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Troubleshooting VoIP on a DSL or Cable Connection

Once everything has been plugged in and the devices (modem and gateway) have been turned on, the gateway will connect to ORICOM INTERNET’s telephony network. The gateway’s lights indicate its connection status.

POWER: This light indicates that the device is receiving power and is on. This light flashes for a few moments, until the Internet connection is made.

INTERNET: This light indicates that the network cable is plugged in properly. It flashes when there is activity on the network.

PHONE 1: This light indicates that the gateway has connected to ORICOM INTERNET’s telephony network and that the PHONE 1 telephone line is operational. When the line is ready to use, this light stays on. When the light is flashing, the line is in use.

PHONE 2: This light only turns on when a second line is activated. It indicates that the gateway has connected to ORICOM INTERNET’s telephony network and that the PHONE 2 line is operational. When the line is ready to use, this light stays on. When the light is flashing, the line is in use.

Passerelle VoIP

If the « PHONE 1 » (or « PHONE 2 » when applicable) light is flashing although the telephone is not in use, one of your telephone sets may be defective, there may be a faulty connection or a short circuit in the building’s telephone wiring.

  1. Make sure that all of your telephone sets have been hung up properly.
  2. Try to plug one telephone directly into the VoIP gateway, in the « PHONE 1 » port. If this solves the problem (you can make calls), it might be a wiring issue in the building. Contact technical support for more information.
  3. Restart the gateway by unplugging the power cord, waiting 2 minutes, then plugging it back in.

If the « PHONE 1 » (or « PHONE 2 » when applicable) light is still off, the VoIP is still off.

If you have a cable modem,

First, make sure that the modem’s « Power, Receive, Send and Online » lights are on.

  • If they are on:

    1. Make sure that the network cable (RJ-45) is properly plugged from the modem's « Ethernet » port to the « blue Internet » port on gateway.
    2. Restart the VoIP gateway by unplugging the power cord, waiting 2 minutes, then plugging it back in.
  • If the « Online » ight is off or flashing, the modem is not receiving the signal properly.

    1. Unplug the modem’s coaxial cable, followed by the power cord. Replug the modem’s power cord, followed by the coaxial cable.
    2. If you recently made changes to your installation or wiring, restore the original setup.

If the problem persists, contact technical support for help in finding the source of the problem.

If you have a DSL modem,

First, make sure that the modem’s « DSL » light is on.

  • If the « DSL » light is on:

    1. Make sure that the network cable (RJ-45) is properly plugged from the modem's « Ethernet » port to the « blue Internet » port on gateway.
    2. Also make sure that the network cable (RJ-45) is properly connected from the « yellow Ethernet » port on the gateway to your computer’s network card.
    3. Try restarting the VoIP gateway by unplugging the power cord, then plugging it back in.
  • If the « DSL » light is off or flashing:

    1. Make sure that the DSL modem’s phone line is properly connected to a wall telephone jack.
    2. Also make sure that the telephone line connected to the modem is not plugged into an extension. It should be no more than six feet (approximately three metres) long.
    3. Also, try plugging the modem into another wall outlet to see if the DSL light comes on. If the light comes on, the first outlet is probably defective.

If the problem persists, contact technical support for help in finding the source of the problem.

*NOTE ON TELEPHONE FILTERS : Every telephone device (telephones and faxes) must have its own filter:

GVC filters : Must be plugged into a WALL JACK. Then plug in the telephone cord leading to the telephone (telephone-cable-filter-wall jack).

Daewoo filters : Must be plugged directly into the TELEPHONE. Then, plug in the telephone cord leading to the wall jack (telephone-filter-cable-wall jack).

Very important : The DSL modem should NEVER, be connected to a filter.