If you have any issues with your ONSIM Voip line, please follow the appropriate steps in the table below, if these initial troubleshooting steps do not solve your issue or if the issue you are having is not listed, please contact our support team by emailing support@desk-phone.com with the following information:
- ISSUE - Details of the issue you are experiencing, please give as much detail as possible as this will help our technicians to identify and resolve the issue as quickly as possible (simply saying 'it's not working' will not help to narrow down the problem).
- EXTENSION/S EFFECTED - Details of which of your extension/extensions are effected. You can confirm either the extension number(s) or the direct dial(s).
- CALL EXAMPLE (INBOUND/OUTBOUND/BOTH) - A call example to include - time & date of call, number dialled/call was made from. If both inbound and outbound calls are effected, please provide a call example for both. Please note that even if you are not able to actually make/receive calls we still need these test calls to be made as our technicians will be able to identify them in the call logs to see where they are failing.
If you can also confirm in the email that you have already followed the steps in the troubleshooting guide that would assist to speed up the investigation.
| Problem | Check/Try the following |
|---|---|
| Unable to make/receive calls |
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| Unclear/Crackly line |
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| Phone not ringing when call comes in (but can see that the call is coming through to the phone on the handset screen) |
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| Phone screen not on/not working |
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| 'Invalid Account' Error appearing |
This usually suggests that the handset is not getting an internet connection. Please check/try the following:
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