Can't make outbound voip calls anymore

(Meant to add that web suggests logging onto router and disabling SIP. Any thoughts?)

Reset the modem. Why would you disable SIP if you're not using SIP trunks? You don't say what service or what port you're using. 

We understand the importance of being able to make outbound VoIP calls, @gshacte, and we are here to assist.

We recommend restarting the gateway. Restarting the Wi-Fi gateway will clear any errors in the connection. To restart the gateway:

1. Unplug the power cord from the back of your gateway.
2. Plug the power cord back in and wait for the gateway to fully power up.

Please note: Restarting the gateway will interrupt all AT&T services.

You can also take a look at our guide on digital phone service troubleshooting for more tips on how to resolve most digital phone issues.

If you need additional assistance, don't hesitate to reach back out. If you are still experiencing issues, we can then meet in a private message and run some tests on your network to get this resolved.

Thank you for contacting AT&T Community Forums.

Amon, AT&T Community Specialist.

Thanks for the reply. Att shipped a new modem to address problem, but problem persists.  May take you up on your offer to pursue it. But Att tech support is sending a technician Monday. We'll see if the technician can resolve. As for sip, i came across it on the web, but I can't say i understood why it was suggested. 

Hey @gshacte, let's work on resolving why you cant make outbound calls. 

We understand how important it is to be able to call out on your home phone. We recommend waiting for the technician appoinment to see if they are able to repair the issue. You can manage this visit with the Appointment Portal.

If after that you see that it is still ongoing, we can work on some things from our end. Just reach out to let us know, and we will be more than happy to help!

Thank you for contacting AT&T Community Forums. Have a great day!

Johan, AT&T Community Specialist

Thank you for the support and interest. Problem resolved. The tech who was dispatched  called my daughter's house before coming.  He had her check setting on home phone, I think whether set to  pulse or not.  Somehow, perhaps a child messing with the phone changed the setting. Eureka! Once properly set, outbound calls worked.

I called at&t to express concern that the company was needlessly spending money shipping replacement routers and dispatching field folks. In this case, first line support would have easily resolved this if they had a procedure to follow when someone calls saying they can't make outbound voip calls. A simple dbase search by support on the problem-  'voip outbound', could result  in advice to check customer phone settings first,  for a fast and  cost-free resolution. But att's approach, if reset the router doesn't work, send another one.

Att recently and needlessly replaced our router when I reported occasional one or two 2-4 second breaks during voip calls. The calls stayed up, but there would be a brief gap when you could not hear anything, then the sound was suddenly restored. Very usable, but annoying.

Att rep checked our voip profile. Let it go for a few days to see if resolved. But problem persisted. Another rep said would check voip profile. I said someone else already had. But I think she said they may have looked but not made changes.  Anyhow, after a few days  of calls after whatever change was done, no problems.

Here again, new router  sent because tech support doesn't have a procedure to try to do whatever was finally apparently done to our voip profile. Actually, the rep who resolved this issue said if we have subsequent problems, refer the agent to the profile. But why wouldn't a trained agent know to do that?

I may have mislead a bit. All of this was based on recalling events weeks after, but bottom line is, if I alone  have seen  two customer routers needlessly replaced recently, how much money is att spending replacing countless  routers for no reason. 

Its a matter of staff  training, reps having procedures to follow, and the system summarizing and recording  the cause and resolution of every call and making those results available in a database that is accessable to support staff via query. 

Unfortunately CS reps are pretty much clueless beyond telling you to reboot the gateway and/or sending a new one.

Many years ago my brother was considering UverseTV & CS told him something I KNEW was wrong (I can’t even remember what it was).  I called to question their information since I had had UVerse TV for many, many years.  Customer Service stood by their MIS-information until I finally hung up.  

I agree…better training or at least better scripts could save time, money & frustration.  🤷‍♀️

I've got to quit assuming the phone is set to tone dialing when all that's reported is can't call out.