Troubleshooting – Network (LAN) Issues

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1) Check the wiring connections and Power Cycle your router.

Check all wiring equipment. Ensure all hardware is plugged in correctly. On the ISP Modem the ports can say either LAN or Ethernet and on the phone side the ports can say LAN or Internet. See pictures below:

Unplug all power cords and leave them out for 10 seconds and then plug them back in and wait for all the lights to turn back on. This will give your router and networking equipment a fresh start and clear any basic issues they may be experiencing.

 

2) Ensure your phone got an IP Address

An IP Address allows your phone to navigate using your network at home, they are numbers separate by dots for example “192.168.0.50” or “10.0.0.189”. If your phone doesn’t have an IP Address you will see error message on your phone screen like “initializing network” or “network failure”.  Here are some paths to check if you phone have one:

Polycom: Setting > Status > Network > TCP/IP Parameters > IP: X.X.X.X

Cisco: Settings > Status > Network Status > IPv4 Status > IP: X.X.X.X

Yealink: OK Button > IP: X.X.X.X

In case you have separate VLAN segments for phones and computers, check if your phones are getting an IP address on the right VLAN where your phones have to go.

 

3) Ensure you have a router configured for VoIP prioritization (“Quality of Service” or QoS)

Google “[Your Router Brand and Model] VoIP configure QoS Settings” and should find a step-by-step tutorial to configure your router.

 

4) Upgrade your router

If reconfiguring your router settings doesn’t work, and you’re still experiencing router issues, you may need a new router. Make sure QoS feature is available. For recommendations contact our support team.

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