Troubleshooting
The following tips will help you to troubleshoot any potential concerns you run into during and after installation of your new DexterVOIP Service.
Installation Problems |
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Quality of Service Concerns |
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Installation Problems
I've followed the instructions but my Voice/VoIP light is not lit.
In order to make calls the *Voice/VoIP light on your gizmo needs to be lit. This indicates the gizmo is connected and registered to the Internet.
If this is your initial install:
- Check that all the cables are properly connected.
- Confirm the power light on the gizmo is lit. If not, check the power connection.
- Confirm that the provided Ethernet cable is connected between the DSL/Cable modem and to the WAN port on the gizmo.
- Power OFF/ON the DSL or Cable modem. Make sure the gizmo is ON and connected to the modem when you power-cycle the modem. Leave your DSL or Cable modem powered off for at least 5 minutes.
- Power OFF/ON the gizmo. It may take up to 5 to 7 minutes for the Voice/VoIP light to turn on.
If the *Voice/VoIP light is still not lit after following the steps above please contact Member Services.
My Voice/VoIP light was lit at one time, but now it is no longer lit.
- Check that all the cables are properly connected.
- Confirm the power light on the gizmo is lit. If not, check the power connection.
- Confirm that the provided Ethernet cable is connected between the DSL/Cable modem and to the WAN port on the gizmo.
- Unplug the gizmo and leave it unplugged for 1 minute (Note: It can take up to 3 times of powering OFF/ON the gizmo to get a *Voice/VoIP light.)
- If this is not your initial install and your gizmo *Voice/VoIP light was lit previously, wait time for the gizmo light to come on should be under one minute.
If the *Voice/VoIP light is still not lit after following the steps above please contact Member Services.
I do not have dial tone.
- Check the front of the gizmo and confirm the voice light is lit. If the voice light is not lit, refer to the steps above.
- Check to make sure your telephone is plugged into the gizmo's Phone 1 port. Note: The Phone 2 port is not available at this time.
- If you are using a new cordless phone, make sure it is fully charged.
I get a dial tone, but when I try to place a call I only hear silence.
The gizmo may generate a dial tone even when the unit is not connected to the Internet. If your unit is not connecting properly to the Internet, you will only hear silence when you try to place a call. Please check the following to isolate the problem:
- Check the front of the gizmo and confirm the voice light is lit. If the voice light is not lit, refer to the steps above.
- If the Voice/VoIP light is lit and you have dialed correctly, you may have reached a busy network. Wait a minute or two and try your call again.
I am all set up, but I am unable to receive inbound calls.
Outbound calling is activated as soon the gizmo is connected. However, inbound calling and Emergency Dialing may take up to 10 business days from your sign up date to be activated. If you still are unable to receive inbound calls after 10 business days from the date you signed up please contact Member Services.
My high-speed connection uses a USB port, not an Ethernet port.
The DexterVOIP gizmo only supports an Ethernet connection. If your computer does not have an Ethernet card, you can purchase a USB to Ethernet converter to connect your computer to the gizmo, and ultimately the Internet.
I need to connect using a Static IP Address.
If you have a Static IP address, you will need to configure the gizmo.
- Plug an Ethernet cable into the port labeled LAN on the back of the gizmo and connect the other end of the cable into the Ethernet port on your computer.
- Open your web browser and type 192.168.251.1 in the address field. This allows you to access the configuration settings on the gizmo.
- Enter the password: welcome (lower case).
- Select the WAN Settings option.
- Select the Specify Fix WAN Configuration option, and enter your Static IP information.
- Click Save WAN Settings.
- Reset the gizmo by selecting Reset on the left column of the screen. The Reset page will appear.
Power on and click the Reset button. The gizmo will reboot with the new settings.
My gizmo is making a loud buzzing noise.
Check to make sure you are using the power source that was supplied with your gizmo. Using the incorrect power supply may damage your gizmo and may also cause the loud noise you are hearing. If you have this issue, you may need to request a replacement gizmo by calling Member Services.
Quality of Service Concerns
If the sound quality of your DexterVOIP Service is not acceptable, these tips may help resolve issues like choppy connection, dropped calls, echo, and static on the line. Please know that every household set-up is slightly different and some external environments may impact the quality of your service.
I have a choppy connection, dropped calls, echo, and/or static.
- Are you using a cordless digital phone system?
Quality problems, especially echo, are frequently caused acoustically when the phone receiver picks up the sounds coming from the phone's speaker. Try turning down the volume on your phone and test to see if this resolves the issue. You also may want to try plugging in a standard phone or one of a different frequency to determine if the type of phone you are using is causing problems.
- Is your gizmo positioned close to other electronics that may cause interference?
Try isolating the gizmo from all electronic devices and move the gizmo away from your modem, your computer, and other network devices (you may need longer cables.)
- Do you have the gizmo connected to the inside wiring of your house?
If you do have the gizmo connected to the inside wiring in your home, please disconnect your inside wiring from the gizmo and connect a single corded phone directly into the Phone 1 port of the gizmo and try placing a call. If you no longer hear the problem, then the issue may have been with your inside wiring. Try using a cordless expandable phone system throughout your home instead of your inside wiring or contact a technician.
- Do you have a router?
If you are using a wireless router, unplug the router and connect your gizmo directly into your modem. Test your DexterVOIP service again to find out if your wireless router is causing interference with the gizmo.
- Is your Broadband connection fast enough?
Inefficient broadband is often the cause of service issues. You may test your broadband speed using DexterMO Internet's Speed Test. Run the test a few times to be sure that the results are accurate. If your quality of service appears to be worse at a certain time of day, run the speed test during that time. Do not run the test while using the DexterVOIP service, nor while running any bandwidth-intensive application. Be sure to note the results. If any of the speeds are outside the recommended ranges, then your high-speed connection may be causing the problem with your DexterVOIP service. Usually this can be resolved by contacting your Internet Service Provider.
I am not getting an Internet Connection.
If your gizmo appears to be working fine, and you have a Voice/VoIP light, but your Internet connection is down, try these steps.
- Make sure there is a regular, straight-through Ethernet cable running from the LAN of the gizmo to the router or PC.
- Make sure the connection is secure by disconnecting both ends and reconnecting it until you hear and feel a "click".
Note: If the Gizmo thinks there is a physical connection present, it will make the LAN light glow. Check for the LAN light at this point. - If the LAN port is connected to a PC, restart the computer.
- If the LAN port is connected to a router, power cycle the router, then restart the computer.
- If the Internet still is not working after you have followed these steps, please call DexterVOIP Member Services so that we may help you further.
If the *Voice/VoIP light is still not lit after following the steps above please contact Member Services.
I am experiencing a slow Internet Connection.
If your gizmo appears to be working fine, and you have a Voice/VoIP light, but your Internet connection is much slower than before installing Dexter VOIP try running DexterMO Internet's Speed Test. Run the test a few times to be sure that the results are accurate. If your quality of service appears to be worse at a certain time of day, run the speed test during that time. Do not run the test while using the DexterVOIP service, nor while running any bandwidth-intensive application. Be sure to note the results. If any of the speeds are outside the recommended ranges, then your high-speed connection may be causing the problem with your DexterVOIP service. Usually this can be resolved by contacting your Internet Service Provider.
