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Fax can't connect with other fax machines

We have 2 dedicated lines that we use just for each of 2 fax machines. One fax machine works just fine on it's phone line, the other one started not to work a while back. We just bought a new fax machine thinking that was the problem but we're still having trouble. We have a dial tone and can call in and out. We can receive fax's (although it's very slow) but can not send. When we try to send,  it dials out, the other machine answers the call but can not recognize the machine on the other end. I called the fax machine company and they said that they can not guarantee that a fax machine will work on a VOIP phone line due to the traffic problems associated with them and that I should call the phone service provider. Is there any help you can give me? By the way, the fax used to work just fine but something must have chaged because it stopped a while back.

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Re: Fax can't connect with other fax machines

Hello again PeterM,

 

If  you can make and recieve calls on your FAX line and you can hear no static, then your problem root cause is not the Comcast TN line. I recommend you try the following:

 

1. contact Comcast @ 800-391-3000, use technical option and have the technical agent check all of your problematic FAX TN to make sure that all FAX/CC machine prohibitive features are disabled like Call Waiting, Call Forward Busy, CF No Answer A, Voice Mail,etc.

 

2. make sure that you FAX machine settings are T.38 fax call protocol for general FAX machine to another FAX machine over a standard telephone line.  Your FAX protocol should only be set to T.30 if your machine is a FAX gateway device.

 

Hope this helps you out.

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Re: Fax can't connect with other fax machines

Hello PeterM and welcome,

 

I recommend that you try to reinitialize the FAX that is giving you issues by:

a.) unplug the tlephone cord from the wall jack, then unplug the power cord for 30 seconds

b.) plug the telephone cord back in, then plug the power cord back in, and wait for ready, or auto-answer designator.

 

This initialization process can be used whenever you have clear phone call signaling on the FAX TN. You should also check to make sure the telephone cord, jack, etc. is not the real issue.

 

Hope this helps you out

 

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Re: Fax can't connect with other fax machines

Thanks for the reply. I have already tried unpluging the power cord and phone cord and it didn't help. I checked the phone connection as well and theres no problem with the line.

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Highlighted
Trusted Forum Contributor

Re: Fax can't connect with other fax machines

Hello again PeterM,

 

If  you can make and recieve calls on your FAX line and you can hear no static, then your problem root cause is not the Comcast TN line. I recommend you try the following:

 

1. contact Comcast @ 800-391-3000, use technical option and have the technical agent check all of your problematic FAX TN to make sure that all FAX/CC machine prohibitive features are disabled like Call Waiting, Call Forward Busy, CF No Answer A, Voice Mail,etc.

 

2. make sure that you FAX machine settings are T.38 fax call protocol for general FAX machine to another FAX machine over a standard telephone line.  Your FAX protocol should only be set to T.30 if your machine is a FAX gateway device.

 

Hope this helps you out.

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