-You have a signal but your calls drop? -Your friends can't hear you or you can't hear your friends? -You can't make calls at all?
If that is you, you may have a weak data connection or a WiFi router problem :(
The how/why it happens:
Textfree with Voice works by transforming your voice into really small network packets and sending them over wireless or cellular data networks. These packets are sent using something called SIP. This works really well most of the time...Buuuuut, if there's something wrong with your network or wireless router, the SIP voice traffic can be blocked or messed up.
It's important that there be a consistently strong network connection in order to send the voice packets so they get to their destination in the right order. Think about it, when you are speaking to someone on the street, you want your words in the proper order to form a sentence. Can you imagine how confusing it would be if someone said, "Day is your how?" instead of "How is your day?"
How to test for this problem:
We suggest using the pingtest.net website on your Flash enabled browser. So, grab a laptop or Android device and run the test several times in the areas where you use Textfree with Voice. If you grade a B or above in every one of these tests, your connection likely isn't the source of your problem. If you grade lower than a B, or grade higher than a B but are still having issues, or if your scores vary widely from test to test, it may be a problem with your wireless router.
How to try to fix this problem:
If it is your wireless router that is the problem, you should do the following: 1. Search the internet for your router brand and type along with the phrase "SIP ALG". ALG stands for "application level gateway" and that router technology can interfere with our packets. If you find that your router uses it, follow any instructions you find to turn it off. 2. Make sure that your router has ports 5060 and 57842 - 57845 open. These are UDP ports; that's the protocol we use to for packetize voice. How to enable those ports varies widely from router to router, but a net search for your router's name and "ports" typically provides that information.
If you make these adjustments to your router and are still having issues, we suggest speaking with your internet provider. They should be providing you with consistent ping times of less than 50 milliseconds and jitter of less than 3 milliseconds. If your stats are higher, please contact them.
If the issue definitely isn't with your internet provider, please get in contact with us by clicking "Submit a Request" and we'll take a look!