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VOIP/iiTalk troubleshooting guide

Sometimes not everything goes according to plan. The following tips may help with some issues you may encounter when using VOIP or iiTalk.

General VOIP/iiTalk Troubleshooting

1. Note down any error messages
2. Confirm your settings are correct and that the VOIP/iiTalk phone number has no spaces or brackets
3. Power cycle - switch your modem/router off for 30 seconds and then back on again.
4. Unregister and re-register in the VOIP Parameter settings screen
5. Factory reset (hold a paperclip into the hole marked "Reset" on the back of your unit). Then re-enter all settings/rerun setup. Ensure that you have the current settings written down before resetting.
6. Try to register in a different state, test, then try register in the correct state again, test again.
7. Try swap between line 1 and line 2 on the back of the modem
8. Try a different handset, see if PSTN failover works (you need to plug in a phone line to the PSTN failover port and turn off the modem, then see if there is a regular dialtone)
9. Try at another location
10. Substitute hardware
11. Try running your install CD again and re-setup your modem/router
12. Call Belkin/iiNet for further assistance

ADSL connected but can't register
Make sure there isn't an old registration on the hardware by clicking on "un-register" on the Belkin units, to clear old registrations. Also change your SIP Registration Expiry setting to 120, then leave your ATA unplugged/software closed until the previous expiry time has elapsed. eg, if it was set to 3600 (seconds), you will need to wait an hour.

Alternatively, you can try logging into a different state's SIP server then logging back into your own state. Some routers may also require a firmware update.

Error messages during registration
You may encounter a range of error messages during VOIP/iiTalk registration including:

Error 401 - Modem/router is either sending no password or the wrong password when trying to register.

Error 404 - This error occurs when trying to register with a phone number or domain which is invalid. ie. trying to register with a non-10 digit number, or with number@something.that.is.not.iinetphone.iinet.net.au. Usually, when you get a 404 error, you will hear an engaged signal.

Error 604 - This is returned from the network when the number you are trying to call is invalid and does not match any dialplans. For example, trying to call a national number in the format of +61892142222 will trigger this, as we do not expect to see international numbering for domestic calling from customers.

VOIP/iiTalk is registered but not receving incoming calls

1. Make sure your handset is plugged into the correct VOIP port.
2. Make sure the handset actually works.
3. Factory reset the unit. Put your settings back into your VOIP hardware.

Can't change "state" on Belkin hardware

1. Ensure that your computer is not running programs like Zone Alarm.
2. Factory reset the unit.

With this one in particular, it is more than likely going to be an anti-virus program that will be causing the problem.

IVR dialling doesn't work (eg. my VOIP adapter is not enabling me to press 1 for support, 2 for a pizza...)
Go into the web interface for the ATA and find an option called OOB Signalling under the Advanced Settings > VOIP section. Set the value to Out-of-Band (RFC2833), and the "RFC2833 signalling using payload value" setting to 101 and this should fix the problem.

Registration Dropouts
The ATA/Software/Router registers and can make calls. About 5 mins after the registration though, the line goes silent when a call is made.

Make sure your Outbound Proxy IP is set to sip.(state - where state is your location e.g. WA).iiNet.net.au and using port 5060. Also make sure you have port 5060 on UDP unblocked from any firewall software/hardware you have.

Can't call 13 Numbers
Use another state's SIP server. Alternatively, go into the advanced setup of the Belkin ATA. Then choose VOIP > OOB Signalling and from the Send DTMF Events choose INFO(RFC2976). Apply changes, restart ATA and and try again.

Can't dial 190X numbers
At this present time, 190X numbers are not able to be called from VOIP services as these are classed as a premium service and charged at a higher rate than normal calls. Use a normal fixed line service instead.

Can't turn off MessageBank
This is not available at this time. However, if you do not want the "stutter" tone interfering with making outbound calls when messages are waiting, you can clear the tone out by typing *99 on your telephone handset.

Making a call via a normal phone (PSTN) fails
If you have a PSTN failover port on your VOIP modem, ensure you have connected the cables correctly. The problem may be caused by the presence of a test reversal signal on the line which occurs for half a second when the line is looped. This signal is used for call barring control. Please contact Telstra technical support who will remove the test signal operating on the line.