Keep useful checks close to hand.
Keep account credentials private. These first checks do not require a factory reset, router changes or access to another person's account.
Guide content reviewed 20 September 2026. This copy contains general guidance, not live service status.
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Before connecting a handset
- Check the exact model, approved power supply and whether the phone needs a PoE network connection.
- Confirm that the equipment belongs to you and is not locked to a previous provider.
- Use the setup details supplied for your own account. Do not copy credentials from another person's phone.
- Connect to the agreed network and follow the model-specific instructions supplied with the service.
- Confirm registration and the expected incoming-call route with the support team before declaring the handset ready.
Generic instructions are not a substitute for a verified model-specific provisioning guide. Automatic provisioning is not claimed for an untested model.
When calls are not reaching you
- Check that the phone has power and that the network connection is present.
- Look for a registration or connection warning on the display. Write down the wording without sharing passwords.
- Check whether Do Not Disturb is enabled and whether the volume is turned down.
- Check the expected opening-hours and team route with the account administrator.
- Note an example call time and whether other phones are affected, then contact support.
Do not change firewall rules, expose phone administration to the internet or disable certificate checks to make a connection work.
Before the team starts using it
Agree who can change the call flow, who checks voicemail and how holiday hours are maintained. Check the agreed greeting, incoming route and unanswered-call destination using ordinary authorised test calls.
Do not place an emergency test call. New-account outbound calling remains held until the sanctioned emergency checks pass. Keep another working phone for outgoing and emergency calls in the meantime.
Internet or power failure can prevent phone service, including emergency calls. Keep your normal-use service address current and tell support if you use the service at more than one location. Be ready to state your actual location to the emergency operator.
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Current emergency information (internet required)