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What information are required to process a malfunction in my telephone connection?

We explain which information we need you to tell us to successfully process your telephone connection failure.

If your telephone number is already registered on our server and telephone calls are faulty, we need the following information from you in order to analyse the fault for you:

Absolutely necessary information:

  1. Date (max 72h retroactive)
  2. Exact time
  3. Calling number (source number)
  4. Called number (destination number)
  5. What does the other party hear? (e.g.: echo, band announcement, etc.)
  6. Which type of line (e.g.: cable, DSL, LTE, radio link, etc.) was used at the time of the fault and which Internet provider is this switched to?
  7. Does the interference occur sporadically or permanently?
  8. Which hardware (router, modem) is in use at the location of the malfunction? If possible, please also specify the firmware version of the router used.
  9. Which device (e.g. ISDN telephone, fax, IP telephone, VoIP APP) do you use?
  10. A short error description of the disturbance effect


Further helpful information:

  1. SIP error code from the logs/event lists of your end device (e.g.: “404 - Not Found”)
  2. Since when has the disorder been acute?
  3. Have you made any recent changes to your network environment or hardware?
  4. Was the call forwarded via another connection?


If you are unable to register your phone number with the VoIP service, please first check your device configuration using the instructions in our help section on the easybell homepage.

If this is not successful, we need the following information to analyze the problem:

  • The phone number where the registration fails
  • On which end device (router, IP telephone, VoIP software, etc.) do you try to set up the phone number?
  • Which type of line (e.g. cable, DSL, LTE, radio link, etc.) was used at the time of the malfunction and which Internet provider is it connected to?
  • A screenshot of the phone number configuration of your end device
  • When was the last time you successfully used the service?

Further helpful information:

  • Did you last make changes to your network environment or hardware?
  • SIP error code from the logs/event lists of your end device (e.g.: “404 - Not Found”)