📞 Gigtel Phone Support

Let's troubleshoot your phone issue

← Back to Dashboard

What type of phone are you using?

What's the desk phone issue?

What's the mobile app issue?

What's the computer app issue?

🔇

No dial tone / phone is dead

Try these steps:

  1. Check power:
    • Is the phone plugged into power or ethernet?
    • PoE phones get power through the ethernet cable
    • Look for any lights on the phone
  2. Check ethernet cable:
    • Make sure cable is firmly plugged into phone and wall
    • Look for green/orange lights on ethernet port
  3. Reboot the phone:
    • Unplug power/ethernet for 30 seconds
    • Plug back in and wait 2-3 minutes for boot-up
  4. Check display: Does the screen show anything? "Registering..." or an error?

Still no dial tone?

The phone may have a hardware issue or need reconfiguration

📚 Gigtel Support Center 📧 Contact San Tan
📵

Can't make outbound calls

Try these steps:

  1. Check dial tone: Pick up the handset — do you hear a dial tone?
  2. Dial correctly:
    • For external calls: dial 9 + area code + number (if required)
    • Or just dial 10-digit number directly (depends on system setup)
  3. Try a different number: Make sure the number you're calling is valid
  4. Check display for errors: "Forbidden", "Not Allowed", "No Route"?
  5. Try an internal extension: Can you call a coworker's extension?

💡 Common dial patterns:

  • Internal: 3-4 digit extension (e.g., 1001)
  • Local: 9 + 10 digits or just 10 digits
  • Long distance: 9 + 1 + 10 digits
  • International: 9 + 011 + country code + number

Still can't call out?

Your extension may not have outbound permissions

📚 Gigtel Support Center 📧 Contact San Tan
📞

Can't receive calls

Try these steps:

  1. Check DND (Do Not Disturb):
    • Look for a "DND" indicator on the phone screen
    • Press the DND button to toggle it off
  2. Check call forwarding:
    • Your calls may be forwarded to voicemail or another number
    • Look for "Forward" or "CF" on the display
  3. Test with another phone: Call your extension from a coworker's phone
  4. Check ringer volume: Press volume up button
  5. Check phone registration: Is the phone showing "Registered" or online?

Still not receiving calls?

The phone may be unregistered or have incorrect call routing

📚 Gigtel Support Center 📧 Contact San Tan
🔊

Poor call quality / static / echo

Try these steps:

  1. Check your network:
    • VoIP quality depends on internet connection
    • Ask IT if the network is congested
  2. Check cables:
    • Replace ethernet cable (try a known-good cable)
    • Make sure handset cord is fully inserted
  3. Reboot the phone: Unplug for 30 seconds
  4. Test with headset: If available, try a headset instead of handset
  5. Test different calls: Is it all calls or just one caller?

💡 Quality issues are often network-related

Static, choppy audio, robotic voice, and echo are usually caused by:

  • Network congestion
  • Packet loss
  • Poor Wi-Fi signal (if phone is wireless)
  • Bandwidth saturation

Quality still poor?

We can check your network QoS settings and phone provisioning

📚 Gigtel Support Center 📧 Contact San Tan
📧

Voicemail issues

Try these steps:

  1. Access voicemail:
    • Press the voicemail button on your phone
    • Or dial *97 or *98 from your extension
  2. Default PIN: Try extension number or 0000 if you haven't set a PIN
  3. Set up voicemail:
    • Dial voicemail access code
    • Follow prompts to record greeting and set PIN
  4. Check voicemail-to-email: Voicemails may be sent to your email

Voicemail still not working?

We can reset your voicemail PIN or check configuration

📚 Gigtel Support Center 📧 Contact San Tan
❌

Mobile app won't register

Try these steps:

  1. Check internet connection: Make sure you're on Wi-Fi or cellular data
  2. Verify credentials:
    • Username (usually your extension)
    • Password (provided by your admin)
    • Server/Domain (e.g., yourdomain.gigtel.com)
  3. Restart the app: Force-quit and reopen
  4. Check permissions:
    • iPhone: Settings → Gigtel → Allow notifications, microphone
    • Android: Settings → Apps → Gigtel → Permissions
  5. Reinstall the app: Delete and download fresh from app store

Still won't register?

Your credentials may need to be reset or the app may need reconfiguration

📚 Gigtel Support Center 📧 Contact San Tan
📵

Can't make or receive calls

Try these steps:

  1. Check registration status: App should show "Registered" or "Connected"
  2. Check internet: Calls require active Wi-Fi or cellular data
  3. Check microphone permission:
    • iPhone: Settings → Privacy → Microphone → Gigtel (enable)
    • Android: Settings → Apps → Gigtel → Permissions → Microphone (allow)
  4. Disable battery saver: Battery optimization may kill the app
  5. Try switching networks: Wi-Fi to cellular or vice versa
  6. Restart your phone

Still can't call?

The app may need reconfiguration or your extension may have restrictions

📚 Gigtel Support Center 📧 Contact San Tan
🔔

Not getting call notifications

Try these steps:

  1. Enable notifications:
    • iPhone: Settings → Notifications → Gigtel → Allow Notifications
    • Android: Settings → Apps → Gigtel → Notifications → Enable all
  2. Disable Do Not Disturb: Check your phone's DND settings
  3. Check Focus modes (iPhone): Work/Sleep modes may block notifications
  4. Disable battery optimization:
    • Android: Settings → Battery → Gigtel → Unrestricted
    • This prevents Android from killing the app in background
  5. Keep app running in background: Don't force-close the app

💡 Push notifications require background app refresh

The Gigtel app needs to run in the background to receive incoming call notifications. Battery saver modes can interfere.

Still no notifications?

The app may need reconfiguration or push notification settings

📚 Gigtel Support Center 📧 Contact San Tan
🔊

Poor call quality

Try these steps:

  1. Check internet speed:
    • VoIP needs stable internet (not just fast)
    • Use Wi-Fi when possible instead of cellular
  2. Move closer to Wi-Fi router: Weak signal = poor quality
  3. Close other apps: Free up bandwidth and processing power
  4. Use headphones: Bluetooth or wired headphones often work better
  5. Disable VPN: VPNs can cause latency/jitter
  6. Try cellular data: If Wi-Fi is congested

Quality still poor?

We can check codec settings and network configuration

📚 Gigtel Support Center 📧 Contact San Tan
❌

Computer app won't connect

Try these steps:

  1. Check internet connection: Make sure your computer is online
  2. Verify credentials:
    • Username (usually your extension)
    • Password
    • SIP server/domain
  3. Check firewall: Corporate firewall may block VoIP ports (5060, 5061)
  4. Try different network: Company Wi-Fi vs ethernet
  5. Restart the app
  6. Reinstall: Download latest version from Gigtel

Still won't connect?

Firewall rules may need to be adjusted or credentials reset

📚 Gigtel Support Center 📧 Contact San Tan
🔇

No audio / can't hear caller

Try these steps:

  1. Check output device:
    • In Gigtel app: Settings → Audio → Speaker/Headset
    • Make sure correct output is selected (headphones, speakers)
  2. Check computer volume: Unmute and turn up system volume
  3. Test with different device: Try switching to headphones or different speakers
  4. Check Windows/Mac audio settings:
    • Windows: Sound settings → Output device
    • Mac: System Preferences → Sound → Output
  5. Restart the app

Still no audio?

Audio codec or device driver issue

📚 Gigtel Support Center 📧 Contact San Tan
🎤

Caller can't hear me

Try these steps:

  1. Check microphone permission:
    • Windows: Settings → Privacy → Microphone → Allow Gigtel
    • Mac: System Preferences → Security & Privacy → Microphone → Gigtel
  2. Select correct input device:
    • In Gigtel app: Settings → Audio → Microphone
    • Choose correct microphone (built-in, headset, etc.)
  3. Check mute button: Make sure you're not muted in the app
  4. Test microphone:
    • Windows: Sound settings → Input → Test microphone
    • Mac: System Preferences → Sound → Input → Speak and watch levels
  5. Try different microphone: Use a headset instead of built-in mic

Microphone still not working?

May need driver update or app reconfiguration

📚 Gigtel Support Center 📧 Contact San Tan
🔊

Poor call quality / robotic voice

Try these steps:

  1. Check network stability:
    • Run speed test: fast.com
    • VoIP needs consistent bandwidth, not just speed
  2. Close bandwidth-heavy apps: Streaming video, downloads, etc.
  3. Use ethernet instead of Wi-Fi: Wired = more stable
  4. Check CPU usage: Close unnecessary programs
  5. Disable VPN: VPNs add latency
  6. Try a different codec: In Gigtel settings (if available)

💡 Robotic/choppy voice = packet loss

When your internet connection drops packets, voice sounds robotic or cuts out. This is usually network-related, not the phone app.

Quality still poor?

We can check QoS settings and network configuration

📚 Gigtel Support Center 📧 Contact San Tan
📞

Gigtel Support Resources

Get help from Gigtel or San Tan

📚 Gigtel Support Center 📧 Email San Tan Support