Help

Problems with the making and receiving calls when using VoIP are often caused by local network issues. This could be caused by your router, peak internet times or incorrect setup. (We recommend you use a Cable/DSL connection at all times as we cannot guarantee service via a 3G or similar connection). However, with very little effort these problems can be quickly resolved. If you use a router and/or a firewall, you can adjust the your configuration a little so that you can use sipgate without any problems.

Common errors which can be caused by a router and/or firewall include:

• Your device does not register itself at sipgate (status "offline") or loses the registration after some time again.
• The phone rings but when you answer,  you cannot hear anyone talking.
• Even though you've hung up the call, the phone continues to ring.
• You cannot be reached from external phones.
• You dial a phone number, but cannot hear it ringing.
• As soon as someone picks up the receiver, you cannot hear anyone talking.
• The call is disconnected after 6-12 seconds.

It is not always possible to replicate these router/firewall issues on demand and sometimes may only show up after a few hours or days.

In some cases, carrying out a firmware update on your router should clear up the problem. Please refer to your routers user manual or contact the manufacturer regarding this.

If that hasn't helped the issue, try allocating a STUN server to your phone or VoIP adaptor configuration. We recommend to use: stun.sipgate.net (through port 3478).

Port forwarding:
If you still seem to be experiencing problems, you could give port forwarding a try. You should first of all configure your VoIP device to use a static IP address and then activate port forwarding for the following ports on your router/firewall to the IP address of your device.

Standard:

• Port: 5060 / UDP (SIP)
• Port: 5004 / UDP (RTP)
• Port: 3478 UDP (STUN)
  

The standard local SIP and RTP ports used by VoIP devices are 5060 and 5004 respectively. However, if your device uses other local ports (e.g. 5160), these ports will need to be forwarded instead. Please refer to your devices user manual or contact the manufacturer for more specific information about the ports used by your device.

After having forwarded the ports as indicated and errors still occur, you should additionally delete the STUN server from the configuration of your SIP device.

If connecting multiple devices or multiple SIP accounts behind the same router (regardless of whether they are from different providers or not), please ensure that each SIP account is using a different port for SIP and RTP traffic. Each SIP account should use a successive port like: 5060, 5160, 5260, etc. (and the same goes for RTP - 5004, 5104, 5204 etc). Also, when doing this,  please ensure that each used port is forwarded to correct IP address  (the one of the device that uses that particular port) in your router settings.

If your router supports UPnP (Universal plug-and-play), it might be helpful to turn this option on or off as a last step.

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