Can't receive calls (Your own broadband)
Guide reference: HG-0149
Quote this reference if you contact us about this guide.
Approx. 2 min read
Fix incoming calls. Turn off SIP ALG in your router if needed. C
Don't worry. With your own broadband, most phone problems are adapter cables, internet outages, or a router setting called SIP ALG.
Quick answer
Check call divert is off on your phone.
Steps for your own broadband
Check call divert is off on your phone.
Turn ringer volume up.
Turn off SIP ALG in your broadband router.
Restart the adapter and router, then test with an incoming call.
See Incoming calls not ringing (your own broadband) for SIP ALG steps.
What success looks like
Your home broadband is online, adapter lights are ready, and you can make and receive calls on your home number.
Common mistakes
- Plugging the phone into a wall socket instead of Phone1 on the adapter.
- Expecting Simple Telecoms to fix your broadband when only the phone service is with us.
- Leaving SIP ALG switched on in the broadband router.
Things to know
- See Digital home phone with your own broadband for full setup.
- See Phone not working with your own broadband for adapter faults.
- We do not supply or support your broadband router.
Still not working?
If you still cannot receive calls after these steps, report a fault online and say whether outgoing calls work.