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Broadband Phone been down for a day. Support won't reply to my ticket

Annie
Rising Star
Posts: 272
Thanks: 3
Fixes: 1
Registered: 25-09-2007

Broadband Phone been down for a day. Support won't reply to my ticket

Well, I'm getting no replies from the support ticket and my VOIP phone has been off for a whole day now.
I've logged into the Plusnet Broadband phone control panel and have noticed the following...
Status natproxy, expired at 2011-10-05 09:01:11, logged into v-sip-1
NAT: ******** on v-nat-proxy-2 from 84.92.128.175 (******.plus.com), internal IP 192.168.1.64, until 2011-10-05 06:05:06
Device C475IP/022270000000
Server sip2.plus.net:5060
(I have asterisked out my SIP ID and username).
Now I've been happily going along with my phone's settings for quite a while now but something seems to have expired.
In my phone's own control panel I have...
Domain:  sip.plus.net
Proxy server address:  nat.plus.net
Proxy server port:  5060
Registrar server:  sip.plus.net
Registrar server port:  5060
Registration refresh time:  sec 180
STUN enabled:  No 
STUN server: 
STUN port:  3478
STUN refresh time:  sec 240
NAT refresh time:  sec 20
Outbound proxy mode:  Auto 
Outbound proxy:  natproxy.plus.net
Outbound proxy port:  5082
I've tried changing sip.plus.net to sip2.plus.net but this doesn't work. I also changed natproxy.plus.net to nat.plus.net but that doesn't work either. Please can someone help me to get my phone going again. I'm missing some important calls.

Annie
7 REPLIES
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Broadband Phone been down for a day. Support won't reply to my ticket

Hi Annie,
I've someone dealing with this now, hopefully we'll have a resolution shortly, or at least an idea as to how to move towards one. They'll update your ticket once they know more.
Jojo Smiley
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: 07-04-2007

Re: Broadband Phone been down for a day. Support won't reply to my ticket

Quote from: Annie

Domain:  sip.plus.net
Proxy server address:  nat.plus.net
Proxy server port:  5060
Registrar server:  sip.plus.net
Registrar server port:  5060
Registration refresh time:  sec 180
STUN enabled:   No 
STUN server: 
STUN port:  3478
STUN refresh time:  sec 240
NAT refresh time:  sec 20
Outbound proxy mode:   Auto 
Outbound proxy:  natproxy.plus.net
Outbound proxy port:  5082

Have you tried the sip.plus.net instead of nat.plus.net for the Proxy server address?
Annie
Rising Star
Posts: 272
Thanks: 3
Fixes: 1
Registered: 25-09-2007

Re: Broadband Phone been down for a day. Support won't reply to my ticket

Update:
Plusnet have called me and have reset my SIP password. This has now rectified the problem although we don't know exactly what the cause of it was.
Thank you James, for your call.
Cheers,
Annie
Annie
Simon_M
Grafter
Posts: 684
Registered: 05-04-2007

Re: Broadband Phone been down for a day. Support won't reply to my ticket

Glad it's working.
Interesting - my outbound proxy (as originally directed by PN) is
nat.plus.net:5082
For those who understand these things:
C:\>nslookup natproxy.plus.net
Name:    natproxy.plus.net
Address:  79.135.125.160
C:\>nslookup nat.plus.net
Name:    plusnetplc.nat.voip-system.net
Address:  79.135.125.160
Aliases:  nat.plus.net
C:\>nslookup 79.135.125.160
Name:    natproxy.gradwell.net
Address:  79.135.125.160
C:\>nslookup nat.gradwell.net
Non-authoritative answer:
Name:    nat.gradwell.net
Address:  79.135.125.160
C:\>nslookup natproxy.gradwell.net
Non-authoritative answer:
Name:    natproxy.gradwell.net
Address:  79.135.125.160
So it looks like it's a case of 'take your pick'  Undecided
All roads leading, in this case, to the same Gradwell server (as you would expect).
Annie
Rising Star
Posts: 272
Thanks: 3
Fixes: 1
Registered: 25-09-2007

Re: Broadband Phone been down for a day. Support won't reply to my ticket

I think I spoke too soon the other day. My phone's been offline again today for about half an hour so far. I've started a new ticket but there's over a 6 hour wait. How very frustrating!
Annie
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Broadband Phone been down for a day. Support won't reply to my ticket

HI Annie,
I'll see if I can get someone to pick this up for you.
Jojo Smiley
Annie
Rising Star
Posts: 272
Thanks: 3
Fixes: 1
Registered: 25-09-2007

Re: Broadband Phone been down for a day. Support won't reply to my ticket

Cheers. The password has been reset once more and the phone's working again now. I hope there aren't any further hitches.
Annie