Troubleshooting connection issues
Common voice and SMS connection problems and how to resolve them.
Troubleshooting connection issues
Voice: calls not connecting at all
- Confirm your source IP is whitelisted. This is the single most common cause - your calls must originate from the exact IP address(es) registered on your account.
- Confirm you are using port 5060. Calls sent to any other port will not be recognized. (This applies to IP-trunk connections - VOIP Login uses port 5080, see below.)
- Confirm your account balance is positive. Traffic stops automatically at zero balance.
- Confirm your PBX is not attempting to REGISTER. IP-trunk connections do not use SIP registration - if your software defaults to registering, switch it to unregistered/trunk mode, or use VOIP Login instead (see below), which is registration-based by design.
Not using an IP-trunk connection? See Connecting via SIP trunk or VOIP Login for full setup steps on both methods - VOIP Login is a fully supported alternate way to connect (not just for testing), useful if you don't have a static IP, want a backup connection, or your equipment only supports registration-based SIP.
Voice: VOIP Login registration fails
- Confirm you are registering to port 5080, not 5060 - that's the IP-trunk port and does not accept REGISTER.
- Confirm the domain is
wholesale.6xcom.com, not the bare IP address. - Confirm your username and password match exactly what's shown on your dashboard's Connection Details card - these are case-sensitive.
Voice: calls connect but caller ID is missing or wrong
The caller ID your equipment sends in the From or P-Asserted-Identity header of your INVITE is what gets passed through end to end. If your caller ID is missing, confirm your PBX is actually populating one of these headers with a real number before the call leaves your network.
SMS: messages not sending
- Confirm your account has SMS enabled and your SMPP bind is active (transceiver mode).
- Confirm the destination has a configured rate - messages to unrated destinations will be rejected.
- Check your SMS balance - if Shared Balance is enabled on your account, SMS draws from the same balance as voice.
Still stuck?
Contact support with the exact time of your test call or message, the destination number, and your source IP - this lets us pull the exact record from our side and diagnose quickly.