I can access the Internet but some web pages/sites do not come up properly

Step 1
If you are using Microsoft Internet Explorer as your Web Browser, please try the following:

• Click the Refresh button, as some websites may down or experiencing heavy volumes.

• If you manually typed the page address in the Address bar, make sure that it is spelled correctly.

• To check your connection settings, click the Tools menu, and then click Internet Options. On the Connections tab, click Settings. The settings should match those provided by your local area network (LAN) administrator or Internet service provider (ISP).

• See if your Internet connection settings are being detected. You can set Microsoft Windows to examine your network and automatically discover network connection settings (if your network administrator has enabled this setting).

  1. Click the Tools menu, and then click Internet Options.

  2. On the Connections tab, click LAN Settings.

  3. Select Automatically detect settings, and then click OK

  (Courtesy of Microsoft)

Step 2
If you are experiencing Domain Name Server (DNS) issues, please check with your Cable/DSL modem and Router (if applicable) manufacturer to see if any firmware upgrades have been made available since you purchased your ATA. Recent network upgrades by your ISP may necessitate firmware upgrades for these devices.

CallerID Issues: CallerID on Calls You Receive (Inbound Calls)

On calls you receive, CallerID is sent out by the local service provider of the person calling you along with the call. The call is handed off to one or more telecom companies who route it so that it reaches its destination – you. With Simply Voice, GlobalTouch is the terminating carrier; therefore we are responsible for delivering both the call and CallerID to your device, but that of course assumes we get it from the previous carrier in the chain. In the vast majority of cases, inbound CallerID is delivered successfully. However, if you are not receiving CallerID, here’s what to do:

1. Make sure the calling party is not blocking their CallerID.

2. You must be using a phone capable of displaying CallerID. Please refer to your phone’s manual to make sure this feature is supported.

3. If you are still unable to receive CallerID, more than likely it is due to it being lost in the process of routing your call. Please email us the details at techsupport@simpl voice.net. Since we depend on other carriers to deliver CallerID to us, we have to work with them to see where it is being lost. Depending upon the calling party’s geographic location, the call may be routed through different carriers, which means that you may still be able to receive CallerID from other areas. Also, many remote areas do not support CallerID from mobile phones.  

CallerID Issues: CallerID on Calls You Make (Outbound Calls)

CallerID on outbound calls works the same way as it does on inbound calls, only in reverse. The difference is that, in this case, GlobalTouch originates your call and then hands it off to our termination provider who then hands it off to the called party’s local service provider, who is ultimately responsible for delivering both the call and your CallerID to the person you’re calling.

If no one is seeing your CallerID when you call, please check that:

1. The called party has purchased the CallerID feature from their local phone company and has a CallerID capable phone.

2. Check to see if you have the “send CallerID” feature enabled. To enable it simply dial *66 on your handset or *82 <number> if you wish to enable it for just one call.

3. If you are still unable to deliver CallerID, more than likely it is due to it being lost in the process of routing your call. Please email us the details at techsupport@simpl voice.net. We’ll work with our carrier partners to see where it is being lost. Depending upon the called party’s geographic location, the call may be routed through different carriers, which means that you may still be able to deliver callerID to other areas.

4. If CallerID used to work for you, but now does not, try rebooting your ATA or SIP phone. Also, make sure you have the latest firmware installed in your ATA.

What is the cause of echo and is there anyway to eliminate this problem?

On VoIP calls, such as the Simply Voice service, an echo occurs when there is unusual congestion in the network. This may be a temporary issue with your ISP, or on your local network (like when another user is downloading a video while you are on a call). Check with your ISP if echoes occur frequently  

What is the cause of static on the line?

Static or buzzing noises on your line can only occur on the analog side of your connection. This consists of your telephone handset and phone patch cable (RJ-11 cable). To eliminate static, one of the solutions is to try a different telephone cable and/or telephone handset.

If you have a cordless telephone, it can generate static due to a weak signal between the base of the telephone and your handset. Old or low batteries in your handset can also cause static, or maybe the cordless handset is too far from the base station. If you use a wireless router, try moving it away from the Simply Voice ATA as each wireless device may interfere with each other.

What is the cause of dropped calls?

Dropped calls are usually associated with Internet connectivity issues. Network congestion and/or packet loss can affect your call.
Please see: What is the cause of echo and is there anyway to eliminate this problem?

I experience choppy audio when making phone calls.

Choppy audio is usually associated with Internet connectivity issues. Network congestion and/or packet loss can affect your call.
Please see: What is the cause of echo and is there anyway to eliminate this problem?