Incoming calls not ringing

[93Corvette]

Why is it that no one make instructions for the basic public (non computer geeks)? Attached are the instruction that are given when you order your Voipo. Now, why doesn't people write these so their Mom, Dad, or Grandparents can do it? These instruction make it look like everyone could write a script.

The problem I'm having: I do not receive ringing for incoming calls. According to this troubleshooting guide, it says I need to do these steps. Although it doesn't say, I'm assuming that I need to log into my Voipo box to set a IP address. However I don't know how. I am using Windows 7.

What I need is a step by step instructions that tells me how. Something like:
1. Open Windows Start menu.
2. Open Control Panel.
3. etc.......

Can anyone help?

http://i44.tinypic.com/9q8k1s.jpg

[caseydoug]

The reason they can't give generic instructions is that they are asking you to modify the configuration of your router (among other things). A customer might use any one of dozens of different routers, each of which would need different instructions to modify its configuration. They expressly tell you to work with customer support on this, since that is the most efficient way to tailor the instructions to your particular situation.

[Russell]

Also, if you have a certain level of technical expertise the instructions make sense; if not, it's probably best to get support to help.

[dteague]

One of the things I (and support) found out is if you have specialized rings on the Grandstream, one of them (5 maybe) is silent, and does not ring the phone. I just had swapped out my Linksys because of repeated problems, and this ring is what I used for my wife and my cellphone so my kids would know it was "safe" to pick up the call.

When I was testing with the new TA, it would never ring. Took support quite a while to figure out the issue.

Don't know that this is your issue, just throwing it out there.

[93Corvette]

I actually called support yesterday (Friday) for help. However, I was at work so I could do anything except for what he said, which was:
1. Plug the DSL modem into the Wan side of the Voipo.
2. Plug the Lan side of the Voipo into the Router.

The guy told me to call the 1-877-VOIPo number today )Saturday), and someone might be there. I did, but no ones there. So I bet I have to wait until Monday.

Lastly, per the:
"A customer might use any one of dozens of different routers, each of which would need different instructions to modify its configuration. They expressly tell you to work with customer support on this, since that is the most efficient way to tailor the instructions to your particular situation."

What doesn't make sense to me is why would they even add the instructions inside the box if they truly don't want you to do it?

My thought is this: "A journey of a thousand miles begins with a single step". If someone else that "might" have the same router as me comes to this forum and sees what I did to correct my problem, maybe that person wouldn't have to go a weekend with out there phone. By this I'm saying, as you correct peoples problems, then add them to the list. If it works, it works. If it doesn't, it doesn't. I think of this whole process like programming a TV remote control. There are thousand of brands of TV's, but most of the basic step remain the same (in fact, most of the steps are exactly the same). Of course, I'm not a computer nerd, so I'm not sure if that analogy is correct.

[Russell]

I actually called support yesterday (Friday) for help. However, I was at work so I could do anything except for what he said, which was:
1. Plug the DSL modem into the Wan side of the Voipo.
2. Plug the Lan side of the Voipo into the Router.



Yes, that's the first thing to try - plug the VOIPo device into your modem and see if all is well. I'd just try step 1 and see if you can make and receive calls after. Of course, after you do step 1, you'd first turn on the power to the modem and then the VOIPo device (once the modem is up and running). I would not even worry about step 2 while testing out phone service.

[lost_]

I actually called support yesterday (Friday) for help. However, I was at work so I could do anything except for what he said, which was:
1. Plug the DSL modem into the Wan side of the Voipo.
2. Plug the Lan side of the Voipo into the Router.


If your VOIPo adapter is already in front of the router (above configuration: modem -> VOIPo WAN; VOIPo LAN -> Your Router/PC), then there would be no need to open any ports on your router.

I think you're not getting the help from the forum by beginning with others things about the lack of instructions from VOIPo. However, if you just ask the questions, members would try to help when VOIPo support can't. Not defending VOIPo, but just about every provider do the same wrt to customer router configuration: none. That said, I have had successes with support ticket even over weekends.

[caseydoug]

What doesn't make sense to me is why would they even add the instructions inside the box if they truly don't want you to do it?
The printed instructions on that sheet refer to opening ports on your router, not on the VOIPo adapter. Many people have their adapter behind their router, and it often helps to open ports on the router so that traffic can reach the adapter. If that's something you don't know how to do, you need to let a support rep help you.

I agree, however, that if you are putting the adapter in front of your router (I couldn't really make out the diagram), the instruction to forward ports doesn't apply.

[93Corvette]

I think you're not getting the help from the forum by beginning with others things about the lack of instructions from VOIPo. However, if you just ask the questions, members would try to help when VOIPo support can't. Not defending VOIPo, but just about every provider do the same wrt to customer router configuration: none. That said, I have had successes with support ticket even over weekends.


Sorry about coming across as digruntled person. I'm not angry at Voipo at all. I know they are just starting out and do not have 24x7 coverage yet. With everything new, things need to be worked to get the bugs out. I am totally for making instructions as simple as possible. I was just pointing that out that I truly think the instructions could be better.



The printed instructions on that sheet refer to opening ports on your router, not on the VOIPo adapter. Many people have their adapter behind their router, and it often helps to open ports on the router so that traffic can reach the adapter. If that's something you don't know how to do, you need to let a support rep help you.

I agree, however, that if you are putting the adapter in front of your router (I couldn't really make out the diagram), the instruction to forward ports doesn't apply.


This is a drawing I did for my current layout. As you can see, my telephone is connect into the Voipo box. It's not connected to either the Modem or Router. So if "the instruction to forward ports doesn't apply", then is my Voipo box faulty? Here's the drawing:

http://i40.tinypic.com/1pz2uw.jpg

[caseydoug]

"Forwarding ports" means setting up a router so that packets sent from the internet to your IP address at any of the forwarded ports will reach your VOIPo adapter, assuming that your router is between the internet and your VOIPo adapter. If you don't have a router between the internet and your VOIPo adapter, there is nothing to forward.

If I'm not mistaken, all three of the devices in your diagram can serve as routers. You don't need to forward any ports on the router portion of your VOIPo adapter, because it knows what to do with the SIP packets when it receives them. You don't need to forward any ports on your WRTU54, because it is not between the internet and your VOIPo adapter. However, if your Actiontec DSL modem is set up as a router (as well as a DSL modem), and if it is performing Network Address Translation (NAT) for multiple devices on your network, then you may need to forward ports, because packets may not be getting to their proper destination.

However, there are many variables. How is the Actiontec set up? Is it in bridge mode? Does it perform the PPPoE login? Does it handle DHCP? These are things that a support rep can walk you through in order to figure the right way to set it up.

If you don't get someone over the weekend, you might just try connecting the WAN port of the VOIPo adapter to one of the LAN ports of the WRTU54 to see what happens.

[Russell]

Here's the drawing:

http://i40.tinypic.com/1pz2uw.jpg

Can you clarify what you mean by to home Telephone. Are you connecting it to your house wiring? If yes, was your previous provider also voip and have you done this before. Just want to be sure if your previous provider was a local landline company, you've disconnected the phone company wiring from your house wiring at your NI box.

[93Corvette]

If you don't get someone over the weekend, you might just try connecting the WAN port of the VOIPo adapter to one of the LAN ports of the WRTU54 to see what happens.
I orginally had it on the WRTU54 port (#3), but it didn't work. When I called up Voipo on Friday they suggested that I move the Voipo box and put it in between the modem and router. I have had it in this configuation since.



Can you clarify what you mean by to home Telephone. Are you connecting it to your house wiring? If yes, was your previous provider also voip and have you done this before. Just want to be sure if your previous provider was a local landline company, you've disconnected the phone company wiring from your house wiring at your NI box.

My previous provider was T-Mobile and it provided Voip. It used a sims card in the Linksys WRTU54-TM to set the phone line. The only reason I switched from T-Mobile is that I needed another cell phone, and they consider the "T-Mobile @ home" on of the 5 max phones I can have.

I am using my house wiring, and it has been severed from the main box on the house from the inhouse wiring. (ie there is no connection from the outside of the house to the inside). I have used a local land line (orginal type telephone connections) in 5 years. It's all Voip.

Thanks again for all the help that you guys are providing...

[93Corvette]

The Answer:

This is so simple....
Viopo assigns a temporary phone number when you get their service (example 562-123-4567). My orginal (T-mobile Voip) service has my local number (example 303-987-6543).

So, after talking to the Voipo guy this weekend, I put my Voipo between my Modem and Router (as my drawing showed previously). The Voipo guy said this works 100% of the time.

So what was the problem? It was weird. The outgoing calls on Voipo worked prefectly. When I called my cell phone is showed that I had been ported over since it displayed my orignal phone number 303-987-6543. But this wasn't the case.

What it was actually doing is my phone wasn't actually ported yet. I was actually using my new Voipo with the temporary phone number 562-123-4567. But why did it display the orginal phone number (303-987-6543) when I dialed anyone? The Voipo people can program the software to display anything they want. They can make my phone display 999-999-9999 if they wanted it to. If they did this, all people I call would see my phone number as 999-999-9999 even though I am truly using their temporary phone number of 562-123-4567. It's just giving you the feeling that you are on your orginal phone and that the phone has been ported over, when it hasn't.

So, if anyone has this problem, and your phone doesn't ring. Try dialing the temporary number Voipo assigned. If it rings now, then you are using the temporary number, and you phone hasn't been ported yet. Don't beleive the false feeling you get when seeing you orginal number 303-987-6543 displays on peoples telephones. This number is just a display number that is programmed in.

To solve this problem, call your orginal provider and have them forward all calls from your orignal phone 303-987-6543 to the temporary Voipo number 562-123-4567. When the number finally gets ported, it will be invisible, and you will never know it happened. Since it is this way, you will need to call your orginal provider to ensure your number has been ported prior to cancelling their service.

Note: Remember, when you pick-up your phone you are using the new Voipo. So you will have to either plug your phone back into your orginal providers box to set up call forwarding (to activate *72562123-4567) or you will have to call your service provider to forward it for you. Either way, you will never know your on the new Voipo once you put the forward in place since you won't know which service you are actually using. You will need to call Voipo or the orignal provider to see which service you are using.

Hope this make sense. I hope this helps someone else.

[ctaranto]

One way to check to see if the number has been ported:

Go to the VOIPo vPanel and look at call history. Incoming calls will show your temporary number before the the port, and your ported number after the port.

-Craig

[93Corvette]

One way to check to see if the number has been ported:

Go to the VOIPo vPanel and look at call history. Incoming calls will show your temporary number before the the port, and your ported number after the port.

-Craig

Just to help people, to get to vPanel goto https://secure.voipo.com

[Russell]

The Answer:

This is so simple....
Viopo assigns a temporary phone number when you get their service (example 562-123-4567). My orginal (T-mobile Voip) service has my local number (example 303-987-6543).

[nice explanation snipped]

Hope this make sense. I hope this helps someone else.

Excellent information for the newbie (someone who has never experienced voip before or has had voip before but has made no attempt to understand the porting / call forwarding / caller-id spoofing process ) :-).

[chpalmer]

One thing I see- Your Actiontec itself is also a router. Not sure if anyone mentioned that or not. Unless its in bridge mode (and it would not be by default) it itself is also providing NAT. I didn't see any reference to this in the above posts but may have just missed it...

Unfortunately it is not a very good router. Although that model worked well with voip in general for us. If you do to much port forwarding with them they tend to lock up and have other issues.

Just so your aware.

Its lan address by default is 192.168.0.1 ( http://192.168.0.1 ) .

Fact is that it is very difficult now a days to find a dsl modem without a built in router. Although most can be put in bridge mode but then your first device behind it has to provide a pppoe, pppoa login or be correctly configured for any static address you may have with your ISP.

[93Corvette]

Being a newbie to all this stuff, I truly don't know what your saying. I beleive what your saying is I need to call Voipo and have them walk me through how to make the Actiontec into a Bridge mode? Correct?

Then it scares me about "Although most can be put in bridge mode but then your first device behind it has to provide a pppoe, pppoa login or be correctly configured for any static address you may have with your ISP".

So, do I not mess with something that appears to be working? or do I have them explain how to fix this?

You guys are the experts.... I'm just a consumer that doesn't know this subject....Tell me how you think I should proceed...

[VOIPoTim]

Being a newbie to all this stuff, I truly don't know what your saying. I beleive what your saying is I need to call Voipo and have them walk me through how to make the Actiontec into a Bridge mode? Correct?

Then it scares me about "Although most can be put in bridge mode but then your first device behind it has to provide a pppoe, pppoa login or be correctly configured for any static address you may have with your ISP".

So, do I not mess with something that appears to be working? or do I have them explain how to fix this?

You guys are the experts.... I'm just a consumer that doesn't know this subject....Tell me how you think I should proceed...

Don't worry...just contact support and they'll be able to help you.