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Knowledge Base document #180

Phone does not ring when you receive a call

One or more of the phones connected to the FRITZ!Box doesn't ring when someone calls you? ✔ Here's what to do.

One or more of the phones connected to the FRITZ!Box doesn't ring for an incoming call. This happens with some incoming calls or all incoming calls to a landline number or an internet phone number. Outgoing calls can be made.

Simply proceed as described below. After each measure, check whether the problem is solved.

Note:All instructions on configuration and settings given in this guide refer to the latest FRITZ!OS for the FRITZ!Box.

1 Restrictions when using a DECT extender

When you are using a DECT repeater from another manufacturer, a maximum of two phones located in the reception area of the DECT repeater will ring when you receive a call.

However, when you are using a FRITZ!DECT repeater, up to five phones can ring at the same time. 

2 Disabling the Do Not Disturb setting, call blocks, and call through

The phone may not ring because Do Not Disturb, a call block, call diversion, or call through is enabled in the FRITZ!Box. Disable these settings in the FRITZ!Box:

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephony Devices' in the 'Telephony' menu.
  3. Click on the (Edit) button for the respective phone.
  4. Click on the 'Do Not Disturb' tab, disable any 'Do Not Disturb' settings, and click on 'OK'.

    Important:Do Not Disturb cannot be set up for IP phones connected to the 'LAN/Wi-Fi' interface, for example FRITZ!App Fon.

  5. Click on 'Telephony' and then on 'Call Handling', and delete all call blocks.
  6. Click on the 'Call Diversion' tab and delete any call diversions that were configured.
  7. Click on the 'Call Through' tab.
  8. Disable call through and click on 'Apply'.

3 Disabling 'DECT Eco'

The following steps are only necessary if the problem occurs with a cordless phone:

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'DECT' in the 'Telephony' menu.
  3. Disable the 'DECT Eco' option in the 'Radio Field Strength' section.
  4. Click on 'Apply' to save the settings.

If the phone rings now, the DECT connection to the phone was disturbed. Any devices that emit radio waves could be a source of interference. These include other DECT base stations, baby monitors, mobile phones, and television antennas, for example. If the phone does not receive the 'wake up' signal from the FRITZ!Box in time and therefore does not wake up from standby mode, repositioning the phone may help.

4 Connecting the phone directly to the FRITZ!Box

The following steps are only necessary if the phone is connected to a phone system that is connected to the FRITZ!Box:

  1. Disconnect the phone from the phone system and connect it directly to the FRITZ!Box.

If the phone rings now, the phone system is incorrectly configured. Refer to the manufacturer of the phone system for information on how to configure it.

5 Selecting the correct connection type for use behind a device

If you connected the FRITZ!Box to the landline through another device (for example a cable modem), you must configure the correct connection type in the FRITZ!Box. The connection type depends on the cabling and not the number of available phone numbers. If you connected the FRITZ!Box to an analogue extension, you must select 'analogue line' and if you connected it to an S0 bus you must select 'ISDN line'.

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Phone Numbers' in the 'Telephony' menu.
  3. Click the 'New Phone Number' button.
  4. Enable the 'Landline number' option and click on 'Next'.
  5. Select the type of landline and click on 'Next'.

    Important:You are only asked to select the type of landline (analogue or ISDN line) when you configure the first landline number. If you want to change the connection type later, you must delete all of the landline numbers you configured first.

  6. Enter your landline number or ISDN phone numbers (MSNs) and click on 'Next'.

6 Assigning phone numbers to phones

The procedure depends on how the phone is connected to the FRITZ!Box:

Entering phone numbers in ISDN phones

  1. Delete all of the phone numbers configured in the phone.
  2. Re-enter the desired phone numbers in the phone exactly as they are displayed in the FRITZ!Box user interface in the settings for the phone on the 'FON S0' tab.

    Note:You can find information on configuring the phone numbers (MSNs) in the phone's manual, or consult its manufacturer directly.

Assigning numbers to cordless phones, analogue phones, and IP phones

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephony Devices' in the 'Telephony' menu.
  3. Click on the (Edit) button for the respective phone.
  4. Configure the phone so that it reacts to incoming calls to the desired phone number: Enter the number under 'Outgoing calls' or 'Incoming calls', or enable the 'React to all numbers' option.
  5. Click on 'Apply' to save the settings.

Defining phone numbers for FRITZ!App Fon

Do not configure the phone numbers for FRITZ!App Fon in the FRITZ!Box user interface, configure them in the app itself:

  1. Start FRITZ!App Fon.
  2. Tap on the gear symbol (Android) or the three-dot menu (iOS) on the top right and then tap on 'Settings'.
  3. If you are using FRITZ!App Fon in iOS, tap on 'Phone Numbers'.
  4. If you are using FRITZ!App Fon in Android and use the app with several FRITZ!Boxes, first tap on the gear icon next to the desired FRITZ!Box.
  5. Under 'Outgoing calls', select the number to be used by FRITZ!App Fon for making calls.
  6. Under 'Incoming Calls', specify which phone numbers FRITZ!App Fon should react to when you receive calls.

7 Disabling the energy-saving mode for ISDN phones

The FRITZ!Box is equipped with a number of energy-saving mechanisms. For example, communication between the internal S0 bus and ISDN devices is terminated when there are no active connections. Some ISDN devices have problems with this function. Therefore, disable this function in the FRITZ!Box if ISDN devices are having problems establishing connections:

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Telephony Devices' in the 'Telephony' menu.
  3. Click on the (Edit) button next to the ISDN device you want to configure.
  4. Click on the 'Properties' tab.
  5. Disable the 'enable energy-saving mode for internal S0 bus' option.
  6. Click on 'Apply' to save the settings.

8 Maintaining a permanent internet connection

Calls to your internet phone number can only reach the FRITZ!Box if an internet connection is active. Therefore, configure the FRITZ!Box so that it maintains a permanent internet connection:

  1. Click on 'Internet' in the FRITZ!Box user interface.
  2. Click on 'Account Information' in the 'Internet' menu.
  3. Click on 'Change connection settings'.
  4. Enable the 'Maintain permanently (recommended for flat rates)' option. If the option is not shown, the FRITZ!Box is already permanently connected to the internet.
  5. Click on 'Apply' to save the settings.

9 Setting up port forwarding for internet telephony

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Phone Numbers' in the 'Telephony' menu.
  3. Click on the 'Line Settings' tab.
  4. Click on 'Changing the Settings' in the 'Telephony connection' section.
  5. Enable the option 'Keep port sharing of the internet router enabled for telephony'.
  6. Select a suitable time interval. Select '30 sec.' if you do not know how long temporary port forwarding rules will be maintained.
  7. Click on 'Apply' to save the settings.

10 Disabling call diversions at the provider's end

The phone may not ring because call diversion is enabled at your telephony provider's end. Therefore, disable all call diversions configured at the provider's end:

  1. Check in your telephony provider's app or in your personal customer area on your provider's website whether call diversion is enabled for one of your phone numbers.
  2. Disable any call diversions configured at the provider's end.

11 Reconfiguring the phone number and having it checked

  1. Click on 'Telephony' in the FRITZ!Box user interface.
  2. Click on 'Phone Numbers' in the 'Telephony' menu.
  3. Click on the (Delete) button for the phone number to be reconfigured.
  4. Reconfigure the phone number and select your telephony provider during setup.
  5. If the phone still does not ring for incoming calls, contact your telephony provider to have your phone number checked.

    Important:After the porting of a phone number, it is often possible to make calls with this phone number immediately. In some cases it may take one or two days before incoming calls are signalled.



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