How to fix no dial tone or sound on VoIP lines

Modified on Tue, 14 Apr at 7:49 AM

If your bOnline VoIP handset has no dial tone or sound, follow the troubleshooting steps below to restore service. This article applies to physical desk phones and cordless phones only, not the bOnline mobile or desktop app.

1. Check your hardware

Make sure the curly handset cord is firmly connected to both the receiver and the base of the phone.
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 using the speakerphone or a headset to check if audio returns on a different output.
Try a different Ethernet cable (ideally under 3 metres) to rule out a faulty cable.

2. Check your network

VoIP runs over the internet. Verify your broadband is active by browsing a website on another device.
Power cycle your equipment: turn off your router and VoIP phone, wait 2 minutes, then power the router back on first, followed by the phone.

3. Check the phone is registered

If the phone screen shows "No Service" or is not displaying your extension number, the phone may not be registered to your account. See Account registered on handset.

4. Check your account status

Log in to the MybOnline portal and check for a suspended account notice or outstanding balance. If your account is suspended, see Why is my account suspended?

5. Check router settings

Certain router settings can interfere with VoIP calls:

SIP ALG: If SIP ALG is enabled on your router, it can misroute voice packets and cause silent calls or registration failures. See Understanding SIP and ALG settings for VoIP phone systems.
Quality of Service (QoS): Enabling QoS in your router settings prioritises voice traffic over other data, which can improve call reliability. See Quality of Service (QoS) for VoIP phone systems.

If the issue continues after following the steps above, contact the bOnline support team through live chat.