Help | Troubleshooting | Blueface

Check all the connections between your IP phone and your broadband router. Power cycle your equipment: switch the power off to your router and IP device and all your other network equipment.

Wait 5 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 and tested. However, if you have configured the device yourself, you may have entered your VoIP settings incorrectly. Check that the details from your Blueface welcome email have been entered precisely.

Usernames and passwords are case sensitive.

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. Here 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.
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.

Ensure that the firewall on your computer and router is not blocking voice traffic. Make sure the following settings are in place:

1. Allow all traffic from and to IP range of 194.213.29.0/24 (Whole Subnet).
2. Make sure SIP ALG is disabled.
3. UDP – Alive time out needs to be set to 200 seconds

More than 90% of call quality problems are directly related to your network setup or your broadband connection. You need to ensure you have a strong broadband to use our VoIP service.

If you are using your broadband for more than just VoIP, traffic from your PC or other network devices can result in significant degradation of call quality. The cause may be a genuine application or may be unwanted applications like viruses, peer to peer software, etc.

Complete the tests below. Once all three the tests have been completed, forward the results to support@blueface.ie for us to analyse the results.

1. Ping Test
Using your computer, perform a Ping test by logging into the dedicated Ping test website www.pingtest.net

To get a correct reading of the results, please repeat this test at different times during the day and, if possible, when you are experiencing call quality issues. Please take note of both the Ping and Jitter Results.

2. Speed Test
Using your computer, perform a Speed test by going to our dedicated speed test page. Please take note of both the download and upload speeds.

3. Echo Test
Using your phone, process an echo test by dialling 301 from your Panasonic phone. This will determine if there is a latency issue on the line.
Whatever you say will be played back to you and you can hear for yourself whether the connection is good or not.

With a good connection you should clearly hear your own voice back almost immediately. With a bad connection there may be a delay before you hear your own voice back, or there will be gaps in your speech, pauses, missing words, or garbled words.

Take note if you can hear what you are saying, as you say it, or if there is a delay in the voice coming back to you.

If you have call quality problems with one specific number or a specific type of number (e.g. a particular country or mobile numbers) but all other calls are fine, then it might be related to an issue with one of our suppliers. In this scenario we may change the route your call takes to determine if the call route is the issue.

It is also worth noting that the quality problem may be related to the other person’s phone or phone network. Some mobile phone networks may have poor coverage in some areas, similarly it can also be the case that some foreign telephone networks have old and poor quality networks.

If your phone is constantly ringing and there is no one on the line when you answer, this is caused by malicious scans on the public Internet and happens directly to your phone.

To stop these spam calls, you will need to adjust your firewall settings and ensure that network security is prioritised.

The Blueface firewall/router settings are the following:

1. We suggest setting the firewall traffic to facilitate ALL Traffic FROM and TO our IP range of 194.213.29.0/24 (Note that we do own the whole subnet).

2. If your firewall supports the SIP ALG feature, please make sure that it’s disabled.

3. UDP keep alive time out needs to be set to 200 seconds.

Please also check whether the port/s currently set on ‘5060’ can be changed to something else on your firewall.

The Caller ID that is displayed to called parties is set by Blueface, this can be a geographic or non-geographic number.

If the incorrect number is being displayed please contact support@blueface.ie letting us know about the issue.

If you would like your caller-id to show a number that is with a different provider, all we need is proof of ownership (a recent copy of your bill) and can set the number as your caller ID.

1. Ensure the SIM card is correctly fitted in the phone.

2. Restart the phone.

3. If issues are relating to data, ensure the APN is set correctly.

Select one of the below guides to set up your APN correctly.

• iPhone Mobile Phone
• Android Mobile Phone
• Windows Mobile Phone

4. Request the customer to manually select Blueface 3G.

5. Try the SIM card in another handset.

6. If the problem persists, contact Blueface at support@blueface.com or call 015242000 or go to the following sections: Android, iPhone or Windows ‘Mobile Data Issues’ for more help.

Please run through the steps below in the order listed in an attempt to fix the issue as soon as possible.

STEP ONE (Ensuring Data is set correctly)

1. Go to ‘Settings’
2. Select ‘Mobile Network’
3. Ensure ‘Mobile Data’ is enabled (Small Tick)
4. Data Roaming is set to: On
5. Network Mode should be LTE/3G/2G (Auto connect) or 3G/2G (Auto connect)

STEP TWO (Update the APN Settings)

1. Go to ‘Settings’
2. Select ‘Mobile Network’
3. Press ‘Access Point Names’
4. Select ‘Create New Data Connection’
5. Press ‘Add’
6. Press ‘Name’ and set as Blueface
7. Press APN and set as mbb.mobility.ie
8. Press MCC and set as 272
9. Press MNC and set as 01
10. Press ‘Authentication Type’ and set as PAP
11. Select ‘APN Type’ and set as default
12. Press ‘More’ (Top of the screen)
13. Press ‘Save’
14. Enable this connection (Select this APN from the list)

STEP THREE (Manually Select Carrier)

1. Go to ‘Settings’
2. Select ‘Mobile Network’
3. Change Network Selection to: Manual
4. Select Blueface 3G

FINALLY
Please try your SIM card in another handset.

Get in touch on: support@blueface.com or call 01 524 2000.
If you are using iPhone Mobile Phone, go here for instructions on how to fix your iPhone Mobile Data Issues.

Please run through the steps below in the order listed in an attempt to fix the issue as soon as possible.

STEP ONE (Ensuring Data is set correctly)
1. Go to ‘Settings’
2. Select ‘Mobile Data’
3. Ensure ‘Mobile Data’ is enabled
4. Ensure ‘Data Roaming’ in enabled
5. Select ‘Voice and Data’
6. Select ‘3G’
7. Hit home key to save changes (If any have been made)

STEP TWO (Update the APN Settings)
1. Go to ‘Settings’
2. Select ‘Mobile Data’
3. Select ‘Mobile Data Network’
4. Enter the following APN: mbb.mobility.ie
5. Leave everything else blank
6. Press back to save

STEP THREE (Manually Select Carrier)
1. Go to ‘Settings’
2. Select ‘Carrier’
3. Change Network Selection to: Manual
4. Select Blueface 3G

FINALLY
1. Please try your SIM card in another handset

Get in touch on: support@blueface.com or call 01 524 2000.

If you are using Android Mobile Phone, go here for instructions on how to fix your Android Mobile Data Issues.

Please run through the steps below in the order listed in an attempt to fix the issue as soon as possible.

STEP ONE (Ensuring Data is set correctly)
1. Go to ‘Settings’
2. Select ‘Mobile Network’
3. Mobile Data should be set to: On
4. Data Roaming options should be set to: Roam
5. Highest Connection Speed should be set to: 3G
6. Save or Click the Home key and try to connect.

STEP TWO (Update the APN Settings)
1. Go to Settings.
2. Press Access Point.
3. Press Add (Small Plus)
4. Enter Blueface as ‘Connection Name’
5. Enter mbb.mobility.ie as Access Point Name (APN)
6. In Network Type Select: IPv4
7. In Authentication Type Select: PAP
8. LEAVE EVERYTHING ELSE BLANK
9. Click Save (Small Tick)

STEP THREE (Manually Select Carrier)
1. Go to settings
2. Select Mobile Network
3. Change Network Selection to: Manual
4. Select Blueface 3G

FINALLY
1. Please try your sim card in another handset

Get in touch with Blueface on: support@blueface.com or call on 01 524 2000.

Blueface do not support 4/5 digit SMS therefore customers looking to text competitions such as The Late Late Show or Park by text should be advised that it’s not something available with Blueface.

We hope to be able to provide this service at some stage in the future, however, this is not something we can currently offer.

“Roaming” is the use of services in a territory outside of Blueface’s Network (i.e. in a country other than Ireland) via the provision of Services through a third-party Service Provider located in that territory.

Services available while roaming shall depend upon the arrangements between local operators and Blueface.

If you have issues in regards to not being able to use the service when you are abroad, there are few steps you can take to try and resolve the issue.

1.Enable roaming

Please make sure Roaming has been enabled on your Blueface account. To do so, please e-mail accounts@blueface.com or call 01 524 2000. A deposit may be required to enable roaming.

2. Check if roaming is active on your handset

Make sure that you have roaming and data roaming activated on your mobile handset first as this can be one of the reasons you are having roaming issues.

3. Manually select a network

If you are having issues with using the roaming service abroad and the roaming on your phone is on, try to manually choose another network on your handset to see if this helps.

4. Check you have enough credit

Please make sure you have enough PAYG credit if you are still having trouble roaming. You may top up your PAYG credit from the home page on the portal.

Please contact accounts@blueface.com for further assistance if you require it.

Regrettably, Blueface do not support MMS messaging at the moment.
We hope to be able to provide this service at some stage in the future, however, this is not something we can currently offer or have any details as of yet to when this may be released. However, other third-party apps such as Viber and Whatsapp can be used within the guidelines recommended with the Data on your current Mobile Plan.

If you don’t have service on your mobile, please follow the below steps to fix the issue quickly.

1. SIM activated

If you have only recently got the SIM card, it might not be active in our system yet. In order to activate it, you will need to enter the activation code that was sent to you via e-mail at the time of a sign-up.

2. Unlock Your Phone

If you have purchased a SIM from us, you need to make sure that your phone is unlocked to allow Blueface SIM to work in it.

3. Try a Different Phone

Try your SIM card in a different handset to rule out that the issue lies with the actual handset and not the network. Make sure you test it in an unlocked phone.

4. Manually Select the correct network

Sometimes the issue lies with the phone not being connected to the correct network. How to fix it?
Currently Blueface does not support 4G therefore please make sure this is disabled on your phone.
Manually select the Blueface 3G network from the ‘Network Settings’ section on your device.

If you find yourself in a 2G area or you can’t connect to Blueface 3G’s network, please contact support@blueface.com for further assistance.

If you are experiencing any type of problems with your broadband, please get in touch with your broadband provider.

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.