FAQ

Can I use multiple extensions on my handset?
We use tagged VLANs on our network/We use QoS within our network. Will Snom handsets integrate with our network?
How do I use my handset?
How can I access my voicemail?
Audio quality is poor/I cannot hear the other person during a call/The other person cannot hear me/There is no audio. What should I do?
The screen on my handset if flickering/My handset randomly reboots. What should I do?
Where can I find the the MAC address of the handset?
The handset won’t connect to my network. What should I do?
I’ve tried all troubleshooting steps but I’m still experiencing an issue with my handset?
How do I raise a support case regarding the issue with my handset?


Can I use multiple extensions on my handset?
Yes. If at any time you want to enable this feature, please raise a support case which should include the handset MAC address and the details of the additional extension number or if you would like us to create a new one.


We use tagged VLANs on our network/We use QoS within our network. Will Snom handsets integrate with our network?
With these types of enquiries, please contact our technical support team either via raising a support case or call us on +44 (0)203 582 8500.


How can I access my voicemail?
You can access your voicemail by dialling 500. Additionally, you can use the Useful Numbers page to learn more about other features.


Audio quality is poor/I cannot hear the other person during a call/The other person cannot hear me/There is no audio. What should I do?
Improper cabling may lead to issues with call quality.

Checking the following connections are securely fitted may solve the issues that you are seeing:

  • Network cables are securely fitted into the NET port on the back of the handset from a known working network socket
  • The power supply is securely fitted at both ends. If using PoE, ensure the network cable is securely fitted.
  • The curly cord is securely fitted in the receiver and in the rear of the handset

The screen on my handset if flickering/My handset randomly reboots. What should I do?
Improper cabling may lead to issues with handset functionality.

Checking the following connection is securely fitted may solve the issue that you are seeing:

  • The power supply is securely fitted at both ends. If using PoE, ensure the network cable is securely fitted.

Where can I find the the MAC address of the handset?
The MAC address can be found on the back of the handset under the bar-code and should begin with 000413 followed by six characters.

Alternatively, the MAC address can be found using the interactive menu:
1. Using the circular silver key, press up
2. Select 3 Maintenance
3. Select 1 System Info
4. Press down until you see MAC: 000413xxxxxx


The handset won’t connect to my network. What should I do?
Ensure network cables are securely fitted into the NET port and not the PC port on the back of the handset from a known working network socket. Before raising a support case, it may be worth consulting with your internal technical support who may uncover further underlying issues with your network set up.


I’ve tried all troubleshooting steps but I’m still experiencing an issue with my handset?
If performing all troubleshooting steps has not resolved the issue that you are experiencing, please raise a support case with as much detail as possible. Following this, a member of our technical support team will further investigate the issue.


How do I raise a support case regarding an issue with my handset?
To raise a support case, please use the Secure Control Panel. Once logged in, go to the Support Helpdesk and click Open a New Support Case under Shortcuts.

Try to include as much detail as possible about the issue you are experiencing. Some useful information for us to help investigate the issue would include:

  • A detailed description of the issue
  • The date and time the issue occurred or the frequency of the issue
  • MAC address of the handset
  • The message being displayed on the handset screen