Before contacting support, please perform the initial checks listed in the table below. Most issues can be resolved with a simple restart or cable check.
Common Issues & Solutions
| Problem | Check / Try the Following |
|---|---|
| Unable to make/receive calls |
• Check that all cables are firmly plugged into the correct ports.
• Verify your internet is working on other devices. If your internet is down, contact your ISP.
• Restart your router and then Restart your handset. |
| Line is unclear or crackly |
• Ensure the handset curly cord and Ethernet cables are secure.
• This is often caused by "latency" or "jitter" on your internet. Run a speed test and contact your ISP if speeds are low. |
| Phone doesn't ring (But the screen shows a call) |
• Ensure the "Do Not Disturb" (DND) mode is not active.
• Check that the ringer volume hasn't been turned down to zero. |
| Phone screen is blank |
• Check the power adapter is plugged in.
• If using PoE (Power over Ethernet), ensure the network switch is powered on. |
| "Invalid Account" error |
• This usually means the phone has lost its internet connection.
• Check all cables, restart your router, and then restart the handset. |
📩 How to Contact Support
If the steps above did not resolve the issue, please email support@onsim.uk. To help our technicians fix the issue quickly, you must include the following details:
Detailed Description: Please provide specific details. (e.g., "Calls drop after 30 seconds" is much more helpful than "It's not working").
Affected Extensions: List the specific extension numbers or Direct Dial (DDI) numbers experiencing the problem.
-
Recent Call Examples: Provide at least one example from the last 24 hours including:
The Date and Time of the call.
The Direction (Inbound or Outbound).
The Phone Numbers involved (The number dialed and the number calling).
Note: Even if the call failed to connect, we need the exact time you attempted it so we can find it in our logs.
Pro Tip: Please confirm in your email that you have already completed the troubleshooting steps above. This prevents us from asking you to "restart your router" again and speeds up the investigation!