Four Points Kelowna — Guest Phone Troubleshooting Guide

ℹ️ Use this guide when a guest room phone at the Four Points has stopped working. Every so often a guest phone loses its configuration and drops off its network. When that happens, it falls into the wrong VLAN and stops registering. This guide walks you through getting it back — a reboot, and if that doesn't work, moving it back onto the right network so it can fix itself.

📞 Phone support is provided by NATG, our primary phone vendor — service@natgisit.ca. The steps below are things you can try yourself first. If they don't resolve it, see Who to Contact at the end of this guide to find out whether the issue goes to NATG or to Argus IT.

🔧 What's Actually Happening

When a guest phone loses its configuration, it can't find its way back to the right part of the network on its own. Instead, it drops into the Public VLAN (the 172.31.x.x range) — the phones tend to "hide" there when they lose their config. They need to be moved back to the Phone VLAN (VLAN 10, the 172.30.x.x range), where they can reach the configuration server and provision themselves again.

Most of the time a reboot fixes it. When it doesn't, the steps below move the phone back to the right VLAN, where it can download its configuration and provision itself again automatically.

📇 Quick Reference

Keep these handy — they're the values and codes you'll use throughout.

📋 Before You Start

1. Physical access to the phone in the affected room.
2. The room number — you'll need it to re-register the phone and to confirm it ends up registered to the right room.

Stage 1: Try a Reboot First

Step 1: Reboot the phone

Unplug the phone (or power-cycle it) and let it start back up.

• If it comes back online and works — you're done.
• If it does not come back, and it makes a few beeps during startup, that means it has lost its configuration. Continue to Step 2.

Step 2: Reboot again and enter the room number

Reboot the phone once more. While it's making its startup noises, press * followed by the room number.

• If the phone activates and works — you're done.
• If it still doesn't work, the phone is in the wrong VLAN. Continue to Stage 2.

Stage 2: Move the Phone Back to the Correct VLAN

Step 3: Check which VLAN the phone is on

On the phone, press **47#. The phone will read its current IP address out loud.

• If the address is in the 172.31.x.x range, the phone is stuck in the Public VLAN (the wrong one). Continue to Step 4.
• If it's already in the 172.30.x.x range, the VLAN isn't the problem. Skip ahead to Stage 3 to confirm it's registered to the right room — and if it is but the phone still isn't working, report it (see Who to Contact below).

Step 4: Move it to the Phone VLAN

Press **87*123*10# on the phone. This moves it to VLAN 10, the Phone VLAN. (The 10 at the end is the VLAN number.)

Step 5: Verify the new IP

Press **47# again to hear the IP address. It should now be in the 172.30.x.x range.

Once the phone is on the correct VLAN, it can reach the configuration server and should download its configuration and provision itself automatically.

Step 6: Reboot and test

Reboot the phone and repeat Step 2 (enter * + room number during startup).

• If the phone now activates properly, continue to Stage 3 to confirm it's on the right room.
• If it still won't activate after moving it to the correct VLAN, you've done everything that can be done from the phone itself — report it (see Who to Contact below). At this point the phone needs the vendor or IT to restore its configuration.

Stage 3: Verify the Phone Is Registered Correctly

Step 7: Confirm the IP matches the room

Once the phone is back up, press **47# one more time to hear its IP address.

The IP encodes the room number, so it lets you confirm the phone is registered to the correct room. For example:

Room 414 → 172.30.14.14

If the IP matches what's expected for that room, the phone is correctly registered and you're done.

⚠️ If the IP doesn't match the room (e.g., you're working on room 414 but it reports a different address), the phone may have picked up the wrong room's settings. Report it (see Who to Contact below) so the configuration can be corrected.

📞 Who to Contact

If the steps above didn't resolve the problem, here's where the issue goes.

Phone problems go to NATG first

NATG is our primary vendor for phone support. For guest phone issues you can't fix with the steps above, email them at:

service@natgisit.ca

If NATG needs help from Argus IT, they will contact us directly — you don't need to arrange that yourself.

Contact Argus IT when:

• A phone won't power on at all — IT can do the initial troubleshooting on a dead phone before it goes to the vendor.
• The problem is clearly network connectivity — network issues are IT's area.
• It's serious and widespread — if large parts of the hotel's telecom infrastructure are down (not just one or two phones), notify Argus IT right away so we can respond. Don't wait on a vendor email for a major outage.

For a routine single-phone problem that survived the steps above, NATG is your contact.

What to include when you report it (to NATG or IT)

• The room number(s) affected.
• The phone's MAC address — see below. This is the single most useful thing you can provide.
• The IP address the phone reports from **47#.
• Which steps you already tried and what happened.
• Whether it's one phone or several.

💡 Always include the MAC address. The MAC is a unique hardware ID printed on a label on the back (or bottom) of the phone. It's six pairs of letters and numbers, usually written like this:

00:1A:2B:3C:4D:5E  (sometimes with hyphens instead of colons: 00-1A-2B-3C-4D-5E)

The MAC never changes, so it lets the vendor or IT locate the exact phone on the network — which switch port it's plugged into, whether it's drawing power, and whether it's reaching the network — all without being in the room. Including it often lets the problem be diagnosed before anyone has to go to the room.

📎 Attached Files

• Phone configs.zip — the per-room configuration files. These are IT reference material and are loaded by IT when a phone needs its configuration restored. You don't need these files for any of the steps above — getting the phone onto the correct VLAN lets it pull its own configuration automatically.

Related Articles

• The Basics to Try When You Have a Problem (KB# 10001)
• How to Fill Out a Ticket (KB# 10002)
• Unable to Use the Internet — How to Find the Actual Problem (KB# 160001)

ArgusIT KB# 100053 | Original: January 26, 2023 (Vincent Kruggel) | Rebuilt: May 25, 2026

Tags: four points, guest phones, guest phone, phone, voip, vlan, phone offline, phone not working, four points phones