If your VoIP phone is not registering, it means the handset is unable to connect to the Call Switch platform.
When a phone is registered correctly, it should normally show the extension name, extension number, or line status on the handset display. If the phone is not registered, it may show a message such as “No Service”, “Register Failed”, “Account Error”, or similar.
Things to check first
Please check the following:
- The phone has power.
- The network cable is securely connected.
- The phone is connected to the correct network port.
- Your internet connection is working.
- Other VoIP phones on site are working.
- The handset has been rebooted.
- No network equipment has recently been changed.
If the phone uses Power over Ethernet, please check that the switch or power injector is working. If the phone uses a separate power supply, please check that it is plugged in and switched on.
Check whether one phone or all phones are affected
It is useful to confirm whether the problem affects one handset or multiple handsets.
If only one phone is affected, the issue may be with the handset, network cable, port, or user configuration.
If all phones are affected, the issue may be related to the internet connection, firewall, router, switch, or wider network.
Network and firewall checks
VoIP registration issues can sometimes be caused by firewall or network settings.
If your firewall, router, or internet connection has recently changed, please let us know. Some routers and firewalls have SIP-related settings that can interfere with VoIP traffic.
When to contact Fastnet
If the phone still does not register, please contact the Fastnet Helpdesk.
When contacting us, please provide:
- Your company name
- The affected extension number
- The handset make and model
- The message shown on the phone display
- Whether one phone or all phones are affected
- Whether the internet connection is working
- Whether any network or firewall changes have recently been made
- Whether the phone has been rebooted
- A photo of the handset screen, where possible