Incoming calls not ringing (your own broadband)

Don't worry if callers say your phone never rang or calls went to voicemail. When you use your own broadband with our telephone adapter, a setting in your router is a common cause.

Quick answer

If outgoing calls work but incoming calls do not ring, check ringer and call divert first, then turn off SIP ALG in your own broadband router. We do not supply or configure your router on this service.

More detail

This guide is for customers who use their own broadband and a telephone adapter box from Simple Telecoms, not a router we supplied.

Your phone plugs into Phone1 on the adapter. The adapter connects to your router with a network cable.

We fix the phone service on the adapter. We do not support your broadband router or internet connection.

A common pattern is outgoing calls work fine, but incoming calls never ring or go straight to voicemail.

SIP ALG is a setting inside many broadband routers. It helps some internet phone apps, but it often blocks digital home phone calls on a telephone adapter.

When SIP ALG is switched on, incoming calls may not reach your adapter. Your internet may also drop out when a call arrives.

We switch SIP ALG off on routers we supply. On your own broadband, you or your broadband provider must turn it off.

We warn about this setting in quotes for this type of service.

Step-by-step checks

Confirm this guide applies to you. You use your own broadband router and a telephone adapter from Simple Telecoms, not a router we sent for the line.

You should have an adapter box connected by network cable to your router, with your phone on Phone1.
Ask someone to call your home number while you watch the phone and any caller display.

You should see whether the phone rings, shows a missed call, or stays silent while the caller hears ringing or voicemail.
Check call divert is off. See Call divert
Turn ringer volume up on every handset. See Phone not ringing if display flashes but there is no ring.
Check the network light on the telephone adapter is lit or flashing when your internet is working.

The adapter should show a network link to your router.
Restart the telephone adapter and your broadband router. Wait at least three minutes, then repeat the incoming test call.

Both boxes should be back online before you test again.
Log in to your broadband router settings or contact your broadband provider. Find SIP ALG, SIP Application Layer Gateway, or SIP helper. Switch it off.

SIP ALG should be disabled. Menu names differ by router brand.
Repeat the incoming test call after SIP ALG is off.

Your phone should ring when someone calls your home number.
If your internet drops out when a call arrives, note that when reporting. SIP ALG is a likely cause.

Common mistakes

Looking for SIP ALG on the telephone adapter. It is a setting in your broadband router, not on our adapter.
Asking Simple Telecoms to change settings on a router we did not supply.
Assuming the phone is broken when outgoing calls still work.
Leaving SIP ALG on because outbound calls seem fine.

Things to know

See How to connect your phone for adapter setup at Phone1.
See Can't receive calls for wider incoming fault checks on any service.
See Reset your phone equipment for a safe restart of the adapter.
Contact your broadband provider if you cannot find SIP ALG in the router menu.

Frequently asked questions

What is SIP ALG?

A setting in your broadband router that can block incoming digital phone calls. Turn it off when you use our telephone adapter with your own internet.

Who turns SIP ALG off?

You or your broadband provider. We cannot access your router on this service.

Outgoing works but incoming does not?

Often SIP ALG left on. Turn it off, reboot both boxes, and test again.

Does Simple Telecoms supply my router?

Not on this service. We supply the telephone adapter only.

Still not working?

If incoming calls still fail after SIP ALG is off and you have tried the steps above, report a fault online. Say that you use your own broadband and whether outgoing calls work.