Some calls ring, some go to voicemail...

RaviN · Post by **RaviN** » Tue Jun 21, 2011 1:34 pm

I got MJ a couple of weeks ago. Installed on an IBM Thinkpad T60 running Win XP SP3, D-Link DIR-628 router, Time Warner cable, and Panasonic cordless phone base station plugged into MJ. Downloaded software from MJ and should have the latest update.

I have had the computer wired directly to the router (wireless card off) and also connected via wireless with the internet cable disconnected.

Problem: Calls from some phones ring. Calls from some other phones go directly to MJ voicemail, "The Magic Jack customer you are trying to reach..."

This does not depend on the area code of the caller. Today, I was able to get through from a particular phone. After that, calls from the same phone to my MJ number go to voicemail without a ring. I know that the MJ phone is not in use at that point.

I have contacted MJ Tech Support multiple times and have gotten to the highly-rated support people. We've run FixIt, the USB cleanup code, uninstalled/reinstalled, turned off AV, opened up ports on the Firewall, tried different USB ports, you name it - in various combinations. Nothing has solved the problem.

Barada Nels · Post by **Barada Nels** » Tue Jun 21, 2011 2:39 pm

Greetings,

From what you have said, I would be almost 100% sure that your MagicJack is loosing connection to the internet. Now, if that is loosing connection from your service, on your router, on the computer or on the usb connection remains to be seen.

Check your Router's logs to see if you are loosing connection randomly through the day. Also make sure your Thinkpad's net card isn't set up to go to sleep when Idle (although this is very unlikely because magicjack is using the connection constantly due to the ads, etc.). Finally, try a usb powered hub. Most computers especially laptops have low powered usb ports. Most are unable to maintain enough power to run the Magicjack properly.

If I had to take a guess it is probably the usb ports on your laptop. A powered hub should fix your problems if you are not loosing service. Although Time Warner Internet normally sucks depending on your region.

I hope this helps.

Sincerely,

Barada Nels

RaviN · Post by **RaviN** » Wed Jun 22, 2011 12:25 am

Hi, thanks for the reply. I am not sure I follow how this could be due to disconnects with the router or underpowered USB ports. I can call my MJ number from two different cellphones, one right after the other. One cellphone will ring the MJ phone, the other will go to the MJ voicemail. I can repeat this and the same thing happens - one makes it ring, the other goes directly to voicemail.

Barada Nels · Post by **Barada Nels** » Wed Jun 22, 2011 11:38 pm

RaviN wrote:Hi, thanks for the reply. I am not sure I follow how this could be due to disconnects with the router or underpowered USB ports. I can call my MJ number from two different cellphones, one right after the other. One cellphone will ring the MJ phone, the other will go to the MJ voicemail. I can repeat this and the same thing happens - one makes it ring, the other goes directly to voicemail.

When your MagicJack number goes directly to voice-mail it is saying that it cannot connect said caller to your service. Much like a cell phone that has been turned off. If you are loosing internet connection or if your USB ports cannot supply enough power to the MagicJack device, this will happen.

Since you are saying that you call back to back . . . I can only surmise this is probably a USB power issue. The first call goes through . . . MagicJack is working hard because it is not receiving enough power . . . second call goes through . . . MagicJack cannot cope because it does not have enough power and doesn't connect your call.

Try the powered USB Hub. It should fix your issue if your internet stays on and isn't loosing service. If it does not you can always return it and get your money back. Although, personally I would never use a MagicJack without a powered USB hub on any computer. I use a 2,000mA Hub for good measure.

Also check your internet connection's speed: www.speedtest.net

The MagicJack requires a minimum of 128kbs Upload and 512kbs Download to run properly. If you fall below these requirements then that is your issue.

chadmd23 · Post by **chadmd23** » Thu Jun 23, 2011 8:30 am

I've been having the same issues, except my MJ is hooked up to a desktop (that does not sleep) and a powered USB hub. Also I don't have problems losing my internet connection.

Any other tips?

Barada Nels · Post by **Barada Nels** » Thu Jun 23, 2011 8:38 am

chadmd23 wrote:I've been having the same issues, except my MJ is hooked up to a desktop (that does not sleep) and a powered USB hub. Also I don't have problems losing my internet connection.

Any other tips?

Greetings,

Have you checked your speeds at: www.speedtest.net? Make sure you meet the minimum of 128kbs upload and 512kbs download.

If you do meet those requirements go to your task manager and make sure your system resources aren't being abused. Check CPU and Memory. That could also be an issue.

Hope this helps!

Sincerely,

Barada Nels

RaviN · Post by **RaviN** » Sat Jun 25, 2011 7:07 pm

Barada Nels wrote:
RaviN wrote:Hi, thanks for the reply. I am not sure I follow how this could be due to disconnects with the router or underpowered USB ports. I can call my MJ number from two different cellphones, one right after the other. One cellphone will ring the MJ phone, the other will go to the MJ voicemail. I can repeat this and the same thing happens - one makes it ring, the other goes directly to voicemail.
When your MagicJack number goes directly to voice-mail it is saying that it cannot connect said caller to your service. Much like a cell phone that has been turned off. If you are loosing internet connection or if your USB ports cannot supply enough power to the MagicJack device, this will happen.

Since you are saying that you call back to back . . . I can only surmise this is probably a USB power issue. The first call goes through . . . MagicJack is working hard because it is not receiving enough power . . . second call goes through . . . MagicJack cannot cope because it does not have enough power and doesn't connect your call.

Ok, before getting a powered hub, I let the MJ sit for a while in case it or the USB port had overheated. I then called the MJ from the phone that normally goes to voicemail. It went to voicemail again. I then called from the phone that rings and it rang again. So, I don't think this is a power or overheating problem.

Barada Nels wrote: Also check your internet connection's speed: www.speedtest.net

The MagicJack requires a minimum of 128kbs Upload and 512kbs Download to run properly. If you fall below these requirements then that is your issue.

I got 12.4MBps down, 1.0Mbps up. I saw similar results from other speed and ping test sites. Cable modem power and signal levels also look within bounds. I also checked the logs of the router as suggested and don't see entries that show disconnects/reconnects that could result in this intermittent behavior.

bitstopjoe · Post by **bitstopjoe** » Sat Jun 25, 2011 7:18 pm

Have you tried looking in device manager and checking to see your USB ROOT HUB power saving setting(s) are disabled? Uncheck all of them which are set for power saving as there are more than one ROOT HUB section..

Barada Nels · Post by **Barada Nels** » Mon Jun 27, 2011 9:42 am

RaviN wrote:Ok, before getting a powered hub, I let the MJ sit for a while in case it or the USB port had overheated. I then called the MJ from the phone that normally goes to voicemail. It went to voicemail again. I then called from the phone that rings and it rang again. So, I don't think this is a power or overheating problem.

So you are stating it is a specific phone(s) that go directly to voicemail? If so you never made that clear and you are most assuredly having some sort of service issue that is not related to the hardware or software (well documented on this forum).

If it is any phone then the steps that you have taken mean nothing. I.E. USB ports do not overheat, they either work or fry and die. Follow bitstopjoe's advice and make sure your USB power settings are disabled. If they already are, then you need a powered USB hub. Laptop USB ports are almost always under powered. If you are unwilling to try a powered USB hub, then you are only hurting yourself by not attempting to try all outlets.

RaviN · Post by **RaviN** » Wed Jun 29, 2011 3:43 pm

Barada, bitstopjoe:

Thanks for the suggestions. Disabling the power management on the USB hubs did not solve the problem either. Some inbound phone numbers go to voicemail, other inbound phone numbers ring.

Rather than experiment with a powered hub I have concluded that MJ is not a good match for my needs although it clearly works for the majority of people. I have returned it and am looking at other products for phone service.

I appreciate the help that you have provided.

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Some calls ring, some go to voicemail...

Some calls ring, some go to voicemail...

Definately loosing connection.

Hrmmm . . .

Internet Test

Re: Hrmmm . . .

Re: Hrmmm . . .