Voice FAQs

Analogue Lines

In all cases of standard telephone line faults, testing must be carried out from the main socket with a wired handset. Please also be prepared to take responsibility for any call out charges should a fault be the result of a problem caused by your own hardware or wiring.

This could well be a line fault but could also be a faulty handset. Please try an alternative handset and cable before reporting and check whether the line can make outgoing calls.

This could well be a line fault but could also be a faulty handset. Please try an alternative handset and cable before reporting.

This could be caused by a faulty handset, faulty wiring, or interference if the handset is wireless. Please test with a known working handset and cable before reporting. Line tests for noisy lines can often not show a fault even though one may be present.

ISDN2

These faults are generally caused by a failure of a single copper pair to an ISDN2 NTE, this is often accompanied by either a complete loss of power to the NTE (no green light) or loss of connectivity (flashing green light). Such faults are difficult to diagnose quickly as test results are often unclear and will often require engineer attention. In the event of all lines being inoperative, remote testing can provide more definitive results and may not require any further diagnostics. (Please note that you may be required to accept the possibility of Engineer charges should the fault be caused by internal wiring, faulty hardware etc.) In such instances where results are ambiguous, it is important to rule out any on site hardware or cabling, methods include:

  • Checking with a phone system maintainer (we are happy for them to contact us on your behalf)
  • Ensure the problem is not isolated to a single handset
  • Change cables between the NTE’s and phones system over (if possible) to see if the fault follows the wire. Although recommended, these steps can be skipped at a customer’s discretion

 

ISDN services can be affected by partial faults just as any phone service, most cases of noise can be narrowed down to the following:

  • Faulty Handsets
  • Faulty Internal wiring
  • Faulty Phone System
  • Faulty NTE

Faulty External cabling In the case of a fault being the result of either a faulty handset, internal wiring or Phone system, this should be explored with your telephone system maintainer, HighNet can also arrange for third party support to be provided at the customer’s expense. A faulty NTE or external cable fault can often be picked up from remote testing and will require engineer intervention. In the event of noise on a service being intermittent, we may require you to call back when the noise is actually occurring as remote tests can only detect faults in real time and in some cases may not even return clear results. (Please note that you may be required to accept the possibility of Engineer charges should the fault be caused by internal wiring, faulty hardware etc.)

HighNet Support technicians can arrange for calls to be diverted to any destination of your choice, please contact us as soon as possible.

ISDN30

ISDN30 faults cannot be remote tested by HighNet Technicians, these services require advanced testing at carrier level. This brings many benefits such as historical log analysis and reduced risk to customers in terms of engineer charges but basic checks are still advised before logging faults to ensure internal wiring or hardware is not at fault. In the event of a service returning no clear fault after testing, a standard battery of checks for handset, cabling and phone system faults is strongly recommended.

SIP

SIP trunk services have two common points of failure, one being the configuration of the customer telephone system and the other being the broadband service which carries the traffic. HighNet technicians can normally assist with identifying which aspect of configuration requires attention through deep packet inspection although this can take time to arrange and capture and often requires customers to make test calls providing specific dates, times, source and destination numbers to be forwarded to support technicians. Should the issue prove to be an underlying broadband issue, any resolution will be subject to that service’s repair time.

Noise on SIP services is usually caused by underlying broadband problems, these can often be corrected by adjusting the profile of the service but can also be caused by a broadband fault or saturation. There is little a technician can do to alleviate saturation unless a managed service is in place and even then the optimal solution is to install a broadband dedicated to voice, any line faults will be subject to the broadband lines SLA.

First, ensure that any router between your phone system and the internet is not using SIP-ALG, this must be disabled otherwise callers will experience frequent problems. Once this is assured as disabled, ensure the appropriate port (5060 TCP/UDP) is open and traffic is permitted to your assigned SIP Trunk IP. If the above does not cure the issue, there may be a problem with the underlying line and will require intervention from HighNet Technicians, be aware that any line fault will be subject to that Lines SLA.

HighNet Support technicians can arrange for calls to be diverted to any destination of your choice, please contact us as soon as possible.