Calls placed to Century Link customers: They can't hear

[jrgator]

Every time I place a call with MJ+ to my wife's parents house, they answer, say "Hello" about 3 times, and hang up. They can't hear us. Always been that way. If they call us, no problems.

There are several other numbers in our area that do the same thing. I have to call them on my cell to talk. If I call with MJ+, the call goes through, rings, they answer, but can't hear me.

I did some research. Of the 7 or 8 numbers that I've found that are problems, ALL of them are CenturyLink land-line customers in the central Florida area (Winter Park to be more specific).

I've "chatted" with MJ a bunch on this one. Every time, I go through the standard trouble-shooting, they can't help, they send me to "advanced" and they can't help either. The final answer is always "We'll send this to our engineering and they'll get back to you". No one EVER gets back to me.

Any help would be greatly appreciated.

John

[conniemadagain]

Welcome to the world of magic crack kiwi mart CS reps ...

Every time I place a call with MJ+ to my wife's parents house, they answer, say "Hello" about 3 times, and hang up. They can't hear us. Always been that way. If they call us, no problems.

There are several other numbers in our area that do the same thing. I have to call them on my cell to talk. If I call with MJ+, the call goes through, rings, they answer, but can't hear me.

I did some research. Of the 7 or 8 numbers that I've found that are problems, ALL of them are CenturyLink land-line customers in the central Florida area (Winter Park to be more specific).

I've "chatted" with MJ a bunch on this one. Every time, I go through the standard trouble-shooting, they can't help, they send me to "advanced" and they can't help either. The final answer is always "We'll send this to our engineering and they'll get back to you". No one EVER gets back to me.

Any help would be greatly appreciated.

John

[taxerman]

Any luck in figuring this out??

[SteveHC]

It *appears* to be a MJ proxy server problem. I had the same problem when using my MJ with my MJ-assigned 239 area code number, but when I reassigned that MJ device to my other, 941 area code (Sarasota) MJ number the problem disappeared (MJ 239 numbers use a different proxy server than the MJ 941 numbers do). The problem persisted for at least a month, but when I told MJ "customer service" that if they didn't fix it within a week I'd have to drop them and go with OOMA as my voip provider... wouldn't you know it, on EXACTLY the seventh day the problem was suddenly fixed - AND as soon as it was fixed they indirectly acknowledged to me that they knew it was their own network problem by emailing me a FURTHER-discounted 5-yr. renewal offer that was good for only 48 hours (needless to say, I did NOT take advantage of that offer LOL).

In any event, the problem is related specifically to your MJ+ phone number and the MJ Vocaltec/YMAX network equipment that it connects you to, NOT your MJ device (or app) if you know what I mean.

If you've already reported the specific CenturyLink numbers affected to MJ, all you can do beyond that is to ask one or more of the affected CenturyLink phone customers to contact CenturyLink to report the problem to *them*. Tell them that when they report the problem they should inform CL of your number and that the name of your phone company is "YMAX." This may or may not help but it certainly won't hurt. In the past, some people - including MJ itself - have claimed that certain unnamed telcos have been trying to interfere with MJ/YMAX call connections...

In the interim, you might want to try connecting your MJ+ directly to your *modem* rather than your router... I'll bet it then works but provides you with a more "choppy" sound... but whatever you do, do NOT waste your time with MJ Customer Service if they keep asking you for permission to remotely control your router etc. - they will NOT be able to fix the problem in that manner, so just keep telling them it's a problem related to a proxy server and/or telecom switch that your number is currently assigned to and that there's nothing wrong with your MJ device, router or modem, that your router IS opening the necessary ports for your MJ+ to work properly (ASSUMING, of course, that you haven't changed any of your router or - if you operate your MJ+ via a PC USB connection - firewall settings - or, if you use OpenDNS, any of your OpenDNS account settings - in such a way that proper MJ operation is consequently adversely affected), AND that you KNOW that MJ/YMAX *does* have a call termination agreement with CenturyLink of Florida (also known as "Embarq").

Trust me, MJ will generally say ANYTHING to you other than to simply acknowledge that the problem is related to their own network. Just be firm, persistent, and try to get one or more of the CenturyLink customers to report the problem to their own company as well.

Good luck.

[taxerman]

So correct me if I'm wrong, it can be resolved by changing my phone # on the MJ+ device?
I see you have investigated this in depth, but if changing a phone # on my MJ resolves it(ex area code 905) I'm looking for the easiest fix, as 3 of the 4 #'s I call(905 area code) cannot hear me.

Thanks, waiting for your answer and confirmation before I proceed.

[SteveHC]

So correct me if I'm wrong, it can be resolved by changing my phone # on the MJ+ device?
I see you have investigated this in depth, but if changing a phone # on my MJ resolves it(ex area code 905) I'm looking for the easiest fix, as 3 of the 4 #'s I call(905 area code) cannot hear me.

Thanks, waiting for your answer and confirmation before I proceed.

- Yes it will probably solve your problem, ASSUMING your MJ+ device, router, firewall, and modem are all set and working properly and assuming you realize that it's possible that at *some* point it's possible that the same problem might befall your new number. Over the past two years *I've* never known this problem to occur with 941 area code numbers but can't vouch for other area codes. I believe they'll charge you a small fee for a new number. But first check to make sure that all 3 LEDs on your MJ+ are working properly (a blue one by the MJ "star" design on it should blink indicating power being received, the green one should stay lit almost continuously, and the amber one should blink slowly); THEN I'd try connecting the MJ+ directly to your MODEM - as I suggested in my previous post... you want to make sure there's nothing wrong with the device itself first (if there is you'll need to order a replacement one via live help chat for $10 s & h).

BTW, 941 might be listed in their database as Bradenton (or Sarasota or both, I don't remember which).