Connecting your Gigaset to Voys
On this page, you’ll find manuals with the correct setup details to get your Gigaset working with us. We also share common settings and issues we’ve seen from other customers. If you don’t find what you need here, check your phone’s manual or search online for help. And if you still need assistance from Voys, please reach out to our support team.
Don’t forget to encrypt your phone 
Encrypted Calling: Keep hackers out of your conversations
FAQ
If your phone is stuck on "initializing," this is normal when the phone is trying to register itself. However, if it stays stuck for a long time, it means it hasn’t connected to our platform. Here are the common scenarios and solutions:
First-Time Setup
If this is the first time you’re setting up the phone:
- Double-check the manual: Make sure you’ve followed every step and filled in all the necessary fields correctly.
- Still not working? If the phone was previously used with another provider, it may need to be reset. Follow the manual again after resetting it to make sure the setup is correct.
- If that doesn’t help, you may need to contact the previous provider to release the phone so it can connect to our platform.
The Phone Was Working, But Now It’s Not
If your phone was working fine before but is now stuck on “initializing”:
- Unplug and restart the phone: Pull the plug out and plug it back in. This often resolves connection issues, especially if there was a temporary network glitch or provider update.
- Still stuck? Try accessing the phone’s web interface by entering its IP address in a browser. If you can access it, check the settings to see if anything is wrong.
- Still nothing? If it won’t restart or connect, there’s a chance the phone is damaged and may need replacing.
If your phone is stuck on "initializing," it’s likely damaged — possibly due to power surges from load-shedding. If it’s still under warranty, contact your supplier for a replacement.
The phone rings and you don't see the caller's information or additional information such as your company name or a long number (e.g., 174480001) on your display. The caller ID is incorrect. Your Gigaset is probably not configured correctly to communicate with our platform.
First modify the settings below.
- Go to freedom.voys.nl and log in with your username and password.
- Go to Admin.
- Go to VoIP account.
- Choose the VoIP account connected to your device.
- Select the tab Advanced (SIP) settings.
- Go to Caller ID Header.
- Set this to From SIP header.
- Then test if you now only see the caller's information displayed.
Check if it works. If not, continue reading.
Read here on the Gigaset page how to do this.
What's happening?
The message suggests that something is going wrong with Voys as the provider. This is very rarely the case (as that would mean our platform is down). What's actually happening is that something is going wrong within your own network.
The solution
Have you just configured your Gigaset yourself? Double-check that you've entered the correct settings. In particular, you should copy and paste the account ID and password for your VoIP account from freedom.voys.nl.
Have you been using the device for some time? Then go through the following checklist step by step:
- Check if your PC has an internet connection. If not, your internet provider might be experiencing an outage. In that case, you should contact the administrator of your network or your internet provider.
- Do you have internet on your PC? Then restart the Gigaset base station. You can do this by disconnecting the power (for at least 5 seconds). The base station can be a black or white box with a blue glowing button. It will have Gigaset N300 or Gigaset N510 printed on it, respectively.
- Does that not work either? Restart the modem or router of your internet provider by disconnecting the power (for at least 20 seconds).
Do you see your colleague's number on your phone instead of the customer's number after transferring a call? This could be due to the settings of your VoIP account.
- Log in to Freedom.
- Click on Admin in the menu bar.
- Select VoIP account.
- Click on the correct VoIP account.
- Go to the tab Advanced (SIP) settings.
- Change the Caller ID header from From SIP Header to Remote Party-ID SIP header.
- Click on Save.
What's happening?
Your network cable is not connected to the network.
The solution
Check the following items:
- First check if the network cable is properly connected to the Gigaset base station. Make sure you firmly push this cable into both the port of your base station and the port of your router.
- Then check if the network cable is connected to a router that has power.
- Restart your router by unplugging the adapter from the power outlet and plugging it back in after 20 seconds.
- Connect a different network cable between your device and your router.
Have you gone through the above steps and the problem is still not resolved? Please contact us. You can do this at the bottom of this page.
What's happening?
If the message No base appears on your handset display, this can have different causes:
- Your handset is out of range of your base station.
- Your handset is not (or no longer) paired with the base station
The solution
- Restart the Gigaset base station to be sure. Do this by disconnecting the power (for at least 5 seconds). The base station can be a black or white box, with a blue illuminated button on it. They are labeled Gigaset N300 or Gigaset N510 respectively.
- Try to make a call again with your handset, within a range of 5 meters from your base station. Can you make calls now? Then it's related to the range.
The range can be limited by various factors, such as the placement of the base station or the materials present in the office space. A Gigaset Repeater might improve the situation, contact us and we'll be happy to think along with you!
If the message No base continues to appear in your display, there's a good chance that your handset has been (accidentally) unpaired from the base station. contact us and we'll help you resolve this issue.
While Gigaset consumer handsets and base stations are interchangeable, not all features will work when using a consumer handset on a Gigaset PRO base station (e.g., the HOLD function won't be available). We recommend using PRO handsets with PRO base stations for full functionality.
Yes, Gigaset consumer handsets are compatible with both current and previous generations of base stations, including older models. However, the level of compatibility may vary depending on the combination of handset and base station.
You can use the Gigaset compatibility database to see which features work with different combinations of handsets and base stations. Find it here.
- Configure this on the handset
- Go to Menu - Settings - Audio Settings - Ringtones (Handset) - Melodies > Set the correct ringtone for internal and the SIP account in use
