Technical FAQ Internet Phone Adapter

If you're looking for the general F.A.Q. click here

1. What do the different lights on the top of the IPA1000 mean?

When the power is first connected to the IPA, the light will blink RED to indicate that the IPA is in the process of starting up. During this time the IPA will not respond.

If the IPA light flashed RED quickly, this indicates that an update or new setup information is being downloaded. This could take from 30 seconds to 5 minutes to complete.

If the IPA light flashes ORANGE this indicates that the IPA cannot connect to the Tesco Internet Phone network. This may happen if your IPA cannot access the Internet or there is a problem with the network.

If the IPA light shows as solid GREEN, this indicates that the IPA is online and able to make calls.

The IPA light flashes GREEN to indicate you have lifted the telephone handset and are in a call, or navigating the IPA voice menu.

2. I can't make or receive calls, or my IPA gets stuck flashing either RED or ORANGE

This could mean that your broadband modem, router or firewall device is blocking the IPA’s access to the Tesco Internet Phone network. To resolve this, you will need to open the appropriate ports on your modem, router or firewall. The IPA requires that port 4569 UDP and TCP be open for incoming and outgoing traffic. Please see the user manual for your modem, router or firewall for more information on how to open ports.

If you have connected the IPA in an office or corporate environment, please contact your Network Administrator.

3. No lights come on when I plug the IPA in

Ensure that the power is switched on at the socket and that the socket is providing power. Unplug and replug the power adapter for the IPA to ensure the plug is connected firmly. If the IPA still does not start please call the contact centre for further instructions.

4. The light on the IPA will not stop flashing red

If the red light is flashing rapidly, the IPA is updating. Do not disconnect the power or reset the IPA. This process may take a few minutes and it will reload itself automatically.

If the light flashes red slowly, unplug and replug the power adapter for the IPA to reload the system.

If there is a dial tone, try a full reset as described in question 12.

Your IPA may not be able to access the Internet. Ensure it is not being blocked by a router or firewall. If your IPA is connected in an office or corporate environment, please see your Network Administrator.

5. The light constantly flashes orange

The IPA could not log in to the calling server. Ensure that if you have a firewall running that UDP and TCP port 4569 has been allowed. Please contact your network administrator for more information.

6. The light constantly flashes green

• The phone is currently off the hook. If you are not making a call, replace the phone handset back into the receiver and the light will return to solid green.
• If using a headset, unplug and replug its connector.

7. No incoming calls are received or the IPA1000 does not ring for new calls

• Ensure that if you have a firewall running that UDP and TCP port 4569 has been allowed for the IPA.
• Ensure that you have no more than two telephone devices connected to the IPA and that there is no more than 25 metres of cable between the IPA and the telephone devices.

8. How do I find out the Internet Protocol ('IP') Address of my IPA?

Pick up the telephone receiver on the phone connected to the IPA, and dial '* * *' to hear the IPA read back the IP address that you have configured.

9. How can I access the Administration Pages of my IPA?

Firstly you must obtain the IP address of your IPA as described in question 8. Once you have done this open an internet browser window and type in the IP address given above. The format will be http://x.x.x.x (e.g. http://192.168.0.4). You will then be prompted to type in a user name and password. The default values are 'admin' (lower case, do not include quotations) for both fields. If you have already provisioned your IPA, the password will be the same as your Tesco Internet Phone password, while the login remains 'admin'.

10. My IPA did not get assigned an IP Address, or I do not have DHCP on my network. What do I do?

If the IP is 0.0.0.0, your IPA does not have a valid IP address. In this case you need to:

• Hang up the handset, unplug and reconnect your IPA power pack.
• Wait two minutes, and check the IP again by following the instructions in question 8.
• If you still get 0.0.0.0, there can be three reasons for this:
  • Your DHCP Server is not assigning an IP address to the IPA (in which case you should contact your network administrator or ISP for assistance).
  • Your network does not have a DHCP server or you have purchased a Static IP Address for the IPA from your ISP. In this case, please proceed to Assigning a Manual IP Address below (question 3), otherwise skip this step.
  • You have connected the IPA with a straight-through Ethernet cable, when you need a cross-over Ethernet cable. This could be the case if you have connected the IPA to a network card in your PC, as opposed to a router, switch or hub. If this is the case, please reconnect the IPA to a router, switch or hub and unplug and reconnect your IPA power pack.

11. How can I assign a manual IP Address to the IPA?

Customers using Static IP on their home network may wish to configure the IPA with a static IP.

If you have obtained a static IP from your Internet Service Provider (ISP) and wish to configure your adapter with your static IP settings, please follow the instructions below:

• You will first have to obtain the following information:
  • IP Address
  • Default Gateway
  • Subnet Mask
  If you are using a router, please contact your router manufacturer for instructions for retrieving this information from the router directly (this will typically be from the router’s own administration pages). If you are not using a router, please obtain the above information from your ISP.
• Pick up the telephone receiver of the phone connected to the IPA, and dial '* * *'. You will hear a voice prompt saying 'Network Configuration Menu: Current Settings: DCHP Enabled', and the current settings will be read out.
• There are two ways to manually assign the IP address from this point. The first is to use the IPA Admin system and the second is to use the handset. These are both described below.
  

Method 1 – IPA Administration system

To use the first method (IPA Admin system) please complete the following steps. Note that this is the preferred method of updating the information on your IPA.

1. Access the Administration system as described in question 9.
2. Select the 'Network' tab.
3. Click the radio button labelled 'Use the following IP configuration'.
4. Enter the IP address obtained directly from the router or your ISP as per the instructions at the beginning of this section in the 'IP Address' field.
5. Enter the subnet mask address obtained as per the instructions at the beginning of this question from your router/ISP in the 'Subnet mask' field. As an example, this will be in a similar format to '255.255.255.0'.
6. Enter the default gateway address obtained as per the instructions at the beginning of this question from your router/ISP in the 'Default gateway' field. As an example, this will typically be the IP address of your router itself, such as '192.168.0.1'.
7. Click the 'Save Changes' button.
8. You will now need to reload the IPA by clicking on the 'Reload Now' link that will appear at the top of the screen.
9. The IPA device will then apply your changes and you have now completed the static IP configuration.

To verify the configuration was correct, please pick up the telephone receiver on the phone connected to the IPA, and dial '* * *' to hear the IPA read back the IP address that you have configured. If the IP read out is not the same as what you have entered in, please repeat steps (a) through (i) above once again to ensure the settings are correct.

Method 2 – Configuration via Handset

To use the second method (configuration via handset) please complete the following steps. Note that this is the secondary method of updating the information on your IPA.

1. Pick up the telephone receiver of the phone connected to the IPA, and dial '* * * '. You will hear a voice prompt saying 'Network Configuration Menu: Current Settings: DCHP Enabled.', and the current settings will be read out.
2. Once completed, press '2' on your handset to change settings.
3. Press '1' to disable DHCP. Disconnect then reconnect the IPA power cord to load the new settings.
4. Pick up the telephone receiver of the phone connected to the IPA, and dial '* * *' on your handset. You will hear a voice prompt saying 'Network Configuration Menu: Current Settings: DCHP Disabled', and the current settings will be read out.
5. Once completed, press '2' on your handset to change settings.
6. Press '2' again to edit the IP Address settings.
7. Enter your IP Address followed by # (i.e. 1 2 3 * 4 5 * 6 7 * 8 9 # to represent the IP 123.45.67.89).
8. Enter your Default Gateway (i.e. 1 2 3 * 4 5 * 6 7 * 8 9 # to represent the Gateway 123.45.67.89).
9. Enter your Subnet Mask (i.e. 2 5 5 * 2 5 5 * 2 5 5 * 0 # to represent Subnet Mask 255.255.255.0).
10. You will now need to unplug then reconnect the IPA power cord to reset the device.
11. You have now completed the static IP configuration.

To verify the configuration was correct, please pick up the telephone receiver on the phone connected to the IPA, and dial '* * *' to hear the IPA read back the IP address that you have configured. If the IP read out is not the same as what you have entered in, please repeat steps (a) through (k) once again to ensure the settings are correct.

12. How can I reset the IPA?

If your IPA stops working, you may be able to resolve the problem by performing a 'Factory Reset'. This will cause the IPA to reconfigure itself for the Tesco Internet Phone service.

To perform a 'Factory Reset':

• Pick up the telephone receiver of the phone connected to the IPA, and dial '* * 3'. You will hear a voice prompt asking you to confirm the Factory Reset.
• Press 1 to confirm.
• Hang up your phone.
• Re-configure the IPA by selecting the "Register my Internet Phone Adapter to my account" from the My account page and follow the on screen instructions.

13. The volume on my telephone handset is too loud or soft. How can I change it?

First, try adjusting the volume directly from your telephone handset. Most phones will have a volume slider, or volume option within the phone menu.

If your phone does not have a volume adjustment, or you still need to raise/lower the volume, please follow the below steps.

• Open your IPA administration page as described in question 9.
• Click on the 'General' tab
• You will find two drop-down boxes under a heading 'Volume Control'.
• Use the drop-down boxes to change the volume for the Speaker and Microphone to a higher or lower value as you require.
• Click on the Save Changes button to continue.
• You will now need to reload the IPA by clicking on the 'Reload Now' link that will appear at the top of the screen.
• After a few seconds your IPA will restart. When the indicator light turns green, you'll be able to start using it again.

14. I'm getting poor quality audio, or the audio keeps dropping in and out. What can I do?

The IPA administration pages contain a setting that allows you to adjust the audio quality based on the type of Internet connection you have. If you have a very fast Internet connection (512kbps download/128kbps upload or greater) you can try and increase the 'Connection Type' setting. On a fast, high quality Internet connection this can provide better audio.

If you have a slower or low-quality Internet connection, you may need to lower the 'Connection type' setting in the IPA. Having the incorrect 'Connection Type' selected will cause poor audio quality.

To change the 'Connection Type' setting:

• Open your IPA administration page as described in question 9.
• Click on the 'Network Settings' tab
• You will find two drop-down boxes under a heading 'Connection Speed' at the bottom of the page.
• Use the drop-down boxes to change the 'Connection type' setting. If you have a slow connection, lower the setting. If you have a very fast connection, raise it. (If you have audio quality problems, always try the lowest setting first)
• Click on the 'Save Changes' button to continue.
• You will now need to reload the IPA by clicking on the 'Reload Now' link that will appear at the top of the screen.
• After a few seconds your IPA will restart. When the indicator light turns green, you'll be able to start using it again.

15. The IPA1000 is assigned an IP address of 0.0.0.0

If the IPA is connected directly to your computer, ensure that you are using an Ethernet Crossover cable. You may need to manually assign an IP address. Refer to question 11 for instructions on how to do this. If you are on a network with a DHCP server, you may need to allow the MAC address. This can be found on the underside of your IPA. Please contact your network administrator for more information.

16. There is a noticeable echo during phone calls

Ensure that the other party is not using a microphone near a speaker which could cause echo.

17. Phone calls are very quiet, or my voice is very quiet for the other party

Adjust the volume levels in the web administration page as described in question 13.

18. Nothing happens after a number is dialled

• It may take up to four seconds after a number is dialled to establish a connection to the calling server.
• The network may have lost connectivity. Ensure that the network is functioning normally.
• There may be a network problem with your Internet phone call provider. Please contact your provider for more information about a possible outage.

19. There is a noticeable stutter during phone calls, or the device hangs up during a phone call

• Ensure the network speed is correctly set in the web administration interface.
• There may be a high level of network traffic being used. For example, downloading large files or streaming media could adversely affect call quality.
• Try lowering the IPA's 'Connection Type' setting from the administration page.

20. Nothing happens when I press buttons on my telephone's keypad

• Ensure that the phone is set to Tone dialling. Consult your phone's manual for how to use Tone dialling.
• If the phone requires power, for example if it is a cordless phone, ensure that it is correctly plugged in.

21. What can I do with the IPA voice menu from my handset?