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Frequently Asked Questions > TECHNICAL QUESTIONS, TROUBLESHOOTING

 

BroadVoice and Your Local Network

What is a local network (LAN)?

A local area network (LAN) is a computer network covering a small local area, like a home, office or small group of buildings.

 


BroadVoice Router & Phone Adapter with Multiple ComputersWhat is a router and do I need one?

A router is a network device that delivers Internet Protocol (IP) data packets to and from multiple computers or devices on a network. You may already have a router attached your DSL or Cable modem and your computer. Most likely you will want to be able to access your computer and use your BroadVoice service without disconnecting cables. A router allows you to connect more than one device to your Internet connection at the same time (see common set-up at right).

Your router must:

  • Be DSL/Cable Modem web-safe
  • Provide NAT (Network Address Translation)
  • Provide DHCP (Dynamic Host Configuration Protocol)

Most routers support these requirements. BroadVoice does not currently sell routers. Although BroadVoice service will work with most routers available for purchase today, we do not recommend a specific brand.

See also :

  • If you are using DSL for Internet service, your router should typically be configured for PPPoE.
  • Some cable modem services require that the MAC address of the computer be cloned in the router configuration. Check your router's setup guide or the manufacturer's web site for more information.
  • Some DSL services require a router to maintain compatibility and use their service.
  • Learn more about NAT at wikipedia.com
  • Learn more about DHCP at wikipedia.com
 

Which router should I use?

Although the BroadVoice service will work with most routers on the market, BroadVoice does not recommend a specific brand. If you are having trouble with your BroadVoice service on an older model router, BroadVoice recommends that you download and install the router's latest firmware from the manufacturer's web site.

Note: If you are using a DSL for Internet service, your router typically should be configured for PPPoE. Some cable modem services require that the MAC address of the computer be cloned in the router configurations. Check your router's setup guide or the manufacturer's web site for more information.


Does my network router work with BroadVoice?

Most recently manufactured network routers will work with the BroadVoice service right out of the box. If not, or if you are using an early generation router, some settings may need to be adjusted, or a firmware upgrade may be required.

BroadVoice recommends that you download the latest firmware from your router manufacturer's web site and install it on your router to ensure compatibility and optimal performance. Settings modifications are usually part of the router’s configuration software and can be reviewed in the router’s instructions.

Both NAT and DHCP must be enabled on your router to use BroadVoice.

 


Can I subscribe to BroadVoice service and use my existing home networking equipment?

BroadVoice works with existing home networks that support DHCP and NAT. DHCP stands for Dynamic Host Configuration Protocol and is used to assign dynamic IP addresses to devices on your local network. NAT, or Network Address Translation protocol, converts Internet Protocol (IP) address in one network to a known but different IP address in another network.

You do not need to understand how DHCP and NAT work to use BroadVoice. You just have to have them on your home networking equipment.

 


Does BroadVoice service work with wireless ISP networks?

You can connect to BroadVoice if your wireless Internet Service Provider (ISP) or your home network provides an available Ethernet connection for your Phone Adapter. Many BroadVoice customers have wireless networks in their home or subscribe to wireless ISP.


What ports need to be open if my Phone Adapter is behind a firewall?

No ports need to be open if you have a simple NAT router and the BroadVoice-issued Phone Adapter has a private IP address. Most BroadVoice customers just connect their Phone Adapter to their router and it works. BroadVoice is designed to work behind NAT routers.

If you have a firewall, you must give the Phone Adapter rights to access certain Internet ports, including:

  • 69-69 UDP
  • 5060-5063 UDP
  • 10,000-20,000 UDP

 


If my PC connects to the Internet through the USB port and has no Ethernet connection, how can the Phone Adapter fit into my network?

To use BroadVoice service you will need to convert your broadband Internet connection from USB to Ethernet. You can convert by connecting your PC and your phone adapter to a router. To connect your PC to the router, you will also need to install an Ethernet card in your PC, or you can use a USB-to-Ethernet conversion cable. With this arrangement, you can use your PC to access the Internet while using the BroadVoice service.

 

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Device Installation

Where can I find a step-by-step installation instructions for BroadVoice Supplied Devices?

Our Support Center includes installation guides for all BroadVoice devices.


Where can I find step-by-step installation instructions for BYOD (Bring Your Own Device) devices?

Our Support Center includes installation guides for many BYOD devices.

 

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Troubleshooting: Voice and Call Quality

I am not hearing a dial tone.

If you do not hear a dial tone, please check the following:

  1. Make sure the telephone and BroadVoice Adapter are plugged in
  2. Disconnect and re-connect the telephone cable
  3. Make sure your telephone is set to ring (not set to pulse)

If the above items have been checked, it is possible your phone adapter needs to be rebooted. Follow these instructions to quickly perform a reboot.


I am unable to receive any inbound calls.

Your Phone Adapter needs to register with our proxy server in order to receive inbound calls. If the Phone Adapter can't register, the BroadVoice server can't route calls to the device.

Some reasons why your phone adapter may not be able to register with BroadVoice proxies:

  • Possible power outage
  • Telephone and BroadVoice Adapter may not be plugged in
  • Internet connectivity has been lost
  • Router/firewall options have blocked BroadVoice traffic

Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter. Follow these instructions to quickly perform a reboot.


Calls sound "choppy".

In general, "choppy" calls are the result of latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".

Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.

  • Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
  • If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

I hear echo during calls (hearing my voice repeat)?

Echo is due to possible latency on your Internet connection causing delayed playback of your voice. It is not uncommon for echo to be present with traditional phone calling as well, but the latency is so slight the echo probably will go unnoticed.

Possible causes of echo are:

  • Poor quality telephone or phone cables (possibly on the far end of the call)
  • Feedback between the phone's speaker and microphone

If you are hearing significant echo on a call:

  • Try to call back the number and see if the echo persists.
  • Ask if the person you are talking with can use a different phone.
  • Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
  • If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

 


I tried to make a call and received a fast busy signal.

A fast busy signal can mean that your Phone Adapter needs to be rebooted. Follow these instructions to quickly perform a reboot.


What is the cause of "dropped" calls (call ends unexpectedly)?

In general, "dropped" calls are the result of a severe latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".

Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.

  • Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
  • If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

 


I hear static or "buzzing"?

Static (buzzing) on your line are produced from analog equipment in your phone system (your phone and phone cable). When the phone adapter receives the sound data, it digitizes the data and eliminates the possibility of producing static or buzzing. Try using a different phone or replacing the phone cable and test if that resolves the issue.


Where can I learn about any technical issues with my BroadVoice Service?

Your BroadVoice Account Portal will note any known issues in the Service Notes section in the far left column of the screen.

 

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Troubleshooting: Telephone Adapter Devices

Where can I find troubleshooting information for BroadVoice Supplied devices?

Specific troubleshooting information is provided for the following devices.

BroadVoice Phone Adapter BroadVoice Router & Phone Adapter BroadVoice Integrated Analog Telephone Adapter

Where can I find troubleshooting information for BYOD devices?

Specific troubleshooting information is provided for the following devices.
NOTE: Some links will open a new window pointed directly to the device manufacturer.

Sipura SPA

XTen Soft Phone

 
         
   
   


How do I reboot my Telephone Adapter Device?

Follow these instructions to quickly perform a reboot.

 

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Troubleshooting: BroadVoice Features

When I log into my voicemail on the web, the page is blank. How do I fix this?

You need to enable cookies on your web browser.
To enable cookies, follow the instructions below for your browser and release version.

MS Internet Explorer 6.x

  1. Select "Tools" in the main menu.
  2. Select Internet Options .
  3. Select the "Privacy" tab.
  4. Select "Advanced".
  5. Deselect Override Automatic Cookie Handling.
  6. Select "Accept" for First-party Cookies and select "Accept" for Third-party Cookies options.
  7. Select "OK".
  8. Select "OK" to exit.

Microsoft Internet Explorer 5.x

  1. Select "Internet Options" from the Tools menu.
  2. Click on the "Security" tab.
  3. Click "Custom Level" button.
  4. Scroll down to the "Cookies" section.
  5. Set "Allow cookies that are stored on your computer" to "Enable".
  6. Set "Allow per-session cookies" to "Enable".
  7. Click "OK".

Microsoft Internet Explorer 4.x

  1. Select "Internet Options" from the View menu.
  2. Click on the "Advanced" tab.
  3. Scroll down to find "Cookies" within the "Security" section.
  4. Select "Always accept cookies".
  5. Click "OK".

Safari 2.x

  1. Select "System Preferences..." from the Apple menu.
  2. In the window that opens, click the "Security" tab.
  3. Under "Accept Cookies" Select "Only from sites you navigate to" (You may select "Always" instead).
  4. Close the Window by clicking the red dot in the upper left of the window.

Netscape 7.x or 6.x

  1. Select "Edit" in the main menu.
  2. Select "Preferences".
  3. Select the "Privacy and Security" category and expand the list.
  4. Select "Cookies".
  5. Select one of the options that enables cookies.
  6. Select "OK".

Netscape Communicator 4.x

  1. Select "Preferences" from the Edit menu.
  2. Find the "Cookies" section in the "Advanced" category.
  3. Select "Accept all cookies" (or "Enable all cookies").
    Click "OK".

 

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