Troubleshooting for NextPhone service and adapter.
The following demonstrate simple troubleshooting ideas to restore NextPhone service. As always, if you have further questions or more details, call us at (888) 396-6178
How do I reboot my Phone Adapter?
Follow these instructions for rebooting your NextPhone Adapter:
1. Unplug only the power cable from the back of your Cable/DSL modem.
2. If you have a router, unplug its power cable.
3. Unplug the black power cable from the back of the NextPhone Adapter.
4. Wait at least 30 seconds.
5. Plug your Cable/DSL modem's power cable back into your device and wait for it
to start up completely before continuing.
6. If you have a router, plug the power cable back in and wait for it to start up
completely before continuing.
7. Plug in the power cable for the NextPhone Adapter.
8. Wait at least 30 seconds.
9. Reboot your computer and check to make sure that you have an Internet
connection.
10. Pick up the telephone receiver and listen for a dial tone.
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 NextPhone Adapter are plugged in.
2. Disconnect and re-connect the telephone cable (into Line1).
3. Make sure your telephone is set to ring (not set to pulse).
4. Make sure your internet connection is working.
If the above items have been checked and there is still no dial tone, it is possible your adapter needs to be rebooted. Click here for instructions on rebooting.
I am unable to receive any inbound calls.
Your NextPhone Adapter needs to register with our proxy server in order to receive inbound calls. If the NextPhone Adapter can't register, the NextPhone server can't route calls to the device.
Some reasons why your adapter may not be able to register with NextPhone proxies:
• Possible power outage.
• Telephone and NextPhone Adapter may not be plugged in.
• Internet connectivity has been lost.
• Router/firewall options have blocked NextPhone 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. Click here for instructions on rebooting.
My 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. Or visit http://www.speakeasy.net/speedtest/ to see if you are getting the speeds promised by your ISP.
If this is the case, it is probably your ISP 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.
•Spyware and viruses can often consume your bandwidth without you knowledge. Confirm that all network devices are up-to-date with anti-virus and anti-spyware protection. To see if this may be causing 'choppy' calls, try unplugging all desktops, laptops, and other network devices from the local network so the only device with web-access if your voip phone. Try making some test calls to see if the 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 probably your ISP 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 NextPhone Adapter needs to be rebooted. Click here for instructions on rebooting.
• It can also mean the number you are calling is experiencing an outage. If the call completes using a cell phone, please contact Nextphone.
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 probably your ISP 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. If you are using a phone that is going through the house wiring, try a phone connected directly to the ATA. Make a test call to see if the 'buzzing' goes away.