Sipgate/Gigaset - make calls but not receive !!

Just set up a N300A with a C430 phone on Sipgate. Works fine to make calls but my sipgate allocated number is 'dead' if you call it but bizarrely shows as a 'missed' call in my Sipgate account.

I have tried all the support fixes and now waiting for response to a support ticket but meanwhile any suggestions on what I could try ?

So firstly you’ve fully checked that outbound calls work correctly - dialled the following diagnostic numbers?

10020 - dial to check DTMF / touch tone dialling works correctly
10005 - echo test, record a message and listen to it getting played back
10000 - general call test

Inbound call issues typically point to either a registration issue (Sipgate servers don’t see your endpoint registered and hence you don’t receive the inbound call) or a client ISP network / routing issue.

I’m out and about at the moment, so can’t access any system to look at what pages etc - but have you checked on your N300A that is remains correctly registered to Sipgate and conversely on the Sipgate web portal ensure that your N300 registration is active?

Thanks for the response -see below

In reply to a post by Pheasant:

So firstly you’ve fully checked that outbound calls work correctly - dialled the following diagnostic numbers?

10020 - dial to check DTMF / touch tone dialling works correctly
10005 - echo test, record a message and listen to it getting played back
10000 - general call test

ALL WORKING OK

Inbound call issues typically point to either a registration issue (Sipgate servers don’t see your endpoint registered and hence you don’t receive the inbound call) or a client ISP network / routing issue.

I’m out and about at the moment, so can’t access any system to look at what pages etc - but have you checked on your N300A that is remains correctly registered to Sipgate and conversely on the Sipgate web portal ensure that your N300 registration is active?

BOTH N300 PORTAL AND SIPGATE N300 REGISTRATION ACTIVE

OK. Can you disconnect the N300A and try this again using a softphone client - installed either on your PC or smartphone.

This should tell us whether it’s a setup issue with the N300A or your internet connection / router.

Likely a firewall issue/NAT issue, might be worth double checking if you haven't already the settings at: https://basichelp.sipgate.co.uk/hc/en-gb/articles/20...

In reply to a post by mikegg:

Just set up a N300A with a C430 phone on Sipgate. Works fine to make calls but my sipgate allocated number is 'dead' if you call it but bizarrely shows as a 'missed' call in my Sipgate account.

I have tried all the support fixes and now waiting for response to a support ticket but meanwhile any suggestions on what I could try ?

I have an app called "Grandstream Wave Lite" on my Android phone. It can connected to Sipagate both via my wifi and direct to Vodafone.

If the app does not work for you via your wifi maybe there is a problem with your router configuration.

Sipgate allow multiple connections to a single account and all the phones should ring when there is an incoming call.

In reply to a post by Michael_Chare:

I have an app called "Grandstream Wave Lite" on my Android phone. It can connected to Sipagate both via my wifi and direct to Vodafone.

If the app does not work for you via your wifi maybe there is a problem with your router configuration.

Installed Grandstream on my mobile, switched off 4G and called from the app. Same result - can make outgoing calls fine but 'dead' line when I try to call my number

Edited by mikegg (Mon 15-Nov-21 14:00:54)

Have you only just setup an account with Sipgate? I've noticed it can take a day or so before the new number is callable, i.e. the last time I set one up I could call via a landline, but via mobile it didn't work until the next day.

Set up about two weeks ago but only added credit yesterday

Should be working then.

You need to check your router. Things that can cause problems are a SIP ALG setting, try turning this off if you have that option on your router.

Not sure what options the N300A has but make sure you have port punching or keep alive turned on, or any setting that mentions NAT, as this is needed to keep a path open from your router back to the N300A so that incoming calls can get to it.

If you dial out, then immediately try dialling in, does it work then? Have you got the handset setup correctly to ring for that incoming line?

In reply to a post by mikegg:

In reply to a post by Michael_Chare:

I have an app called "Grandstream Wave Lite" on my Android phone. It can connected to Sipagate both via my wifi and direct to Vodafone.

If the app does not work for you via your wifi maybe there is a problem with your router configuration.

Installed Grandstream on my mobile, switched off 4G and called from the app. Same result - can make outgoing calls fine but 'dead' line when I try to call my number

If you switch of wifi and use 4G can you then receive calls?

In reply to a post by Michael_Chare:

If you switch of wifi and use 4G can you then receive calls?

With GS Wave running only on 4G from my mobile it will make calls via GS Wave but if I dial the 'Sipgate' number from another phone its still dead (but still shows as a Missed Call in my Event List !!)

In reply to a post by mikegg:

In reply to a post by Michael_Chare:

If you switch of wifi and use 4G can you then receive calls?

With GS Wave running only on 4G from my mobile it will make calls via GS Wave but if I dial the 'Sipgate' number from another phone its still dead (but still shows as a Missed Call in my Event List !!)

1. As you're experiencing the same symptoms on the home internet connection using either N300A or soft phone client then it generally clears the N300A.

2. Now as the soft phone is experiencing the same issues via home internet connection or 4G - I would say this points to some setting or other issue on your actual Sipgate account...

I'm now back at my desk and can look at my account. So just to quickly check a few basic things, can you please login to the Sipgate portal

A. From the left hand menu, under 'ROUTING' select 'Connections':

i) In the middle of that page ensure the slider labeled 'Turn Incoming Calls on/off' is blue - switched on. There ought to then be green coloured confirmatory text from their servers, at the far right hand side of that box. Ensure this text reads "Phone is online"
ii) In the 'Connection Settings' box ensure that any call forwarding is off (slider greyed out)

B. From the left hand menu, under 'ROUTING' select 'Phones':

i) Under the 'Device Settings' area check the setting for 'Do not Disturb' is off (greyed out)
ii) In the 'Registered devices' section, check the name, IP address and port has correct entries.

Edited by Pheasant (Mon 15-Nov-21 17:45:04)

Sorry there was a lot of editing on the post above as I looked through the various settings etc. Hopefully it all makes sense.

Why do we always assume the complex when its quite often the obvious !!!

My own fault - in setting it up I missed that Turn Incoming Calls On/Off was Off by default and assumed that as it said 'Phone is online' it was ok - I haven't looked at the Connections page since. I immediately went to an issue with Routers/N300 settings without double checking.

Thank you to everyone who responded and sorry for wasting your time ...

Edited by mikegg (Mon 15-Nov-21 18:14:13)

No worries. Keeps the grey matter fresh.

Hope it works well for you.