IPNexia Support

Question 1

I can no longer make or receive calls. What should I check first?

Accepted Answer

Start by checking whether your IP PBX or SBC is properly registered. Also verify your internet connectivity, the public IP address being used, any firewall rules, and whether there has been a recent configuration change. If the issue affects the entire site, inform support when the incident started and whether incoming calls, outgoing calls, or both are impacted.

Question 2

What format should the SIP username have?

Accepted Answer

E.164 format: +32 3227001234

Question 3

Which SIP ports and protocols are supported?

Accepted Answer

UDP on port 5060, TCP on port 5060, TLS on port 5061, and SDP.

Question 4

Calls drop or there is no audio in one direction. What should I check?

Accepted Answer

This type of issue is often related to the network or NAT. First check the firewall, whether SIP ALG is enabled, translation rules, allowed RTP ports, and the stability of your internet connection. Also specify whether the issue affects all calls or only certain contacts.

Question 5

Can I keep my numbers when switching to IPNexia?

Accepted Answer

Yes, number portability can be arranged. For an ongoing request, make sure to check the planned porting date communicated by our teams and ensure that all required documents have been provided.

Question 6

I can no longer make or receive calls in Microsoft Teams.

Accepted Answer

Check the selected audio device in Teams, test another headset or speaker if possible, and then specify whether the issue affects only one user or multiple users.

Question 7

The ringtone or audio is not working correctly in Teams.

Accepted Answer

Check the selected audio device in Teams, test another headset or speaker if possible, and then specify whether the issue affects only one user or multiple users. For audio and device settings, you can refer to Microsoft: Manage device settings.

Question 8

My Teams calls are not ringing on the correct device.

Accepted Answer

We support controlling device settings and ringtone options in Teams. If multiple devices are connected, it's helpful to tell support which device the call should ring on and which one it actually rings on.

Question 9

How do I check or manage my voicemail in Teams?

Accepted Answer

Voicemail messages can be viewed directly in Teams. You can also direct the user to the Microsoft documentation: Check your voicemail.

Question 10

What information should be provided to support regarding a Teams issue?

Accepted Answer

Please provide the user involved, the date and time of the problem, the type of call affected, the device used, and a precise description of the symptom. A screenshot of any error message may also be helpful.

Question 11

I'm having a problem with 3CX. What should I check first?

Accepted Answer

First, you need to specify whether the problem concerns the 3CX application, a SIP phone, the web client, or the entire system. Also mention if any recent changes have been made to the network, firewall, or client equipment.

Question 12

The 3CX client or workstation is no longer registering. What should I do?

Accepted Answer

Check network connectivity, internet functionality, and for any recent changes to the firewall or NAT. If only one user is affected, specify which 3CX client is being used and on which device.

Question 13

I have no audio or 3CX calls keep dropping.

Accepted Answer

This could be related to your internet connection, firewall, NAT, or local network quality. Please tell support if all users are affected or only some, and if the audio is missing in one direction or both.

Question 14

What information do I need to provide to support for a 3CX incident?

Accepted Answer

Specify the affected client, user or extension, when the problem occurred, the type of equipment used, and what has already been tested. The more precise the description, the faster the diagnosis will be.

Question 15

My internet connection is no longer working. What should I do before contacting support?

Accepted Answer

Start by restarting the router and, if present, the modem or ONT. Check the cables, power supply, and indicator lights. Also, determine if the outage affects the entire site or just a single device.

Question 16

Which indicator lights should be checked on the router or modem?

Accepted Answer

The useful information typically includes the power, internet/WAN access, fiber or DSL indicator lights (depending on the technology), and the LAN connection. When opening a support ticket, indicate which lights are on, flashing, or off.

Question 17

After restarting, the connection is still not restored. What should I send to support?

Accepted Answer

Send the address of the site concerned, the type of impact observed, the start time, the result of the restarts already made, and if possible a clear photo of the lights on the modem, ONT or router.

Question 18

Does the problem only affect telephone service or also internet access?

Accepted Answer

This distinction is important. If the internet is also down, the problem is likely related to access or local network equipment. If the internet is working but voice is not, support will focus the diagnosis more on the SIP, PBX, or firewall.

Question 19

The Wi-Fi is malfunctioning, but the line appears to be active. What should I do?

Accepted Answer

In this case, the problem may be local to the wireless network and not to the internet connection itself. Test with a wired connection first if possible, then indicate whether the problem affects a specific area, all users, or only certain devices.

Question 20

How is IPNexia Mobile managed?

Accepted Answer

IPNexia Mobile is managed through the MVNO management platform. If your company has access to the platform and your user has the required administrator rights, most common actions can be done directly by the customer without contacting support.

Question 21

Can I suspend a SIM card?

Accepted Answer

Yes. If you have the required administrator rights on the platform, you can suspend a SIM card directly from the MVNO management platform.

Question 22

Can I change a mobile plan?

Accepted Answer

Yes. Customers with the correct permissions can change a mobile plan directly through the platform.

Question 23

Can I activate an option on a mobile subscription?

Accepted Answer

Yes. Options can be activated directly via the platform if your user account has the appropriate administrator rights.

Question 24

Can I view mobile usage and consumption?

Accepted Answer

Yes. The platform allows customers to view consumption information directly, depending on the permissions assigned to their user account.

Question 25

Can I order a new SIM card?

Accepted Answer

Yes. If your company has access to the relevant features and your user has the required rights, a new SIM card can be ordered through the platform.

Question 26

Can I manage user roles on the platform?

Accepted Answer

Yes. Administrator users can manage user roles and permissions on the platform, depending on the access model configured for the customer account.

Question 27

Can I add a new mobile number?

Accepted Answer

Yes. New numbers can be added through the platform if this action is available in your customer environment and your user account has the necessary rights.

Question 28

Can I port a number from another operator to IPNexia?

Accepted Answer

Yes. The platform is intended to support number porting requests from another operator to IPNexia. The exact workflow can be described in more detail once the final process is fully documented.

Question 29

Can I set a consumption limit?

Accepted Answer

Yes. If enabled in the platform and available for your user role, you can define a consumption limit directly from the management interface.

Question 30

Why can I not perform a certain action on the platform?

Accepted Answer

If an action is not available, the most likely reason is that your user account does not have the necessary permissions. In that case, the request may need to be handled by an administrator within your company or by IPNexia support.

Question 31

Who should I contact to request a Mobile Pack?

Accepted Answer

Contact mobilemgt@ipnexia.com

Question 32

I want to modify a subscription or option on Mobile Pack.

Accepted Answer

Contact mobilemgt@ipnexia.com

Question 33

I have a network or data issue on a Mobile Pack line.

Accepted Answer

Start by restarting your phone, check your mobile data settings, and then specify whether the problem concerns voice, SMS, data, or all services. It is also helpful to indicate where the problem occurs.

Question 34

What roaming zones and roaming options are available on Mobile Pack?

Accepted Answer

The FAQ may already include a dedicated section on roaming zones and zone-specific options. If the customer has a specific need, the easiest way is to send an email to mobilemgt@ipnexia.com with the destination in question to confirm the applicable options.

Question 35

What information do I need to provide to support for a Mobile Pack request?

Accepted Answer

Please specify the relevant phone number, the customer's name, the type of request, how long the problem has existed, and what tests have already been carried out. This will allow us to process your ticket more quickly.

Question 36

How do I receive my invoices?

Accepted Answer

IPNexia sends invoices only through Peppol. We do not send invoices by email or by post.

Question 37

Can I receive a PDF copy of an invoice?

Accepted Answer

Contact finance@ipnexia.com

Question 38

I have a question about Peppol invoicing.

Accepted Answer

Contact finance@ipnexia.com

Question 39

How can I transfer a product from one account to another?

Accepted Answer

Contact Ordermgt@ipnexia.com

Question 40

How can I change the VAT number linked to my account?

Accepted Answer

Contact Ordermgt@ipnexia.com

Question 41

Who should I contact for general invoice questions?

Accepted Answer

Contact Ordermgt@ipnexia.com

Question 42

I want to change my subscription or review my existing products.

Accepted Answer

Contact sales@ipnexia.com

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Mon internet ne fonctionne plus, que faire avant tout ?

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