Zultys IP phone on home network

I'm going to ask what might seem like stupid questions:
1) Is the user using an Ethernet cable and connecting it to their router?
2) If the answer to #1 is yes, is the user connecting the cable to the correct port in the phone?

yes, and yes

I don't know what type of router your home user has, but I'd recommend checking for two things:
1) Make sure that settings like SIP ALG are turned off.
2) Make sure that the router isn't somehow blocking the phone (I've actually seen this happen with some Comcast routers)

In addition to the good suggestions above, I'd suggest trying it from a different network.  Have you gotten this phone to work on any network?  I'd try several locations to see if this is something about the specific home network or if something else is the issue.

CompProbSolv cover a point I didn't mention. Did the phone work in the office before you sent it out to the user's home? I ran under the assumption that it did, which is a pretty dangerous assumption to make.

i took one of the phones home with me to try on my network and it says same the  error.,. network not available..

does anyone know what the default password is for those phones?

To be able to change things the default would be...

Username: admin
Password: [leave blank]

You may want to check to see whether the PBX programmed a password to the phone. I've known some systems to do it, like 3CX.

Do you have an in house PBX? If so, did you make sure the phone was provisioned as a remote one? I assume that they were working properly at the office?

"i took one of the phones home with me......."
Just to clarify: you have tried two different phones at three locations (office and 2 different home networks) and both work at the office but both are unable to find the network when on either home network.  Is this accurate?

If so, then there must be some setting that restricts these phones to your office.
Mansrock asked about an in-house PBX; that's a critical question.  One VoIP arrangement has the phones connecting to a PBX in the office and the PBX provides the service.  The PBX could connect to phone lines in any one of several methods (VoIP, POTs, leased line, etc.).

A different VoIP arrangement has no special hardware on-site other than the phones.  The PBX is located somewhere on the internet and your phone connects to the PBX through your local internet connection.

Do you know which arrangement is being used at your office?

it works at the office just fine..its when we take them out of the office they dont work

Do you know which arrangement is being used at your office?  (local or remote PBX)

we have a local PBX ..

Did you change what server the phones are supposed to look for when they are remote? And is your firewall set up for remote extensions?

Which model of PBX do you have?

I believe that mansrock is on the right track here.  When connected at the office, your phones look for the PBX on a local (private) IP address.  When you connect from elsewhere, the phones need to look for the PBX on your office LAN's external (public) IP address.  Whatever you have for a router or firewall on the LAN will also need to be configured (if not already) to allow such remote access.

You could also get around this by configuring a VPN from home to the office, but that may be more complicated than what is mentioned above.

If you have a phone vendor that you work with, that might be an ideal solution to assist you along. We might be able to help you if we have the documentation of your PBX.

There is also the MXconnect feature (doing some research online) that might be an even better solution for you.

The issues  is your MX box is hosted at your office and has a local IP (local to the office) and that is why the phone works there.  When you take the phone home, the IP programmed in the phone is looking for the MX250 box that does not exist at the home.

The fix is to open up a port at the office that points to the MX250 box and then update the phone to  point the IP at your office. You do have to have a static IP at the office for this to work.

Because Zulty's only works through their partners, you are probably already paying them for support and I suggest you hit them up to do this for you.

thanks everyone. unfortunately our predecessors did not have a support contract. i dont have the Admin password for these phones either.

You may want to look into a vendor then, or at least a support contract. Obviously, there is also the option of looking for another system, but I wouldn't recommend that unless the current one wasn't meeting your needs (or was just antiquated)

thanks.. i guess i can try and call them. and work with the MX Admin software. thanks