How to fix no dial tone or sound on VoIP lines

Modified on Tue, 17 Feb at 8:35 AM

Please note: This does not apply to your mobile and desktop applications as they do not have dial tone's present.

If you have no dial tone or sound on your bOnline VoIP line, follow these troubleshooting steps to restore service:

1. Basic Hardware Checks

Verify Connections: Ensure the curly handset cord is firmly clicked into both the receiver and the base station.
Power Supply: Confirm the phone’s power cable is plugged into a working outlet. If your phone uses Power over Ethernet (PoE), check that the Ethernet cable is securely connected to a PoE-enabled port on your router or switch.
Test Components: Switch between the handset, speakerphone, and headset to see if audio returns on a different output.

2. Network & Connectivity

Internet Connection: Since VoIP runs over the internet, verify your broadband is active by browsing a website on another device.
Power Cycle: Turn off your router and VoIP device, wait 2 minutes, then power them back on (router first, then phone).
Disable SIP ALG: Access your router settings and turn off SIP ALG (Session Initiation Protocol Application Layer Gateway). This setting often misroutes voice packets, causing silent calls or registration failures.

3. Account & App Settings

Check Account Status: Log in to the bOnline Customer Portal to check for a "Suspended" notice or outstanding balance.
"Do Not Disturb" Mode: If using the bOnline mobile or desktop app, ensure Do Not Disturb is off. An active mode is usually indicated by a red stripe on the app interface.
App Refresh: If the issue is on a mobile device, try logging out and back in, or reinstall the bOnline app to clear the cache.

4. Advanced Troubleshooting

Test a Different Cable: Replace the Ethernet or telephone cord with a known working one (ideally under 3m) to rule out hardware failure.
Quality of Service (QoS): In your router settings, enable QoS to prioritise voice traffic over other background data.