Improving your Network or Router Setup

The most common reason for your Jet Phones or Hardware to not be connecting is due to Network connectivity issues.

While this could mean you have no internet connection, it can also refer to any network or router settings that do not allow Voice calls to operate over your internet connection. 
There are some features custom-built into your Jet Phone app to help diagnose and detect these issues, and there are certain router settings and permissions that you can modify yourself, or speak to your technical contact or Internet Service Provider to modify on your behalf.

If you need to speak to your Internet Service Provider regarding your network setup and security, please view our Technical Port and IP Information at the bottom of this page.

You can also use your Jet Phone Diagnostic report to understand more about why you are having issues.

View our article on this here: Understanding your Jet Phone Diagnostic report

Speed Guide

Different activities online require various levels of minimum download speed to be able to perform each task adequately. 
There is a table below of the minimum recommended broadband speeds for each type of regular activity you undertake on your network. You should estimate how many of these different usage types you may be using via your network connection at one time, and ensure your speed allowances are adequate for your usage. 
 

You can also talk to your ISP about your usage, and increasing your bandwidth allowance at your peak times of the day. If you are unable to increase your speeds and find that your connection is not fast enough to support all your needs, view the Quality of Service (QoS) information further down this page.
 

Common Network Issues

If you are working from an office environment, you will usually have an IT contact that manages your network for you, however many home setups or people using the Jet Phone while in transit will be relying on more basic commercial setups.
If you're working from home, many Internet Service Providers (ISPs) will send you out a pre-configured modem (router) when you sign up for your service, and unless you are particularly tech-savvy, most people simply plug it in and begin using their pre-configured internet without issue.

However, home networks are not usually set up to efficiently handle voice calls being made over the internet, and your ISP may have enabled some settings on your router that will restrict or even completely block your voice calls from coming through. 

If you have an IT contact (eg: Geeks2U or similar), we would advise you to talk to them about your router setup, but you can also chat with your Internet Service Provider (ISP) for more assistance.
Most of these more advanced configurations require you to log into your modem, so before making any changes please ensure sure you are either confident in modifying and troubleshooting your network, or are able to access the appropriate support resources to make these changes for you.


Below are the most common things to look for, and these are the issues to raise with your technical contact or ISP.
 

Quality of Service (QoS)

Depending on your router, some networks allow you to specify certain services or types of service to prioritise traffic to. Some can even reserve a portion of your available bandwidth for use only with these service types.
You can usually find basic manuals and guides for your model of router online, but you should speak to your ISP if you are unsure of your setup.

When prioritising traffic, your Jet Phones are referred to as VoIP services (Voice over IP) or SIP (Session Initiated Protocol) traffic. We recommend always setting them as a Priority 1 second only to security services, or reserving the appropriate level of bandwidth for the number of callers on your network.
 

SIP ALG

SIP ALG (Application Layer Gateway) is a setting on your modem or firewall that is designed to scan your voice data as it passes through your connection and modify it if necessary to provide the best possible result.
Unfortunately, it can sometimes cause more issues than it solves, as it can modify the SIP packets in unexpected ways, causing them to become corrupted and unreadable. It's not always noticeable straight away, especially since these issues often happen silently without users knowing.

Here are a few symptoms of SIP ALG issues that could be affecting your Jet Phone:

• One-way audio (only one person can hear the other)
• Phones do not ring when called
• Calls drop after being connected
• Calls going straight to voicemail for no known reason

When SIP ALG is interacting with your traffic in a negative way, this means that some data packets are being lost between the phone and the service provider. This traffic is essential to maintaining the phone's availability and maintaining the proper audio.

The SIP ALG setting can be turned off on your router or in your firewall settings. Please speak to your IT contact or ISP to complete this, as it involves logging into your modem/router settings and making advanced changes.
 

UDP or TCP Connection Protocols

As we talk about above in our information on Packets, audio files are broken down into data packets for transmission over the IP Network. Typically, a single packet contains anywhere from 10 to 30 milliseconds of audio.
TCP and UDP are two of the most commonly used connection protocols used for data transmission across the Internet. These connections help structure the way web traffic travels through the Internet. The packets are sent from a source to your phone or computer, and if any of these packets are dropped, it will affect the quality of your call.

Some home routers will have UDP or TCP traffic blocked or restricted. Please speak to your IT contact or ISP to remove this restriction, as it will involve logging into your modem/router settings and making advanced changes.
 

Technical Port and IP Information

If you are making technical modifications to your services, these are the important points to note and address:

• TCP/IP SIP traffic uses port 5060 or 5061. Please ensure these ports are open and free of restrictions.
• The audio of a call is via RTP traffic and can be transmitted across a range of port numbers between 10,000 and 20,000. Please ensure these ports are open and free of restrictions.
• Jet Interactive does not assign static IP addresses to our public-facing system. Instead we use the PBX domain of pbx.jetinteractive.com.au. Please ensure this domain is allowed with full access permissions on your firewall security.