My phones are down. What do I do?


If your phones are down, you will need to first identify if your Internet connection is working.

Cannot make or receive calls: Internet is working

Check all the connections between your IP phone and your broadband router and power cycle your equipment.

Wait few minutes, then power them back on again – starting with your broadband modem, and continue to power on each subsequent device in your network.

If this does not reconnect your phone service please check the following:

1. All devices bought from Blueface come pre-configured. If you do not have a Blueface device, you may check your configuration settings (SIP user name and SIP password) in the ‘Call Management’ section of the portal. Blueface’s proxy address is cust.ie.blueface.com.

2. Ensure all cables are secure and plugged in at the correct location.

All devices from Blueface have a LAN port and a PC port. Ensure that the cable connecting to your broadband is plugged into the LAN port on the back of the phone.

3. If you would like to use more than one device with your Blueface account you will need multiple SIP accounts. For example you may have a business phone and a softphone on your laptop all configured with your Blueface account details. Each device requires its own SIP account to function correctly.

To add a new SIP account to your Blueface service, please contact our Customer Care team. There may be a charge associated with this, depending on your call plan.

4. If not set correctly, your firewall can stop your phone from accessing the broadband. Please find below Blueface’s recommended settings.
a. Allow all traffic from and to IP range of 194.213.29.0/24 (Whole Subnet).
b. Make sure SIP ALG is disabled.
c. UDP – Alive time out needs to be set to 200 seconds.

If you are unsure of how to check the settings, contact your broadband provider or I.T. Department.

Blueface shall not be responsible for any issue caused by a misconfigured firewall or any other network equipment.

If the problem persists, contact Blueface at support@blueface.com or call 01 524 2000.

Cannot make or receive calls: internet is not working

Check all the connections between your IP phone and your broadband router and power cycle your equipment.

Wait few minutes, then power them back on again – starting with your broadband modem, and continue to power on each subsequent device in your network.

If, after the power cycle your broadband connection has failed to come online you should contact your broadband provider and inform them of the problem.