Can't Make Outgoing Calls

Welcome to the Freeola Internet customer support pages. This page is offered as a guide to help with troubleshooting Freeola Voice Home VoIP services on a Grandstream HT801 ATA device, specifically when outgoing calls cannot be made. For more internet help topics please visit our main Support Page.

Nearly everything in this list requires changes to your SIP equipment. The instructions within this guide will mainly focus on the Grandstream HT8x hardware that Freeola offer for sale, although the settings and options should appear within most SIP compatible devices.

Instructions on connecting to a Grandstream ATA can be found at the bottom of this article.

• Dial full number, including area code

• Changing Outgoing Call Registration

• Disabling SIP ALG

• Changing the Outbound Proxy

• Disabling MAP-T (Sky Broadband Customers)

Unlike 'traditional' landlines, the full telephone number you are dialling needs to be used. Specifically, local calls require the Area Code otherwise your call will not connect.

For example, even if your telephone number was in the 01376 area, you would still need to dial 01376 55 6060 when calling Freeola Support.

Grandstream HT8x

1. To start, log into the Grandstream as described below.

2. Once logged in, select the FXS Port option from the Top Navigation Menu.
   

3. On the page that loads, find Outgoing Call Without Registration and change this setting to the opposite of its current setting.
   
   If it is currently no, set to Yes, or change to No if already yes.
   
   

4. Now scroll to bottom of page and click Update, then Apply.

5. Test your changes by making a call.
   
   If you are still unable to make the call, reboot the ATA (by removing the power for 5-10 minutes) before trying again.

By default, some routers will have something called SIP ALG enabled which is designed to assist with VoIP services, but often hinders them instead. Turning off this feature can help with issues experienced when using a VoIP service.

TPLink Routers

1. In the address bar of your web browser enter the default IP address of the router, http://192.168.1.1.
   If you are unsure of where the address bar is on your software, the keyboard shortcut of Ctrl+L is widely used to highlight this field.

2. From the Top Navigation Menu select Advanced.
   
   Then NAT Forwarding from the left-hand side.
   

3. Click the ALG link then Untick Enable next to SIP ALG.
   

4. Click Save to save this change.
   
   The router may reboot at this point, if it does not, either use the Reboot option found at the top of the TPLink page or remove the power to the router for 5 minutes before restarting.
   

5. If this setting was the cause of your reported issue, you should now be able to make outgoing calls using Freeola Voice.

If you are having issues making outgoing calls it can sometimes help to change the Outbound Proxy setting within your SIP device.

Adding sip.voip123.co.uk into the Outbound Proxy field is the only change that you would need to make. If this information already exists in this field, testing with it removed would also be advisable.

Below, please find instructions on making this change within SIP hardware provided by Freeola.

• Grandstream HT801

• Zyxel VMG8623-T50B

Grandstream HT801

1. To start, log into the Grandstream as described below.

2. Once logged in, select the FXS Port option from the Top Navigation Menu.
   

3. On the page that loads, find the field titled Outbound Proxy and enter sip.voip123.co.uk within the space provided.
   

4. No further changes are required, so scroll to the bottom of the page and click Update then Apply.

5. Test your changes by making a call.
   
   If you are still unable to make the call, reboot the ATA (by removing the power for 5-10 minutes) before trying again.

Zyxel VMG8623-T50B

In order to configure your router you will need to be connected to it either wirelessly or via an Ethernet cable (a wired connection is recommended). Once connected, open your chosen internet browser (Firefox, Edge, Chrome, Safari etc.).

1. In the address bar of your web browser enter the default IP address of the router, http://192.168.1.1.
   
   If you are unsure of where the address bar is on your software, the keyboard shortcut of Ctrl+L is widely used to highlight this field.

2. You will now be prompted to log into your hardware. By default, the Username is admin and the Password will be printed on the back of the router. Click Login once entered.
   

3. Once you have logged in, select the Burger Menu (three horizontal lines) in the top right of the screen, now select Voip then SIP from the menu that appears.

4. On the new window click Modify next to your Freeola Voice service.

5. Next, scroll down to the field labelled Outbound Proxy Address.

6. In this field enter sip.voip123.co.uk, and set the Outbound Proxy Port to 5060 (if this is not entered already).
   

7. To save, scroll to the bottom of page and click OK.

8. Test your changes by trying to make a call.
   
   If you are still unable to make a call, reboot your router (using the menu option) or power down the router for 5 minutes before restarting the hardware and trying again.

If you are using a Sky internet connection, and are using their supplied router, you may find that you are unable to make calls through your Freeola Voice service.

This could be down to Sky using something called MAP-T and SIP ALG. While you cannot disable this setting within the Sky Router, you can request that Sky do this remotely.

1. Open Sky's VPN Configuration page (you will need to be logged into your Sky account to access this) or contact Sky directly for instructions on how to navigate to this page within your account with them.

2. Fill out the form, detailing that you wish to Disable MAP-T and SIP ALG for VoIP/Telephony purposes.

3. Allow them time to complete the request (They quote up to 48 hours at time of writing) before testing again.

4. If this setting was the cause of your issue, you should now be able to make calls using Freeola Voice going forward.

1. Before starting, you will need to establish the IP address of your device so that you can log in to the web configuration menu of the Grandstream. You can easily find this out by using the voice menu prompts.

2. Using a phone attached to the Grandstream, dial *** (Three Stars) on the keypad.

3. You should be prompted to "Enter the New Option", press * then * again and you should hear "IP Address". The IP address of your Grandstream (likely it will start 192.168.1.###) will now be read out - note this down.

4. From a web browser on a computer attached to the same network as the Grandstream device, enter in to the address bar http:// then the IP Address you've been given - for example, http://192.168.1.13.
   If you are unsure of where the address bar is on your software, the keyboard shortcut of Ctrl+L is widely used to highlight this field.

5. You should be prompted for Username and Password.
   
   If the Grandstream has been provided by Freeola, then these will be:

   • Username - admin.

   • Password - Your VoIP Password or admin.