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Troubleshooting FAQs for Jet Soft Phone (Login and Calls)

  • Updated

This is a list of our frequently asked questions with regard to using and troubleshooting your Jet Soft phone login and calls.

Some topics will have additional information linked as required.

 

 

My phone call quality is bad but improves after 20 seconds

Our system has a program called a Jitter Buffer built in, which tried to identify and improve any bad audio quality when it's recognised via your network connection. This process takes 10-20 seconds to complete. 
 
If you are having this issue, it could mean that your network does not have enough bandwidth, or your bandwidth allocation is not optimised for using voice over the internet.
For example - most network connections are optimised to prioritise general browsing of the internet and supporting Zoom/streaming needs beyond any VoIP services (phone calls). This means that every device on wifi that's watching a youtube video, sending an email, generating online media, etc puts more pressure on the bandwidth and can put your phones to a lower bandwidth priority.
 
The quickest way to diagnose this is to use a different internet connection and see if you still have issues. You can also use the Call Statistics report and the information here to diagnose any specific network issues. 
We also recommend looking at the bandwidth levels of your network connection - and particularly any bandwidth allocation settings available on your router (can also be called Quality of Service). 
 
Detailed steps on this are here-- you may need assistance from an IT contact if your modem is locked down or has a custom configuration.

 

 

My Phone User shows as Unregistered/Account Disabled/Account Unregistered

A user that is Unregistered can mean they are logged out or have no internet connection. Please try a different network connection, such as using only 4G or connecting to an alternative wifi network.

 

If you are logged into your apps and this is still showing as unregistered, please follow steps 1 to 4 here: Troubleshooting your Jet Soft Phone apps.

 

If you have followed the full troubleshooting steps above and are still experiencing issues, please contact Jet Support and ensure you include as much of the following information as possible. 

 

 

My Jet Soft Phone app stays in a "Registering" state 

 

The most common reason for your Jet Soft Phone application to not be connecting/registering is due to either incorrect device configuration (eg: wifi calling is enabled) or Network connectivity issues. 

 

Try switching to an alternate network such as mobile data or 4G connection. 

If this is not successful, please complete our steps here to assist with Troubleshooting your Jet Soft Phone apps.

 

My call is not connecting

 

Firstly, check your phone number is correct, and that you have included any local area codes as required (eg: add the 02 to NSW local services, 07 to QLD services, etc).

 

If your number is correct, please try calling again and adding 61 at the start of your phone number. You need to drop the 0 to do this, so 0291464606 will become 61291464606 and mobile numbers will begin 614*.

 

If this call is just hanging and not dialling, please check the internet connection you are using, for example, changing your device to run over 4G instead of wifi and do a test call again once this is changed.

If you are seeing an error code, please view our list of error codes here and follow the instructions to resolve.

 

If you are using a VPN, please disable your VPN. 

This is especially for mobile devices and is a confirmed issue with NordVPN on iOS devices as of July 2023.

 

 

I cannot call an international number

Please ensure you have permission on your account to call this country. If you need to add this feature to your account, click here: How to set up international calling

Please also check that you are using the correct format to make an international call.

 

 

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