Mobile App: Does Not Ring

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Installed app on my iPhone, then I call the number to test... no ring.
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Paul McGarr

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Posted 4 years ago

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Brandon, Champion

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Official Response
This issue is most often related to using a low end home/soho router/firewall/integrated wifi type device.  Many of these routers timeout sessions due to lack of resources or are just poorly designed.  This explains why Henry was able to get his to work with port forwarding.  However, what would he do if he had more than one phone?  You can only forward ports to one IP address.

Anyhow, to test this and prove this point, turn off wifi on your phone and test with cellular data.  Also, check your app settings and ensure voip calling, incoming voip calls and over 3G/4G are all enabled.  If that works and wifi doesn't then you know the issue is with your local network gear.

If you determine it is with your gear, you can research fixes, try updating firmware or replace.
(Edited)
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Mike, Official Rep

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Good advice bjsvec!!!  Thanks

If you've tried mjsvec's suggestion (also check router configuration), then it would be helpful to know if the calls going to voicemail?  Double check that you don't have any rules that are sending it to VM or forwarding elsewhere etc.   If you still have problems, then open a case and provide the phone number, screenshots of the call logs with times & dates etc.

1) Under Call Handling & Forwarding in your Settings online, make sure Decktop App & Smartphone is turned ON. 
2) Log into app on iPhone with your Digital Line (NOT the main number and extension). 
3) Make sure VoIP Calling & Accept Calls is turned ON inside the cell phone app. 
4) The cell phone cannot be on silent or vibrate if you want an audible tone. As long as the app is running in the background and it's not on silent, it should ring.  

(Edited)