Mconnect realizes that
VoIP is a new technology to most people.
That is why we have dedicated a few pages to
simple and comprehensive answers to your
questions.
We want you to understand
EVERYTHING, and have made this even easier with
our new chat tool.
If
you would like to chat with our Customer Service
staff, please click on the chat link to the left.
When the icon says 'Chat Online', we'll be happy
to answer your questions! If
the icon says 'Chat Offline', please leave us a
message and we'll get back to you the next
business day.
We pride ourselves in our
customer relations:
Your understanding and
confidence in our VoIP service is of paramount
importance to us! Please don't hesitate to
contact us!
Let's begin:
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
www.testyourvoip.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.
Then run
through the following 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:
-
Is your network working? Do you have
access to email and the Internet? If you have any
doubt, go on-line for verification.
-
Have you experienced any interruption in
power?
-
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?
-
Is the ATA device, router and modem
working?
-
If the above has not rectified the
problem, take the following steps:
-
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.
Back To Top
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:
If you still do not have a dial tone,
troubleshoot with the following steps:
-
Do you subscribe to high speed Internet?
-
Is your power working?
-
Is your telephone set working?
-
Which port is the telephone set plugged
into?
-
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.
-
How old is your router? The router
may not have a current version of firmware installed.
-
What type of router and DSL modem do you
have?
-
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.
Back To Top
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:
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.
Back To Top
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.
Back To Top
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.
Does that make
sense? It's not as complicated as it
seems!
If you have
any questions about troubleshooting any VoIP
feature or component, please use our Online
Chat to ask - see the top of this page.
Chat Online means we're waiting for your
questions. Chat Offline means we're
ready to answer your questions, so leave us
a message and we'll get right back to you!
Back To Top
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
-
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.
Back To Top
10.
HOW DO I TRANSFER AN INCOMING CALL 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.
Does that
make sense?
It's not as
complicated as it seems!
If
you have any questions about
troubleshooting any VoIP feature or
component, please use our Online
Chat to ask - see the top of this
page. Chat Online means we're
waiting for your questions. Chat
Offline means we're ready to
answer your questions, so leave us a
message and we'll get right back to
you!
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