How to Troubleshoot Packet8 VoIP

Your initial setup for Packet8 VoIP may have been smooth, but like with every other system, problems may occur later. You do not require special troubleshooting software or tools for Packet8 VoIP. Here are a few simple steps that would work in a majority of the cases.

Difficulty: Moderately Easy

Instructions

1. Learn more about troubleshooting Packet8 VoIP on the official company Web site, www.packet8.net. Valuable information on troubleshooting is available for every user at www.packet8.net/support/faqs/

2. Understand the most common problems. If you can’t get a dial tone on your phone, check the power light. The light should be on and WAN light visible after 10 seconds of startup. Next, check the cables. Make sure they are secure and well connected. Finally, check the connection of the router and the Packet8 device. This procedure should see you through any dial tone problems at all times.

3. Dismantle the setup and redo connections if the problem persists. Unplug the power and wait for 30 seconds. Redo connections and power up your system. If you are using a home router then try to disable SPI (Stateful Packet Inspection) on your router. Put your Packet8 device on DMZ (Demilitarized Zone) on the router/firewall. Configure the DMZ by dialing *0120003 to obtain the IP address. Contact the manufacturer if the problem persists.

4. Troubleshoot the problems of audio quality, dropped calls or any other call latency by checking the current system use. Stop running programs that deteriorate or affect your phone call quality. Do the following: Check programs running on your computer. Do you have a Peer-to-Peer file sharing software installed (kazaa, napster and so on)? Stop this application immediately.

5. Stop all streaming video playing on the computer using internet.

6. Unplug all the connections except the Packet8 device and try to make few test calls.

7. Upgrade your router’s firmware to the latest available version. Contact your manufacturer if you still have problems.

8. Replace your existing telephone with the packet8 adapter. Poor handset quality also results in bad voice experience.

9. Learn how to troubleshoot problems with incoming calls. If you do not hear a ring make sure your Packet8 service is active. Visit your account page on the Packet8 Web site. Alternately you can also check your email to retrieve your activation code and check the status of your service.

Tips & Warnings

• Keep all the connections and cables free from dust with regular cleaning. This will keep most of the troubleshooting issues at bay.
• Learn other obstructions coming within the range of your VoIP service. This can be an existing wireless network in the neighborhood, or existing cordless or mobile phone disturbing the voice quality on your VoIP connection.
• Keep a troubleshooting manual handy at all times.
• Talk to the customer care for technical queries if none of the above works.

[sighup9]

on 7/23/2007 Thanks for the tips. Another bit of information for those who want to setup the Packet8 ATA behind a firewall. Packet8 recommends: The following ports are needed for incoming and outgoing Internet communications from and to Packet8 devices and servers. RTP (Voice) Traffic: Ports 8000-65534 UDP and Ports 8880 TCP. When a call is made, a random port between 10000 and 20000 is used for RTP (Voice) traffic.

(see http://www.packet8.com/support/residential_center/faqs.aspx?docid=710099)

Additionally, I found that the ATA tries to communicate via other TCP and UDP ports as follows: TCP source 30000-65535 dest 8880-8889 and UDP source 1024-2000 dest 3000-4000