I apologize if this solution was already posted. I do not know what search terms to provide in order to find a solution.
Here is the problem. Whether we receive or place a call using our magic jack, the voice cuts out after approximately 10-30 seconds. The line does not disconnect, because the timer on the phone keeps ticking.
At this point we have spent hours with the magic jack support chat, and needless to say we are very frustrated. Now they want us to pay to get a replacement device. Is there a real solution to this problem?
Thank you, and again I apologize if the solution was already posted.
Voice Drop
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bitstopjoe
- Future magicJack CEO
- Posts: 2844
- Joined: Sat Sep 13, 2008 5:25 pm
- Location: North East Pennsylvania
A few things off the top of my head:
Are you using a wireless router and a 2.4mhz cordless phone? If so try a different channel on your router.
Also you may want to look into seeing if there is an updated firmware for your router on the mfg web page. Do a search on Tomato here as well to see what else can be done to your router.
If you are using the extension cord that came with the MJ, don't. Causes more problems than it is worth. Also try using a REAR USB port on your PC if you can ( yes it makes a difference). Might also need to try a POWERED USB hub.
There are a few other things you can try but see if any of these help first.
Joe Sica
Are you using a wireless router and a 2.4mhz cordless phone? If so try a different channel on your router.
Also you may want to look into seeing if there is an updated firmware for your router on the mfg web page. Do a search on Tomato here as well to see what else can be done to your router.
If you are using the extension cord that came with the MJ, don't. Causes more problems than it is worth. Also try using a REAR USB port on your PC if you can ( yes it makes a difference). Might also need to try a POWERED USB hub.
There are a few other things you can try but see if any of these help first.
Joe Sica
It can be a bunch of things causing your problem. Give some details on your setup and this can help to find the cause. Also start with the MJ wiki http://en.wikibooks.org/wiki/MagicJack it has a detailed writeup on common MJ problems and the best fixes available for them.
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mainfloorguy
- MagicJack Newbie
- Posts: 3
- Joined: Fri Apr 09, 2010 7:29 pm
Voice Drop
I had the same problem and decided to upgrade my wireless router to the Netgear WNR2000 which utilizes the IEEE 802.11n standard.
Before this router I had tried two other routers, first the Netgear WGR614, then the Linksys WRT54GL. The Netgear WGR614 did not have the dropped call problem, but I had many voice quality and occasional call drop issues. The Linksys was worse, dropping only incoming calls at exactly 30 seconds every time. I tried opening the UDP port 5060 and 5070 as recommended, but it did not help.
I have had the Netgear WNR2000 for 3 days now, so we shall see if it maintains this level of performance with the magic jack. I have made and received several calls and had no dropped calls or voice quality issues. I setup the WNR2000 with the default configuration, so there were no special settings involved other than the usual selection of SSID and security.
As has been pointed out in other threads, there are many variables here, but this one (so far) seems to work well for me.
I will report back in a few weeks with an update on the magic jack performance with this router.
Before this router I had tried two other routers, first the Netgear WGR614, then the Linksys WRT54GL. The Netgear WGR614 did not have the dropped call problem, but I had many voice quality and occasional call drop issues. The Linksys was worse, dropping only incoming calls at exactly 30 seconds every time. I tried opening the UDP port 5060 and 5070 as recommended, but it did not help.
I have had the Netgear WNR2000 for 3 days now, so we shall see if it maintains this level of performance with the magic jack. I have made and received several calls and had no dropped calls or voice quality issues. I setup the WNR2000 with the default configuration, so there were no special settings involved other than the usual selection of SSID and security.
As has been pointed out in other threads, there are many variables here, but this one (so far) seems to work well for me.
I will report back in a few weeks with an update on the magic jack performance with this router.
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mainfloorguy
- MagicJack Newbie
- Posts: 3
- Joined: Fri Apr 09, 2010 7:29 pm
Thank you, all, for the recommendations. Based on a few tests, the issue appears to be reseolved at this time, at least for now.
In order to help others, I will document the network configuration and resolution.
This is a wireless home network with a Linksys. First, I changed the channel. After this change, we were able to make outgoing calls. This resolved the problem with outbound calls. As a side note, this change also resolved a problem with audible beeps on the line.
Inbound calls, however, still did not work. To explain, The Magic Jack Softphone Software displayed "Pending ACK" while connected, and then disconnected after approximately 30 seconds. There is a support page on phoneservicesupport.com that has recommended steps, and I will explain what I did for you. I downloaded the latest firmware from the linksys site and flashed the device. First I tested the inbound calls on a hardwire connection to the Linksys. Second I tested the inbound calls over the wireless connect. Both worked. This illustrates how I resolved the inbound call issue.
At this time the calls do not seem to be dropping, and the audible beeping tones have been resolved.
Thank you, again, for all your suggestions.
In order to help others, I will document the network configuration and resolution.
This is a wireless home network with a Linksys. First, I changed the channel. After this change, we were able to make outgoing calls. This resolved the problem with outbound calls. As a side note, this change also resolved a problem with audible beeps on the line.
Inbound calls, however, still did not work. To explain, The Magic Jack Softphone Software displayed "Pending ACK" while connected, and then disconnected after approximately 30 seconds. There is a support page on phoneservicesupport.com that has recommended steps, and I will explain what I did for you. I downloaded the latest firmware from the linksys site and flashed the device. First I tested the inbound calls on a hardwire connection to the Linksys. Second I tested the inbound calls over the wireless connect. Both worked. This illustrates how I resolved the inbound call issue.
At this time the calls do not seem to be dropping, and the audible beeping tones have been resolved.
Thank you, again, for all your suggestions.
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bitstopjoe
- Future magicJack CEO
- Posts: 2844
- Joined: Sat Sep 13, 2008 5:25 pm
- Location: North East Pennsylvania