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Voip trial account down since product change

julesthom
Newbie
Posts: 6
Registered: 30-01-2008

Voip trial account down since product change

Hi
I've been successfully using the Voip trial for a few weeks now. Tonight I logged into my Plusnet account and read that I could change my package from PAYG to Evenings&Weekends, and that this would be communicated to Gradwell to change my package on the Voip trial.
However... 3 minutes after changing the package on the Plusnet portal, my Voip router disconnected, and refuses to reconnect.
Any help anyone? Technical support refused to help as it's a "trial issue"...!
Thanks in advance
Jules
15 REPLIES
pcoventry
Grafter
Posts: 434
Registered: 26-11-2007

Re: Voip trial account down since product change

Hello,
Welcome to the community. Sorry i could not help you further. The main people involved with the running of the trial are our Products Team. I pointed you here because we have a fantastic community of members who will be alot more knowledgeable of the equipment you have.
RichSmol
Grafter
Posts: 709
Registered: 29-10-2007

Re: Voip trial account down since product change

Hi, i'll pick this up first thing tomorrow morning - it sounds like there is an error with your account tariff which should just be a quick change.
cheers
Rich
RichSmol
Grafter
Posts: 709
Registered: 29-10-2007

Re: Voip trial account down since product change

Hi julesthom - forgot to welcome you to the community last night! So....Welcome  Grin
I've upgraded your account to the E&Ws package - please give this a go and we'll investigate your account some more if your still having problems. I cant see anything else wrong with your account at this moment in time. Nothing else has been changed, i.e. login/registration details, SIP ID/Username and Geographic DDI will remain exactly as it was before.
Might be an idea to post your Linksys PAP2(?) settings if your still having problems (with username/password details encrypted).
Note to anyone else who has upgraded their Broadband Phone package: Please let me know if you have and I'll make the changes for you. The upgrade is a manual process for the time being.
cheers
Rich
RichSmol
Grafter
Posts: 709
Registered: 29-10-2007

Re: Voip trial account down since product change

In fact, I've just found and fixed a problem with your account which will of restricted access - the Gradwell accounts have an 'extension' number attached to your geographic number and the geographic number was pointing at a completely different extension (one which seems to of been randomly generated). I've pointed the geo number back to your original extension so all should be fine now.
cheers
Rich
pcoventry
Grafter
Posts: 434
Registered: 26-11-2007

Re: Voip trial account down since product change

Thanks Rich Smiley
julesthom
Newbie
Posts: 6
Registered: 30-01-2008

Re: Voip trial account down since product change

Thanks for all the help Rich... however, still no joy here.
"Can't connect to login server"
Settings as follows (all was well before the package change):
Line Enable: yesno 
SIP Settings       
  SIP Port:    5082
Proxy and Registration   
  Proxy:  sip2.plus.net
  Register: Yes
  Make Call Without Reg: no
  Register Expires:  3600
  Ans Call Without Reg: no 
Subscriber Information       
  Display Name:  julesthom
  User ID:  7640038
  Password:  *******
  Use Auth ID: no
  Auth ID:   
Audio Configuration       
  Preferred Codec: G711u
  Silence Supp Enable: no
  Use Pref Codec Only: no
  FAX CED Detect Enable: yes
  DTMF Tx Method: Auto 

Any thoughts?
puddy
Grafter
Posts: 1,571
Registered: 10-06-2007

Re: Voip trial account down since product change

Your sip port settings is wrong use the settings below
                    Line One Info Basic setup
Line Enable:  yes
sip port :5060
proxy :sip2.plus.net                  Register: Yes
Make Call Without Reg: No       Register Expires: 3600
Ans Call Without Reg  :  No
Display Name: sip  id number    User ID: sip id number
Password: sip password           Use Auth ID: Yes
Auth ID: sip id number
                                  Audio Configuration    
Preferred Codec:G7LLu            Silence Supp Enable: no
Use Pref Codec Only:No           FAX CED Detect Enable:No
DTMF Tx Method: INFO
Missed this out last time sorry should solve one way audio and may be needed to make phone ring

Line 1  Advance Settings
Proxy and Registration 
Outbound Proxy:nat.plus.net:5082
save settings
puddy Grin
siemens 460ip
pap2-na
speedtouch 716wl v5
Grandstream GXP2000
julesthom
Newbie
Posts: 6
Registered: 30-01-2008

Re: Voip trial account down since product change

Thanks for the info puddy - have updated and rebooted, but still nada Sad
puddy
Grafter
Posts: 1,571
Registered: 10-06-2007

Re: Voip trial account down since product change

How long did you leave it to register?  mine took 30 min before it showed registered
puddy
julesthom
Newbie
Posts: 6
Registered: 30-01-2008

Re: Voip trial account down since product change

Well, it's had about an hour now.... I don't understand how it was fine before the package change, and now it's not connecting?
julesthom
Newbie
Posts: 6
Registered: 30-01-2008

Re: Voip trial account down since product change

Do you think I should abandon the trial and go back to PlusNet directly? I'm very frustrated at using a service with very minimal tech support!
puddy
Grafter
Posts: 1,571
Registered: 10-06-2007

Re: Voip trial account down since product change

Stick with it reset all your pap2 adapter settings and start again
Dont forget your advance settings too.
The old system will die when the new system go's live anyway
Not more I can suggest at present, I know my settings work, ask plusnet to check at their end too.
Some times they get it wrong
Good luck
Puddy Grin
cp:blue Full quote of preceding post removed link:rules mod:end
RichSmol
Grafter
Posts: 709
Registered: 29-10-2007

Re: Voip trial account down since product change

Right, I've reset your password and tested the account for you and all seems to register ok this time around. I replicated the problems you were having before but a password change seems to of cracked it.
Please check your emails - i've sent the new account information. Please give it a try and let me know how you get on.
cheers
Rich
RichSmol
Grafter
Posts: 709
Registered: 29-10-2007

Re: Voip trial account down since product change

Id also try changing your preferred codec to G711 if your still getting the same issues (default codec in place on XLite v2 which i used to test your account).