Will your hardware work with my existing router?
Yes, but you might need to do a special configuration on the existing router. We can typically get it working behind your existing router. In some cases, we will need you to bypass your existing router to get service working.

I have no dial tone on my Grandstream?
This is a physical set up problem. The dial tone is served locally by the Grandstream ATA device. Check the phone cable to make sure that both ends are firmly connected. Or try another phone or a different phone cable. If the issue persists, then please contact our support department.

I can make out bound calls but I do not get any incoming calls?
If you are porting a number to us, then this typically means the port is not completed. If you ordered a new number from us, or your activation date has passed, then please contact our support department for further assistance.

Will your service work with my VPN (Virtual Private Network)?
You can configure our device to allow the VPN traffic to pass through it. Or you can set up your VPN router to pass our traffic.

The sound on my phone is choppy?
If you are experiencing choppy or delayed audio, it is typically a line or network problem. Try placing our device directly behind the broadband modem. If the issue persists, please contact our support department for further assistance.

If I put your hardware in front of my router, I get phone service but no internet. And if I put my router in front of your hardware, I get no phone service?
This is typically an IP Address conflict between your router and our hardware. Please contact our support department for assistance on this issue.

The Blocked Contacts is not working?
By default, the blocked list is inactive. To activate the Call Blocking feature, login to the My Account section of our website and click “Power Forwarding”. Set your call behavior to “Complex Call Routing with Call Blocking Enabled” and select how you want blocked calls treated from the drop down menu. Click “Save Settings” and you will enable call blocking.

How do I enable Anonymous Caller Rejection?
Anonymous Caller Rejection can be enabled on the home page of our My Account portal.

Can I take the service with me when I travel?
The ATA hardware we send you is programmed with your number so it would be like calling from your home. Assuming the broadband connection you are using while away from your home does not block the necessary ports used by our service, it will work. Please be sure to update your E911 information via the My Account section online before traveling.

Can I change the Music on Hold to something else?
Unfortunately, at this time, there is no way to modify or disable Music on Hold.

Callers are getting Music on Hold instead of a ring when they call me?
If you have Call Forwarding enabled, this will always happen. The music is triggered by the forwarding the call off network.

I have Unconditional Forwarding enabled, but my device still rings when I receive a call?
This is a notification that the call was forwarded and sent to your device. If you would like this disabled, please contact our support department and request we disable Audible Call Forwarding.

My call log is not showing my last 30 calls?
Currently, our call logs are set up to track the last 10 calls of each call type. I.E. the last 10 in bound calls, the last 10 out bound calls and the last 10 missed calls. We are working to upgrade the system to display more data and that will be available in the near future.

What audio algorithm are you using? (G.711 or G.729)
We use both and you can choose the setting by logging into your account on our website.

Codecs
We utilize G.711 and G.729 as codecs. G711 is a higher audio quality codec that will work well in most implementations. G.729 can be used in situations where available bandwidth causes call quality issues. You will not notice much, if any, of an audio quality decrease between codecs.