Support

Try: When in doubt, contact your service provider, but you can try rebooting your router and modem. Turn the router’s power off and unplug it for a minute. Then plug it back in, turn the power on, and wait a few moments for it to reset. If you haven’t regained your connection, or green lights don’t show up on the router, give your service provider a call. 

The TRACERT diagnostic utility can identify communication breaks on the particular router hop that is causing the problem. Contact your provider with your findings, and include screenshots if possible.

Try: Slow internet speeds are typically caused by congestion. Try using speed test websites and conduct tests from geographically remote servers. These tests can pinpoint areas of congestion on the service network, and you can report your findings when you call your service provider for help.

Try: Your router has a default DHCP (Dynamic Host Configuration Protocol) configuration. If you connect a new device, the DHCP may try to assign the new device an IP address that is already occupied. Try disabling the DHCP server on the new device to free up the network.

Try: Each number of concurrent calls requires 85 kbps of bandwidth. So, if your business wants to support 20 high-quality concurrent calls, you will need 2 Mbps of bandwidth. You may not have enough bandwidth available on your internet service. Work together with your internet provider and your SIP trunking provider to make sure your system can handle outgoing and incoming calls. You may need to upgrade your service plan.

Try: Even though your SIP trunk provider can typically move your phone numbers over in two weeks or less, you may experience a longer wait time in some instances. To speed up the process, contact your carrier and SIP trunk provider for help. You can also get a forwarding phone number to use during the porting process.

Try: If you’re missing important calls from customers and other businesses, you may not have enough SIP channels set up to support your operations. Document the number of simultaneous incoming and outgoing calls you experience during your peak hours. Report your findings to your SIP provider, and they can add or remove channels to support your operations.