VoIP Troubleshooting

International Dialing

To Dial internationally dial 0011 then the Country Code then the number you want to dial without the leading 0.

E.g. If you want to dial the number 0123456789 in England ( The UK ) you would dial 0011 then the country code 44 then you would dial 123456789, so the whole sequence looks like this: 001144123456789.

Please take note that we did intentionally drop the 0 off the front of the 0123456789 number. This must be done on international calls.

Emergency Calls

With VoIP services, calls to emergency services 000 may not work at all times – for example when the power is out or the Internet is down.
Emergency service operators are also unable to identify your physical location so you will need to inform them.
We do not recommend using VoiP as your only telephone service at home and suggest you keep another form of telephone – mobile or landline – available for calling emergency services.
Due to the nature of the Internet and other factors which are outside our control, we cannot provide faultless emergency call services.

Service Problems

Problems with Quality?

Make sure the device is setup and configured with the recommended settings, otherwise you can have quality problems with the service.
The main causes of the quality problem is the quality of the link and if sufficient bandwidth is available on the link to carry the VoIP traffic.
To test whether there is enough bandwidth on the link simply just unplug each LAN device on the network and attempt to make an outgoing call via VoIP.
Once you have confirm there is sufficient bandwidth you will need to run a ping test to the SIP server (sip.onthenet.com.au) to ensure there is not problems on the link like high latency or packet loss.

How much bandwidth in megabytes does VoIP use?

VoIP surprisingly uses very little Bandwidth in Megabytes of your download quota.
An average call with VoIP uses approximately 2 MB ( 4 minute call ).
Therefore, with common Internet Service Providers you won’t have to worry about going over your limits while using VoIP with OntheNet.

It is recommended 512/128 or higher connections for a nice clear VoIP call.
Although VoIP will work on speeds as low as 256/64, we can’t guarantee clear calling at these low speeds.
You can check with our OntheNet Speed Test.

High internet usage on your personal computer while talking on your phone may impact your calls. Do not send email or upload any files while on the phone.

If you’re unable to make calls or don’t have a dial tone:

  • Power off your modem, router and VoIP adaptor for 2 minutes. After 2 minutes, power on your devices in sequence starting with the modem, then the router, then the VoIP Adaptor
  • Plug your VoIP Adaptor to a different telephone handset – if dial tone appears, your original handset was faulty.
  • Check your Internet connection is valid: Go to www.onthenet.com.au on a device connected to your VoIP’s internet source. If you can’t access our website, and we provide Internet to you, please contact us. Otherwise, contact your Internet Service Provider (ISP).
  • Double check all devices are connected correctly.

If you’re unable to receive calls:

  • Make sure you have the telephone handset connected into the correct phone port.
  • Double check all devices are connected correctly.
  • Power off your modem, router and VoIP adaptor for 2 minutes. After 2 minutes, power on your devices in sequence starting with the modem, then the router, then the VoIP Adaptor.