Voicemail
*97
Dial *97 to quickly access your voicemail and listen to your messages.
Help and troubleshooting
VoIP technical support
Quickly resolve the most common issues with your VoIP line using simple, clear, proven steps.
How to access voicemail and manage call forwarding
Here are the quick codes to dial directly on your phone.
Enable call forwarding
*72
Dial *72, then enter the destination number to forward to.
Disable call forwarding
*73
Dial *73 to turn off call forwarding.
Having a problem? First steps to try before anything else
Start with these quick checks. They resolve most common issues.
1. Check your Internet
Make sure your router is online and no Internet outage has been reported in your area.
Test my connection2. Restart your devices
Power off your router and your VoIP phone/adapter for 30 seconds, then turn them back on starting with the router.
3. Contact our team
If the problem persists, we check your line and guide you step by step.
Reach usCommon issues and solutions
No dial tone
- • Check the power supply of the phone or adapter.
- • Check the network cable (Ethernet) or the Wi-Fi connection.
- • Restart the router and the VoIP equipment.
Choppy or cutting audio
- • Limit downloads or streaming during the call.
- • Move the phone closer to the router if you are on Wi-Fi.
- • Enable QoS on the router if available.
Unable to receive calls
- • Make sure "Do Not Disturb" mode is not enabled.
- • Place an outgoing test call to confirm the line status.
- • Contact support to check inbound call routing.
Poor audio quality
- • Run a latency and jitter test.
- • Use a wired connection for the VoIP equipment.
- • Restart the router periodically.
VoIP device setup (DIY)
If you use your own equipment, here are the settings required to configure it.
Server and Credentials
- Server: Provided by technical support
- Username: Provided by technical support
- Password: Provided by technical support
Connection and Security
- Port: 5060
- Protocol: TLS
- SRTP: Required
- Accept Incoming SIP from Proxy Only: Enabled (Yes)
Audio Codecs (Protocols)
Only the following protocols should be active:
- G711-ulaw (Priority)
- G722
Advanced options
- SUBSCRIBE for MWI: Enabled (Yes)
- BLF Call-pickup Prefix: *8
- Dialplan:
{ <:8339471145>611 | 911 | 1[2-9]xx[2-9]xxxxxx | [2-9]xx[2-9]xxxxxx | *xx }
Factory Reset Grandstream HT-801 and HT-801v2
If asked by technical support over the phone or by email, follow the instructions below to perform a factory reset of your Grandstream HT-801 or HT-801v2 VoIP adapter.
Step 1 — With the adapter powered on, unplug the blue Ethernet cable from the Internet port.
Step 2 — Locate the small pin-sized hole labelled Reset on the back of the adapter.
Step 3 — Insert a thin object (e.g. a paper clip), then press and hold the Reset button for about 7 seconds (you should hear a click at the start). When the 3 lights blink, release the Reset button.
Step 4 — Plug the blue Ethernet cable back into the Internet port. The 3 lights turn on briefly, then only the power light stays on.
Step 5 — Wait a few minutes for the 3 lights to come back on. Once all 3 lights are lit, your phone is ready to use.
Need immediate help?
Our team can review your situation and offer the fastest solution.