Before you begin we strongly recommend reading the Standard Network Setup Guide. This setup guide will explain exactly how to install and configure your network to improve speed and reliability while resolving most call quality issues.

If you have completed the Standard Network Setup Guide then please the entire Troubleshooting Guide below before proceeding.

Confirm The Problem

• Confirm you are experiencing a problem. Dial 650# from multiple Helix Telecom phones. You should hear recorded responses 7 digits in length. The recordings should be clear.
• Dial 430# from multiple Helix Telecom phones. Begin speaking after the tone. Everything spoken should be repeated back to you. The responses should be clear.
• If these tests fail on a single phone only then please read the section below labeled Reporting A Problem with a Single Helix Telecom Phone.
• If both of these tests fail on multiple Helix Telecom phones then check the Helix Telecom Current Outages & Notifications section for potential outages and read the section below labeled Reporting A Problem with All Helix Telecom Phones before proceeding.

Begin Troubleshooting

1. Follow these instructions in order from top to bottom.
2. Confirm you have a dedicated, wired internet connection for your company use only. Shared internet connections used by more than one company / userbase or wireless internet connections (such as a Hotspot or Satellite) may experience call quality issues.
3. Contact your ISP and ask them to complete a ”ping test”, “signal test” and ”bandwidth test”. If your internet connection is dropping packets, has low signal, has a speed of less than 500k upload or has a speed of less than 500k download then you must work with your ISP to correct these issues before proceeding.
4. Contact your ISP and obtain the upload and download bandwidth rating for your connection. For example.. Your ISP may rate your connection at 15 megabits (or 15,000k) download and 3 megabits (or 3,000k) upload. Complete a bandwidth test. Confirm the result of your bandwidth test match the connection rating provided by your ISP. If your router, cablemodem or DSL modem are malfunctioning then they may report your internet connection speed is significantly higher than what your ISP may allow leading to intermittent loss of connectivity such as dropped syllables or no audio.
5. Confirm you are using a correct network topology. Click here for diagrams of supported network configurations. Helix Telecom is also working to create informal video training classes on our YouTube Channel.
6. Confirm you are NOT using a Belkin, Apple or SonicWall router. Approved routers are any Netgear WNR-series router or Cisco RV1XX, Cisco RV200 or Cisco RV3XX series routers. If you are not using a Belkin, Apple or Sonicwall router then continue to the next step.
7. Confirm you are NOT using a firewall appliance or VPN appliance. If you experience difficulty while this device is installed then remove this device from your configuration before proceeding.
8. If you are NOT using an approved router confirm Port Scan Protection is disabled, DoS Protection is disabled, NAT Filtering is set to OPEN or DISABLED, SIP ALG is disabled and NAT Boost / Hardware NAT is disabled. If you are an experienced technician then enable Port Triggering. Set the Trigger Port to 5060, Trigger Protocol to UDP, Incoming Ports to 5060,10000-30000 and Incoming Protocol to 5060.
9. If you are NOT using an approved router then confirm all devices on your network contain a valid, working firewall software package then disable any firewall software included with your modem and/or router. If this corrects the problem then work with your network technician or IT professional to install a compatible hardware firewall appliance or enable the firewall on each individual device on your network. Please note all versions of Windows beginning with Windows XP contains a firewall built into the device. Helix Telecom phones do not require a firewall to operate properly.
10. Confirm all your patch cables and network cables are properly terminated. Click here for information about how to make your own cables, how to confirm the cables are properly terminated and examples of cables that should be replaced.
11. Confirm you are not using media adapter or wireless bridge. Connecting Helix Telecom equipment to any wireless connection will cause call quality issues.
12. Disconnect power from your provider's device for a period of 20 seconds. This device may be a cablemodem, router or some other provider issued device. Reconnect power. Wait 2 minutes.
13. If you have a router then disconnect power from your router for 20 seconds. Reconnect power. Wait 2 minutes.
14. If you have a switch then disconnect power from your switch for 20 seconds. Reconnect power. Wait 2 minutes.
15. Confirm you are using the correct power supply for each phone. The required power supply rating is stamped on the bottom of each phone and on each power supply.
16. Confirm you are using the correct power supply for each switch and router on your network.
17. Confirm you are testing without a headset. If a headset requires more voltage than the headset jack can produce or the headset is malfunctioning it may cause the phone to malfunction.
18. Confirm all computers on your network have up to date antivirus and anti-malware software installed.
19. Disconnect all wireless bridges or game adapters from your network.
20. Call quality issues can be caused by malfunctioning computers or other network devices. Temporarily disconnect computers and other network devices either one by one or in groups. If the problem is resolved then reconnect network devices one by one or in stages until you isolate the offending network device.

If you or your customer experiences difficulty receiving incoming calls on a Helix Telecom issued phone number please submit a ticket. Helix Telecom Helpdesk Department will apply a test link to your account, dial your Helix Telecom issued phone number 10 times over the course of 2 minutes from 2 phones issued by major mobile carriers in the United States (such as AT&T, Cox, Comcast, Verizon, T-Mobile, etc.. etc..) in an attempt to recreate the problem. The results of the test will be sent to the Helix Telecom Infrastructure Department for review.

If the problem can be reproduced using mobile phones from multiple carriers the Helix Telecom Infrastructure Department will submit tickets with the offending carriers to begin the investigation process.

If the problem can only be reproduced from a single carrier or the problem can not be reproduced from any carrier then Helix Telecom Infrastructure Department will retain your ticket for 4 hours. If more than 1 customer reports similar issues during the 4 hour period then Helix Telecom will contact the carriers reporting the error or busy signal and begin the troubleshooting process.

If the problem can not be reproduced from multiple carriers it is the responsibility of the individuals receiving busy signals or error messages to contact their carriers and request assistance. Helix Telecom Infrastructure Department is not staffed or equipped to troubleshoot other carrier's networks.

If you or your customer experiences difficulty dialing a specific phone number please try to reproduce the problem from a cell phone or home phone before submitting a ticket. If you are able to dial the number from your cell phone or home phone but you are unable to dial the number from a Helix Telecom phone then please submit a ticket. Your ticket will be assigned to the Infrastructure Team for review within 1 business day.

If you are unable to dial all numbers within a specific area code and you have attempted to call multiple phone numbers within the same area code then submit a ticket. If you hear an error tone or error message please be sure to include this information with your request.

Helix Telecom restricts dialing to a number of area codes outside the domestic United States and a limited number of exchanges within the domestic United States.

If you experience difficulty forwarding calls from another carrier then please attempt to dial the Helix Telecom number from a mobile phone. If the call completes then contact the forwarding carrier for assistance. Helix Telecom does not offer troubleshooting for third party networks.

If you are able to reproduce the problem dialing your Helix Telecom number from more than one mobile phone then please submit a ticket.

If you experience call quality issues on all Helix Telecom phones then please submit a ticket advising Helix Telecom of the call quality issues affecting multiple phones. Your ticket will be assigned to the Helix Telecom Infrastructure Department. If more than 1% of customer reports call quality issues within a 4 hour period then the potential outage will be reported on the Outages & Notifications Page and an investigation will begin to locate the source of the failure.

If you continue to experience call quality issues then we strongly suggest contacting a local network repair professional to assist you. Helix Telecom staff are not permitted to troubleshoot customer's internal networks or ISP related issues.

If you believe the failure is with a single Helix Telecom phone then we suggest swapping the malfunctioning phone with a known good phone. If this resolves the problem and you purchased the phone during the previous year then please submit a ticket and request a Return Merchandise Authorization (RMA) number. Helix Telecom will send you instructions to send the phone back to Helix Telecom for repair. Helix Telecom will be happy to examine and test your phone. If the phone is received by Helix Telecom in like new condition and a Helix Telecom technician can reproduce the problem then Helix Telecom will ship you a replacement at no cost to you.

Helix Telecom is not responsible for shipping charges when returning Helix Telecom equipment.

Below is a list of common problems and common solutions. The first solution is known to resolve more problems then any following solution. The last solution is the least common.

This section is not a replacement for the troubleshooting guide above. This section is not a replacement for professional troubleshooting by a qualified engineer. Proceed at your own risk.

• Clock incorrect on all phones - Confirm modem in Bridge Mode and approved router is installed. Contact ISP and repair internet connection, reboot cablemodem/DSL modem, reboot switch, check cables are properly terminated and securely connected.
• Clock incorrect on one phone - Reboot phone, swap malfunctioning phone with known good phone, replace network cable between phone and switch.
• Static on a single phone - Replace network cable between phone and switch or router, replace network cable between phone and PC, replace malfunctioning phone, use correct power supply.
• Static on all phones - Replace all poorly terminated cables, replace all failed cables, replace failed router, replace failed switch, use correct power supply with router, use correct power supply with switch.
• Dropped syllables on forwarded calls or call quality issues when calling a specific phone number - submit a ticket including the specific phone number calls are forwarded too or phone number you are dialing.
• Dropped syllables on all phones - Contact ISP and repair connection, increase bandwidth, submit a ticket to enable call compression, replace failed router, replace failing switch, replace bad network cable.
• Dropped syllables on one phone - Replace bad network cable, replace bad phone.
• Call quality is fine, you cannot hear the other party but they can hear you - Router closing the connection. Use an approved router. If using a router provided by the ISP such as a DSL modem then convert the modem to Bridge Mode and use an approved router.