Support

/Support
Support2017-06-26T11:54:30+00:00

Before You Contact Support

Please follow our initial troubleshooting guide or look for a solution in our FAQ section below.

Telephone  407-331-0406
Toll Free  877-744-8647
Email support@mconnectinc.com

Initial Troubleshooting Guide

Mconnect FAQ

Can I make International calls with Mconnect?2015-09-18T13:02:31+00:00

Yes. Note that additional fees do apply for making international calls. The rates vary from location to location and are applied on a per minute, per call basis. You can see a complete list of our rates here.

We also provide an option to block international dialing from your phone line.

Can I keep my current telephone number?2017-06-26T11:54:30+00:00

Yes, in most areas you can switch to an Mconnect line without changing your phone number. Local Number Portability (LNP) allows you to take your existing number with you when you switch providers. We can even transfer a toll free number. Just inform us you want to keep the same number with our services and we will take care of everything from there.

How do I activate my features?2015-09-24T15:18:26+00:00

Most features are accessible through the Online Portal or with Star Feature Codes. A complete list of feature codes can be downloaded here.

How does VoIP work?2015-09-17T21:11:45+00:00

There are currently two different ways to make a call with Mconnect’s VoIP service:

1) Via a phone adapter – Mconnect has low-cost Analog Telephone Adapters (ATA) available that can plug into a traditional phone; this enables the conversion of the analog signal to digital data that can be transmitted over the Internet and allows a standard phone to support VoIP services.

2) Via an IP phone – Mconnect has several options for IP phones that connect directly to your internet modem or router and have all the necessary hardware and software to handle an IP call.

Will I save money with VoIP service?2015-09-17T19:56:48+00:00

Yes, and Mconnect is one of the most economical VoIP providers on the market. With voice over IP systems, advanced features that traditional telephone companies usually charge extra to utilize, come bundled free with your service. In addition, we also offer packages that include unlimited long distance calling at no additional charge.

What Benefit Does VoIP Phone Service Have Over Traditional Phone Service?2015-09-17T19:53:44+00:00

VoIP phone systems enable voice and data services to be transported on the same network and to be maintained and supported internally as a unit. As a result, VoIP services are less expensive to operate, which allows Momentum to offer voice communication solutions to our customers that yield significant savings, while still providing call quality that is equivalent to analog phone services. Additionally, features are easier to use. VoIP features are controlled via intuitive user interfaces online, effectively removing the requirement to memorize star codes that were necessary to activate features on legacy analog phones.

What is VoIP2015-09-17T19:50:23+00:00

Voice over Internet Protocol is a method for taking analog audio signals, and turning them into digital data that can be transmitted over a common broadband Internet connection. Digital voice technology meets the voice quality and reliability offered by the public switched telephone network at a much lower price.

How much bandwidth do I need?2015-09-16T13:03:54+00:00

We recommend a minimum bandwidth of 128 kbps for a single line and an additional 90 kbps per line on multiple line accounts.

How do I check my Voicemail?2015-09-17T19:20:43+00:00

You can check your voicemail by telephone or email.

By telephone, dial *62 to get to your mailbox, enter your passcode and press the # key.  If you are calling from outside to check your messages, dial your phone number and press the * key while your greeting message is playing, when prompted enter your passcode and press the # key.

To check voicemail via your email, just enable the Voicemail to Email feature on the Subscriber Portal.  New messages will be sent to your email address, the message will be an attached audio file.

Calls going directly to voicemail2015-09-17T21:04:39+00:00

Make sure that you have not set your calls to automatically go to voicemail in your online portal account. Log in to your web portal account and check to see if you have any of the Call Forwarding Features marked to on or the Do Not Disturb Feature on.

You can also check how many rings you have your phone set to before it goes to voicemail. You find this under Messaging and then Greetings.

“Echo on the Line” or “One Way Audio”2017-06-26T11:54:30+00:00

If you are a new or existing customer, when “Echo on the line” is the service problem, in most cases it has been found to be an issue relating from the ISP.

To determine this:

  • Minimum acceptable upload range is above 100 kbps
  • High Jitter and Packet loss results will also impact voice quality.

This test must be run about 2-3 times during a 24 hour period to accurately reflect the upload speed of the network. If speed test speed falls outside of this range for speed or signal quality, you will need to contact your ISP to increase the speed or bandwidth.

No Dial Tone2015-09-18T12:55:16+00:00

If you do not have a dial tone and you have an existing account that was working until now, then troubleshoot with the following steps:

Is your network working? Do you have access to email and the Internet? If you have any doubt, go on-line for verification.

  • If your network is not working, you will need to contact your Internet Service Provider (ISP)

Have you experienced any interruption in power?

  • Double check the power outlet or power strip to verify a working power source.

Have any physical changes been made in the general area of the computer, router, ATA device or power strip?

  • Cleaning or rearranging furniture can cause the connections to become loose. Re-check all connections.
  • Construction or remodeling can cause a sliced cable or an electrical circuit breaker to blow. Verify that you have power to the outlet and that you have a working broadband connection.

Is your telephone set working?

  • Plug in a different telephone set into the ATA device or verify through a land line that the set is still working.

Is the ATA device, router and modem working?

  • Check the ATA device lights
    • The first light, power should be solid.
    • The second light, the Ethernet connection should be blinking.
    • The third light, the Ethernet connection should be blinking.
    • The fourth light, should be off unless you have a 2nd line

If the above has not rectified the problem, take the following steps:

  • PowerCycle (unplug and replug) the ATA device to restore dial tone.  If dial tone still has not been restored, powercycle the router, and then modem one at a time.

If dial tone is still not restored, then contact customer support at support@mconnectinc.com or 877-744-8647 to continue troubleshooting. Support will need the following test information: