SureVoIP Partner Troubleshooting

These steps should be performed prior to raising a fault.

To raise a fault please use the form which can be found here.

Most up to date guidance can be found at Partner Guidance on Troubleshooting VoIP.

Hosted VoIP Troubleshooting

Follow these steps if your customer is having trouble registering to the service or if phone calls are suffering from drops or voice quality.

Check configuration

Ensure configuration is correct. Go over set up guides again and ensure no steps were missed.

Missing important configuration parameters is often the cause for registration issues.

Check router

Check SIP ALG has been disabled on the router.

Instructions on how to disable SIP ALG on common routers can be found here.

Install business-grade router

Consumer grade routers can often be problematic, and may not allow SIP ALG to be disabled.

Consider obtaining a suitable business-grade router.

SureVoIP can supply DrayTek routers. Get in touch for a quote.

Subscribe to suitable Internet connection

Consumer or residential broadband is not suitable for office use, but but can be OK for home workers.

Ensure the end user is using a business-grade Internet connection. SureVoIP can supply VoIP-optimised business-grade broadband designed for use with our VoIP services. Do get in touch!

Further assistance

If the above have been checked, get in touch with the SureVoIP support team by filling out a fault report here.

When filling out the fault report it is important that all information is provided.

On-site PBX Troubleshooting

If you manage a phone system (PBX) for your customer then please ensure you have checked the following before raising a fault.

Check configuration

Ensure the phone system configuration is correct. Double check over the SIP details and call routing.

See our set up guides for PBX systems.

Check router

You may need to check SIP ALG has been disabled on the router.

Instructions on how to disable SIP ALG on common routers can be found here.

Note that some routers require SIP ALG to be enabled, such as Cisco.

Check NAT (port forwarding)

Ensure the relevant ports have been forwarded to your phone system. At the least you need to forward port 5060 UDP and the relevant UDP RTP ports.

Check firewall

Check that the relevant SIP and RTP ports are allowed to pass through the firewall. See NAT and Firewall Settings for guidance.

If you need to know SureVoIP IP addresses please contact support.

Install business-grade router

Consumer grade routers can often be problematic, and may not allow SIP ALG to be disabled.

Consider obtaining a suitable business-grade router.

SureVoIP can supply DrayTek routers. Get in touch for a quote.

Subscribe to suitable Internet connection

Consumer or residential broadband is not suitable for office use, but can be OK for home workers.

Ensure the end user is using a business-grade Internet connection. SureVoIP can supply VoIP-optimised business-grade broadband designed for use with VoIP services. Do get in touch!

Ping and traceroute

Run some pings and traceroute to the SureVoIP SIP server.

ping -n 300 www.surevoip.co.uk
traceroute www.surevoip.co.uk

Check phone system logs

The end user's phone system logs will give a good indication as to what is happening.

Before raising a fault, ensure you have looked over the phone system logs. The cause of the issue should be evident from the log alone.

:!: If you need to raise a fault, please ensure you have captured the relevant log entries and send to the support team.

Obtain a SIP trace

If you need to raise a fault then a SIP trace will be required. See our support guide on how to obtain a SIP trace.

Further assistance

If the above have been checked, get in touch with the SureVoIP support team by filling out a fault report here.

When filling out the fault report it is important that all information is provided.

:!: when raising a fault you must provide a SIP trace and confirm what other troubleshooting steps you have performed to prove the fault away from your customer's equipment and configuration.