Troubleshooting Netphone (VoIP) for Call dropouts
- Ensure all handset cables are undamaged and plugged in securely.
- Ensure your handset has power. Wireless handsets in particular may require charging or new batteries.
Note: When calling on a wireless handset, ensure you remain in range of the base station while making a call. Range varies from handset to handset; check the manufacturer's website for your handset's technical specifications.
- If you suspect your handset is faulty due to age and/or wear and tear, we recommend obtaining another handset for troubleshooting.
- Ensure that your internet connection is not dropping out at the same time as your Netphone calls by attempting to view a website. Netphone requires working internet to operate. You should always troubleshoot internet services before Netphone.
- Temporarily disable any firewall, antivirus or anti-malware software and make a test call. If the dropouts stop while the software is disabled, your firewall or antivirus may be blocking the internet traffic for your Netphone calls.
Note: Please contact your security software’s Customer Support if you're not sure how to temporarily disable the software, or you need help changing the software settings to allow Netphone (VoIP) calls.
- If a fault needs to be lodged for your service, we'll need the date, time, and number dialed for at least 3 calls that dropped out. Please make notes for easy reference, e.g:
- 27/4/2022 - 7:30PM - 9400 1234
- 28/4/2022 - 8:30AM - 9400 5678
- 28/4/2022 - 10:00AM - 9300 1234
- Call us on 13 22 58 for further assistance. If you have no access to a working phone service, please email email@example.com.