Home Phone Support

Are you installing the phone adapter for the first time? If so, please click here.

What you should do:

1. Check that you have internet service (must be same Internet connection where you have your G3 home phone service). Try to open up a web browser on your computer and type in a valid web URL.
   
   Can you now access it online?
   1. No, I can't access the Internet - The outage could be a problem with your ISP. Check your connection or call your Internet service provider.
   2. Yes, I can ccess the Internet - Proceed to step 2.
2. Check to see if your Internet and phone are plugged correctly into the LinkSys Adapter. Make sure the phone is plugged into the Phone 1 port, NOT Phone 2 port.
   
   
3. Restart your G3 adapter and equipment which includes your modem and router.
   1. Disconnect power by shutting off your computer, Linksys Adapter, existing router (if applicable), and DSL/cable modem.
   2. Wait 1 minute then turn the devices back on one at a time (in this order): DSL/cable modem, existing router, Linksys Adapter, and computer.
4. Repeat the steps of our installation guide in the exact same order. See installation guide.
   
   Did this solve your problem?
   1. No, I still don't have a dial tone - Proceed to step 5.
   2. Yes, I can now hear a dial tone.
5. Verify the adapter is working properly.
   1. Dial **** from the phone plugged into the Phone 1 port.
   2. After you hear the menu prompt, enter option 110#. This should prompt a numerical value. If the given IP address value is 0.0.0.0, then the adapter is disconnected from the internet.
   3. Check if the adapter is getting power from the power source. You should see at least two solid green lights on. If not, the adapter may be defective.

Are you installing the phone adapter for the first time? If so, please click here.

What you should do:

• Make sure you are dialing the correct sequence. For example: 1-xxx-xxx-xxxx (11 digits total) for North American calls; or 011-xxxxxxxx... for international calls.
• Check that you have internet service (must be same Internet connection where you have your G3 home phone service). Try to open up a web browser on your computer and type in a valid web URL.
  
  Can you now access it online?
  1. No, I can't access the Internet - The outage could be a problem with your ISP. Check your connection or call your Internet service provider.
  2. Yes, I can access the Internet - Proceed to step 2.
• Check to see if your Internet and phone are plugged correctly into the LinkSys Adapter.
  
• Restart your G3 adapter and equipment which includes your modem and router.
  1. Disconnect power by shutting off your computer, Linksys Adapter, existing router (if applicable), and DSL/cable modem.
  2. Wait 1 minute then turn the devices back on one at a time (in this order): DSL/cable modem, existing router, Linksys Adapter, and computer.
• Repeat the steps of our installation guide in the exact same order. See installation guide.

What you should do:

If you cannot make/receive calls, you are probably behind firewall. Your router's firewall (also known as NAT) is blocking certain VoIP operations.

1. Restart your G3 adapter and equipment which includes your modem and router.
   1. Disconnect power by shutting off your computer, Linksys Adapter, existing router (if applicable), and DSL/cable modem.
   2. Wait 1 minute then turn the devices back on one at a time (in this order): DSL/cable modem, existing router, Linksys Adapter, and computer.
   
   Did this solve the problem?
   1. No, I still can't make outgoing calls. Proceed to step 2.
   2. Yes, I can now make outging calls.
2. Disable SIP Application Layer Gateway (SIP ALG), if applicable.
3. Disable your firewall briefly (turn it off completely). Reboot your router and VoIP device and check if you can make/receive calls.
4. Enable the DMZ option on your router which will open the firewall for one specific host.
5. Disable DMZ and try forwarding only VoIP ports on the router to your VoIP device. The ports needed for VoIP (*) port 5000-5500 for UDP and TCP,(*) port 10000-20000 for UDP.

What you should do:

If you cannot make/receive calls, you are probably behind firewall. Your router's firewall (also known as NAT) is blocking certain VoIP operations.

1. Restart your G3 adapter and equipment which includes your modem and router.
   1. Disconnect power by shutting off your computer, Linksys Adapter, existing router (if applicable), and DSL/cable modem.
   2. Wait 1 minute then turn the devices back on one at a time (in this order): DSL/cable modem, existing router, Linksys Adapter, and computer.
   
   Did this solve the problem?
   1. No, I still can't receive incoming calls. Proceed to step 2.
   2. Yes, I can now receive incoming calls.
2. Disable SIP Application Layer Gateway (SIP ALG), if applicable.
3. Disable your firewall briefly (turn it off completely). Reboot your router and VoIP device and check if you can make/receive calls.
4. Enable the DMZ option on your router which will open the firewall for one specific host.
5. Disable DMZ and try forwarding only VoIP ports on the router to your VoIP device. The ports needed for VoIP (*) port 5000-5500 for UDP and TCP,(*) port 10000-20000 for UDP.

This might be caused by congestion on the Internet. If access to normal web sites is slow, or you are in the process of downloading/uploading a large file, this is the most likely cause.

• Turn off file-sharing applications such as Kazaa, BitTorrent, FTP Client/Server, IRC File Servers.
• If this disconnection occurs during a long distance communication, try making local calls to see if disconnection will occur.
• Make sure yor Internet connection is still working when you are disconnected. If it is your Internet connection that is ending your calls, please contact your Internet provider.

What you should do:

1. Restart your G3 adapter and equipment which includes your modem and router.
   1. Disconnect power by shutting off your computer, Linksys Adapter, existing router (if applicable), and DSL/cable modem.
   2. Wait 1 minute then turn the devices back on one at a time (in this order): DSL/cable modem, existing router, Linksys Adapter, and computer.
2. Check that you have internet service. Try to open up a web browser on your computer and type in a valid web URL.
   
   Can you now access it online?
   1. No, I can't access the Internet - The outage could be a problem with your ISP. Check your connection or call your Internet service provider.
   2. Yes, I can access the Internet - Proceed to step 3.
3. Verify the adapter is working properly.
   1. Check if the adapter is getting power from the power source. Make sure you have three lights on the adapter.

What you should do:

The Linksys adapter has no battery and to keep it working during an outage, you will have to install a portable backup power supply such as a UPS (universal power source), and connect your adapter and modem to the UPS device.

What you should do:

If you do not have a router but want to have internet via your phone adapter, you will need the model SPA2102 (this type of phone adapter comes with a router versus PAP2 which does not). You will need to enter the exact username and password in Linksys as provided by your ISP.

• Login to Linksys.
• Under WAN, select connection type PPOE.
• Enter your PPOE login name and PPOE password exactly the same provide by your ISP.
• Save settings or submit all changes.
• Reboot the modem and ATA.

Note: In some cases, it might take a couple of minutes before you will be able to browse.

What you should do:

This mainly happens because of insufficient bandwidth. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This condition is also known as "Packet Loss," where connection speed is compromised by temporary ISP problems, network congestion, or heavy bandwidth usage from online gaming or uploading / downloading of large files.

• Make sure you have enough bandwidth. You can test your speed by clicking here, or by browsing some web sites and observing if they are slower than usual. If this is the case then you will need to check with your ISP, or turn of all applications that may be using too much bandwidth.
• Select G729 compressed codec in your phone adapter instead of the Default or preferred codec. G729 codec works better if you have low speed Internet connection.

What you should do:

Possible causes of echo are:

• Poor quality telephone or phone cables (possibly on the far end of the call).
• Feedback between the phone's speaker and microphone.
• Electromagnetic interference

If you are using a cordless phone, it is best not to place the phone adapter or any cordless base station too close to other devices.

• Cover the mouthpiece with your hand, turn the volume down on your phone, or try a different phone. If the echo is caused by acoustic feedback, this should reduce or eliminate the echo.
• Remove any extra phones, faxes, splitters or other unnecessary equipment. If this eliminates the echo, add the equipment back one at a time and retest after each addition.
• Plug the phone in at different locations to eliminate any in-house lines that may be faulty. If that does not address the problem, try replacing cables between your equipment and your router.

What you should do:

Delay is caused when packets of data (voice) take more time than expected to reach their destination. Router congestion, parallel router operation, transmission issues, codec issues, and poor internet connection are the causes of delay.

If you are using a router that is not up to standard, or does not have the ability to prioritize VoIP traffic, issues such as this will occur.

• Browse some web sites. If access to normal web sites is slow or takes more time that usual, check with your ISP.
• Make sure there is no network congestion. Turn of all applications that may be using too much bandwidth.
• Reboot your router.