tab, under SIP Network, make sure that Primary Registrar port and Primary Proxy port are both set to 5060. You can edit them using the Edit button to the right if needed and then click Save.


     

  6. If you use any firewall or antivirus software, temporarily disable the software (please contact the software’s Customer Support if you’re not sure how to do this). Make some test calls using your VoIP service to see if they drop out.
     
  7. If you don’t experience VoIP call dropouts while your firewall/antivirus software is disabled, please contact the software’s Customer Support for help configuring your software settings so it won’t interfere with VoIP calls.
     
  8. If you still experience call dropouts on your VoIP service, please use an alternate phone service to call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.

 

Troubleshooting on iiNet NetComm NB16WV-02

The instructions will only work for the NetComm model purchased from the iiNet Group.

  1. 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.
     
  2. On a computer or WiFi device that's connected to your modem, open your web browser and go to http://10.1.1.1
     
  3. Log in with the default username "admin" and default password “admin”. If you have changed these settings from the default, use your custom login details instead.
     
  4. You'll see the Basic view. At the bottom of the page, click Switch to advanced view.
     
  5. From the top menu bar, select VoIP Settings > Configurations > Port Setting.
     
  6. Make sure that VoIP SIP port is set to 5060. You don't need to adjust the RTP port setting. Click Save if you made any changes.


     

  7. Next, select VoIP Settings > Configurations > STUN Settings from the top menu bar.
     
  8. Make sure that SIP ALG is set to Disable. Click Save if you made any changes.
     

     
  9. If you use any firewall or antivirus software, temporarily disable the software (please contact the software’s Customer Support if you’re not sure how to do this). Make some test calls using your VoIP service to see if they drop out.
     
  10. If you don’t experience VoIP call dropouts while your firewall/antivirus software is disabled, please contact the software’s Customer Support for help configuring your software settings so it won’t interfere with VoIP calls.
     
  11. If you still experience call dropouts on your VoIP service, please use an alternate phone service to call us on 13 22 58 for further assistance. If you have no 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 VoIP service has sufficient power, particularly if it is cordless and uses batteries. Only rechargeable batteries should be used in a cordless handset.
     
  2. On a computer or WiFi device that's connected to your modem, open your web browser and go to http://192.168.1.1
     
  3. Log in with the default username "admin" and default password “admin”. If you have changed these settings from the default, use your custom login details instead.
     
  4. Click Basic in the left-hand column and then select Voice.
     
  5. On the SIP Port page, make sure that all port settings are set to 5060. Click Submit if you made any changes.


     

  6. If you use any firewall or antivirus software, temporarily disable the software (please contact the software’s Customer Support if you’re not sure how to do this). Make some test calls using your VoIP service to see if they drop out.
     
  7. If you don’t experience VoIP call dropouts while your firewall/antivirus software is disabled, please contact the software’s Customer Support for help configuring your software settings so it won’t interfere with VoIP calls.
     
  8. If you still experience call dropouts on your VoIP service, please use an alternate phone service to call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.

 

Troubleshooting on Budii, Budii Lite, BoB2 or BoB Lite

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

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

  1. 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.
     
  2. On a computer or WiFi device that's connected to your modem, open your web browser and go to http://10.1.1.1
     
  3. Log in with the default password “admin”. If you have changed your modem password from the default, use your custom password instead.
     
  4. Select Set up my VoIP from the top menu bar, and then select VoIP advanced settings from the left-hand column.
     


     

  5. Ensure that Use SIP ALG option is not ticked.
     

     
  6. Make sure that VoIP SIP port is set to 5060.

     
  7. If you made any changes, click the Save settings button in the upper right-hand corner.
     
  8. If you use any firewall or antivirus software, temporarily disable the software (please contact the software’s Customer Support if you’re not sure how to do this). Make some test calls using your VoIP service to see if they drop out.
     
  9. If you don’t experience VoIP call dropouts while your firewall/antivirus software is disabled, please contact the software’s Customer Support for help configuring your software settings so it won’t interfere with VoIP calls.
     
  10. If you still experience call dropouts on your VoIP service, please use an alternate phone service to call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email support@iinet.net.au.

 

Was this article helpful?

YesNo

Can't find what you're looking for?

If you need a hand, our friendly Support Team is available 24/7. Just shoot us an email or call 13 22 58 and we'll be happy to help.

Try another search Call us on 13 22 58 Tweet us at @iinet