VOIP phone settings

[subwax]

I have recently had to buy a new handset as my phone service has been moved over to SIP, I presume.

I have my new handset, but do not have any of the configuration items needed to configure the phone Can someone please tell me who I need to contact ot get them?

Many thanks,

Neil

[Steven_L]

Hey @subwax,

Welcome back to the community and thanks for taking the time to post your issue on the forums.

Are you meaning the features on your line or physical accessories for your landline?

Regards,

Steven_L

[subwax]

Thanks for responding.

I recently was told by Virgin that my phone service was moving to VOIP. My existing handset didn't work, so I purchased a Yealink W60P. Its basically a blank phone, and needs to be configured to connect to the Virgin VOIP network. I have VOIP as part of my business package.

I don't know the parameters to configure, such as SIP gateway, etc - I haven't had use of the phone for over 4 weeks now, as a result of this, and am unable to get this fixed, as I have no idea what configuration is required to allow me to register with the Virgin SIP gateway.

Many thanks,

Neil

[Steven_L]

Thanks for your response @subwax, we wouldn't be able to advise on any business accounts as the forum is just for consumer customers not business. 

You can reach the business team on the contact methods here.

Regards,

Steven_L

[nodrogd]

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@subwax wrote:

Thanks for responding.

I recently was told by Virgin that my phone service was moving to VOIP. My existing handset didn't work, so I purchased a Yealink W60P. Its basically a blank phone, and needs to be configured to connect to the Virgin VOIP network. I have VOIP as part of my business package.

I don't know the parameters to configure, such as SIP gateway, etc - I haven't had use of the phone for over 4 weeks now, as a result of this, and am unable to get this fixed, as I have no idea what configuration is required to allow me to register with the Virgin SIP gateway.

Many thanks,

Neil

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If you had a standard VM phone line & this is now transferred to the TEL1 port on the hub, then all you need to connect is a standard landline phone. VMs hub based lines are 21CV. They use a seperate IP tunnel between the hub & VMs local headend where the calls are routed through the normal telephone exchange you have always used. It is not an internet based service, so a VoIP phone (which plugs into an Ethernet port anyway) will not work with their service.

[jem101 · Accepted solution]

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@subwax wrote:

Thanks for responding.

I recently was told by Virgin that my phone service was moving to VOIP. My existing handset didn't work, so I purchased a Yealink W60P. Its basically a blank phone, and needs to be configured to connect to the Virgin VOIP network. I have VOIP as part of my business package.

I don't know the parameters to configure, such as SIP gateway, etc - I haven't had use of the phone for over 4 weeks now, as a result of this, and am unable to get this fixed, as I have no idea what configuration is required to allow me to register with the Virgin SIP gateway.

Many thanks,

Neil

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OK first things first, send the Yealink back and get your money refunded! You have firstly been misinformed as you have absolutely NOT been moved to a VoIP platform, all you needed to do (as mentioned above) was to have plugged your existing phone into the Hub's Tel1 socket using the adapter which VM should have sent you. Almost all phones manufactured in the last 20 years or so should work without any issue.

[subwax]

Thanks all. I have sent the Yealink back.

The issue now is that the POTS phone I had, which worked before the move, now no longer works. I didn't have to use the dongle that Virgin sent, as the presentation on my phone socket is RJ11 already.

The phone I was using is a Motorola AXH01 - as soon as I was moved over, it stopped working, and that remains the same today. Its a fairly new phone, so am a bit flummoxed as to why it work work. I have tried to find a list of phones that are compatible with my Virgin broadband, however I cannot find one, which is a bit poor.

Any advise or link to a page that shows the compatible phones would be very much appreciated.

Many thanks,

Neil

[goslow]

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@subwax wrote:

Thanks all. I have sent the Yealink back.

<snip>

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Some general things you could investigate (based on past topics on here) ...

Your Motorola AXH01 should work. Do you happen to have the original phone cable for the Motorola AXH01 which terminates with a standard BT plug? Can you try that together with the VM adapter? Occasionally using a RJ11 connecting lead has been the issue when trying to connect.

The Motorola AXH01 manual shows that the phone has some 'Line settings' and 'Line selection' features in the 'Advanced settings' menu for multi-line setups. Have you got anything set in there (from your past arrangement) which may be preventing a connection? Line selection is 'Auto' by default according to the manual.

Have you tried any other standard phone into the VM hub, via the VM adapter, (borrowing one if needed, just to see if you get any dial tone etc. with a different handset)?

On the VM hubs for residential, you can log in and check that 'telephony' is 'enabled/ready' from the welcome pages on the hub admin pages. Is there a similar feature for a VMB hub?

If still no luck you would be best to refer back to VMB for support.

[jem101]

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@subwax wrote:

I have recently had to buy a new handset as my phone service has been moved over to SIP, I presume.

Snip...

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Actually something has just struck me, you presume that you have been moved over to the 21Cv service? So what exactly happened to make you think that? Did you get an email/text from VM telling you that, or did your phone just stop working and you assumed it was down to the migration? I'm wondering if you just had a phone fault, if you plug it back into the standard phone socket on the wall, what happens, any dial-tone?