No phone connection (VoIP not working)

No phone connection? Don’t worry, we’re here to help. First, try the steps below before contacting our support team. In many cases, this already solves the issue.

Still not working? Copy the checklist at the bottom of this page and include it with your support request, so we can assist you faster.

Possible causes:

• The internet connection is down

• Incorrect configuration of the VoIP system

• The connection is blocked by a firewall or router

• An issue with the VoIP provider

First, follow the steps below. Still having issues? Copy and answer the questions at the bottom of this page and send your answers tosupport@dstny.be.

• Check if your internet connection is working.

• Restart your modem, router and all VoIP devices (phones, Mediatrix, etc.).

• Test both incoming and outgoing calls. Can you make calls but not receive them, or the other way around?

• Do you use a VoIP app or softphone? Test those as well.

• Check the date and time settings on your VoIP device. Incorrect settings can cause connection issues.

Issue not solved? Copy the checklist below and include this information with your support request to support@dstny.be

When did the problem start?
[Add date and time]

Which phone numbers are affected?
+32 xx xx xx xx (if all numbers are affected, provide at least one, preferably the most important one)

Is your internet connection working?
[Yes / No]

Have you already restarted your modem/router and VoIP devices?
[Yes / No]

What exactly is not working?
[ ] Incoming calls
[ ] Outgoing calls
[ ] Both incoming and outgoing calls

Does this affect all phones or only some?
[ ] All devices
[ ] Only one or a few devices

Have you tested with a VoIP app or softphone?
[Yes / No]

Do you get error messages or displays on the device?
[Yes / No] → [If yes, describe or attach a photo]

Name of the VoIP system or account (if known):
[e.g. Yealink, Gigaset, 3CX, Panasonic]