Troubleshooting Registration Issues

Your IP phone may lose registration with our servers for several reasons. Here are some common reasons why your IP phone may not hold registration and fixes for when your IP phone loses registration.

To check your registration status, go to the Diagnostics page in Metis.

If you're still experiencing issues after following this guide, you can talk to our support team via the online chat widget in the bottom right, or email us at voip@pack-net.co.uk or call 01616602350 opt 1.

Check phone configuration details

Check your configuration details are correct by going to the Extensions page in Metis. You will find your username, password and registration server.

Check that the details are correct on your phone by logging into its web interface and going to the Account or Identity section.

In the web interface, check that the SIP port set for our server is 5060 and the transport type is UDP.

Use Metis provisioning

If you use a Snom or Yealink device, please add it to your Hardware page.

Phones in Hardware will be provisioned automatically with our recommended settings and configuration details.

Other device manufacturers like Gigaset, Cisco, and Fanvil can be provisioned after talking to our support team.

Update your device's SIP port

Updating your device's local SIP port will force it to try and reconnect to our servers over a different path. It's recommended that all phones have a unique SIP port.

For Snom phones, the setting is found in its web interface -> Advanced -> SIP/RTP -> Network Identity (port).

For Yealinks, it's found in the web interface -> Settings -> SIP -> Local SIP port.

Reboot equipment

Where possible, you should reboot all of these devices before contacting the support desk:

• IP Phones
• PC and softphone application
• Switches
• Firewall
• Router

Check internet connection

Unless you're using a softphone app on mobile data, your device needs an active broadband connection to operate. From time to time, broadband can go down due to faulty equipment, lines, exchanges and faults on the ISP's network.

Add Static DNS

On the device itself you can sometimes add a static DNS setting to make sure that the device can look up our servers. We'd suggest using Google so 8.8.8.8 and 8.8.4.4

Check your Packnet broadband status

To check your broadband status in Metis, go to Reports -> Broadband -> Orders.

Click the View button beside your service, and its current status will be shown under Connection Details -> Connection Status.

Check router configuration

Disable SIP ALG

Check your router's manual for instructions on how to turn off the SIP ALG feature. It is usually found in the Firewall settings or ALG (Application Layer Gateway) settings.

Check firewall settings

We have an article covering our recommended firewall settings here: https://help.pack-net.co.uk/article/25-troubleshooting-call-quality-issues

Please make sure your router's firewall is not blocking SIP Traffic (port 5060) or communication with your registration server. You may want to add a rule that allows all traffic between your router and our VoIP platform.

Check our status page

You can check if our servers are having issues by navigating to our status page here: https://status.pack-net.co.uk/

Any major incident or outage and its impact on our service will be recorded here.