When you purchase a phone from Gradwell you have the option to request that an extension on your account is configured on the device. This means that you don't have to manually enter your extension details on the device.
When you receive your phone, connect it as advised in the instructions that come with the unit. Once powered on, it will contact our servers and request its configuration. This is then downloaded to the device and the extension automatically set up.
This process should not take more than five minutes.
If you are unable to make calls after this time, or the phone is reporting that it is not registered, please follow these troubleshooting steps:
Check the phone screen for any error messages
Have a look on the phone screen for any error messages. Follow the rest of the troubleshooting steps below, and if you cannot remedy the problem contact our support team and tell them what the error message says.
Check all cables are connected correctly and securely
Check that all cables are connected in the correct ports and are secure.
Check the phone has an IP address
Most networks will automatically provide a connected device with an IP address when they are turned on. If this doesn't happen your phone will be unable to contact our server and request its configuration.
The method to check whether the phone has been given an IP address will vary depending on make and model. Have a look at your instruction manual for a section that mentions IP addresses, or network setup/configuration (many manuals also have an index which can be useful for this).
If your phone does not have an IP address and all the cables are secure, you may not have DHCP enabled on your network. Contact your network administrator for more assistance.
Check internet connectivity
Just to be sure, check that you have internet connectivity on your network.
Connect the phone directly to the router
If you are using a hub or switch, try plugging the phone directly into the router and rebooting it. If, after five minutes, it is registered and you are able to make calls then there is a problem with your network setup
Contact Gradwell support
If you are still having issues after following these steps, please contact our support team for further assistance.