A telephone service disruption can have various causes. Therefore, it makes sense to eliminate potential issues step by step. If you can already determine that the problem only affects incoming calls, you’ve made significant progress. 

Please check the following aspects:

Notice for new customers: 
If you have a new line or a recently ported phone number, it may take up to three days before you can be reached from all networks.

Possible causes if you are not reachable for incoming calls

Software issues

Data connections are managed by numerous computers, and everyone has probably experienced a computer crash at some point. The same can happen with your VoIP hardware, router, or network infrastructure. Especially if your device has worked before, a simple trick usually helps: restart your router and other hardware.

Incorrect configuration

First, check whether you have entered the correct registrar in your VoIP-enabled device. You can find this information in the following table. 

In most device interfaces, you can also see whether a phone number was successfully registered or not. 

For more details, please refer to our current configuration guides.

Product Registrar
SIP Trunk / VoIP voip.easybell.de
Cloud PBX pbx.easybell.de

The router or telephone system is not forwarding the call to the phone

Check whether the phone number is assigned to a phone in your router or telephone system.

DECT connection is being disrupted

Make sure not to place DECT phones too close to the router, as DECT and Wi-Fi can interfere with each other.

Issues with branded routers, cable connections, and NAT

It can happen that network providers preconfigure hardware so that the SIP port 5060 is already in use on the router.

If you are using VoIP devices behind a VoIP-capable router, please try using our alternative port 5064, provided your device allows it.

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Created on: 03. November 2025