Fault & Support FAQs

I can’t make or receive calls from my IP Phone.

This usually means your phone can’t see the internet and so would suggest a problem with the router or the phone. The easiest method is to reboot the phone. Remove the power for 30 seconds and then replace. If you are using PoE you will not have a power lead, so you will need to remove the cat5 cable placed in the lan socket at the back of the phone, and then replace in 30 seconds

I have rebooted my IP Phone but I still can’t make or receive calls.

If the phone still can’t see the Internet then a reboot of the router may be needed.

I have rebooted my IP Phone but I still can’t make or receive calls.

If the phone still can’t see the Internet then a reboot of the router may be needed.

Please note the method for rebooting the router will depend on your setup:

• You have 2 broadband lines supplied by us along with 2 routers and a network switch: Please reboot the voice router, this will always be connected to the network switch via cat5 cable in port 1 of the switch (top left port). To Reboot router, simply remove the power for 30 seconds and then replace.
• You have 1 broadband line supplied by us for your voice network with router: Please reboot router, simply remove the power for 30 seconds and then replace.
• You are using your existing routers and network equipment: Please consult with your IT department.

I want to transfer my broadband services to Yoozoom, Will I be able to keep my existing email address?

The answer to this will in most cases is yes, but does depend on your current setup. Listed below are the 3 most common email setups:

• You have an email account with existing domain hosting service (ie yourname@yourcompanyname.co.uk): In this case you can keep your existing email address and should not need to change anything.
• You have an email account with your current ISP (ie yourname@yourisp.co.uk): You will need to check with your current ISP to see if they will allow you to keep your email address live whilst not using their other services. Again in most cases, this will not be a problem.
• Your emails are hosted onsite through an Exchange Server: You will need to speak with your IT department as our broadband service will have a different IP address to your current service, and so will need your domain repointing at the new ip address which the server will be using. This is a standard procedure and should not offer you any problems.

I am not able to make or receive calls on my land line. (Non Hosted PBX)

This could be due to a fault on the line or on the equipment. Please do the following diagnostic check

• Check if the phone is plugged into the socket.
• Check if you are getting a dial tone.
• Check if the power supply is on, or if the phone is connected to one.
• What happens when you call the number?
• Where possible, swap the handset to eliminate faulty equipment.

If still not able to make or receive call, please report the fault by calling on 0113 887 8040 (24/7/365). All faults are dealt in line with standard Openreach lead times. Yoozoom monitors and liaises with Openreach through its direct portal to ensure minimal down time. We provide a 24hrs fault service on the above number

Are you IPv6 ready?

Yes. We also offer IPv6 readiness consulting

What is the bandwidth requirement of a standard two-party VoIP voice call?

80kbps

What is the bandwidth requirement of a standard two-way VoIP video call?

Depending on the equipment used it can go from 256kbps to 1000kbps upload. As we use HD voice, we recommend 1000kbps for best quality service.

Is there any warranty on the equipment?

Yes most products are covered under the manufactures warranty usually up to one year after purchase.