No voice on incoming calls.

[jst1960]

I have had incoming call issues the last two Saturdays. Last week the issue was that incoming calls were going straight to voicemail. After rebooting the Grandstream HT502 the issue was gone. Today I'm having an issue of incoming calls not having any audio. I did a test call from my mobile phone, my wife picked up and I could not hear anything from her, but she could hear me. I'm sure if I reboot it will resolve the issue for a few days, but I need a fix for this. I don't need my wife jumping me about phone issues every week!
I will be making a support call Monday after work, but if anyone has any ideas about what may be going on, I would appreciate any feedback on this issue.

One other thing, I notice that phone 1 and phone 2 are blinking on the ATA, is this normal?

Here is my setup:

Static IP setup: HT502
Selected Statically Configured As
Assigned IP address of: 192.168.1.151
Subnet Mask: 255.255.255.0
Default Router: 192.168.1.1 (Linksys wrt54gl)
DNS Server 1: 156.154.70.1 (default from VOIPo)
DNS Server 2: 156.154.71.1 (default from VOIPo)

Ports 5004-65000 (UDP) were forwarded to 192.168.1.151 in Linksys WRT54GL router

Thanks,
Steve

[SomeWhoCallMeTim]

Just started having this issue in the last couple of days, i.e. incoming calls can't hear me although I can hear the caller just fine.

Outgoing calls work just fine.

Rebooting the Grandstream didn't help.

I've opened a support ticket.

[holmes4]

Tim, is the Grandstream inside your router's LAN or outside of it? If inside, have you set up port forwarding? I find I get exactly that symptom if I have not done port forwarding correctly (my adapter simply does not work when I put it outside my router.)

[SomeWhoCallMeTim]

Comcast Modem then Grandstream then router, so I haven't needed to open any ports. Note that I've only had this trouble in the last couple of days...the service has worked fine otherwise.

[rcc344]

Incoming does not work. Either the call goes directly to voicemail, or rings and I get dial tone when answered and the caller continues to hear side tone ring until voice mail answers. This started Friday evening. Rebooted modem and HT. Opened ticket, but don't know if support is available over the holiday weekend.

5/28/2011 - Now working. Incoming and outgoing call are just fine. Didn't do anything. Just started to work. Blame it on Comcast?

[SomeWhoCallMeTim]

In my case I got an email from tech support that I had set "block unknown callers" which blocks anyone not on the whitelist. Not sure how that disabled the answering machine message or blocked us from hearing the callers, but in any case their remote tweaking fixed things and we can now be heard and callers get our answering machine message. Thanks tech support for responding on a Saturday night on a holiday weekend!

[voipinit]

In my case I got an email from tech support that I had set "block unknown callers" which blocks anyone not on the whitelist. . .


FYI, selecting "block all unknown calls" in the "block private calls" tab only blocks calls marked as private, anonymous etc.

In call routes you can "block all unknown contacts" which will block anyone not in your contact list or whitelist.

[SomeWhoCallMeTim]

FYI, selecting "block all unknown calls" in the "block private calls" tab only blocks calls marked as private, anonymous etc.

In call routes you can "block all unknown contacts" which will block anyone not in your contact list or whitelist.

So in Features there is a drop-down whose options are:
Allow Blocked Calls
Block Calls Marked as Private
Block All Unknown Calls


What is the difference between the last two? Currently I have "Block Calls Marked as Private" but if I set it to "Block All Unknown Calls" I should be okay and not run into the problem with callers not hearing us or the answering machine not playing its message?


Thanks!

[SomeWhoCallMeTim]

Also, how does Features: Telemarketer block work? Does it key off of a form of phone number or off of some internal list that voipo has?

Thanks!

[holmes4]

The way Telemarketer Block is supposed to work is that it goes from a list built by suggestions from users who select the "submit to telemarketer block" function for a number. I would imagine there is some threshold of reports before a number goes on the list.

[voipinit]

So in Features there is a drop-down whose options are:
Allow Blocked Calls
Block Calls Marked as Private
Block All Unknown Calls


What is the difference between the last two? Currently I have "Block Calls Marked as Private" but if I set it to "Block All Unknown Calls" I should be okay and not run into the problem with callers not hearing us or the answering machine not playing its message?


Thanks!

Block Calls Marked as Private blocks only those callers where the CID display shows up as Private which means there will also be no number displayed on the CID.

Block All Unknown Calls is similar to Block Calls Marked as Private but does not stop at just Private, it will block Anonymous, Unknown, Restricted or any call with a blocked number.

[SomeWhoCallMeTim]

Sounds like "Block All Unknown Calls" is what I want.

Thx

[Nle]

Just started having this issue in the last couple of days, i.e. incoming calls can't hear me although I can hear the caller just fine.

Outgoing calls work just fine.

Rebooting the Grandstream didn't help.

I've opened a support ticket.

Exact same problem. Incoming calls don't work (other party cannot hear me).
Setup: Cable Modem -> Router (forwarding enabled) -> Grand Stream 502

My settings do NOT block any type of call

[awr66]

I just opened a ticket too.

My set up is: Cable Modem>>>>Grandstream>>>Router

I do not have any unknown callers blocked, but I do have the telemarketer block enabled.

Will wait to see what support can tell me.

[gls101]

Likewise.

Intermittent no received audio on inbound calls, just dead air.

Just opened a ticket.

Gary

[DDebedel]

Hi,

Is there any word from Voipo on this? I am having similar problems with incoming audio.

Grandstream router is directly behind the cable modem.

David D.

[Superbam]

Same issue. I have the Linksys adapter connected to a switch then to the cable modem. If I reboot it will work fine for a day or two. Ticket opened, we'll see if they can fix it.

[DaveH]

Same issue with me.

Selective incoming calls are not able to hear me.

My setup is Cable modem ---> Grandstream ATA ---> Netgear Router.

I am noticing a loose correlation to numbers I have put in my contact list being OK versus numbers not in my cantact list not being able to hear me.

Not sure it has anything to do with it, nor if it even makes sense, but thought I'd throw it out there.

I don't have any private call blocking set up. Even if I did, I wouldn't expect it to function this way.

Anyone gotten an update from VOIPo on this?

[DaveH]

Update:

I got an email from Voipo support on Saturday evening asking me to "try my service now."

Seemed to work well for a while on Sunday, but as of Sunday evening I get a fast busy signal when trying to receive incoming calls.

I've updated my ticket with Voipo support and am (patiently) awaiting a reply.

Dave.

[kayakbuilder]

I'm fairly new to Voipo and have been having the same issue. We had it from the start, and openned a ticket then. I rebooted the ATA and the problem went away. After a week or so it came back. Rebooting sometimes fixes it. Sometimes it takes several iterations of reboots. This is getting frustating. :mad:

Mine is set up internet > cable modem > ATA > router.

[DaveH]

kayakbuilder,

I had an issue when I was configured with my ATA between my modem and router. I had to move it inside my network. The issue was with my cable modem.

Can you tell me how many registration line you have for your ATA?

Features --> Devices.

You should have 2.

My issue was obscure, but the symptoms were similar.

Dave.

[kayakbuilder]

I think I tried moving it inside my network once and that didn't work either. I do have 2 registration lines under Features --> Devices.

[VOIPoTim]

I'm fairly new to Voipo and have been having the same issue. We had it from the start, and openned a ticket then. I rebooted the ATA and the problem went away. After a week or so it came back. Rebooting sometimes fixes it. Sometimes it takes several iterations of reboots. This is getting frustating. :mad:

Mine is set up internet > cable modem > ATA > router.

Please contact support@voipo.com and request a troubleshooting call. A senior agent can work with you to diagnose your setup.

[kayakbuilder]

There is a ticket open on it. My wife opened it on 8/19. I got the info from my wife earlier this evening, logged in and found that Voipo had requested info from us, but my wife did not let me know they were waiting on us. Hopefully this will get resolved quickly, as I have given Voipo the requested info.

[kayakbuilder]

The support tech had me reboot again. This time it worked. Not sure if they did something on their end or what? But, working again is good.

[Devon]

VoIPo was marginal but usable for months, no more.
Every imaginable service failure for weeks now.
No ring but if you know to pick up it works.
Dead silence at both ends or at one end.
Power cycling and rebooting no help.
Telemarketer and/or blacklist blocking never ever worked.
Customer service "LIVE CHAT" says I'm #3 in queue,
wait time less than 1 minute ... well over two hours later
I'm #1, still waiting, estimate never varies,
I give up, I'm hungry! We kids use GSM, Skype,
etc. but 92-year-old great-gran needs her phone.

Peace
--Devon

[VOIPoChristopher]

VoIPo was marginal but usable for months, no more.
Every imaginable service failure for weeks now.
No ring but if you know to pick up it works.
Dead silence at both ends or at one end.
Power cycling and rebooting no help.
Telemarketer and/or blacklist blocking never ever worked.
Customer service "LIVE CHAT" says I'm #3 in queue,
wait time less than 1 minute ... well over two hours later
I'm #1, still waiting, estimate never varies,
I give up, I'm hungry! We kids use GSM, Skype,
etc. but 92-year-old great-gran needs her phone.

Peace
--Devon


Hello Devon,

While that is not common it is not good to hear one of our members had that kind of experience. Please PM me so that we can discuss and resolve your situation.

[ram1220]

I can sympathize with those of you having problems. I am a VOIPo customer of just over a month. Everything was great the first month. But for about a week now all phone calls are choppy and sound worse than my cell phone ever did. And now as of yesterday I can not make a phone call that will last more than about 30 seconds. The system just hangs up the call. Nothing has changed on my end. I do have the proper ports forwarded along with everything else that has been suggested to me. I even stood on 1 foot and did an old Indian chant but my call still was cut off after 30 seconds. I'm giving this service another week to correct itself before I cencel and move on. I came from VYL Media and they just worked 100%. Thought I'd save $10 per month with VOIPo. But I guess it's true. You do get what you pay for. Oh and my internet service is rock solid. I am with Uverse and have the 12mbit service. My internet provider is not the problem.

Bob

[VOIPoChristopher]

I can sympathize with those of you having problems. I am a VOIPo customer of just over a month. Everything was great the first month. But for about a week now all phone calls are choppy and sound worse than my cell phone ever did. And now as of yesterday I can not make a phone call that will last more than about 30 seconds. The system just hangs up the call. Nothing has changed on my end. I do have the proper ports forwarded along with everything else that has been suggested to me. I even stood on 1 foot and did an old Indian chant but my call still was cut off after 30 seconds. I'm giving this service another week to correct itself before I cencel and move on. I came from VYL Media and they just worked 100%. Thought I'd save $10 per month with VOIPo. But I guess it's true. You do get what you pay for. Oh and my internet service is rock solid. I am with Uverse and have the 12mbit service. My internet provider is not the problem.

Bob

Hello Bob,

I see that you have contacted our support group and was advised on a few things to try. It looks like that has not resolved the issue. Please PM me your VOIPo username so that we can take a look. I'll be happy to either have a senior agent or myself review the history and assist with getting the issue resolved.

[WHiZ]

I've noticed this problem the past about week and a half too. I have a feeling there may be an underlying issue seeing multiple people are suddenly experiencing it. I've never had this issue before, where an incoming call is picked up by me, they can hear me but i can't hear the other person. Like the others, i've made 0 changes to my network or setup, the issue just started recently. I've also been experiencing this on outgoing calls occasionally too. It is not happening all the time but when it does, i've been having to tell the person on the other end after a few of my "hello"s with no responses back to me, that my phone is messed up and i'll call them right back. I call them back and it works fine. Sigh...

[VOIPoTim]

I've noticed this problem the past about week and a half too. I have a feeling there may be an underlying issue seeing multiple people are suddenly experiencing it. I've never had this issue before, where an incoming call is picked up by me, they can hear me but i can't hear the other person. Like the others, i've made 0 changes to my network or setup, the issue just started recently. I've also been experiencing this on outgoing calls occasionally too. It is not happening all the time but when it does, i've been having to tell the person on the other end after a few of my "hello"s with no responses back to me, that my phone is messed up and i'll call them right back. I call them back and it works fine. Sigh...

From everything we've seen these all appear to be isolated issues and we haven't noticed any trends.

Typically on forums, only the people with issues will take time to post so I understand why it may look like it may be widespread, but it's definitely not.

If you have issues, you'll need to work with support@voipo.com to address them. If you've already done so, just request that your ticket go to Tier II for further assistance.

99.999999% of the time, audio issues are related to using another router with our service that is not letting all the traffic through to our adapter. If you have not done so already, you should try setting up port forwarding on your router. We recommend forwarding UDP ports 5004-65000 to the adapter.

What happens is that each call uses a random port and if your router isn't letting the audio through, you'll have one way audio (while it may be letting traffic on the ports we use to connect the call through). That's also why audio issues can randomly appear. Depending on what providers are involved in the carrier, our system load, etc a different port range will be used and it's often a situation where routers may allow some traffic on certain ports through but if we get into a higher range for some calls they don't which results in some calls having audio issues and some not.

More than likely the port forwarding will completely resolve your issues because it makes sure that all the traffic on any port we would possibly use gets through to the device whether the router thinks it should or not.

If you don't know how to do this, our support team will be more than happy to help. For complex issues, I definitely recommend e-mailing as we have our most experienced agents working e-mail/tickets since that's the most efficient method of support. The phones and chat techs have typically have the least experience and can provide basic assistance only.

[ram1220]

Well I worked with support yesterday. The problem seemed to clear up for about 2 hours. Then just like before I could not hear the party I was calling. I then called Walgreens automated phone system and I was hung up on after approx. 5 seconds. It's almost as if there is a disconnect signal or something being sent out by VOIPo. I am sorry to say that this is just unacceptable. The service worked great for the first month. Then mysteriously without any changes on my end I start having problems. And right at the same time others are reporting the same problems. I will wait a few days to see if VOIPo fixes things on their end. Then I will have to go elsewhere for my phone service. I must add that my cell phone with Sprint works great 100% of the time even when calling the same numbers and automated systems that fail with VOIPo. Sorry guys but I tried.

[tritch]

The service worked great for the first month. Then mysteriously without any changes on my end I start having problems.

Just wondering if Uverse could have pushed a recent firmware update to your gateway/router? There have been threads on this forum before regarding issues with Uverse customers and firmware problems. Getting Voipo to work correctly with Uverse and FIOS seems to be more tricky for some customers versus those with a standard cable/DSL modem setup.

[mogulman]

I've noticed the quality of Voipo being much worse for me over the last few weeks. Call quality has been pretty flaky and people have noticed and said something to me.

I haven't changed routers or providers. I've also had port forwarding set up since I started. At the same time, I have another voip provider, and my service has been fine. Not sure if support will be able to work on.

[ram1220]

Let me say that tech support finally solved all of my issues. But it wasn't easy. I don't know why our support tickets can't be handled by one person throughout the whole process. I think I had 5 or 6 different people respond to me. VOIPo kept pointing the fingers at my end and I knew nothing had changed on my end. Finally after I insisted again the problem was on their end and being asked to run another network test on my end I told them I wanted to cancel. Mysteriously all my problems cleared up within a couple hours. I strongly feel the problem was on the company side and not mine since nothing here was changed. Those of you having these problems after having had good service should keep at tech support. I now have a good working service once again.

[GreenLantern]

I've noticed the quality of Voipo being much worse for me over the last few weeks. Call quality has been pretty flaky and people have noticed and said something to me.

I haven't changed routers or providers. I've also had port forwarding set up since I started. At the same time, I have another voip provider, and my service has been fine. Not sure if support will be able to work on.

One simple thing to check if you're getting poor audio quality (as apposed to no audio at all) is to make sure you don't have some background service tying up all of your internet bandwidth. I had a customer who's call quality was perfect for several months, then one week it became awful. After testing, it turned out that one of the kids had installed a torrent downloader/server that was wide open with no throttling. It tied up almost all the bandwidth, so calls were dropping packets and sounded terrible. We shut off the torrent client and all was well again.

Viruses can have the same effect, so make sure your systems are clean.

[LoadStar]

Ok, I'm having all sorts of bizarre issues with my phone now.

When people call me, on my side of the phone it behaves like the call immediately terminates. On the caller's end, all they hear is silence. Or, alternately, I answer and they can hear me, but I can't hear them. Either behavior happens seemingly randomly. When I tried calling THEM back, either I get what sounds like a busy signal, or (in the case where I tried calling an AT&T cell phone) my calls go straight through to voice mail and don't ring at all on the cell phone, despite it being on and available for calls.

Even odder, when I tried calling one number, the call went to my failover forward number, not to where I actually dialed.

I'm going to put a service ticket in, but I'm expecting everyone is off for the weekend.

[energyx]

I've had lots of weird problems crop up starting on Saturday 11/26. Outgoing calls would go straight to voicemail on multiple providers, incoming calls today are one-way, or not connecting properly. Nothing has changed on my end in weeks, ports are forwarded. I opened a ticket and they fixed the outgoing issue for now, bit the incoming problem has been consistent most of the day.

[VOIPoTim]

If you are experiencing issues, you'll need to contact support@voipo.com for assistance so that our support team can help your troubleshoot your home network and/or internet connection.

There are no issues on our end at this time. If we are experiencing issues, we always post on http://twitter.com/voipo to let everyone know.

[eddyj]

Sadly I have to join this thread. I've had the adapter for a couple of weeks, and used it for outgoing calls with no problems, while the port finished. That happened yesterday, and now that the incoming calls are coming through VOIPo, I am having issues with many callers not being able to hear me. Does not seem to happen with all calls, just some. None of the suggestions in this thread have helped.

Setup is Cable Modem (Comcast) --> Grandstream --> Linksys router

Since I work at home, I need my phone working correctly. I can't believe that I am missing AT&T after just two days.

Opened a ticket, let's see what they say. But as a new customer, I am less than impressed.

[VOIPoTim]

There are no issues on our end. If we are experiencing issues, we always post on http://twitter.com/voipo to let everyone know.




If you are experiencing issues, you'll need to contact support@voipo.com for assistance so that our support team can help your troubleshoot your home network and/or internet connection.

This thread is being closed since this is not a support forum. All support inquires must be directly to support.