Since this system is essentially VOIP so there is a slight delay (typically around 10 seconds) before the phone actually rings. If there is 20-30 seconds before it picks up, try restarting the ONT. I recommend unplugging the ONT (small white box) from the power cable and after 20 seconds, plug that back in. This will reboot the device and if there are any errors allocated, this would clear them out. 1 full minute after plugging it back in, try this again and see if this resolves the longer than normal delay. If this doesn't seem to help, please call our support center so we can investigate this further. I hope this helps. Have a great day!