Grandstream phone support in Australia
If you have a Grandstream phone that is not doing what it should, start below. Most of it takes a couple of minutes.
Are you trying to reach Grandstream?
Most people who find this page are, so it is worth being straight about it.
We are not Grandstream. We are not one of their partners, resellers or authorised agents. VoIP System is an independent Australian phone systems company, and we install and service this equipment for businesses here.
If you are here to work out what to buy rather than to fix something, that is a different page: the Grandstream desk phones, UCM systems and gateways.
How Grandstream support actually works
Grandstream designs and manufactures the hardware overseas, and runs support by ticket rather than by phone. Their own instruction is to open a ticket through their helpdesk. They publish no support phone number anywhere, and no Australian or regional office. The only address on their contact page is their head office in Boston.
So there is no Grandstream number to ring, here or anywhere. That is why searching for one is frustrating, and it is not you doing it wrong.
If you want to go to Grandstream directly, the route is a ticket at their helpdesk, and you will generally need the model number and serial from the label on the underside of the unit. Expect a reply by email rather than a call back.
If you want it fixed today, the faster route is usually whoever sold or installed the phones. Failing that, the steps below cover most of what goes wrong, and you can talk to us.
What we can help with
We work on Grandstream gear regularly:
- GRP and GXP desk phones, the wired handsets that sit on a desk.
- DP series cordless, the DECT handsets and their base stations.
- WP series, the wifi handsets used in warehouses and on factory floors.
- UCM series phone systems, the on-premise box that runs the whole office.
- HT adapters and GXW gateways, which connect older analogue phones and lines.
The help on this page is free, and there is no form in front of it.
The phone will not register, or the screen says no service
The handset has started up but cannot sign in to your phone system.
- Restart it properly. Unplug the network cable, wait ten seconds, plug it back in, and let it finish starting. That takes about a minute.
- Check whether other phones in the office are doing the same thing. If they all are, the fault is the phone system or the internet connection, and there is nothing to fix at your desk.
- If it is only this phone, check the network cable is fully seated in the socket marked LAN, not the one marked PC. The PC socket feeds the computer and will not register the phone.
- Try the phone on a colleague's known-good network port. If it works there, the port or the cable is the problem.
If one phone still will not register after all that, stop. The next step is in the phone system's settings, and it needs whoever manages your phones.
A DP cordless handset has lost its base
- Walk towards the base station and watch the signal indicator. DECT range indoors is decent but concrete walls, lift shafts and metal racking cut it hard.
- Check the base has power and its lights are on.
- Take the handset battery out, wait ten seconds, put it back and let it start.
If it still cannot find the base, it needs subscribing to the base again. That involves holding the paging button on the base until it goes into subscription mode, then telling the handset to search. The exact button and hold time differ between the DP750 and the DP752, so check the label on your base before you start, and give it a full minute to find each other.
How to find the phone's IP address
Almost every conversation about a Grandstream phone gets here eventually, and it is worth knowing how to do it yourself.
On a Grandstream desk phone, press the round menu button, then look for Status and then Network. The address shown there is what your IT person or provider needs to reach the phone's settings from a browser on the same network.
Write it down before you ring anybody. It saves a step every time.
If you have a Grandstream UCM phone system
The UCM is the box on the wall or in the comms cabinet that runs your extensions, your voicemail and your call routing. If everybody's phones went down together, this is usually where the answer is.
Two things worth checking before you escalate:
- Has it lost power, or has the cabinet been switched off? It is a surprisingly common cause after building work or a long weekend.
- Did the internet drop? Internal calls between desks often keep working when the connection is down, while outside calls fail. If desk to desk works and outside calls do not, tell whoever you call next, because it narrows the cause immediately.
Beyond that, changes to a UCM should be made by whoever looks after it. It controls how every call in the building is routed, and a wrong setting there is much harder to notice than a broken handset.
When the problem keeps coming back
One phone dropping out once is a phone. The same fault every Monday, or audio breaking up when the office gets busy, is the system or the connection underneath it.
Worth writing down when it happens:
- The time, and whether anyone else noticed it at the same moment.
- Whether it hit one phone, one area, or everybody.
- Whether the call was internal, to a mobile, or to a landline.
- Whether the audio failed one way or both ways.
Four notes like that are worth more than a week of guessing.
Who to hand this to
If the steps above have not fixed it, the next move needs whoever manages your phone system. That might be your office manager, your IT provider, or whoever arranged the phones originally. If you are not sure, the person who pays the phone bill will know.
Something you can forward to them:
Our Grandstream phones are doing the following: [what is happening, when it started, how many phones]. I have restarted the handset and checked the cables. VoIP System supports Grandstream equipment independently here in Australia and can look at it with you: voip-system.com.au
We are happy to talk to them directly. That is faster than relaying messages, and it puts the person who can approve a fix in the conversation from the start.
Call 1300 865 879, or send us the details and we will come back to you.
Common questions
- Is this Grandstream?
- No. Grandstream makes the hardware. VoIP System is an independent Australian company that installs and supports it. We are not a Grandstream partner, reseller or authorised agent.
- Can you help if we bought the phones somewhere else?
- Yes. Most people we help through these pages did.
- Does Grandstream have an Australian support number?
- No, and they do not have one anywhere. Grandstream runs support by ticket through their online helpdesk, and publishes no support phone number and no Australian office.
- Can you support a mix of brands?
- Yes. Most offices we see are a mix, usually Grandstream and Yealink handsets on one system, and that is normal rather than a problem.
- Our Grandstream gear is old. Is it worth keeping?
- Often yes for the handsets, which last a long time. The one to look at is the UCM, because the older UCM6100 and UCM6200 units have been superseded and eventually stop receiving updates. That is worth knowing before it decides for you, not after.