my voice cuts in and out constantly

eyelean · Post by **eyelean** » Sun Mar 31, 2013 12:40 pm

When on the phone, my voice cuts in and out constantly. Have had Magic Jack for over a year with mostly no problems. Have tried customer support and they actually ended the chat without warning, or fixing the problem. Tried more than once. Chat ended abruptly each time with no resolution of the problem. Installed a new router as the old one was really old. Could it be our modem? Have had that for nearly five years.

wgnweb · Post by **wgnweb** » Mon Apr 01, 2013 1:02 pm

It could be your modem but it could be your ISP too. Try running a speed test at Speedtest.net. Notice what the ping is and the download/upload speed. If the speeds are too low or inconsistent then you will have issues like you are experiencing. Are you using a MJ or MJ+? You could run out to best buy and try a new modem. If it helps then great, keep it, but if not then return it.

eyelean · Post by **eyelean** » Mon Apr 01, 2013 3:08 pm

I just tested it as you suggested. The ping is 37ms, the download speed is 0.42mbps and the upload speed is 0.98mbps. I have no idea if this is good or not. Thank you for your help.

wgnweb · Post by **wgnweb** » Tue Apr 02, 2013 11:00 am

The download speed is very slow for VOIP. What download speed are you paying for? It looks like you are paying for alot better than .42 down since your upload is .98. You may want to try calling your ISP first to see if they can see any problems on their end and tell them you are not getting the speeds you are supposed to be getting(assuming .42 down is not what you are paying for). They may say that you need a new modem but at least you have done everything you can to fix the issue without spending more money.

notdeadyet · Post by **notdeadyet** » Tue Apr 02, 2013 11:18 am

.042 mbps download is VERY slow (upload is average)...I have to agree, you need to check this out (reboot router for starters, and try again). Even a slow DSL would be around 4.0 mbps...myself, I have a mid high speed for my area, and it's 20.00 mbps just to give you an idea...and btw, my MJ works perfect.

has9999 · Post by **has9999** » Tue Apr 02, 2013 11:32 am

You definitely have a IP speed issue. Unless you are on dial up. And that
doesn't fit with the numbers you posted.

Pilot · Post by **Pilot** » Tue Apr 02, 2013 11:54 am

eyelean wrote:I just tested it as you suggested. The ping is 37ms, the download speed is 0.42mbps and the upload speed is 0.98mbps. I have no idea if this is good or not. Thank you for your help.

You have not got the up/download numbers mixed up, have you?
I believe download should be the bigger number.
I have down: 1 Mbps and up: 0.3 Mbps

Always changing, depending on time of day/night.

Try here: http://testmy.net

notdeadyet · Post by **notdeadyet** » Tue Apr 02, 2013 3:08 pm

You have not got the up/download numbers mixed up, have you?
I believe download should be the bigger number.
I have down: 1 Mbps and up: 0.3 Mbps

Always changing, depending on time of day/night.

Try here: http://testmy.net

even so, those #'s would still be way too low to run a MJ.

Pilot · Post by **Pilot** » Tue Apr 02, 2013 3:36 pm

notdeadyet wrote:
You have not got the up/download numbers mixed up, have you?
I believe download should be the bigger number.
I have down: 1 Mbps and up: 0.3 Mbps

Always changing, depending on time of day/night.

Try here: http://testmy.net

even so, those #'s would still be way too low to run a MJ.

I do.....................................

eyelean · Post by **eyelean** » Tue Apr 02, 2013 7:36 pm

New modem and now the ping is 28ms, the download is 16.04Mbps and the upload is still 0.98Mbps. The phone still cut in and out some today, but is mostly better. What else could be the problem? We have replaced the plug for the magic jack, we have a new router, and now a new modem.

notdeadyet · Post by **notdeadyet** » Tue Apr 02, 2013 10:49 pm

at this point, the only other thing to try now is a different phone to see if any difference....worked for someone else here on site today

mugwhumper · Post by **mugwhumper** » Sun Apr 07, 2013 4:15 pm

See if your router supports QOS. If so the simplest setup is port priority. Each port on your router is numbered. Make the port your MJ is connected to priority one, and then on down. For example my printer is pri 4. This made a huge difference to my MJ.

In the Tech Support forum, under Bandwidth Management is an excellent post by testing123 that you may want to read.

Blinn Moris · Post by **Blinn Moris** » Mon Oct 21, 2013 3:55 am

There is only one issue according to my thinking that you are having the low speed internet connections try to get it much more stronger that provide you at least 250 kbps for the better experiencing.

Please make me suggestions and visit here in:
Communications Services Australia

greenman · Post by **greenman** » Wed Oct 23, 2013 10:59 am

OP, what brand of router are you using? Are you on Cable or DSL? I'm guessing DSL. National or local ISP?

Diggs · Post by **Diggs** » Sat Dec 14, 2013 10:01 am

Set MJ to "Air Card" and enjoy fair call quality while you work on the details of getting good quality on the standard setting.

magicJack and magicJack Plus Support, Reviews, FAQs and Tricks

my voice cuts in and out constantly

my voice cuts in and out constantly

Bandwidth Management - QOS