The vast majority of Voxhub users can use our desk phones, desktop and mobile apps without issue both in the office, on the move or when home working.

Occasionally customers do report issues with their home routers causing phone registrations, inbound calls and call transfers to fail. This is an industry wide issue with older or mis-configured routers and is entirely avoidable.

Many routers are supplied with SIP ALG functionality and despite it being intended to help VoIP devices work effectively as part of your network it is often implemented inconsistently which causes poor user experience.

There is good industry guidance to broadband providers and router manufacturers to configure their equipment correctly and this is becoming less of an issue as devices are replaced or upgraded.

Comms Council Statement on SIP ALG

NICC Standards Paper on SIP ALG as a .pdf

If you are experiencing issues, our advice is to always speak to your internal IT support team or external IT provider to ask them to investigate upgrading your router to the latest firmware, testing after turning off SIP ALG and if necessary replacing the router with a newer model. Always seek the advice of an experienced IT professional and we do not recommend that you do anything yourself with firewall or router settings as you may unintentionally affect your connectivity performance or compromise your online security.

Occasionally VPN configurations can also be problematic. Of the customers that contact us we often find that they report that everything works as expected except when connected via a VPN. Again, our advice is to always speak to your internal IT support team or external IT provider to ask them to investigate the VPN configuration.

Note: There are many router manufacturers and models and each one can have various versions of firmware on them so we cannot offer advice on individual models but often ISP's or manufacturer's websites are a useful source of information and can provide information on possible solutions.

Network problems can manifest in many different ways, including (but not limited to) some of the most common issues listed below:

• Phones can not make any calls
• Phones can only receive inbound calls
• Phones can only make outbound calls
• Phones frequently disconnect
• Loss of audio, from complete silence to one way sound
• Only one out of multiple phones will work
• Call transfers and conference calls are unreliable or are not possible

• Always speak to an IT professional if you are in any way unsure about making changes to your network
• Firewall and Router configuration issues can cause a wide range of problems which can be difficult to identify the cause of immediately
• Hardware and Firmware changes can have unexpected consequences for your phones
• We can speak to your internal or external IT team to assist with identifying the cause of any issues
• Any troubleshooting steps we may suggest should be treated as a means to determine the cause of any issues, not as long term solutions