Phone quality is all of a sudden awful

[andreal]

Okay, I had it for a week and a half and talked on the phone a few times and it worked fine. So the night I decide to cancel AT&T, I call them and the phone kept going in and out - first every five seconds it would go out for a second and it gradually got so it was literally every other second, I could not understand anything the person on the other line was saying. So I called back. Same thing. So I called a couple other numbers. Same thing. So the next day I call a copule numbers again - still doing it.

Now I'm wondering if I should even keep this. Is there anyway to fix this problem or is this normal? It's completely unusable at this point. I can't talk to anyone with the audio going in and out. I've tried rebooting the computer, everthing, and it's still doing this.

Any assistance or is this normal? Thanks.

[Intimmy98]

Hello and welcome to the forum.

I too am a recent "Newby" to this forum but thought I might be able to offer some insights towards a possible solution to your problem.

I use an older MS Windows XP (SP3) system with a cable modem so the following items pertain to dealing with XP specifically. If you are trying to use MJ wirelessly then the following may not apply as that is a whole different ballgame.

Some great info can be found at http://en.wikibooks.org/wiki/MagicJack, and by also using the "Search" feature of this forum, try "Call Quality". From what I have read within, this has been a pretty common issue to deal with when first setting up the MJ, and yes I had some of these same issues when I first set mine up.

One thing to mention is that hopefully you have received the email confirmation from your MJ's initial setup and have clicked the link in the email to activate it. (I mention this because my junk email filter redirected mine from my inbox and I found it a day later.)

To answer your question, Yes, from time to time, in my experiences, the call quality can be impaired (if using a cable/DSL Internet connection note that the bandwidth is shared amongst all other users in your area. Weekday noon hours and early evenings when everyone gets home from work to check email to me are the worst of times.) Perhaps try making several calls at a different times of day and see if this resolves the issue (If so, you can contact your ISP and see what they can do to tweak your service). Your situation sounds like it could be more involved as this has occurred after your initial setup and not after using it for a length of time with no issues. A good place to start would be with your computer system.

A simple way to rule out a defective MJ device, itself having issues or the network system that MJ uses as having issues is by trying it on another computer and/or internet connection (a laptop, friends or neighbors, etc.) If the calls are good then you know for sure the issue is probably within your system. Note: To remove the MJ program from other computers you will need to search the main MJ sites, FAQ's for "mjRemover.exe".

Some possible items to check on your system/network are:

Start with a clean boot up. Disconnect your USB MJ Dongle (If using XP, always use the "Safely Remove Hardware" icon in the lower left corner of your screen in the system tray to disconnect. Shut down the computer and power off your router/modem for several minutes, then power up the router/modem and reboot your system. Plug the MJ in after you get your desktop up and let it load completely. Once the softphone loads you can check the next item.

MJ Softphone Settings (The display on your computer when MJ is pluged in). In the upper left corner there are several settings; I use the "Normal (Hi Speed) DSL, Cable, Wi-Fi" setting. Next check your volume settings "Menu", "Volume/Headset Control..."(not sure if you are using a traditional phone or headset/mic with your MJ). Lowering the volume levels for the speaker and mic settings on either of these can improve call quality, especially if you get echos or choppiness.

Press Ctrl+Alt+Del (if using XP) to open the Task Manager. Click the "Process" tab and sort the processes by clicking on "Image Name". Scroll down to "magicJack.exe" and right click, then "Set Priority", "High". When you do this you will need to confirm "Yes" at the Task Manager Warning prompt. This will set your MJ's processes at a higher system priority thus making it work more efficiently. Note; this will need to be done anytime the MJ is disconnected and the system is shut down and rebooted.

Check to see if you have a firewall active on your computer and that you have granted full permissions to the MJ.

Check to see that you have current USB drivers loaded and that you are using a USB 2.0 jack on the back of your computer (I found that since I have an older system It was necessary to replace my USB PCI card after updating all my USB drivers, Motherboard Bios, etc). I also purchased a powered USB hub, which did help call quality significantly as my older PC also has a smaller power supply than newer systems use.

One last thing to mention is that some software can cause issues with the MJ (Specifically Nero and Roxio). If you have these programs installed, go to the respective support site for the software and make sure you have downloaded and installed the most current patches.

I hope this information can help you with your situation. This forum is a blessing. Of course it takes time to research all within it, but most issues with the MJ have happened to others before and can be resolved.

Good luck to you!

[bitstopjoe]

Hell of a reply and post Dan. Good job and great info. Are you sure you are just a newbie here?
Compared to so many here bitching and moaning and then biting the hand(s) here trying to help you are a breath of fresh air for sure..

Again great post and reply to andreal.

Joe Sica

[andreal]

hi, what's a USB hub?

The thing is the device worked fine for a few days. I never had any issues until I tried to cancel my ATT service - and since then the phone has worked horribly. I haven't altered my computer in any way. I will try a couple of these things tonight. I only have the one computer and it's not using a remote modem.

Has anyone else had it just start not working well like this after a while?

[Intimmy98]

Hello again,

I am sorry I am not someone else. But your situation sounds exactly like the first one I encountered. My phone worked for exactly 24 hours, then nada.

Did you receive and respond to the link within the confirmation email from MJ?

A USB hub is a USB 2.0 device that you can plug multiple USB devices into (sort of like an extension cord w/ multiple outlets). One end plugs into an open USB port on your computer. At the other end of the cable there are multiple USB ports (hub). A separate wall adapter provides the hub with power. Move this option down on your list of things to check tonight. You can always try it later if nothing else works.

You might also try a different phone with the MJ.

My best to you.

[Intimmy98]

Joe,

I appreciate your positive comments!

I look at things this way: I came here when I needed help, so perhaps in some small way, I can return the favor to someone else that's in the same boat. I can't tell you how much I appreciate the time and effort that has gone into making this site "THE" source for everything MagicJack.

I have grown to understand that there is considerable frustration involved for all when things do not perform as advertised. (btw, your right, I'm not a total newbie )


Keep up the great work!

[bitstopjoe]

I read this forum for close to a yr prior to purchasing my MJ in Aug 2008. Best reading and learning experience one can have. Now after having mine for close to 2 years and learning a few tips and tricks, I try to help as many as I can here. EVEN the ones who call me an idiot or worse.

So if and when you are called an idiot or worse for telling someone to please do a search first just let it roll off your back. THOUGH I have to admit I do have fun with it at times and get plenty of PM's telling me so

Joe Sica

[andreal]

I did respond to the MJ link via email as soon as it came.
My phone was working for over a week just fine. Then it got bad.

[Intimmy98]

I am sorry to hear that. For the benefit of anyone else reading these post...

Which operating system are you using?

Is this a laptop or desktop PC?

Is your MJ loading up properly? In looking at the soft phone display on-screen, does it contain your new phone number, contacts list, 911 location info, etc? Does it indicate "magicJack Ready to call"?

If the MJ is loading fine, when making any changes to your computer, after each change, go to soft phones "Menu", then "Advanced Users" then click "Restart". This will save a little time with the hassle of disconnecting the drive, unplugging, etc.

I will check back soon.

[andreal]

It's XP - the software loads fine. It appears to be working fine on teh computer, the quality of audio when I use the phone is terrible.

I haven't done all the changes yet but if it's something I'm goign to have to do each time I turn t he computer on, I won't be using this. Having to have teh computer on when I use it is no problem, I don't want to have to make adjustments every time I use it though. That's not acceptable.

I have been working long hours so I haven't been able to do all the changes yet but I will tomorrow and then let you know.

[sabresfan]

[quote="andreal"]It's XP - the software loads fine. It appears to be working fine on teh computer, the quality of audio when I use the phone is terrible.
I would start off by stopping and programs you don't need running. After that I would try and place a call and see if your audio improves. From there a powered usb hub and changing proxy servers would be my next things I would try. I had terrible sounding calls this time last year, a powered hub and getting off the Atlanta server made all the difference.

[Intimmy98]

That is great advice sabresfan!

andreal, one thing I forgot to mention is to run "Windows Update" if you have not already done so, via Internet Explorer's "Tools". Select "Custom" to see if there are any "High Priority", "Hardware, optional" or "Software, optional" updates that your system may require.

BTW, I understand your growing frustration in all of this. However, once the issue(s) can be narrowed down and resolved to your satisfaction, I am sure you may be quite happy with your MJ.

Hang in there!

[VaHam]

Okay, I had it for a week and a half and talked on the phone a few times and it worked fine. So the night I decide to cancel AT&T, I call them and the phone kept going in and out - first every five seconds it would go out for a second and it gradually got so it was literally every other second, I could not understand anything the person on the other line was saying. So I called back. Same thing. So I called a couple other numbers. Same thing. So the next day I call a copule numbers again - still doing it.

Now I'm wondering if I should even keep this. Is there anyway to fix this problem or is this normal? It's completely unusable at this point. I can't talk to anyone with the audio going in and out. I've tried rebooting the computer, everthing, and it's still doing this.

Any assistance or is this normal? Thanks.

In addition to the excellent advice above I would add the top two things which result in inconsistent results are network problems and competition with other running processes for computer resources.

A good idea is to give the magicJack.exe process a priority of "Above Normal" which will favor MJ for allocation of computer resources over most other processes. I use a program called Prio to make the priority setting permanent and it includes some other nice features as well. Prio is free for personal use.

Also is it a good idea to run a voip network test when your having troubles to see what networking problems may exist. A site like http://myvoipspeed.visualware.com/ can do this for you. If you have trouble interpreting the test results just post them back here and someone will I am sure help you understand what maybe going on.

[andreal]

Okay - first off - I tried everything.

I did everything listed here including changing the priority and even if that had worked, it wouldn't be good enough because I should not have to go in and set a priority every time I turn the computer on and want to use the phone. I just want a phone to use, not something I have to program every time I use it.

I did everything. Even reinstalled windows. I went down and forked out 30 bucks for a power usb hub. I spent HOURS on this. I checked the phone with my regular phone line and it works fine.

It still has bad quality with magicjack. It starts out with the audio going out every five seconds or so really quick and the longer you talk the more frequent it goes out until you literally cannot understand anything the person is saying.

Interestingly the first day I had the thing and it seemed to be working fine, a couple people I was talking to told me of this very problem when they tried it and I was sticking up for the thing, not aware I would experience the same problem

I wasted hours and hours on this and have to waste my lunch today returning teh usb hub which I do not need. I only wish I could get the 40 bucks back I wasted on this pile of junk.

Now I'm sure I'm going to get insulted and called all kinds of names because I couldn't get the stupid thing to work like it claims it does - keep in mind I tried everything including wiping out my entire computer and reinstalling windows and all the drivers to get this pile of junk to work. And tha'ts all it is, a pile of junk.

[tsmith]

andreal, I'm very sorry you couldn't get this to work. Your magicJack is competing with literally tons of other programs running on your system and unless you set it to "Above Normal" or to "High" (which is where mine is set), you will usually have problems with your CPU and Windows prioritizing all the processes at the same time. Mine had audio problems until I started using the Prio software mentioned earlier, and also after deleting some unnecessary processes from the Task Manager.

My Internet Service Provider was also having problems at the time, which have cleared up since, which has also improved the audio of my magicJack. It could also very well be the server your magicJack is accessing through the magicJack system. Sometimes it works well out of the box, sometimes not. Mine has been consistently great for a couple of months now (thank goodness).

Again, I'm sorry you've had a crappy time with it. For the initial $39 and for $20/year, it was worth it to me to tweak and experiment until I got it working consistantly. The help I got from this forum (and some extra-needed patience) was invaluable. The best of luck to you.

- Tom

[Nobody beats the Whiz!]

And tha'ts all it is, a pile of junk.

You won't hurt its feelings by calling it junk, though I don't think it's large enough to qualify as a "pile."

It works well for many people. It's just unfortunate that you cannot enjoy the low cost phone service.

[andreal]

AGAIN, I did set it to high priority. Didn't make a difference.

I wiped out Window and put it on after I reinstalled teh drivers so it wasn't competing with anything. Still sucked.

So basically I got the same result as the other people who all have the same problem - only I was stupid enough to waste numerous hours on it.

[xzimppledink]

This is assuming you use att broadband which you seem to indicate above. Open your browser and search for http://192.168.1.254. search for channel of operation and power output. try various channels and raise the power out to maximum. You are likely operating on channel 1, I'd go to 6 or 9. This worked for me and my situation sounded similar.