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[F.A.Q] [Product Documentation]

VoIP Support

VoIP SupportPlease read our frequently asked questions before contacting our support team as you can often find the solution to your problem here.

Support Telephone: (0034) 610 800 689
(office hours 10AM - 6PM Mon - Fri)



Why does my router keep disconnecting?

If your router is unable to maintain a constant connection with the Broadband equipment in your local exchange you may suffer from intermittent disconnections.

This particular fault is often the result of either:

The following is a list of items that have been found to interfere with broadband signals:

With this particular issue it is important to note if you actually lose the broadband signal when the connection drops, the loss of the broadband signal is indicated by a flashing or completely absent DSL light on the router.

It's also worth trying to see if there is any pattern to the connection dropping, such as occurring at a particular time of day, the frequency and the duration or anything that you are doing at the time (like sending a fax), as these may help identify the cause of the issues.

If you get intermittently disconnected but your DSL light remains solid then it's just the connection between your PC and the router that is dropping and not the broadband connection.

If I move house, can I keep the same VoIP number?

Yes. The number is not tied to a geographical location. Numbers associated with a VoIP operator, such as CanaryVOIP, can be used anywhere there is an Internet connection.

Do I need to keep my computer on to use VoIP?

No. As long as you are connected to your broadband router, and that remains on and connected to the Internet, you can use VoIP without the need for a computer.

Can I use my VoIP line for fax?

We do not recommend putting fax machines on VoIP lines.

We suggest using our Email-2-Fax and Fax-2-Email services to send and receive faxes from your email address.

An alternative would be to use your fax equipment over the PSTN line which hosts your Internet connection.

Are there any phone numbers that VoIP phones can't call?

You can phone most phone numbers, apart from premium numbers.

Can I redirect calls to another phone number?

Yes. You will need to use our UK and International call forwarding service.

What is DNS?

Domain Name System (DNS) is a database system that translates a computer's fully qualified domain name into its IP address.

It is similar to using an address book on your mobile phone. You look up and select the name of the person you are calling, but the telephone transparently calls the actual telephone number - it turns a name into a number.

Networked computers use IP addresses to locate and connect to each other, but IP addresses can be difficult for people to remember. For example, on the web, it's much easier to remember the domain name than it is to remember its corresponding IP address (

DNS allows you to connect to another networked computer or remote service by using its user-friendly domain name rather than its numerical IP address. Conversely, Reverse DNS (rDNS) translates an IP address into a domain name.

Product Documentation