Troubleshooting

» General
» Voice Box 1
» Voice Box 3102
» Voice Box 3
» Internet Phone 121
» Internet Phone 221
» Netgear Voice Adaptor
» Linksys Router
» Softphone
» USB Phone
» Broadband
» Landline

General

Who do I call for support?

For account, billing or service enquiries please contact us on 1300 305 000.

Any queries relating to device set-up, installation, and routing functionality you will need to contact the manufacturer of your specific device. Their contact details should be found on the product packaging or in the installation guide.

How do I report a service problem?

Before you contact customer service, please run this VoIP test. Select Sydney from the Call Destinations menu and your test should begin automatically. If you receive a score lower than 4.0, please select detailed results and email the result to feedback@engin.com.au.

Please include your account number with any correspondence sent.

Note: This link is independent, is not associated with Engin and is provided as a courtesy. We cannot guarantee the accuracy of results or compatibility with your computer system).

If you have a firewall on your computer, please disable this firewall temporarily whilst running the test. Once we have reviewed these results, we will contact you to discuss potential solutions to the issues you are experiencing.

You can e-mail us at feedback@engin.com.au or call us on 1300 305 000. If you need to report a technical problem affecting your telephone service, please include the time and date of the problem, along with a brief description.

I have forgotten my password, what do I do?
Please call one of our friendly customer service operators on 1300 305 000.
What do I do if I have a fast busy tone on outbound calls?

To resolve this issue, try carrying out the below processes:

  • When dialling the number make sure you are dialling all digits (i.e. 61-Area Code-02-1234).
  • Try rebooting your home network. (Power down router/switch; Cable Modem; and Engin Voice Box and power back on)
  • Make sure that phone was hung up properly.
My Phone does not ring, I cannot receive incoming calls, what do I do?

To resolve this issue, try carrying out the below processes:

  • Check to make sure the phone is plugged into the Voice Box's 'PHONE 1' port
  • Check phone has dial tone, if not see no dial tone troubleshooting.
  • Make sure that your PC or laptop can connect to the Internet.
  • Make sure the ringer on your phone is set to the proper volume.
  • Check to make sure your ringer on your phone is on.
  • Try rebooting your home network. (Power down router/switch; Cable Modem; and Engin Voice Box and power back on)
What do I do if callers do not hear me while I am talking?
High internet usage on your personal computer while talking on your phone may impact your calls. Do not send email or upload any files while on the phone.
When I dial my number, I receive an operator message stating 'the number youve reached is not in service', what should I do?
Please report this problem to customer service on 1300 305 000. This will need to be looked into by our Systems department.
What do I do if I am hearing static on my line?

To resolve this issue, try carrying out the below processes:

  • Verify the cord from your phone to the Engin Voice Box is securely plugged in and not damaged.
  • Try rebooting your home network. (Power down router/switch; Cable Modem; and Engin Voice Box and power back on)
  • Limit downloading or uploading on your personal computer.
  • Some services can benefit from the use of filters on the telephone line to reduce static. Please contact customer service on 1300 305 000 for further information.
What do I do if conversations sound choppy?

To resolve this issue, try carrying out the below processes:

  • Verify the cord from your phone to the Engin Voice Box is securely plugged in and not damaged.
  • Limit downloading or uploading on your personal computer.
What do I do if there is a power outage and now my phone is not working?
If your equipment is not plugged into a power surge protector, you may have to reboot the router or the Engin Voice Box. Reboot the router by unplugging the power adapter from the outlet. This will reset the device and your PC.
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Voice Box 1

How do I reboot my Voice Box 1?

Please follow the procedure listed below:

  1. Turn off power to your Engin Voice Box and unplug the power cable.
  2. Remove all cables from your Engin Voice Box including telephone and modem cables.
  3. Wait 30 seconds.
  4. Reconnect cable from modem.
  5. Plug in the power cable for the Voice Box and turn on power.
  6. Wait at least two minutes.
  7. Pick up the telephone receiver and listen for a dial tone.
What do I do if there is no dial tone?

Please follow the procedure listed below

  1. Check to make sure the phone is plugged into the Voice Box 'PHONE 1' port
  2. If you are using a cordless telephone, it may not have a normal analogue dial tone, it is more of a buzz.
  3. Check to make sure the Ethernet link light on the back of the Engin Voice Box next to the 'LAN' port is green and blinking.
  4. If you do not get a dial tone, try rebooting your home network. (Power down router/switch; Cable Modem; and Engin Voice Box and power back on)
  5. Check all connections and that internet service is available.
  6. If this fails please contact our customer service centre on 1300 305 000.
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Voice Box 3102

What do I do if I have no dial tone?

If you have no dial tone, you should try any of the following

  • If you have purchased your Voice Box 3102 from a dealer or retail store please make sure you have created an account with Engin. If you have not created an account with Engin please go to engin.com.au and select Join Now to create an Engin account.
  • If you have already created an Engin account, please make sure that you have activated your account through the activation email that is sent to your email address.
  • Check that you have an internet connection. If you have no Internet connection please power down and power up (i.e. switch your device on and off) your modem/router.
  • Power down then power up you're Voice Box 3102
Troubleshooting Guide

Please refer to the Voice Box 3102 Troubleshooting Guide for help.

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Voice Box 3

What do I do if I have no Engin dial tone?

If you have no Engin dial tone, you should try the following:

  • Ensure that you have Internet access by opening a web page. If you don't have Internet access then please refer to the list of steps in the question below.
  • If you have purchased your Voice Box 3 from a dealer or retail store please make sure you have created an account with Engin. If you have not created an account with Engin please go to Engin.com.au and select Join Now to create an Engin account.
  • If you have already created an Engin account, please make sure that you have activated your account through the activation email that is sent to your email address.
  • Turn your device off and on by disconnecting the power cord. Wait 2-3 minutes for your device to reconfigure.
I have lost Internet access on my Voice Box 3, what should I do?

If you cannot get any Internet access through your Voice Box 3 you should try the following:

  • Turn your device off and on by disconnecting the power cord. Wait 2-3 minutes for your device to reconfigure.
  • Check with your ISP that there is not a problem at their end.
  • Call Netgear support on 1800 787 638.
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Internet Phone 121

What do I do if I have no dial tone on my Internet Phone 121?

If you have no dial tone, you should try the following:

  • Check that you have an Internet connection. If you have no Internet connection your LCD screen will display VoIP down
  • Power down then power up your device
  • If you have purchased your Engin Internet Phone from a dealer or retail store please make sure you have created an account with Engin. If you have not created an account with Engin please go to engin.com.au and select Join Now to create an Engin account.
  • If you have already created an Engin account, please make sure that you have activated your account through the activation email that is sent to your email address.
I have an engaged tone and the In Use light on the base station will not turn off, what do I do?
Unplug the telephone Line cable until you hear the base station beep and the In Use light turn off (should take 5-30 seconds). Reconnect the line cable.

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Internet Phone 221

What do I do if I have no dial tone?

If you have no dial tone, you should try the following

  1. If you have purchased your Engin Internet Phone from a dealer or retail store please make sure you have created an account with Engin. If you have not created an account with Engin please go to engin.com.au and select Join Now to create an Engin account.
  2. If you have already created an Engin account, please make sure that you have activated your account through the activation email that is sent to your email address.
  3. Check that you have an internet connection. If you have no Internet connection the Engin ready light on the base unit will not be displayed lit.
  4. Power down then power up your device (i.e. switch your device on and off).
  5. Remove the Line cord for 30 seconds then plug back in.
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Netgear Voice Adaptor

Who do I contact for support with my Netgear Voice Adaptor?

If it is a query relating to account, billing or your service you will need to contact Engin customer service on 1300 305 000.

Any queries relating to device set-up, installation, and routing functionality you will need to contact Netgear service support on 1800 787 638.

What do I do if I have no dial tone?

If you have no dial tone:

  1. Check to make sure that your Netgear Voice Adaptor is plugged in correctly and the power is turned on.
  2. Check that you can connect to the internet
  3. If you cannot connect to the internet you will need to contact your ISP or Netgear on 1800 787 638.
  4. If you can connect to the internet yet still have no dial tone, check that you have registered your device on the Engin website.
  5. If you have registered your device and you can also access web pages yet still do not have a dial tone then you will need to contact Engin on 1300 305 000.
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Linksys Router

What do I do if I have no dial tone?

If you have no dial tone:

  1. Check to make sure that your Linksys Router is plugged in correctly and the power is turned on.
  2. Check that you can connect to the Internet
  3. If you cannot connect to the Internet you will need to contact your ISP or Linksys on 1800 208 229.
  4. If you can connect to the Internet yet still have no dial tone, check that you have registered your device on the Engin website.
  5. If you have already registered your device and you still have no dial tone try rebooting your device (instructions following).
  6. If everything above fails then please contact Engin on 1300 305 000.
How do I reboot my Linksys Router?
  1. Unplug the power cable from the back of your modem.
  2. If you have a router, unplug its power cable.
  3. Unplug the power cable from the back of the Linksys Router.
  4. Wait at least 2 minutes or follow the modems manufacturer's instructions.
  5. Plug in your modems power cable and wait for it to start up completely before continuing.
  6. If you have a router, plug the power cable back in and wait for it to start up completely before continuing.
  7. Plug in the power cable for the Linksys Router.
  8. Wait at least 3 minutes.
  9. Reboot your computer and check to make sure that you have an Internet connection.
  10. Pick up the telephone receiver and listen for a dial tone.
Who do I contact for support with my Linksys Router?

If it is a query relating to billing or your service you will need to contact Engin.

Any queries relating to device set-up, installation, and routing functionality will need to contact Linksys service support on 1800208229.

How do I reset my Linksys Router?
You will need to hold down the reset button for 10 seconds. This will restore the routers default factory settings. The reset button is located at the back of the router next to the power supply cord.
If I need to reset my Linksys Router, does that mean that my Engin voice settings will be reset?
No, resetting your broadband router will only reset routing functionality such as the settings that allow you to connect to the Internet (including QoS settings). Your Engin Voice settings will remain unaffected after a reset.
My Linksys Router is not responding to any command, what should I do?
You will need to hold down the reset button for 10 seconds. This will restore the routers default factory settings. The reset button is located at the back of the router next to the power supply cord.
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Softphone

I have forgotten my password, what do I do?
Please call one of our friendly customer service operators on 1300 305 000.
How do I improve the sound quality on my Softphone?

To improve sound quality, try one or more of the following:

  • Run the Audio Tuning Wizard
  • Adjust the microphone and speaker sliders
  • Try a different headset
  • Try adjusting the microphone level in your Windows Audio Controls
  • Check your network/ISP performance
  • Remove any possible threats on your computer such as spyware or viruses. These can use up unnecessary system resources and allow unauthorised users to access your computer. Engin recommends that you scan and update both your spyware definitions and virus definitions every week.
Why does my Softphone not work?
Various hardware, software and network settings may affect your Softphone. Hardware that is essential includes soundcard and audio equipment. Software, in particular security programs may restrict the Softphone from working on your PC or Laptop. Network restriction imposed by your network administrator may also cause the Softphone not to work.
During a typical call I experience silence on my side. Is there anything I can do?

You will need to change the settings on your Softphone by following the below instructions:

Select: Menu -> Advanced System Settings -> Audio Settings -> Silence Settings -> Transmit Silence. If "No" is selected then try changing this to "Yes". You will need to do this every time you login to the Softphone.

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USB Phone

The keypad on my USB phone will not work, what do I do?
  • Check your computer is switched on
  • Ensure that you have loaded the drivers onto your PC from the CD provided.
  • Close down the Softphone by right clicking on the Softphone icon in the menu bar. Re-open the Softphone.
  • Run the audio tuning wizard by right clicking on Softphone and select USB Audio Device from the drop down menu.
  • Uninstall any previous Softphone programs and drivers.
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Broadband

My ADSL has stopped working, how can I find out what's wrong?
Please try some basic trouble shooting as outlined in this section.
Reboot your ADSL modem.
Wait about 1 minute, Is the DSL light on you modem illuminated?
Check that your user name and password are correct.
Check that your ADSL modem is connected correctly and that you don’t have any unfiltered phones as this can cause issues with your ADSL connection.
If no connection is obtained after the above steps is your issue listed below in the following troubleshooting? If not please call engin on 1300 305 000
I have no DSL light on my modem (no line synchronisation), what can I do?
Check all devices are filtered and filters are attached correctly. Also ensure no filter is attached to modem.
Power Cycle modem.
If issue still persists perform isolation test. Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Just plug in your modem with no filters or phones.
Also ensure you have the modem plugged into the broadband enabled phone line.
If No line Synchronisation is obtained after the above steps please call engin on 1300 305 000
My modems status light is not stable, it Times out, what can I do?
Check your Modem Manual to determine what the normal behaviour of the status light should be. If this is not what you are experiencing, then:
Pull the Power out of your modem for 30 seconds and restart your PC.
Check phone cable works by trying it on a standard phone.
Re-plug phone cable to modem and check all devices are filtered and filters are attached correctly. Also ensure no filter is attached to modem.
If issue still persists perform isolation test. Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Just plug in your modem with no filters or phones.
Test on various phone ports while isolated, if status returns on any Port the problem is due to internal wiring.
If issue is not resolved a factory reset on your modem and a firmware upgrade are advisable, please contact your modem manufacturer on how to do this.
If modem status light is still unstable after the above steps please call engin on 1300 305 000
I can connect successfully but intermittently I lose connection what should I do?
This could be a software issue on your PC. Please confirm if there is loss of any lights on the broadband modem during the dropouts.
Remove phone cable from modem and check phone line for static or interference. If getting audible interference refer to the telephony troubleshooting, I have Noise Tones On my phone Line?
If you are connecting to your modem wirelessly, try connectig directly via ethernet.
If issue still persists perform isolation test. Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Just plug in your modem with no filters or phones.
Also ensure you have the modem plugged into the broadband enabled phone line.
If No line Synchronisation is obtained after the above steps please call engin on 1300 305 000
I am not getting a connection to my modem (no USB/Ethernet connection)?
Try replacing the cable between the modem and the computer, try rebooting your computer and if issue is not resolved, a factory reset on your modem and a firmware upgrade are advisable, please contact your modem manufacturer on how to do this.
I get Noise on my phone whilst my Broadband modem is connected?
Check that the approved broadband inline filters are attached correctly to each piece of telephony equipment in the premises.
Remove all telephony devices from the phone line apart from 1 standard phone. Is there still noise?
Attempt to Double filter the single standard phone (piggy back filters). Replace handset with another handset if available.
If connection is still noisy after the above steps please call engin on 1300 305 000
Why does my ADSL drop out when the phone rings?
Check that all of your phones are attached to ADSL filters and/or on the correct plug of an ADSL filter/splitter. ,br />
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Landline

I have Noise Tones On my phone Line?
Perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
I can hear another conversation whilst I am on a call, but they can/can’t hear me. I have Cross Talk on my phone line?
Perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
I have Faint / low volume Voice Transmission on my phone line?
Turn handset volume up on your phone, check handset manufacturer manual to see if this feature available on your handset. If this doesn’t improve the issue, perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
I dial a number and it doesn’t connect to the expected phone number, It ends up at a totally different service number / Wrong Number Switching?
Please obtain at least three examples (number dialled, date and time of calls) then call us on 1300 305 000
I keep getting calls for people dialling another number not mine. They are trying to contact totally different phone number / Wrong Number terminating?
Please obtain at least three examples (number dialled, date and time of calls) then call us on 1300 305 000
I get Echo on my phone line?
Perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
I can hear people on a phone call but they can’t hear me (One Way Speech)?
Perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
People are calling me but my phone isn’t Ringing (Not Receiving Ring) but I have dial tone?
Perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
I have No Dial Tone?
Perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
My calls are Cutting off whilst Speaking with some one, even though no one hangs up (Calls dropping out)?
Perform an Isolation test on your phone line by doing the following steps Unplug everything from the phone line
  • Standard Wired Phones
  • Cordless phone base stations
  • Filters (broadband filters)
  • Faxes
  • Double Adaptors
  • Extension Cables
Plug in one standard Phone. If possible test this standard phone on another phone line, or try the isolation test again with a second phone. Is the issue still there? If the issue is still there Please call us on 1300 305 000 If not there is something in your home affecting your PSTN service try plugging each device in one at a time until the fault returns. NOTE: If the noise on your line is high pitched please remove all equipment from your line and call us on 1300 305 000.
I have dial tone but calls I try to make fail to a Recorded Voice Announcements (RVAs), or people trying to call me are failing to a RVA?
Please note down full wording of RVA including trailer code, also obtain at least three examples (date and time of calls) then call us on 1300 305 000.
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