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Troubleshooting Netphone (VoIP) for Cannot call certain numbers

This article will guide you through the troubleshooting for being unable to call certain types of phone numbers on an iiNet Netphone (VoIP) service.

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

Symptoms

  • You can successfully make and receive calls, but you cannot make calls to specific types of numbers (e.g. 13/1300 numbers).
     

Things to check first

Potential cause
Try this:
Billing or service suspension Log in to Toolbox to check if there are any alerts for service suspensions for your VoIP service.
The number is a premium number It is not possible to call premium numbers (e.g. those beginning with 19/1900/1902) using any of our VoIP services, including Netphone. You must use an alternate phone service such as a mobile or landline.

 

Troubleshooting Can’t call certain international numbers

  1. iiNet Netphone (VoIP) services have certain high risk international numbers blocked by default. The numbers blocked are destinations commonly called repeatedly (usually by automation) to rack up huge bills as a part of toll fraud if a VoIP account is compromised.
     
  2. If you need to make calls to a high risk country, please call us on 13 22 58 to request that high risk numbers be unblocked for your VoIP service.
     
  3. A list of high risk countries is available at High Risk Call Blocking explained.

 

Troubelshooting Can’t call 13/1300 numbers

The following instructions should work for iiNet VoIP modems. If you purchased a VoIP modem elsewhere, please visit the manufacturer's website for support information on how to access and change the VoIP Settings.

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. Select Telephony from the dashboard.
     
  4. On the Global page, underneath "SIP Network", click the Edit button to the right of the existing SIP Network entry.


     

  5. For Primary Registrar and Primary ProxyPort, enter a SIP server for a different state (one you are not in - a full list of SIP servers is available here) and click the Tick button to save.
     

     
  6. If you still can't call 13/1300 numbers, please use an alternate phone service to call us on 13 22 58 for further assistance. If you don't have access to a working phone service, please email support@iinet.net.au.

 

iiNet VDSL Home Gateway (Huawei HG658)

  1. On a computer or WiFi device that's connected to your modem, open your web browser go to http://192.168.1.1
     
  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. Click Basic in the left-hand column and then select Voice.
     
  4. In the existing entry on the SIP Servers page, change both Proxy server address and Registration server address to a SIP server for a different state (one you are not in - a full list of SIP servers is available here).
     

     
  5. Please note that Secondary server registration should be enabled - if this server address is now the same as your primary server address, you'll need to changed the secondary one to something different too.
     
  6. Click Submit to save your changes.
     
  7. If you still can't call 13/1300 numbers, please use an alternate phone service to call us on 13 22 58 for further assistance. If you don't have access to a working phone service, please email support@iinet.net.au.

 

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. In advanced view, select VoIP Settings > Configurations > Service domain from the top menu bar.
     
  5. Change both Registrar/Proxy server and Outbound proxy to a SIP server for a different state (one you are not in - a full list of SIP servers is available here) and then click Save.
     

     
  6. If you still can't call 13/1300 numbers, please use an alternate phone service to call us on 13 22 58 for further assistance. If you don't have access to a working phone service, please email support@iinet.net.au.

 

iiNet Budii Lite, Budii, BoB2, BoB Lite or BoB

These intructions should work for a a Budii Lite, Budii, BoB2, BoB Lite or BoB modem. A screenshot has been taken using a Budii as an example.

  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. Scroll down to the VoIP settings on the Wizard page.
     
  4. Select a different state (one you are not in) from the Select the state you are in drop-down menu.


     

  5. Click Save Settings to finish, and then attempt to make a call to a 13/1300 number.
     
  6. If you still can't call 13/1300 numbers, please use an alternate phone service to call us 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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