Mconnect VoIP Troubleshooting Guide

*Important* - Tests that you will need to complete in order to best troubleshoot your service. These are also good tests to run prior to choosing a VoIP provider:

If you're an existing customer and are having calling issues, once you have run these tests, we will need you to send the following to support@mconnectinc.com

• The results of the below tests


• The telephone number that you called when you had the issue


• The time of day the call was made.

We will not be able to troubleshoot your service successfully without this information.

1. Updated Router Firmware- Do you have the latest firmware on your router? If you are using a linksys router, you can go to Linksys Downloads and locate your router's model to download the most recent firmware. If you do not have a linksys, then you will need to go to your router's manufacturer site to download the most recent firmware.

2. A Ping Test - This determines the packet loss and latency time to and from your destination and the quality of your network connection to our gateways.

   You run the ping test by going to the Start button on your computer, go to run, type cmd and hit enter. Then you will type in the following ping command:

   ping 209.209.155.1

   You want your test to show an average under 100 ms with minimal packet loss. If it shows over that, then you'll want to contact your ISP because they may be having issues.

3. A MOS Test - This resource helps you determine the suitability of your connection for VoIP by placing a call from wherever you are to selected destinations around the world and returning a MOS score.

   For the MOS Test go to myspeed.visualware.com

4. A Speed Test - This test determines the speed of your internet connection. Go to the following website and run the test:http://speedtest.ibbsonline.com

   You need at least 80 kbps of upload and download speed for the G711 codec to maintain a clear voice call. After running the speed test, you will want to determine by the speed if you have enough bandwidth to support Voice-over-IP.

5. A Tracert Test - This test can be used to determine your internet connectivity. This will help to determine if your internet connection is timing out. If you see a lot of time out responses, you will want to contact your ISP to find out why your connection is timing out. To run this test:

   Open a DOS prompt by going to Start/Run and type CMD. Then type the following:

   tracert www.yahoo.com

   You should get a response similar to this:

   tracert www.yahoo.com

   Tracing route to www.yahoo-ht3.akadns.net

   [209.191.93.52]

   over a maximum of 30 hops:

     1     8 ms    12 ms     9 ms  ns50

   [172.20.100.1]

     2    43 ms    16 ms    14 ms  63.133.152.1

     3    48 ms    31 ms    26 ms  172.16.20.133

     4    15 ms    21 ms    32 ms  airband-69-26-208-13.airband.net [69.26.208.13]

     5    19 ms    30 ms    22 ms  65.89.99.85

     6    26 ms    14 ms    19 ms  216.140.4.158

   After the tracert is complete, then type Ping -T then the second or third ip that was displayed in the tracert (in the above case would be 63.133.152.1 or 172.16.20.133)

   Example: ping –t 63.133.152.1

   Then hit <enter>

   Now your computer will continuously ping the IP.

   When you have an issue with your calls you will want to revisit the DOS screen to see if there were any time out responses.

Select the following troubleshooting guidelines that best fits your problem:

No Dial Tone - Existing Account

No Dial Tone - New Account

Echo or One Way Audio on the line

Calls going directly to Voicemail

I've reset my router and now my phone doesn't work

My voicemail timestamp is off

I've installed the VoIP ATA equipment, and my phone doesn't work

I have static on my line

I seem to be having a lot of dropped calls

How do I transfer an incoming call to a number that is not on the network?

I have connected my ATA/Router to my other router and now my VoIP service isn't working

I'm using an existing 2Wire device from my Internet Service Provider and my ATA keeps dropping registration.

Troubleshooting guidelines:

1. Existing Account "No Dial Tone" - 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:

1. 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)
2. Have you experienced any interruption in power?


• Double check the power outlet or power strip to verify a working power source.
3. 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.
4. 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.
5. Is the ATA device, router and modem working?


• Check each device for blinking lights


• On the ATA device,


• The first blue light, the phone port 1 should be solid.


• The second light should be off unless you have a 2nd line


• The third blue light, the Ethernet connection should be blinking.


• The fourth blue light, power should be solid.
• 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:


• If using an ATA, your device's IP address. Do this by lifting the handset to the phone and dialing ****.  Enter 110# at the prompt. This will give you the device's IP address.


• Your Public IP Address. If you do not know it, then you can go to www.whatismyip.com.


• Your network speed information.


• Your ping test results.


• Your MOS score results.

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2. New Account "No Dial Tone" - If you do not have a dial tone, your account is new, and you're in the installation process, then take the following steps first:

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

If you still do not have a dial tone, troubleshoot with the following steps:

1. 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 ISP.
2. Do you subscribe to high speed Internet?



• You must have a high speed connection to use VoIP.

3. Is your power working?



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

4. Is your telephone set working?



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

5. Which port is the telephone set plugged into?



• The set must be plugged into Phone Port 1 on the back side of the ATA.

6. The device should be set-up as follows:


• The telephone should be plugged into Phone Port 1 of the ATA.


• The ATA needs to be plugged into a power source.


• The ATA needs to be connected to the router via an Ethernet connection.


• The router needs to be plugged into the modem.


• The router needs to be connected to your PC via an Ethernet connection.

7. How old is your router?  The router may not have a current version of firmware installed.




• Go on-line to the manufacturers' support section of their website and download an updated version of firmware.

8. What type of router and DSL modem do you have?

• There are certain types of routers and modems that do not work with VoIP

9. 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:

   • If using an ATA, your device's IP address.  Do this by lifting the handset to the phone and dialing ****.  Enter 110# at the prompt.  This will give you the device's IP address.
   
   
   • Your Public IP Address. If you do not know it, then you can go to www.whatismyip.com.
   
   
   • Your network speed information.
   
   
   • Your ping test results.
   
   
   • Your MOS score results.

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3. "Echo on the Line" or "One Way Audio"

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:

First make sure that your router is setup for Quality of Service (QoS). This gives bandwidth priority to your phone call rather than what you are doing on your computer at the time of a call. You do this by logging into your router.

If using a Linksys RT31P2 router:

• Type 192.168.15.1 into your web browser. It should bring up a login screen.


• Try typing in admin as the password and leave the user name blank.  If this doesn't work, type in admin for user name and call or email Support to get your admin password. Once you have logged into the router, you want to go to the Applications and Gaming Tab and then the QoS tab. It will look like this:


• Under Application-based QoS, click enable and specific port would be 5060. Mark it as high priority. Under Port based QoS, click enable and mark port 1 as high priority and the others as low. Then click save settings.

If using another router:

You will need to contact that manufacturer to find out how to configure that router for QoS. If this does not help then:

• Perform a network speedtest


• Acceptable upload range is above 100 kbps


• This test must be ran about 5-6 times during a 24 hour period to accurately reflect the upload speed of the network.
• If your speed falls outside of this range, you will need to contact your ISP to increase the speed or Broadband.


• If the network speed is within the normal range, then contact customer support at support@mconnectinc.com or 877-744-8647 to continue troubleshooting. Support will need the following test information:


• Public IP Address. If you do not know it, then you can go to www.whatismyip.com.


• Your network speed information.


• Your ping test results.


• Your MOS score results.

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4. My calls are going directly to voicemail.



Make sure that you have not set your calls to automatically go to voicemail in your web 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. Make sure that your settings are correct if you have your CommPilot Express 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.

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5. I've reset my router and now my phone doesn't work.


• You will need to log into your router by opening a web browser on your computer and going to http://192.168.15.1/Voice_adminPage.htm.  Once you are here there may be a login screen. If there is, leave the user name blank and type admin for the password.


• Once you have logged in, you will need to switch to advanced view and go to the provisioning tab.


• Go to profile rule and paste in http://prov.singlepipe.net/spa$MA.cfg


• Save the settings.


• Powercycle the modem and then the router. You should have a dial tone.  If dial tone is still not restored, then contact customer support at support@mconnectinc.com or 877-744-8647 to continue troubleshooting.

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6. My voicemail timestamp is off


• You will need to log into the router by opening a web browser and typing in 192.168.15.1. It should bring up a login screen. Try typing admin into the password section leaving the user name blank.  If this doesn't work, contact Support for your admin password.


• Once you are logged into the router, go to the bottom of the screen and you should see a Time Settings portion. Change that to the Time Zone that you live in.


• Save your settings and powercycle the router. This should give your voicemail the correct time.

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7. I've installed the VoIP ATA equipment, and my phone doesn't work



*Important*Once you have made the changes below, it is advisable to enter a user name and password into your router so that your router remains secure.

If you have installed the Mconnect ATA adapter by connecting it to your existing router and your phone is not working but your internet is, you will need to contact the manufacturer of your router equipment to find out how to configure your router for VoIP service.

Below are instructions on how to configure a Linksys WRT54G wireless router for Mconnect VoIP service. *Note* There are many other makes and models that may require the same configuration:

Configuring router for outbound calling:

• Go to 192.168.1.1 in your web browser


• You will need to login with your username and password. If you haven't changed that information, the default username is left blank, and the password is admin


• Once logged in, go to the Applications and Gaming Tab


• Go to Port Triggering Tab


• The first Application will be PAP2,


• Triggered Range: start port is 5060; end port is 5061


• Forwarded Range: start port is 5060; end port is 5061


• Click Enable


• The next Application will be PAP2


• Triggered Range: start port is 53; end port is 53


• Forwarded Range: start port is 53; end port is 53


• Click Enable


• The next Application will be PAP2


• Triggered Range: start port is 69; end port is 69


• Forwarded Range: start port is 69; end port is 69


• Click Enable


• The next Application will be PAP2


• Triggered Range: start port is 10000; end port is 20000


• Forwarded Range: start port is 10000; end port is 20000


• Click Enable


• Save Settings



Configuring router for inbound calling:

• Click Continue to go back into the Admin Module


• Go to the Applications and Gaming Tab


• Go to the DMZ Tab


• Click Enable


• The IP address should be whatever your ATA IP address displays. In this case it was 100. To Find your ATA IP Address, lift the handset to the phone and dial ****.  Enter 110# at the prompt.  This will give you the device's IP address.


• Save Settings





• Click Continue to go back into the Admin Module


• Go to the Security Tab


• Go to Firewall Tab


• Uncheck Anonymous Internet requests


• Save Settings



• Click Continue to go back into the Admin Module


• Go to the Setup Tab


• Go to Basic Setup


• Internet Setup


• Make MTU - Manual


• Size should be 1400


• Save Settings



Finally, you will want to make sure that your router is giving priority QoS (Quality of Service) to the Mconnect VoIP service

• Click Continue to go back into the Admin Module


• Go to the Applications and Gaming Tab


• Go to the QoS Tab


• Make sure that the Ethernet priority is set to give high priority to whatever port you have your phone plugged into
• You can also set the Application priority to PAP2, High, Port 5060


• Save Settings



Outbound and Inbound calling should now work. If it doesn't, please contact support@mconnectinc.com or call 877-744-8647.

8. I have static on my line


• Sometimes there may be interference or "noise" on the line. If you have already set your router for QoS, then what you may want to do is purchase an ADSL filter. This broadband filter helps to remove the additional "noise" that is picked up on the line. It also helps to have this filter when using VoIP for faxing. You can get this filter at any Radio Shack.
9. I seem to be having a lot of dropped calls


• The first thing that you need to do if you are experiencing dropped calls is open an MS DOS command prompt. You do this by going to your Start button/Run and type cmd. Once the command prompt opens type: (for example) ping sbc.singlepipe.net and hit enter.


• Perform a network speedtest


• Acceptable upload range is above 100 kbps


• This test must be ran about 5-6 times during a 24 hour period to accurately reflect the upload speed of the network.
• If your speed falls outside of this range, you will need to contact your ISP to increase the speed or Broadband.


• If the network speed is within the normal range, then contact customer support at support@mconnectinc.com or 877-744-8647 to continue troubleshooting. Support will need the following test information:


• Your Public IP Address.  If you do not know it, then you can go to www.whatismyip.com.


• Your network speed information.


• Your ping test results.


• Your MOS score results.

Once you have run these tests, send the results to support@mconnectinc.com. Along with date and time issue arose and number called to/from.  Support will then try to determine if the issue is a network issue or an ISP related issue.

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10. How do I transferfer an incoming calll to a number that is not on the network?

To transfer an incoming call to an off network number, hit flash, dial the number, and hit flash again. All three parties will be connected. To get off the call and leave the two parties to talk, just hang up the phone.

11. I've connected my ATA router to my other router and now my VoIP service isn't working



What probably is happening is that both routers are trying to assign an IP address to all devices connected. To make sure this doesn't happen, go into the second router in the lineup and disable DHCP. Then you will need to assign a static IP address to that router.

12. I'm using an existing 2wire device from my Internet service provider and my ATA keeps dropping registration.



Internet Service Providers that use 2Wire Modem/Routers, usually use PPPoE (Point to Point Protocol over Ethernet) for the Internet connection. Because of this, there is no setting on an ATA device that can change the connection to PPPoE on that device. You will want to order the SPA 2102 ATA/Router and when you receive your device, contact us so that we can walk you through changing the connection setting to PPPoE.

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