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Fax reception problems

19 years ago

I am unable to receive faxes since switching from dial-up to Verizon's fiber-optic service (FiOS). Although I am able to send with no problems, neither WinFax Pro (which Symantec no longer supports), nor BVRP's PhoneTools receive the fax. Both recognize the sender's phone number correctly; and WinFax recognizes the call as a fax - PhoneTools thinks it's a voice call. Anyone know of WinFax/broadband issues? Any other suggestions?

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Comments (5)

mikie_gw
19 years ago
I;m no help but maybe Verizon FiOS will do an online check for problems on your connection.

Curious : Do you have a phone line plugged into your computer, in addition to the ethernet to the modem/router ?
john_ny
Original Author
19 years ago
Thanks. I did talk to Verizon once, but they suggested that I should talk to Symantec (WinFax) first. I guess I'll have to get back to them.
Yes, I do have a phone line plugged in, besides the ethernet. I was told by Verizon, at the installation, that the fax would work, if the phone line was plugged in.
I sent a couple of faxes and they went through, without a hitch, so I thought everything was OK, until I realized I wasn't receiving anything.
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mikie_gw
19 years ago
Maybe install Microsoft Fax and it should at least let you manually receive if it doesnt automatically answer.

fwiw,, a search at dslreports..
I read a few people saying their fax machines will not do receiving on fios until they've changed to different brand fax machine ... which makes me wonder if it could be your modem driver doesnt offer whatever the mode a fios ring requires. Perhaps your modem maker has an updated driver you could try ?
john_ny
Original Author
19 years ago
We spoke to Verizon tech support again, (I have ny nephew talk to them, as he's more tech savy than me) and they said something about voltage differences in the two types (fax vs. voice) of calls, and that I, probably, should get a new modem. The trouble is, I don't know enough about modems, and I don't want to get another one that will have the same problem. I found another forum, where I saw several people were having fax/FiOS problems, but those were, mostly, stand alone fax machines. Mine are just programs on the computer.
john_ny
Original Author
18 years ago
Problem solved. In case anyone is interested, the problem was not with FiOS. Previously, I had two copper phone lines- one for voice, and one for computer connection/fax. (MY fax is a program on the computer, not a separate machine) When I got the fibre optics, I dropped one line, as I can talk on the phone, and use the computer, at the same time. The problem was with the shared line. (I would have had the same problem if I had a shared copper line) I was told I had to get a Voice/Fax/Modem call processor, or "fax switch". I got one called, "The Stick". I installed it a little bit improperly at first, but their tech support got me straightened out quickly, and now everything works fine.

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