SipCommonProblems

Version 14 (Adrian Georgescu, 05/26/2012 02:22 pm)

1 11 Adrian Georgescu
h1. Common Problems
2 1 Adrian Georgescu
3 1 Adrian Georgescu
This page lists frequently encountered problems and how to report or solve them.
4 1 Adrian Georgescu
5 1 Adrian Georgescu
6 11 Adrian Georgescu
h2. Device Configuration
7 11 Adrian Georgescu
8 11 Adrian Georgescu
9 1 Adrian Georgescu
There are thousands of SIP devices on the market, for how to configure them we advise you to consult the support forum of the device manufacturer. Do not open a ticket related to how a particular device is configured. 
10 1 Adrian Georgescu
11 11 Adrian Georgescu
Some people have contributed with their settings in [[SipDevices|here]]
12 6 Adrian Georgescu
13 6 Adrian Georgescu
14 11 Adrian Georgescu
h2. Registration Failures
15 11 Adrian Georgescu
16 11 Adrian Georgescu
17 6 Adrian Georgescu
You must check the log of your particular SIP device for the packets is sending out and is receiving back from the network to troubleshoot such problems.
18 1 Adrian Georgescu
19 1 Adrian Georgescu
20 10 Adrian Georgescu
h2. Session Failures
21 11 Adrian Georgescu
22 11 Adrian Georgescu
23 14 Adrian Georgescu
You can retrieve or check the log of SIP session from sip2sip servers. To report a problem about failed sessions, you must identify it and provide it together with your support request. Login using your SIP account credentials to the sip setting page "SIP account settings page":http://x.sip2sip.info?tab=calls. Go to History Tab. Each call has a Trace link, click on it to obtain the detailed logs of each call.
24 1 Adrian Georgescu
25 1 Adrian Georgescu
26 11 Adrian Georgescu
h2. PSTN Caller Id
27 11 Adrian Georgescu
28 11 Adrian Georgescu
29 1 Adrian Georgescu
You may request the assignment of a caller id for your outbound PSTN sessions by opening a ticket in the support system. You must already be the owner of that particular number. The number may not always be presented, this depends on the  behavior of the downstream PSTN gateways. 
30 1 Adrian Georgescu
31 1 Adrian Georgescu
32 11 Adrian Georgescu
h2. PSTN Quality
33 11 Adrian Georgescu
34 11 Adrian Georgescu
35 1 Adrian Georgescu
If you experience poor quality to PSTN destinations, we can report the problem to our upstream gateway providers. There is no guarantee that a PSTN termination problem will or can be solved but it helps us improve the service quality if we know when and what fails.
36 1 Adrian Georgescu
37 1 Adrian Georgescu
38 11 Adrian Georgescu
h2. Incorrect Rating
39 1 Adrian Georgescu
40 1 Adrian Georgescu
41 13 Adrian Georgescu
If you consider that you have been charged incorrectly for a PSTN outbound call you can request a refund. Please provide the session id when you open a ticket. You can locate the cost for each session and a link to the session details in the Credit tab of your "SIP account settings page":http://x.sip2sip.info?tab=credit.  
42 11 Adrian Georgescu
43 11 Adrian Georgescu
44 11 Adrian Georgescu
h2. Payments
45 11 Adrian Georgescu
46 11 Adrian Georgescu
47 1 Adrian Georgescu
For the payments you make with your credit card the following rules apply:
48 1 Adrian Georgescu
49 11 Adrian Georgescu
* We will refund your payments in the first 30 days without any question if you have not used the credit. If you have used partially your credit we wil refund the remaining balance and charge a 5 USD administration fee
50 11 Adrian Georgescu
* We can guarantee the deposits you make for a period of 90 days from the date of purchase