No. 3CX makes the software. VoIP System is an independent Australian company that works on it. We are not a 3CX partner, reseller or authorised agent.

Can I get support from 3CX directly?

Usually not. 3CX supports through their channel, and direct tickets are limited to certain commercial licence levels. If you are on a free or small licence, there is generally no ticket to open and no number to ring.

Our installer has disappeared. Are we stuck?

No, and this is the most common reason people find this page. You need the administrator login, or a route to reset it, and someone who can read how the system was built. Both are solvable.

Can you take over a 3CX system somebody else set up?

Yes. We will want to see how the call routing and trunks are built before changing anything.

Should we stay on 3CX?

Often yes, and it is worth being straight that we would say so even though we sell other systems. If 3CX does what you need and somebody can look after it, changing platforms is disruption without benefit. The reasons to look elsewhere are usually licensing cost, or nobody being able to support it, rather than the software itself.

3CX phone system support in Australia

If your 3CX system is misbehaving, start below. If the whole office has lost calls, go straight to that section.

Are you looking for 3CX themselves?

We are not 3CX. We are not one of their partners, resellers or authorised agents. VoIP System is an independent Australian phone systems company, and we work on 3CX systems for businesses here.

How 3CX support actually works

This one catches people out, so it is worth explaining properly.

3CX sells and supports mainly through a channel. Their own guidance is to buy through a 3CX partner and to get support through that partner. Direct technical support tickets are limited to certain commercial licence levels, so if you are on a free or small licence, you generally cannot open a ticket with 3CX at all. There is no consumer support line to ring.

That leaves most small Australian businesses in one of three positions:

You bought through a partner and they still look after you. Go to them first. That is what you are paying for.
You bought through a partner who has since gone quiet, been acquired, or stopped answering. This is common and it is the situation most people arriving here are in.
Somebody in the business installed it themselves. Usually competently, and usually that person has left.

Positions 2 and 3 are the ones we can help with, and neither is unusual or embarrassing.

What we help with

Call routing, inbound rules, ring groups, queues, digital receptionist menus and after hours behaviour.
Extensions and apps, including the web client and the mobile apps.
SIP trunks and numbers, including getting a new number answering in the right place.
Systems nobody currently owns, where the person who set it up has gone and the documentation went with them.

The help on this page is free and nothing is gated behind a form.

One extension will not register

If it is a desk phone, restart it. Unplug the network cable, wait ten seconds, plug it back in, and give it a minute.
If it is the app, log out and log back in.
Check whether anyone else has the same problem. If everybody does, this is an outage rather than an extension fault, and the next section is the one you want.
If you were sent a welcome email or a QR code to set the extension up, check whether it has expired. They usually do, and re-sending it is quick for whoever administers the system.

Everybody has lost calls at once

Answer one question before anything else: do internal calls between desks still work?

Desk to desk works, outside calls fail. The system is running. The problem is the trunk or the internet connection.
Nothing works at all. The system itself is unreachable. If 3CX runs on a server in your building, check it has power and has not been switched off or restarted into something unhelpful. If it is hosted, check your internet connection first.
Calls connect but nobody can hear anybody. One way or no audio is nearly always a firewall or network problem rather than a phone fault. Note which direction failed.

Do not start changing settings during an outage. Write down what you have found and get whoever manages the system onto it.

Calls are going to the wrong place

Usually nothing is broken. The routing is doing what it was told, often years ago.

Have these three ready and a change takes minutes:

The number the caller dialled.
The time and day it happened.
Where the call landed, and where it should have gone.

The firewall question, which is most of it

More 3CX problems are firewall problems than anything else, and they have a signature worth recognising: calls connect but the audio does not, or audio works one way only, or everything is fine internally and broken from outside.

If that matches what you are seeing, say so when you ask for help. It moves the conversation forward by about an hour.

3CX includes a firewall checking tool in its own management console, and running it before you call anybody is worth the two minutes.

When it keeps happening

Worth writing down each time:

The time, and who noticed.
Whether it hit one extension, one site, or everybody.
Whether internal calls still worked.
Whether audio failed one way or both ways.

Four notes like that are worth more than a week of guessing.

Getting someone to look at it

If you administer the system and you are stuck, or you have inherited one nobody has touched in years, we can look at it with you. Taking over a 3CX system somebody else built is ordinary work and it does not require starting again.

If you are not the person who manages it, here is something to forward:

Our 3CX phone system is doing the following: [what is happening, when it started, whether internal calls still work]. VoIP System supports 3CX systems independently here in Australia and can look at it with us: voip-system.com.au

Call 1300 865 879, or send us the details and we will come back to you.

Common questions

Is this 3CX?: No. 3CX makes the software. VoIP System is an independent Australian company that works on it. We are not a 3CX partner, reseller or authorised agent.
Can I get support from 3CX directly?: Usually not. 3CX supports through their channel, and direct tickets are limited to certain commercial licence levels. If you are on a free or small licence, there is generally no ticket to open and no number to ring.
Our installer has disappeared. Are we stuck?: No, and this is the most common reason people find this page. You need the administrator login, or a route to reset it, and someone who can read how the system was built. Both are solvable.
Can you take over a 3CX system somebody else set up?: Yes. We will want to see how the call routing and trunks are built before changing anything.
Should we stay on 3CX?: Often yes, and it is worth being straight that we would say so even though we sell other systems. If 3CX does what you need and somebody can look after it, changing platforms is disruption without benefit. The reasons to look elsewhere are usually licensing cost, or nobody being able to support it, rather than the software itself.