Your phone line is moving: what you need to know

Your phone line is moving to a new network, and Goodtel is taking care of the move. Most customers keep their number and their phone, and only need to type three details into their modem: a username, a password and a server address, which we will give you.

About the change

Why is my phone service changing?

The network that currently carries your phone line is being switched off on 30 November 2026, so we are moving your line to a new network before then. You stay with Goodtel, with the same support team. Your phone still plugs into your modem, and you still pick up, dial and talk as you do now.

Will my phone number change?

No. Your number moves across with your line, so people keep calling the same number.

Will I be without a phone during the change?

We will tell you your date before anything happens. There may be a brief interruption while we switch your line over. Once the switch is done, your modem needs your new details before your phone will work again. The steps below will get you back up and running, or contact us and we will help.

What do I need to do?

1. Find your modem's model name and check it is in the table below.

2. Wait for your three phone details from us (a username, a password and a server address).

3. Type them into your modem using the steps below, or ask us to help.

4. Make a test call.

Your modem

How do I find out which modem I have?

Look at the sticker on the back or bottom of your modem. The model name is printed there, for example NF18ACV or Archer VX230v. If you are not sure, send us a photo of the sticker.

Will my modem work with the new service?

A modem can only carry your phone if it has a phone socket (a small RJ11 socket where the phone cable plugs in).

DrayTek models without a V in the name have no phone socket. If your modem is not on this list, please contact us.

My modem has no phone socket. What now?

You have two options. The first is a small phone adapter: a little box that plugs into your router with a network cable, and your phone plugs into the box. The second is replacing your modem with one that has a phone socket. We will advise which suits you better.

The three details you will be given

What will I be given, and what do they mean?

We may also give you a port number (usually 5060). Only change a setting we have not mentioned if we tell you to.

Tips to avoid typing mistakes

• Copy and paste the details if you can, and make sure no spaces are added at the start or end.
• Passwords are case sensitive, so capital letters matter.
• Type the username exactly as we send it. It is not always your phone number.
  
  

Entering the details in your modem

Before you start, make sure your internet is working and your phone is plugged into the phone socket on the modem (not the socket for the phone line from the wall). If you would rather not do this yourself, contact us and we will help.

NetComm modems (NF18ACV, NF18MESH, NF20MESH, NL19MESH)

1. Connect a computer or phone to your modem by Wi-Fi or cable.

2. Open a web browser, type 192.168.20.1 and press Enter.

3. Log in. The password is on the sticker on the modem.

4. In the menu on the left, click Phone. If you do not see Phone, click Voice, then SIP Basic Setting. Which one you see depends on your modem's software.

5. Type the server address in the boxes called SIP Proxy and SIP Registrar. If you see tick boxes called Use SIP Proxy and Use SIP Registrar, tick them first.

6. Type your username in SIP Username (or Authentication name) and your password in SIP Password (or Password).

7. Leave the Outbound Proxy box blank unless we tell you to fill it in.

8. Click Apply or Save.

9. Check the phone status shows Up. On some modems you will find it under VOIP Status.

10. Plug your phone into phone port 1.

TP-Link modems (Archer VX230v, VX1800v)

1. Make sure your internet is working.

2. Log in to your modem's settings page. The address and password are on the sticker on the modem.

3. Click Telephony, then Telephone Numbers, then Add.

4. For Telephony Provider, choose Other.

5. Type your username in Authentication ID, your password in Password, and the server address in Registrar Address. For Phone Number, enter what we tell you.

6. Leave the Advanced settings alone unless we tell you otherwise.

7. Click Save and check the line shows as registered.

DrayTek modems with a V in the name (Vigor 2865Vac, 2765Vac)

1. Log in to your modem's settings page.

2. Click VoIP, then General Setting, and turn VoIP on.

3. Click SIP Accounts, then click an empty line.

4. Type the server address in both Domain/Realm and Proxy.

5. Type your username in both Account Number/Name and Authentication ID, and your password in Password.

6. In Ring Port, choose the phone socket your phone is plugged into, then click OK.

7. An R next to the account means the phone line is connected.

DrayTek Vigor 2767Vax

1. Log in to your modem's settings page and click Configuration, then VoIP.

2. In General Setup, turn VoIP on and type the server address once.

3. Open SIP Accounts and click +Add.

4. Type your username in Account Number and your password in Password, and choose the phone socket your phone is plugged into.

5. Click Apply. The status should say Registered.

Other modems

We will send you the steps for your modem. If your modem shows different names to those above, do not guess; contact us.

Checking it works, and fixing problems

How do I know my phone is working?

The phone status in your modem says Up, Registered or R, and the phone light on the modem is on. Then make two test calls: call your number from a mobile, and call a mobile from your phone. You should hear a dial tone when you pick up.

I have no dial tone, or I cannot make or receive calls

Try these in order:

1. Check your phone is plugged into the right phone socket on the modem (port 1 for your first line).

2. Check you typed the username, password and server address exactly as we sent them, with no extra spaces.

3. Check your internet is working.

4. Restart the modem: switch it off, wait 30 seconds and switch it on again. Give it a few minutes.

5. If it still does not work, contact us (details below).

Calls drop out, or I can only hear one side

Your modem or router may have a setting called SIP ALG that interferes with phone calls. On NetComm modems it is under Advanced, then SIP Settings. If you are not comfortable changing it, contact us and we will help. If your modem sits behind another router, that router may have the same setting.

I have more than one phone number or line

NetComm modems can run two phone lines, and the TP-Link Archer VX230v can run several. Tell us how many numbers you have so we can check your modem can handle them.

I use a fax machine, EFTPOS terminal or alarm line

These do not always work well over an internet phone line. Please tell us before the change so we can check.

What happens in a power cut or if my internet goes down?

A phone that runs through your modem stops working if the power or the internet goes out. Keep a charged mobile phone nearby, and use it to call 000 in an emergency.