No voice on incoming calls.

[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.