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Anyone Receiving Fax Sound while on Voice Calls?
2/8/2021
Folks,
I live in zip code 30253 and since November 2020, our VOIP phone is intermittently interrupted for 5-7 seconds with a Fax sound. The person on the other end of our voice call hears high pitch Fax sound, but we hear nothing on our phone. After 5-7 seconds the call reconnects; However, since 2/7/2021 sometimes it disconnects.
This problem occurs whether we initiate the call or if we receive a call. It occurs while on calls with Spectrum 611 Support too. So far, as of 2/8/2021, Spectrum Support cannot resolve this issue. More than three (3) technicians have been to our home over the past two (2) weeks but nobody has identified the issue. All wiring has been checked. The pole has been checked. The only change I am aware of at Spectrum is the implementation/roll-out of the replacement of NOMOROBO to block robo calls.
Best Answer
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Hi Sach,
Thank you for the response and suggestions. However, we already tested your recommendations, but nothing resolved the problem. Here's some info and the fix: After 4 different technicians, we finally found and corrected the issue. First, he removed a booster and reconfigured some wiring. Next (this is what fixed the problem), I had a splitter that connected 2 RJ45 connections/wires as input and 1 output, (one for printer/fax/scanner, and one for the VOIP phone). The splitter has been plugged into the wall since 1990’s and had worked flawlessly. However, since August 2020, we began getting the fax sound during calls and it became progressively worst.
The fix was to move the splitter (2 wires input and 1 output) from the wall outlet and plug it into the modem. That corrected the problem as of 2/10/2021. I would like to give it about one week to be fully convinced 😊
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We have removed power cord and the RJ45 jack from printer with fax capability. That does NOT stop the fax sound while on a voice call. The printer/fax machine is set to operate manually for both incoming and outgoing faxes. The fax sound happens on any call whether originated by our phone or when someone calls us. All wiring has been checked and replaced in our home and at the pole outside. The fax sound is intermittent. It can occur immediately when someone calls us, or after a few minutes and sometimes 30 minutes. We have also been on a call for over 30 minutes with no problem, but that's a rare occurrence. The modem was replaced and has been verified OK. I'm wondering if the CODEC fo our phone is set properly? It should be either G722 or 711.
We've had multiple technicians examine this problem, but nobody has been able to resolve it. It’s been escalated to high level but still not fixed. It occurs when we’re on a call with Spectrum Support and while technicians are at our home. So far, nothing has fixed this problem ☹
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Update on 2/11/2021 @ 12:50 PM... The last visit from Spectrum technician who reconfigured some wiring, eliminated, booster, and moved splitter from wall outlet to connect directly to the modem DID NOT FIX the problem. I've called Spectrum 611 and talked to a support rep to schedule another appointment, and the fax sound occurred after about 10 minutes during our conversation. Stay tuned :(
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So that I am clear, I see a message from this morning and now this afternoon. The problem is or is not fixed? I dont want to let this flounder if its not fixed.
Julia_R
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UPDATE: 2/11/2021 @ 5:30 PM
Please know the Fax sound is NOT FIXED. We have another visit from Spectrum tech support scheduled for Friday, 2/12/2021 @ 10:00 AM. I have had print/fax/scan type printers at this location since 1990's. We started to get this annoying fax sound during calls in August 2020, but it became progressively worst.
A new/different phone number is unacceptable. We use this number for many accounts. The mention of hacking the phone number is interesting. Is there a way to check if our phone number has been mistakenly assigned to a fax machine at another location?
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Thanks for the suggestion about getting a new phone. For the record, we have 7 of them :( A Spectrum supervisor & tech are scheduled to arrive this morning @ 11:00 am. Stay tuned...
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Update 2/12/2021 @ 2:46 PM
The Spectrum supervisor and technician came today at 10:00 AM and spent another hour checking wires/connections. They connected the VOUIP phone directly to the modem and it didn't fail; however, sometimes it takes 27-30 minutes to get the fax sound/disconnect/reconnect for aprox 6 seconds. They did NOT leave the phone connected directly into the modem more than 15 minutes. Around 1:30 PM today I called our VOIP home phone from my mobile. It didn't fail with the fax sound until 17 min 20 sec into the call.
Spectrum suspects our alarm system (also connected our wire line) could be causing the issue; however, I already suspected that, and had our alarm company come check things out on Tuesday 2/9/2021. Everything from the alarm system checked out OK. I have rescheduled the alarm people to come again on 2/16/2021 to double-check the alarm system. Stay tuned...
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UPDATE: 2/13/2021 @ 7:54 AM
Thanks for the continued help. FYI... This is a home residence located in 30253 zip code. After the Supervisor and Technition departed yesterday morning on 2/12/2021, I received a call from Spectrum person located in Stockbridge. He said they have been monotering our phone line and saw some unusual things happening.
In the early morning of 2/12/21 around 5:30 AM, my spouse noticed one of our phones red light (off-hook) turning on for about 6 sec, and then turns off. This happened aprox every minute for about 30 minutes. I also noticed one of the wire phones was going off-hook, and displaying "Extension In Use" after sunset last night.
If it is the alarm system causing the issue, It's my understanding that when the monotering ststion checks the phone line to verify it's OK and detects an error, it will stay in a loop until it makes a error-free connection.
Stay tuned :)
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UPDATE on 2/13/2021 @ 1:02 PM
Hi Satch,
I assure U it's a Fax-Like sound. FYI... my background and experience is IT - Started as programmer in 1972. Experience in several computer languages, and promoted up the ranks to management in multi-national company. I recognize the sound of a fax-like sound, and used to get on the internet via 9600 baud modem before cable & DSL was available (:
The Fax-Like sound only last 6-7 seconds and normally reconnects the conversation. It has only disconnected the conversation one (1) time and gave a dial tone. All the 5 technicians who have visited here along with the 611 Spectrum Support Reps have experienced the sound too.
Spectrum seems to belive it's NOT their problem and wants me to double-check the alarm system set-up. Hope that helps… Stay tuned…
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UPDATE: 2/14/2021 @ 7:26 AM
First, Happy Valentines Day! Next, Alarm company is scheduled to arrive on 2/16/2021. I will begin testing by connecting phone directly to modem. However, the testing will be performed during times when the phone is normally NOT in use, because when I connect the main VOIP phone directly into modem, none of the other six (6) phones work :( Stay tuned....
UPDATE: 2/14/2021 @ 8:51 AM
OK folks, my first test I did NOT connect the main VOIP phone directly into the modem. However, I removed the splitter (2 lines in - 1 lone out) and dialed the VOIP phone number from my mobile, let it ring twice and answered the call. After 41 minutes, I got the fax sound. This reoccurred about every minute for 5 times. On the 6th recourance the fax sound took aprox 2 min 40 sec per my mobile phone timer. On the 7th reoccurance it was 6 minutes from the previous reoccurance per the timer. The 8th reoccurance was 2 minutes from the previous fax sound. After 1 hr and 4 min I ended the call. Stay tuned for next test :)
UPDATE: 2/14/2021 @ 9:27 AM
For this test, I connected the main VOIP wired phone directly to the modem at aprox 9:10 AM. None of the other 6 phones will have a dial tone. They are unusable during the direct connect to the modem. I will post the results of this test in another message due to the 4 hour editing limit :)
Stay tuned...
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I would definitely eliminate all but the phone direct to the modem for a test. That is going to give us a lot of information. If with nothing else in line it does not happen that tells us it is something there, the alarm system sounds most likely. The phones showing off hook is very odd. I would do a test with a regular hardwired phone direct to the modem.
Julia_R
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UPDATE: 2/14/2021 @ 3:35 PM
Results of testing:
· At aprox 9:05 AM I disconnected the main VOIP phone from the wall outlet and connected it directly to the modem. This is the 1st or main phone that is normally connected into a RJ11/RJ45 wall outlet. I also disconnected our security alarm system via kill-switch we had installed years ago. I called the VOIP wire line from my mobile at 9:10 AM while it was directly connected to the modem. After 1 hr 5 min without any fax sound or disruption, and while all other phones (3 phones) were disconnected from the wall outlets for this test, I ended the call at 10:15 AM. Next, I reconnected the main VOIP wired phone back into the RJ11/RJ45 wall outlet with the splitter (2 in-1 out) reconnected back into the modem.
· At 10:25 AM I switched the alarm system back on, and it performed a power-on/update procedure (hummm). At 10:32 AM I called the VOIP line from my mobile phone. After 1 hr 7+ min, there was NO fax sound or disruption so I ended the call at 11:40 AM. This ended the test for the security alarm system.
· At 11:43 AM I reconnected the wire phone in our kitchen and called the VOIP line from my mobile at 11:45 AM. This is the 2nd of 4 phones that connect into a RJ11/RJ45 wall outlet. After 1 hr 5 min at 12:50 PM there was no fax sound or disruption, and I ended the call.
· At 12:52 PM I reconnected the wire phone in our master bedroom onto the wall outlet and called the VOIP line from my mobile at 12:55 PM. This is the 3rd of 4 phones that connect into a RJ11/RJ45 wall outlet. After 1 hr 7 min, there was NO fax sound or disruption so I ended the call at 2:02 PM.
· At 2:09 PM I reconnected the wire phone in our guest bedroom onto the wall outlet and called the VOIP line from my mobile at 2:10 PM. This is the 4th of 4 phones that connect into a RJ11/RJ45 wall outlet. It’s also the base station cordless phone, and there are 3 additional cordless phones that work from the base station. At this time all phones are reconnected and have a dial tone. After 34 min I got the fax sound and it reoccurred about every minute for 3 occurrences, and didn’t reoccur for 43 minutes after the 3rd fax-sound occurrence. I ended the call at about 3:30 PM after 1:20 minutes. This concludes my testing.
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UPDATE: 2/14/2021 @ 6:01 PM
Please
know the security alarm technician is scheduled for appointment on 2/16/2021. The last alarm system technician changed our alarm check-phone-line pattern from once per day to once per month. What I will ask them to verify is: What is the date/time stamp of the process that checks status of our line for the past several months, and what were the results. Stay tuned...
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UPDATE: 2/15/2021 @ 8:20 AM
Well, my spouse resolved this problem last night. Read on to get how she resolved it :) First, she was sick & tired of trying to have a conversation with friends & family while our VOIP phone interrupted with fax-like sound, disconnected the conversation for 5-7 seconds, and reconnected the call. Her decision analysis was: "Our VOIP phone and all the phones in our home worked for years since we switched from POTS to the harter/Spectrum bundle. We started having problems last August 2020, and it got progressively worse. Spectrum has been to our home to attempt to resolve the fax-like sound over 4 times in the past few weeks. Our security alarm technician was here last week and all checked out OK. My tests I performed for approximately 6 hours on 2/14/21 passed the test for the security alarm plus other devices. It only failed after connecting the cordless base with its 4 phones. Her fix was... She called Spectrum and cancelled the VOIP wire phone. Problem resolved & case closed ☹
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While I see the OP's problem is now "resolved" by dropping Spectrum VOIP (and presumably going back to the local POTS copper-wire provider if such still exists), I am a late-comer to this thread and just went through this with a business that switched to Spectrum Voice.
The simple answer is that a lot of alarm systems, due to the way they seize the phone line, are not VOIP compatible. The alarm system sounds like a fax or dialup modem on the line.
The solution is to update the alarm system to an IP-with-cellular backup or strictly cellular-based system. You can't use an IP phone solution like Spectrum (or even what other legacy carriers such as AT&T are moving to) with this kind of alarm system, whether security, fire or both. Period.
In my case, using Spectrum Business Voice for the phones (and even elevator system) and an ethernet solution with cellular backup for security/fire alarm is working great.
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