At the breaking point!

CFontz · Post by **CFontz** » Sun May 11, 2008 4:12 pm

Hoping a MagicJack "Wizard" out there can offer some suggestions, pointers and/or sympathy for me. We just recieved our MagicJack about 5 days ago and were really excited to give it a try. We initially started with a brand-new vtech 5.8GHz phone, but were able to complete any phone calls. Each time, whether inbound or outbound, the call would connect but you can't hear the person on the other end.

I contacted MJ Support and followed their suggestions (unplug phone line from MJ, try Soft Phone, upgrade, use a different phone, etc). None of these tips gave a resolution to the problem.

I reviewed alot of the postings on the Forum and then purchased two additional phones.....

Uniden 5.8GHz EXI8560, hoping to see an improvement. Tried to make outgoing calls to hubby's cell phone - no ring, no vm, nothing. Tried to call work since it's after hours and knew I would get the answering machine - same thing. No luck! Tried to call my MJ number from my phone. MJ rings, but neither side can hear the other.

GE 6.0 DECT 28213EE1, no difference. Tried to make outgoing calls to hubby's cell phone - no ring, no vm, nothing. Tried to call work since it's after hours and knew I would get the answering machine - same thing. No luck! Tried to call my MJ number from my phone. MJ rings, but neither side can hear the other.

I've reached by breaking point! I'm about to attach wings to the MJ, just to watch it fly! Does anyone have any thoughts on how I can resolve this issue? Am I better with a corded phone, tin can and string, or should we just stick with our cell phones?

Any help would be appreciated!
C

richardtaur · Post by **richardtaur** » Sun May 11, 2008 4:54 pm

Have you tried any other different kind of phone cords? How about your soft phone? Is soft phone working rigth for you? If everything not working right, you might want to try the ATA.

LikeMagic · Post by **LikeMagic** » Sun May 11, 2008 5:29 pm

CFontz wrote: were able to complete any phone calls. Each time, whether inbound or outbound, the call would connect but you can't hear the person on the other end.

Able or unable?

OK, based on what you said, I assume the followings:
1. MJ softphone is installed and a MJ number was assigned and softphone app displays "Ready to Call" near the top
2. You have trouble making outgoing call & receiving calls. Both incoming & outgoing calls receive silence

I believe your internet connection (probably router) is blocking the VOIP connection (RTP). Have you try to test your internet connection to see how well it could handle VOIP call? Try it here:
http://www.testyourvoip.com

What's the model # of your router and who's your ISP?

CFontz · Post by **CFontz** » Sun May 11, 2008 5:53 pm

After I submitted my original post, I contact Support and was told I'll need a corded phone (doesn't make sense). Just ran to the local Wal-Mart and picked up a corded model, but that doesn't work either.

I've used the link you provided and this is the reply I've received....
Testing on Alternate Port
Your computer couldn't call our location on the standard SIP port (5060). Generally, this failure is caused by a firewall blocking our calls. We are going to re-run the test over a commonly available port (6000) to diagnose the problem. Can you translate this into layman's term since I'm not much on computer lingo? What do I do now?

To answer your questions, we ARE able to send/receive phone calls using the MJ number. The phone rings but when you pick it up, there's no connection.

We are using a Westell Versa Link 327W model on the Verizon network.

richardtaur · Post by **richardtaur** » Sun May 11, 2008 6:01 pm

Log in to your Westell DSL/Router page such as 192.168.1.254
Then open the ports or turn off the firewall.

CFontz · Post by **CFontz** » Sun May 11, 2008 6:03 pm

Sorry - not real bright when it comes to this stuff.

richardtaur · Post by **richardtaur** » Sun May 11, 2008 6:10 pm

What windows do you have?
----XP---
Click on Start -> Run -> type cmd then enter

---VISTA---
Click on Start -> All programs -> Accessaries -> Command Prompt

type ipconfig -> look for Default Gateway -> write down the number for your gateway.
Type numbers xxx.xxx.xxx.xxx into your IE address bar -> then enter

Now you might log in your westell config page.

Depands on how your network diagram is.
Let us know what devices you have other than your westell device.

CFontz · Post by **CFontz** » Sun May 11, 2008 6:18 pm

Okay, found the info, typed it in and got to the right page. It tells me the DSL Connect Rate (Down/Up) 1792 KBits/Sec by 448 KBits/Sec.

We received the modem when we went to Verizon DSL, so I don't know how to get the user name & password in order to log in. Now what?

richardtaur · Post by **richardtaur** » Sun May 11, 2008 6:27 pm

If you set it up with Verizon software, the username and password are the same as your Verizon account username and password. If you reset it with the button on the back it will be admin/password.

CFontz · Post by **CFontz** » Sun May 11, 2008 9:05 pm

You folks are great! Thanks for your patience with me. At least now I feel like there's someone actually trying to help, unlike my attempts with Support.

Enough ranting.....I've figured out my logon info for the Westell Page (thanks for the pointers). I've turned OFF the firewall but don't think that's what I was supposed to do. I don't understand anything about the network diagram. I don't think there's any other devices involved. Everything else consists of the printer and the rest of the computer cables.

I've restarted the computer and tried to make a call to my cell phone. There is no ringing to indicate that the call is going through, but I heard the cell phone ring. It never went to voice mail, just started making a crazy "beepy" sound.

Now what?

LikeMagic · Post by **LikeMagic** » Sun May 11, 2008 9:08 pm

Are you sure you turned off the firewall? Does the MJ softphone display "Ready to call" on the top near your MJ number? Try to test your internet connection for VOIP call handling to see if it's going through ok:
http://www.testyourvoip.com

CFontz · Post by **CFontz** » Sun May 11, 2008 9:33 pm

I've logged back on to the Westell page and double checked....
Firewall Configuration
Security Level
None (all traffic is allowed)

Checked the Westell Connection Summary
DSL Connection Information
Firewall Status
Passed In: 0 Out: 0
Dropped In: 0 Out: 0

Softphone display shows "Ready to Call"

Ran the testyour VOIP link and scored a 4.3 between me and Boston

Any other thoughts?

LikeMagic · Post by **LikeMagic** » Sun May 11, 2008 9:40 pm

That's good. It seems your firewall is off and VOIP score of 4.3 is as perfect it could get. When the MJ softphone shows "ready to call", try to dial other numbers you know, not just your cell phone. I want to see what kind of error you get (if any). Can you call your MJ number now from your cell phone?

richardtaur · Post by **richardtaur** » Sun May 11, 2008 9:41 pm

yeah~ test your VOIP http://www.testyourvoip.com.

There is another tips. Use IP Passthrough on your DSL router. Go to any section on your DSL router/modem, you will find something called IP Passthrough, then you can set your computer and enable it. Then test calls again to see if there is any improvement.

CFontz · Post by **CFontz** » Sun May 11, 2008 9:46 pm

At least that's something positive! I've called work (no one's there) but there was no ringing - just silence. Tried to reach MJ via my cell....the phone rang, when I answered it there was silence on both ends.

I've gone back to the Westell page and searched for the IP Passthrough but can't find anything remotely similar in any of the dropdowns.

richardtaur · Post by **richardtaur** » Sun May 11, 2008 9:50 pm

hw about your soft phone? is soft phone doing the same thing?

CFontz · Post by **CFontz** » Sun May 11, 2008 9:54 pm

Guess I don't know enough about the soft phone....

dialed the number using the keypad but I can't hear anything. I know this is a stupid question but should I be able to hear anything through my speakers?

Tried it again and picked up the phone after it had dialed and heard very fast paced, high tone beeping.

richardtaur · Post by **richardtaur** » Sun May 11, 2008 10:02 pm

okay~ try this~~~

*Single Static IP – Single IP Address PassThrough*

STOP: Static NAT must be disabled before you can enable Single Static IP. To disable Static NAT, select Services
from the Configuration menu. Next, click on the static NAT button. Select the device from the Static NAT Device
drop-down menu and click on disable. Return to Single Static IP Configuration by selecting Single Static IP
Configuration from the Configuration menu.

-To enable Single Static IP, select a device that will share your Single Static IP from the options listed in the window.
Click on enable.

STOP! After you enable Single Static IP, you must reboot your computer.

CFontz · Post by **CFontz** » Sun May 11, 2008 10:40 pm

Enabled as instructed. Rebooted computer. Then was unable to get internet connection except the Westfall site. Ended up disabling the Single Static IP so I could let you know.

richardtaur · Post by **richardtaur** » Sun May 11, 2008 10:48 pm

sigh~

okay~ firewall is disabled. then when you use soft phone, make sure you will set the audio settings on your mic and speaker from your computer.

When you use the telephone, you will set it back to Telephone.

let me know the result.

strndedinalska · Post by **strndedinalska** » Mon May 12, 2008 1:35 am

Also make sure your volume in the control panel is in the 60-80 range for both your speakers (telephone) and microphone. That is a really quick fix if it needs adjustment.

CFontz · Post by **CFontz** » Mon May 12, 2008 11:35 am

I'm at work right now and obviously don't have access to the home computer. Not sure if I'm understanding you correctly....when I set the Single Static IP to 'enable', I wasn't able to access the internet so how can I have the ability to use the soft phone? Also, I don't want to use the soft phone - I'm hoping to have the ability to use a real phone. One last thing....we only have speakers on the computer - we don't have a mic. Will this be a problem? Do I need to still check the volume settings (60-80 range) if we don't plan on using the soft phone?

Sorry for all of the foolish questions.....I really want this to work, but don't have a clue on what I'm doing!

Happy Monday!

richardtaur · Post by **richardtaur** » Mon May 12, 2008 11:38 am

All right~ I will study your DSL router/modem. Once I got any ideas, we will try again. Set as IP pass through.

CFontz · Post by **CFontz** » Mon May 12, 2008 12:01 pm

You're my Hero! Thanks for your help!

tnig469 · Post by **tnig469** » Mon May 12, 2008 1:50 pm

I had the same problem and tried everything...only solution for me was to return the magicjack!

CFontz · Post by **CFontz** » Mon May 12, 2008 1:53 pm

Not the uplifting message I was looking for, tnig469! I'll give it a bit more time and see what happens. If I don't have any luck, I'll take advantage of the 30-day trial.

richardtaur · Post by **richardtaur** » Mon May 12, 2008 2:19 pm

Well~ don't be disappointed. If anything not working, just go ahead break the terms of service by using the ATA device with MJ Sip info.

Think about this, if you want to return it, it will take forever to return it.

How about just try to get a ATA device, then use the MJ on the ATA and enjoy the unlimited long distance call and receiving calls.

ATA is more reliable and effecient and save more energy to go with green to save the earth. ^_^

richardtaur · Post by **richardtaur** » Mon May 12, 2008 3:20 pm

Okay~ when you back home, we will try again to use the Single Static IP.

1. Login the DSL Router/Modem
2. Disable the Static NAT
3. At Single Static IP, write down your WAN IP address.
4. Enable the Single Static IP by selecting the name of your computer.
-----DSL modem will restart-----
Note: After a brief delay, the home page will be displayed. Confirm that you have a DSL sync and that your PPP session
displays UP. (Click on the connect button to establish a PPP session). Next, Select Single Static IP from the
Configuration menu to confirm that Single Static IP is enabled.
------------------------------------
5. Don't need to restart the computer.
6. Remove the internet cable from your computer
7. Wait for 30 seconds then insert cable back to the PC
8. Go to command prompt, type ipconfig
9. Write down the IP address: Default Gateway:
10. Confirm the IP address (After the IP Passthrgouh is enabled, your IP address whould be the number that is similar or the same as the WAN IP address that you wrote down at step 3.)
11. Once you confirmed, check the Internet connection. (It should be working)
If you still have the IP address as 192.xxx.xxx.xxx, please folow the next steps.
----XP---
Start -> Control Panel -> Network Conenction -> right click on your Local Area Network Connection -> Click on Propertites -> Scroll down to the very last one (TCP/IP) and double click on it -> Set Optian IP auto, and Optian DNS auto. then click OK. -> then try the Internet connection.

---VISTA---
Start -> Control Panel -> Network and Internet -> Network and Sharing Center -> on the left hand side panel, click on Manage Network Connecitons ->right click on Local Area Connection -> Click on Propertites then Click on Continue-> Double click on Internet Protocol Version 4 (TCP/IP) -> Set Optian IP auto, and Optian DNS auto. then click OK. -> then try the Internet connection.

--------------------------------------------------
Let us know the result.

Why do we do IP Passthrough? Because we can igonore the DSL Modem/Router function, and route all the Intenet packets to the computer without any interuption.