Troubleshooting Guides
Recommended Internet and Network Settings
Overview For optimal performance and reliability with Primevox services, certain internet and network configurations must be applied to your firewall, router, and other network equipment. These settings ensure stable SIP registration, consistent call ...
My Phone Says "No Service"
Overview Depending on whether you are a new customer or an existing customer, the following are some troubleshooting steps that you can perform prior to reaching out for technical support. New Customers 1. Check that your phone is hooked up properly, ...
My Phone Number Shows up as "Spam Risk"
Overview There are multiple factors that determine whether an incoming call would be labeled “Spam Likely” or “Spam Risk”. Many of these factors are controlled by regulatory agencies and not by PrimeVOX directly. Customers Still Switching to Primevox ...
How Do I Reboot or Reset My Phone?
Why Do I Need To Reboot My Phone? In most cases, turning a phone off and back on again (rebooting) is all it takes to fix common issues. However, there are occasional instances where a factory reset is required instead. Cases when a phone reboot ...
Non-Approved Routers and Modems
Overview This is an ongoing list of routers/modems known for their lack of VoIP reliability. If you would like to see a list of approved routers, please view the article called "Approved Routers / Quality of Service". Cisco RV Series These are not ...
Diagnosing Bad Call Quality
Our servers are housed in datacenters guaranteed for 24x7 uptime. Our servers have direct, dedicated, fiber-optic connections to multiple carriers in each datacenter. Our carriers and PrimeVOX are constantly monitoring the equipment and connections ...
Approved Routers / QoS Settings
Overview The following Quality of Service values are used with all phones registered to the Primevox infrastructure. All router models by these manufacturers are supported by our VoIP services. SIP Signaling: 26 / AF31 / 0x68 (UDP or TCP) RTP Audio: ...
Understanding Caller ID
How is Caller ID Determined? Caller ID is updated by telephone service providers and maintained by third-party CNAM (Calling NAMe) database providers. Unfortunately, there is no standard or governing body regulating these CNAM providers, so Caller ID ...
My Phone did not update to Daylight Savings Time
IP Phone Time Update After Daylight Savings Some models of IP phones may not automatically update their time settings after a Daylight Savings Time (DST) change. If you notice incorrect time displays on your devices, you may need to manually trigger ...