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- FRITZ!Box 7690
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- FRITZ!Box 7590 AX
- FRITZ!Box 7590
- FRITZ!Box 7583 VDSL
- FRITZ!Box 7583
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- FRITZ!Box 7530 AX
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- FRITZ!Box 7520
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- FRITZ!Box 7490
- FRITZ!Box 6890 LTE
- FRITZ!Box 6860 5G
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- FRITZ!Box 6690 Cable
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Cannot make outgoing calls
You can't make outgoing calls? The phone does not work or the phone number is not registered? ✔ Here's what to do.
Outgoing calls cannot be made over the internet with one or more phones connected to the FRITZ!Box. It is also possible that only certain phone numbers cannot be called. The problem either occurs sporadically or all the time. When it occurs, the phone number may not be registered and one of the following error messages or another message regarding the phone number may be displayed on the 'Overview' page or in the event log of the FRITZ!Box:
- '[number] phone numbers active, none of these registered'
- 'Registration of internet phone number [number] failed. Reason for error: DNS error'
- 'Registration of internet phone number [number] failed. Reason for error: Remote site not responding. Timeout.'
- 'Registration of internet phone number [number] failed. Remote site reports reason for error: [40x, 50x, 500, 503]'
- 'Internet telephony registration failed [number] Reason for error: [401, 402, 403]'
- 'Internet telephony with [Number] failed. Reason for error: [404, 405, 406, 407, 408, 50x]'
- 'Internet telephony with [number] via [registrar] failed. Reason for error: Not Acceptable Here (488)'
- 'Internet telephony with [number] via [registrar] failed. Reason for error: Timeout: The call was not accepted. [Message]'
- 'Internet (telephony) connection cleared.'
Simply proceed as described below. After each measure, check whether the problem is solved.
1 Installing the latest FRITZ!OS
- Install the latest FRITZ!OS on the FRITZ!Box.
2 Assigning phone numbers
In some cases calls cannot be made with the analogue extension 'FON' if no phone number was assigned to the phone:
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Telephony Devices' in the 'Telephony' menu.
- Click on the
(Edit) button for the respective telephony device.
Important:If the telephony device was not configured yet, click on the 'Configure New Device' button and follow the wizard's instructions.
- From the 'Outgoing Calls' drop-down list, select the number to be used by the telephony device for making outgoing calls. If you do not select a phone number, the number entered under 'Telephony > Telephone Numbers > Line Settings' is used for making calls.
- Select the phone numbers to which the telephony device should react when you receive calls. You can select up to ten numbers (including the number for outgoing calls).
- Click on 'Apply' to save the settings.
3 Entering your location information
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Telephone Numbers' in the 'Telephony' menu.
- Click on the 'Line Settings' tab. If the tab is not displayed, the correct location information is automatically entered by your provider.
- Select your country from the drop-down list under 'Location Information'. If your country is not listed, select 'Other country'.
- For the 'Country code', enter the leading zeros in the first field and the country code in the second field (for example, enter '00' and '49' for Germany, see fig.).
- For the 'Area code', enter the leading zero in the first field and the area code in the second field (for example '0' and '30' for Berlin, see fig.).
Fig.: Entering the country code and area code (e.g. for Germany and Berlin)
- Click on 'Apply' to save the settings and on the FRITZ!Box, confirm that the procedure may be executed, if you are asked to do so.
4 Restarting the FRITZ!Box
- Click on 'System' in the FRITZ!Box user interface.
- Click on 'Backup' in the 'System' menu.
- Click on the 'Restart' tab.
- Click on the 'Restart' button.
5 Enabling calls to international and premium numbers
IP phones (for example FRITZ!App Fon) and phones connected to a Mesh Repeater can only be used to make national calls and calls to emergency numbers. You can disable this security feature:
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Telephone Numbers' in the 'Telephony' menu.
- Click on the 'Line Settings' tab.
- Click on 'Change selection' in the 'Security' section.
- Uncheck the boxes for all of the IP phones that are allowed to dial international and premium numbers.
- Click on 'OK' to save the settings and on the FRITZ!Box, confirm that the procedure may be executed, if you are asked to do so.
6 Deleting call blocks
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Call Handling' in the 'Telephony' menu.
- Delete call blocks for outgoing calls to individual numbers or ranges of numbers that you want to call.
7 Deleting carrier prefixes (provider prefixes)
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Call Handling' in the 'Telephony' menu.
- Click on the 'Provider Prefixes' ('Carrier Prefixes') tab.
- Delete all entries under 'Global Provider Prefix' ('Global Carrier Prefix') and 'Additional Provider Prefixes' ('Additional Carrier Prefixes').
- Click on 'Apply' to save the settings.
8 Entering the correct internet phone number and login information
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Telephone Numbers' in the 'Telephony' menu.
- Make a call and check whether numbers are configured or the status LED in front of the number is green or grey.
- If the LED is green, continue with the next section. The login information is entered correctly.
- If the LED is grey:
- Reconfigure the phone number in the user interface.
- If the status LED is still grey or you cannot edit or delete the phone number, proceed as described in the guide Phone numbers cannot be entered or edited.
- If the message 'No phone numbers are configured is displayed:
- Set up the phone number in the user interface.
- If you cannot configure phone numbers, proceed as described in the guide Phone numbers cannot be entered or edited.
- If the LED is grey:
9 The provider rejects the call attempt
This section only applies if the message 'Internet telephony [...] failed. Reason for error: Not Acceptable Here (488)' is displayed under 'System > Event Log' in the FRITZ!Box user interface when the error occurs. This message from your provider means that they do not make a requested function available for your line. This could be caused by the following reasons, for example:
- The provider does not support calls to the destination phone number, for example calls to premium numbers.
- The provider does not allow you to make more than one call at a time.
- The provider does not support the requested codec.
Therefore, a solution on the part of the FRITZ!Box is not possible.
10 Connecting and configuring an analogue phone
The following steps are only necessary if the phone is connected to the analogue extension 'FON':
Setting your analogue phone to tone dialling
- Set your device to 'tone dialling' (DTMF) and not 'pulse dialling'. Pulse dialling is no longer state of the art and can lead to dialling problems on a phone system. We therefore cannot guarantee that devices with pulse dialling will operate correctly with the FRITZ!Box. With tone dialling, you hear a tone when you press a number key; with pulse dialling, you hear clicking sounds. Refer to the manufacturer of the device for information on how to set it up, for example consult the manual.
Only one FON socket can be used
The 'FON' socket has two options for connecting devices: An RJ11 socket and a TAE socket. You can only use one connection option at a time:
Example:
If you connected a phone to the RJ11 socket, you cannot connect a device (for example a fax machine, answering machine) to the TAE socket.
- If you connected devices to both of the sockets for the same extension, disconnect one of the devices from the FRITZ!Box.
11 Defining phone numbers for FRITZ!App Fon
- Start FRITZ!App Fon.
- Tap the gear symbol
(Android) or the three-dot menu (iOS) on the top right and then tap 'Settings'.
- If you are using FRITZ!App Fon in iOS, tap on 'Telephone Numbers'.
- If you are using FRITZ!App Fon in Android and use the app with several FRITZ!Boxes, first tap the gear icon next to the desired FRITZ!Box.
- Under 'Outgoing calls', select the number to be used by FRITZ!App Fon for making calls.
- Under 'Incoming Calls', specify which phone numbers FRITZ!App Fon should react to when you receive calls.
12 Reconfiguring your phone
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Telephony Devices' in the 'Telephony' menu.
- Delete the phone that you cannot make calls with. To do so, click on the corresponding
(Delete) button.
- Use the wizard to reconfigure the phone: To do so, click on the 'Configure New Device' button and follow the instructions.
Important:Do not use the wizard configure FRITZ!App Fon. FRITZ!App Fon is automatically set up again if you delete the app from your smartphone and reinstall it.
13 Disabling HD telephony
The following steps are only necessary if the problem occurs with a cordless phone:
- Click on 'Telephony' in the FRITZ!Box user interface.
- Click on 'Telephony Devices' in the 'Telephony' menu.
- Click on the
(Edit) button for the respective phone.
- Click on the 'Telephony Device Features' tab.
- Click on 'Advanced Settings' to display all of the settings.
- Select the 'HD disabled' option from the drop-down list in the 'HD Telephony' section.
- Click on 'Apply' to save the settings.
The FRITZ!Box is now fully configured for making calls over the internet. If you still have problems, your internet telephony provider may be experiencing technical difficulties.