Difference between revisions of "VoIP - Support"

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(What should I do if there is no connectivity/registration with VoIP)
(What are VoIP configurations/settings?)
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'''User ID''' - Your 10 digit VoIP number
'''User ID''' - Your 10 digit VoIP number
'''SIP server''' -
'''SIP server''' - sip1.exetel.com.au
'''Domain''' - or  sip1.exetel.com.au
'''Domain''' - sip1.exetel.com.au
'''SIP Port''' - 5060  
'''SIP Port''' - 5060  
Line 111: Line 111:
'''Packet Size''' - 20msec
'''Packet Size''' - 20msec
===My VOIP isn't able to register what should I do?===
===My VOIP isn't able to register what should I do?===

Revision as of 03:29, 26 August 2016

VoIP > VoIP - Support

How can I troubleshoot a VoIP issue?

Voip has several problems which are categorized, a majority of voip problems aren't due to the voip infrastructure but rather due to complex hardware or software related.

Voip services won't work correctly if the internet connection has any sort of problem, the internet must be fixed before the voip could be examined.

Voip entirely relies on the internet to function correctly.

Exetel staff could assist with the set up of VoIP devices by accessing the modem remotely, however if a different branded device that is been used (Not Netcomm or Dynalink) Exetel can only try to make an attempt. Any further problems must be followed up by the customer with configuration.

Here are instruction's for enabling remote access on a few modem:


Information on setting up VoIP on modems and the software phone can be found on the VoIP modem Setup Guides page.

You can also find a VoIP troubleshooting guide from here

What should I do if there is no connectivity/registration with VoIP

A no connectivity/registration problems is when the VoIP account cannot be authenticated into the exetel VoIP server, generally this could be due to the following:

Issue Solution
Incorrect username and password Recheck your username and password and enter it back in.
Incorrect configuration Check sip settings: sip1.exetel.com.au
Port forwarding Modem doesn't have port forwarding correctly, refer to the manual.
Faulty device Test an alternate voip devices or via the soft phone application
Firewall Disable/remove Fire wall's or Anti virus programs (Check through the modem and computer)

What are the Known Modem problems for VoIP ?

  • Billion 7400 series

Quality problems

Codec’s need to be changed and set as the following image:


As show in the image the other pirority needs to be "not used"

It should either be G.729 or G.711 U-law depending on your connection.

  • Belkin modems

Not able to receive calls

With Belkin modems they are generally locked to the iinet voip services, calls could be made but not received. This should be followed up with iinet as Exetel is unable to action any further.

  • Dynalink 1046

Calls been delayed before the voice is connected.

Dynalink delay.JPG

VOIP Configurations/Settings

What are VoIP configurations/settings?

You need to configure your VoIP service using some of this information.

User ID - Your 10 digit VoIP number

SIP server - sip1.exetel.com.au

Domain - sip1.exetel.com.au

SIP Port - 5060

Display Name - Your 10 digit VoIP number

Authorization Name - Your 10 digit VoIP number

Codec - G.729 (ADSL 1 512kbps - 1500kbps) G.711U (ADSL 1 8000kbps - ADSL 2)

Packet Size - 20msec

My VOIP isn't able to register what should I do?

If you can not register your VoIP service, check the SIP settings it should be: as well and your VoIP username and password, these details are different to the ADSL username and password.

Why can't I make calls after my VOIP has registered?

If you can't make VoIP calls after registering, it is best to run a different corded handset (Not cordless phone). If there is any firewalls with in the MODEM it is best to disable them.

If the VoIP is running through a soft phone then recheck the firewalls as it could be causing restrictions.

How do I set up VoIP for android?

To use VOIP on android, you need to have an appropriate software like SIPDriod for VOIP installed on Android and have valid Exetel VoIP account details.

Call Quality

Why do I get low call quality for my VoIP calls?

Call Quality problems with VoIP are general when the voice call is been delayed or echoed which is generally due to hardware problems or the internet not having enough bandwidth.

The following should be checked to determine the problem:

  • Incorrect codec been assigned

Solution: Please click here

  • Slow speed on the internet connection


Restrict all downloading when making calls to see if there is any improvements.

Run a speed test to see if you're getting enough bandwidth for your VoIP: www.exetel.com.au/speed

If there is a speed problem then it is best to resolve this issue first before looking into the VoIP problem.

Test with a different corded handset at the back of the modem on a different VoIP port.

If above is still causing problems the next step is to test the VoIP through xlite (softphone) and see if the same problem is able to be replicated.

I notice there are delays with VoIP calls, what could be the problem?

Delays in VoIP calls could be due to not enough bandwidth with in the Internet connection or the Internet running slowly (restrict downloads as well as any p2p applications). It is best to run a speed test and check if the Internet is having problems first.

I can hear my friend but he can't hear me on VoIP. What's the problem? (One way audio)

One way audio is when a VoIP call is able to either hear the other end without the other end hearing anything back or vice-versa.

The following should be checked to determine the problem:

  • Check firewalls have been disabled, this includes the modem firewall as well as the computer firewall.
  • If a modem with voip or a separate ATA unit is used, test with a different port on your unit. NOTE: ensure that you've removed the voip username and password from the other account before testing this.
  • Test with a different corded handset at the back of the Voip device.
  • Check if port forwarded has been enabled correctly.

No-one can call me what should I do ? (Unable to receive VoIP calls)

No one would be able to call your VoIP number when a VoIP account is registered and active through the modem but unable to receive any incoming calls.

Check the configuration if the VOIP is registered, if the VOIP is registered then test with an alternate handset as well as resetting your equipment. If the account isn't registered check the SIP settings it should be: as well as your VOIP username and password, these details are different to the ADSL username and password.


Recheck configuration - A common problem is that an actual name is entered into the *display name* or *caller name*

Caller name.JPG

Here is an example of the caller name from the dynalink modem.

The *caller name* or *display name* has to be the VoIP number.

Firewalls also could restrict any incoming calls.


Disable firewalls with in the modem and computer

Double registration could confuse where a VoIP call be coming, it is best to only have ONE VoIP account registered and not to be used at another location or harder.

Double registeration.JPG

The above is an example from dynalink, notice the below voip details need to be removed from one voip port.

Different hand sets may also make a difference, it is recommended that cordless phones aren't used.


Test with a different corded handset (cordless phones aren't recommended)

Why do all my VoIP calls cut out after 10 minutes? (Calls ending after a certain duration)

This is when VoIP calls hang up after a period of time.This could be due to the configuration with in the modem or soft phone


Every modem is different so its best to refer to the manual, below is the example of a Dynalink.

Dynalink Duration.JPG Notice the session timer

If this been the case then increase the session timer to ensure calls last longer.


Why does staff request us to test through xlite ?

We request you to test through xlite because there are generally less problems when running VOIP through the soft phone, the best way to resolve a problem if we're able to replicate.

This is to determine where the problem lies.

From where can I get additional assistance on connecting to Exetel's VoIP services?

The Exetel help forum is a good place to get assistance on connecting to Exetel's VoIP services for devices not covered in the above links or to get further assistance with 'fine tuning' your preferred device and can be found here.


Does the V210P ATA support fax transmission?

No. Fax requires a different protocol which the Netcomm V210P does not support.

Fax via IP is performed using a protocol called T38. While some softswitch’s say they support FoIP, our tests performed have proven inconclusive. Exetel have found them somewhat unreliable. By all means, feel free to try your own. We cannot, however, guarantee its effectiveness.

When I make an outgoing VoIP call I just hear one brief ringing sound, then abrupt silence.

If you hear one brief ringing sound, then abrupt silence when making an outgoing VoIP call please follow these steps.

Download the patch from the following link and update your modem firmware accordingly.


The following is the step-by-step process of applying the patch:

1. In your browser, enter the IP address of your Dynalink router. The default address is

2. Log on using your administrative user name and password. Default is admin and admin.

3. Go to Management -> Update Firmware.

4. Follow the on screen instructions . Use the Browse button to locate the file.

5. Click Update Firmware and wait for the process to complete.

This should resolve your issue. You can also check out the following thread for further details: https://forum.exetel.com.au/viewtopic.php?f=58&t=37235&start=60