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VoIP Frequently Asked Questions

I am unable to recive in-bound calls, what is the problem?
The inability to receive inbound calls is directly related to the Phone Adapter's ability to register with the Dixie-Net Gateway. If the Phone Adapter is not registered, the Dixie-Net Gateway will be unable to route calls to the device. When a call is unable to reach the phone adapter, Dixie-Net will route the call to your voicemail. There are a few reasons your phone adapter may not be able to register with the Dixie-Net Gateway:
  • Power Outage
  • Loss of Internet connectivity
  • Router or firewall security settings blocking voice traffic
If this problem occurs, verify you have Internet connectivity and/or check your router/firewall security settings and reboot the Phone Adapter. To reboot the phone adapter, unplug the power cord from the back of the device, for 15 seconds, and then plug it back in. This will initiate a new registration request. Wait 5 minutes for the device to completely boot up, before attempting to make a call.
My calls sound garbled or have static.
This checklist is provided for our customers to perform some basic troubleshooting. Use this checklist if you are experiencing static or garbled audio. If your problem persists after completing these steps, please contact customer care. Going through this checklist will save you time on the phone because these are the first things our agents will have you do.

What is Static / Garbled Audio?

Static / garbled audio can be noises such as buzzing and crackling, or distortion where it sounds like the speaker is muffled or talking underwater.

Troubleshooting Steps:

  • Ensure that all phone wires are solid and free from damage. Replace any wires that are torn or have loose connectors.
  • Ensure that your Dixie-Net terminal adapter device is at least four feet away from any other device.
  • If your Dixie-Net Terminal Adapter device and your phone are connected by an RJ-11 cable (regular phone cable), replace the cable.
  • Try a different phone. If the audio is better, the problem is with your phone.
  • For corded phones, replace the phone cord that connects the base of the phone to the handset.
  • For cordless phones, change the frequencies or channels on the phone.
  • Test your device at another location where there is broadband connection available*. This can help to see if it.s the device or some sort of electronic device in your house is affecting the service.
  • Ensure all wireless devices and cordless phone bases are at least four feet away from each other.

If you are using home wiring:

  • Ensure the land line has been disconnected in the Demarc box
  • Ensure there are no more than five phones connected through the house wiring. The signal fades as more phones are connected to house wiring.
  • Test with one phone directly connected to your Dixie-Net terminal device. If this fixes the issue, there may be a problem with your house wiring.

I hear echo.
What is echo?

Echo is either when you are able to hear your own voice on the phone or the person you are speaking to is able to hear themselves. During the first few seconds of any call a small amount of echo is normal as the Dixie-Net terminal device "trains" itself as to the current amount of traffic on your broadband connection.

Troubleshooting Steps:

  • Ensure that all phone wires are solid and free from damage. Replace any wires that are torn or have loose connectors.
  • Ensure that your Dixie-Net terminal adapter device is at least four feet away from any other device.
  • If your Dixie-Net Terminal Adapter device and your phone are connected by an RJ-11 cable (regular phone cable), replace the cable.
  • Try a different phone. If the audio is better, the problem is with your phone.
  • For corded phones, replace the phone cord that connects the base of the phone to the handset.
  • For cordless phones, change the frequencies or channels on the phone.
  • Test your device at another location where there is broadband connection available*. This can help to see if it's the device or some sort of electronic device in your house is affecting the service.
  • Ensure all wireless devices and cordless phone bases are at least four feet away from each other.

If you are using home wiring:

  • Ensure the land line has been disconnected in the Demarc box
  • Ensure there are no more than five phones connected through the house wiring. The signal fades as more phones are connected to house wiring.
  • Test with one phone directly connected to your Dixie-Net terminal device. If this fixes the issue, there may be a problem with your house wiring.

*E911 will not work properly on a moved VoIP line unless you update your Registered Location!