New VoIP Users:

If you see this error message displayed on a new VoIP phone then the this is a network issue – where the router is not providing your phone with a network connection.

You may try to make a call and get the engaged tone or just an error message 'Error in main IP account' your phone line will be 'offline' until this is resolved - please follow the steps below: 

1. Plug in a laptop into your router and see if you can log onto the internet i.e. log into the BBC news website which is:

If you are able to access the internet from your PC then simply do the following:

1. Unplug and re-boot your internet router and phones and wait at least 5 to 10 minutes before plugging back in.

2. The router and phone should then re-set and the phone should then pick up the internet connection from the router.

3. If the issue is still not resolved please let us know your public IP address - just type into a web browser 'What is my IP address?' this will then display your public IP address as this may have got blocked so we need to check.   

4. An IP address can become blocked if you are using an incorrect password for your VoIP line - check this inside the VoIP web interface to check that you have the correct password set up on your line inside the 'Authentication password' field  - you can find the password for your VoIP line by clicking here

5. A blocked IP address can happen if you had a VoIP line that has been ported out but the VoIP line profile is still active on the phone.   

This causes an issue as the VoIP line is trying to register and the password previously used for the line keeps failing because the line is no longer in the system and due to the failed password attempts the IP address is blocked.   

To resolve this you must remove the line profile from the phone by logging into the web interface - click here for more info. 

If you cannot access the internet through your PC please follow the steps below:

1. The issue is either your router blocking the network connection or there could be a problem on your broadband line.

2. Check your router is VoIP compatible it needs to be an ADSL router/modem - here are a list of compatible and incompatible routers:

Routers compatible for VoIP:

  • Technicolor TG582n PRO or the TG589n
  • ASUS DSL-N55U Dual-Band Wireless ADSL Modem Router - 600Mbps
  • Cisco RV042(G) / RV082 / RV016 / RV110W / RV180W / RV320
  • Cisco Integrated Services Routers (1900/2900/3900 series)
  • Draytek 2830 / 2820 series
  • ZyXEL range
  • Linksys by Cisco ADSL and cable routers

Routers that are not recommended for VoIP:

  • Virgin Super Hubs (stealth-update of the firmware by the ISP can break some settings) sometimes have to use bridge to get around it.
  • BT HomeHub (stealth-update of the firmware by the ISP can break some settings).
  • Sky routers - they are pre-configured hence why you cannot change settings for VoIP.
  • FritzBox
  • Belkin

The above incompatible routers do not allow for the disabling of SIP ALG which is essential for VoIP.

3. Please find out your VoIP IP Address and provide this to us so that we can check that this is not blocked.   Please also let us know your public IP address so we can check this. 

4. What is the local network set up?  For instance are you on a Dynamic IP address internally but a Static IP address externally?  Or are you on a Static IP address internally? 

5. Does your network use DHCP?  If using a Static IP address you will need your router to have DHCP enabled. 

6. Check your phone line configuration settings by logging into your phone via the web interface to check your IP address is set up on the correct IP address type - either Dynamic or Static.  (In most cases phones are configured for a Dynamic IP address). 

7. Check that your lines are still registered by going to Telephony - Connections via the phones web interface to make sure the line is registered.  

If it is not registered you may need to enter the VoIP line configuration settings again - in particular the Authentication Password (secret number) and Username (extension number) to register the line.

8. If the issue is still occurring this could be a firewall issue with your router blocking VoIP traffic - please check to see if you can disable the SIP ALG setting on your router.

9. If you are unable to disable the SIP ALG setting on your router then setting up a STUN server may help to get around SIP ALG and firewall issues. 

10. Please also make sure that ports 5060 and 5065 are open on your router.

Existing VoIP Users: 

If you are an existing VoIP user with an existing phone which displays the error message 'Error in main IP account configuration' then this is likely to be caused by a phone line configuration issue such as: 

1. Your public IP address has become blocked - due to an incorrect username or authentication password having been entered into your phone line configuration settings which can be accessed via your phones web interface. 

2. As a result you will need to let us know your public IP address by typing into a web browser 'What is my IP address?' and sending this to our Support Helpdesk so that we can unblock this for you (if it has become blocked) 

3. You will then need to then login to your phones web interface to check the line configuration settings and make sure that you have your line correctly set up with the correct username (extension number) and authentication password (secret number) entered for your VoIP line which should then successfully register your phone. 

4. Once the phone is successfully registered the error message will be gone and you will see inside the Phone Line summary page that your phone line is back 'online' again. 

If you are have any questions or for assistance please contact our Support Helpdesk for assistance.