topic Re: Problem with receiving incoming calls on Andrews & Arnold VoIP in My Router

Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Fri, 07 Jun 2024 14:34:18 GMT

Dear Forum users and helpers

I appear to have the same problem as some other users who have posted the same thing about VOIP and A&A. I have tried to look at the threads, but confess to being lost quickly in the technical detail.

We ordered my elderly mum a Grandstream HT 801 ATA Adaptor (1 FXS) - which connects an analogue phone to a VoIP
service which included a RJ11-to-BT adapter. We were told that all we would need to do is plug the new BT handset into this box, and plug this box into the new PlusNet router. This is not the case.

2 months later, and after numerous calls and email exchanges with PlusNet and A & A, we are no further forward. If I phone mum's number, it diverts to her mobile (I had asked for this to be set up by A&A after having had no landline service for a month). However, there is no dial tone when picking up the phone, we can't call out and it won't take incoming calls. A&A replaced the Grandstream box yesterday, and when we plugged it in there is still no dial tone.

A&A's latest advice is that we Disable UPnP on the router and Disable SIP ALG on the router. We are not near mum so this is not an easy thing to do (she doesn't have the skills to do this herself). A&A thought PlusNet would be able to do this remotely, but having just come off their helpline, they don't think this can be done remotely.

In simple terms and language please, can someone assess if this is the fix we need, or would something else work/is something else needed? It amazes me that we are so close to losing all landlines, yet the VOIP transition does not appear to be smooth.

The other option is we bin A&A, send them their box back and go with a provider that works - but I don't want to go through all of that and end up with the same problem from a different provider unless there is a solid recommendation.

Many thanks

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Fri, 07 Jun 2024 15:05:51 GMT

@MartyLock

A&A's latest advice is that we Disable UPnP on the router and Disable SIP ALG on the router

which Plusnet router do you have ?

However, there is no dial tone when picking up the phone, we can't call out and it won't take incoming calls. A&A replaced the Grandstream box yesterday, and when we plugged it in there is still no dial tone.

TBH that sounds like the HT801 isnt configured properly and so is not registering with the A & A service.

You can check remotely by logging in to the A & A control pages

I didn't think that A & A supplied a completely configured HT801, I thought you at least had to generate a password on the A & A control pages and configure that in the HT801 ?

edit: there's a couple of threads worth a read for background information

https://community.plus.net/t5/Home-Phone/VOIP-using-Plusnet-Grandstream-A-amp-A/m-p/1969698#M39443

https://community.plus.net/t5/Tech-Help-Software-Hardware-etc/Plusnet-Grandstream-HT802-and-A-amp-A-VOIP/td-p/1917485

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

Baldrick1 — Fri, 07 Jun 2024 15:37:19 GMT

Moderator's note:
Thread moved from Broadband to My Router

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

Schiehallion — Sat, 08 Jun 2024 10:06:18 GMT

....but confess to being lost quickly in the technical detail....
.....We were told that all we would need to do is plug the new BT handset into this box, and plug this box into the new PlusNet router. This is not the case.....

A&A's latest advice is that we Disable UPnP on the router and Disable SIP ALG on the router. We are not near mum so this is not an easy thing to do (she doesn't have the skills to do this herself). A&A thought PlusNet would be able to do this remotely, but having just come off their helpline, they don't think this can be done remotely.

In simple terms and language please, can someone assess if this is the fix we need, or would something else work/is something else needed? It amazes me that we are so close to losing all landlines, yet the VOIP transition does not appear to be smooth.

The other option is we bin A&A, send them their box back and go with a provider that works - but I don't want to go through all of that and end up with the same problem from a different provider unless there is a solid recommendation.

@MartyLock

I've been trying to set up a Grandstream HT801 (also with A&A) for my father yesterday. His was preconfigured with the account details, but some of the other settings were (some still are) wrong.

My thread is here: https://community.plus.net/t5/Home-Phone/Problems-Setting-Grandstream-HT801-ATA-for-A-amp-A-and-Plusnet/td-p/1973143

A very helpful thread is here: https://community.plus.net/t5/Home-Phone/VOIP-using-Plusnet-Grandstream-A-amp-A/td-p/1969698

My father is using a Plusnet Hub 2 router and none of the settings on this have been changed from the default options. If your mum is also using a Hub 2 router, it should be able to connect without changing any settings on the router.

I had thought this was going to be virtually a Plug and Play install, but it's certainly not.

For a solution that should be Plug and Play, it might be better to go to BT for both Broadband and Digital Voice. It will cost more, and you will need to purchase a call plan, as any calls outside the plan will be expensive. With BT, you plug the phone directly into their router.

Am fortunate in that my father lives nearby, and it isn't too much of an issue to visit to try solutions.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Mon, 10 Jun 2024 18:57:29 GMT

Thanks for the reply. I think its a Plusnet Hub 2 as well - but I will check when I go to visit on Friday.

Hopefully enabling the "Loop Current Disconnect" setting will do the job. I have seen the guide on the other thread you pointed to so will give this a go. I will post back here when I try it.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Mon, 10 Jun 2024 19:01:50 GMT

Thanks for the reply. I think its the Hub 2 but will check when I next visit on Fri. Thanks also for sending the links to the other threads, I will give them a go. A&A told me it was going to be fully configured and was just a case of plugging in, how can they have made this so difficult and so many people are struggling? You would have thought that they would provide a simple guide and that there tech team might have had an idea of solutions...

Fingers crossed.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Mon, 10 Jun 2024 19:17:03 GMT

@MartyLock The loop disconnect setting will not cause your problem.

Did you log in to the A & A control pages and check if the phone was showing as registered ?

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Mon, 10 Jun 2024 19:31:18 GMT

Thanks for the message. Its a 3 hr round trip so I am going to go down on Friday and see if I can sort it. Whilst I am there I will check the control panel as you noted in your message.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Tue, 11 Jun 2024 05:44:50 GMT

You can login to the control panel from anywhere, as long as you know the username and password.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Tue, 11 Jun 2024 09:02:20 GMT

@MartyLock for completeness

To login to the control pages , go to https://control.aa.net.uk/ , enter the account username & password ( you should have been sent that in an email )

Click on the phone number link in the Telephony section and then click the Incoming tab

In the Target section you should see 'Registered devices : 1' with the IP address and time last registered

Have you thought of setting up some form of remote access to allow you to sort some things remotely ?

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Tue, 11 Jun 2024 17:05:06 GMT

Thanks. I have now remotely accessed and can see the following under DTMF

SIP Phone

Delay:

Registrar:

voiceless.aa.net.uk (Do not set a proxy)

Account:

+44172471**** (I have blanked out the last 5 numbers - but this number is correct)

Password:

SIP Password, as set above

Tag:

Prefix to calling name. (SIP calls only. Use 0 to normalise UK CLIs instead.)

Registered devices:

17:33:28

A.Voiceless

18:33:28

209.93.243.233

Grandstream HT801 1.0.53.2

There is also a Target to also ring which is set up as a call forward to mum's mobile.

Is there still something missing in these settings?

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Tue, 11 Jun 2024 17:37:01 GMT

No, that looks ok, the HT801:is registered fine.

Can you still not make or receive calls ?

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Tue, 11 Jun 2024 17:43:38 GMT

I haven't actually changed anything, I just logged in and these were the settings. I looked at the link to the guide of settings, and couldn't see those pages on my Control Panel that would allow me to make any changes.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Tue, 11 Jun 2024 17:48:09 GMT

You said in your first post that you couldn't make calls or receive calls.

From the control pages status , The HT801 is registered ok so you shouldn't have any problem making calls at least. There may still be other settings not quite right on the HT801 that may prevent incoming calls but outgoing should be fine.

Is that not the case ?

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Wed, 12 Jun 2024 05:17:53 GMT

There hasn't been a dial tone to dial out on. I will be there on Friday and have a look and a play and report back on here in case anyone has any ideas. Thanks all.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Wed, 12 Jun 2024 06:22:56 GMT

There hasn't been a dial tone to dial out on.

That sounds like a connection issue between the phone and the HT801.

What model phone are you using and can you describe how its connected to the HT801 ? i.e what cable & adaptors are being used

This thread https://forums.thinkbroadband.com/voip/4699968-grandstream-ht-801-ata-phone-doesnt-work.html?fpart=all is worth looking through for background information

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

G6JPG-0 — Wed, 12 Jun 2024 07:15:18 GMT

Yes, connection between 'phone and ATA certainly sounds like a possibility; take a spare 'phone when you go.

When there (unless the above sorts it), you could at least try the software option (the common one begins with z; I think most VoIP providers link to it); I realise that (making and receiving calls via the computer) might not suit your Dad, but it might help highlight/eliminate some aspects while you're there.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MartyLock — Sun, 16 Jun 2024 11:39:52 GMT

Thanks to everyone for the replies. Unfortunately I am giving up and returning the equipment back to A&A as I can't afford to spend any more time trying to fix this.

I have recommended to A&A that they either write a simple guide for their customers on this and warn customers who have PlusNet to standby for connections issues, or they supply their box configured to work with PlusNet.

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

MisterW — Sun, 16 Jun 2024 12:39:33 GMT

and warn customers who have PlusNet to standby for connections issues, or they supply their box configured to work with PlusNet.

@MartyLock To be clear, there's no specific configuration for Plusnet. The configuration of the HT801 will be the same for any ISP

Re: Problem with receiving incoming calls on Andrews & Arnold VoIP

paul_blitz — Sat, 29 Jun 2024 12:26:21 GMT

A few general comments about setting up VOIP: maybe a bit late for you, but might help others:

1) VOIP setup does NOT need any changing making to your router. It works by the "ATA" (= the phone interface box) calling out to the VOIP provider, and keeping that connection open long term. "Incoming calls" simply use the existing connection.

2) (unless there is some sort of special "filtering protection" set up bu your VOIP provider) You can test the ATA from ANYWHERE: this means that if you are setting it up for a relative, you can get it working on your OWN broadband.... then just take it and move it to the new location. (It also allows you to have a VOIP phone on your mobile device, but that's covered on the "advanced course"!!)

3) The status pages of both the ATA and the VOIP provider are your friend: they will tell you if the ATA has successfully "connected and logged in" to the VOIP service. Until you can see that the ATA has connected to the VOIP provider, you aren't going to be able to make any calls.

4) With the ATA now connected to the service provider, picking up the handset should give you a dialtone. You can now try making a call. (depending on the provider, and the service you are using, you may have to "dial 9 for an outside line")

5) Many ATAs run a "2-wire interface" to the phone: what this means is that if the phone requires the extra bell wire, it's not going to ring when you get an incoming call. There are ways around this. So try a newer phone, it may work. Another option is to get / make a special cable with a Master Socket, to create the needed bell wire for your phone.

6) VOIP systems generally do NOT like double-NAT: what this means is that if you have a router behind a router (not to be confused with if you put your own router mehind the plusnet one set up as a MODEM), it won't work: you'll need to plug the VOIP devices into the external router directly. (I say this from experience)

7) We bought pre-configured phones / ATAs from Nimvelo: our account and the devices were preconfigured, and we just needed to plug them in, and wait a few minutes.

There are a LOT of technical settings in the ATA, that let you customise the bell ringing frequency, the "on-off cadences", the tones you hear at different times: different countries tend to have different "standards", but it doesn't REALLY matter if you get a "ring-ring-ring" rather than a "ring-ring"!! So just leave that allalone.

My second story: in preparation for a VOIP switchover at home at SOME point in the next year or so, I bought a second hand ATA. Being a technical person, I spent a lot of time understanding more than I really needed to! The problem is that many ATAs do not have a simple to use interface, like we have now got used to on so many devices.

Having "learned what I wanted", I factory defaulted the unit, then added the name of the service (kinda like the URL), and the name / password to log in: it connected and worked! However, on the Cisco SAP122 (a great technical device, but not for the faint-hearted!) my initial issue was working WHERE to enter the information, and what details it wanted!

However, if it's been pre-configured, that becomes a non-issue!

Hope the above notes help someone!