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ARRIS TM6064G/CT ?

My wife told me that she is unable to call to Japan but her family is able to call her without issue. Is there a setting within the TM6064G/CT that I'm overlooking?

 

Much appreciated

Core i5 2500K Windows7 Ultimate 64bit SP1
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G-Skill DDR3 8GB RAM
XFX HD Radeon 7870DD 256bit 2GB (Crimson 16.1)
Sound Blaster X-Fi Xtreme Gamer
Seagate 1TB SATA-2
Hitachi 1TB SATA-3
WD Black 1TB SATA-3
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