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Troubleshooting
Below are some common issues and typical steps on troubleshooting/resolving them.
Before you begin those steps, here are some steps that should be performed beforehand:
Router Firmware Upgrade - Make sure you router has up-to-date firmware. Here are links to firmware downloads for some router manufacturers: Linksys
| D-Link | Netgear .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 clicking on the "Start" button on your computer, click on "Run", type cmd and press "OK." This will open a command prompt window. Run the following command: ping sipdr.quantumvoice-sip.com
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 here: MOS Test.
Speed Test - This test determines the speed of your internet connection: Speed Test
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If the below steps does not resolve the issue you are having, please contact us either via email customercare@quantumvoice.com at or by phone at 800-914-2943. Please also have the results of the above tests.
Service Issues
There is no dial tone. Fast Busy on outbound calls.This typically indicates that the phone adapter is not able to contact our gateway to initiate the call.
Try rebooting your home network (power down DSL/cable modem, router/switch, and phone adapter and power back on).
Is your network working? Do you have access to email and the Internet? If you have any doubt, open a web browser and try and open a web page. If your network is not working, you will need to contact your Internet Service Provider (ISP).
Verify the phone adapter (ATA) has an IP address:
- Lift handset.
- Press the star-key (*) 4-times.
- Dial "110#" and write down the IP Address that is read off to you.
- If it is all "0's" (zeros), please reboot your home network. (Power down DSL/Cable Modem, router/switch, and Phone Adapter and power back on).
Check to make sure the phone is plugged into the Phone Adapter Device's "phone port 1."
Make sure all network devices are hooked up properly. The devices 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 connected to a broadband connection (eg: to a cable or DSL modem).
- The router needs to be connected to your PC via an Ethernet connection.
-Close-
I am experiencing dropped calls. My high speed Internet connection uses a USB port, not an Ethernet port. My phone does not ring / No incoming calls. Callers do not hear me while I am talking (one-way audio). I have echo on my line. I am hearing static on my line. Conversations are choppy sounding. What are latency, jitter, and packet loss and how do they affect my calls? I get an "Out of Area" error message when dialing some toll-free numbers. I cannot send faxes through my ATA.Phone Adapter (ATA) Troubleshooting
What do the Status/Link LEDs indicate? How do I use the IVR menu (checking info through phone handset)?Phone Portal Troubleshooting
I can login to the portal but if I do anything I am asked to login again.
