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Ok, looking for any and all thoughts on what might be causing a weird problem we are having. Let me explain.
We are using a Brother Intellifax 4100E fax machine, and our service is through Qwest.
We are a real estate company, and the faxes we send are always to fax numbers we have specifically been given, and we are sending expected paperwork (ie no solicitations or cold calling or dialer programs)
Recently we have started noticing that SOME fax numbers will not successfully send the faxes. We send all day to numbers with no problems. But then occasionally, the machine will find a number it doesn't like, and the faxes will never go through. Of course, normally I would assume that is a problem at their end. But first of all, it is usually banks (BofA, First Horizon, Ocwen, Greentree, etc) that we have the problem with, and sometimes we will go through 4 or 5 fax numbers and none will go through. And second, and this is important, when we send to those same fax numbers from another location (like from home), they go right through.
So our fax machine seems to be ok, because we successfully send and receive the rest of the time.
And their fax machine seems to be ok, because they successfully send and receive all day.
But the two cannot talk to each other. Consistantly, we cannot successfully send faxes to the same companies, over and over. Sometimes we will go weeks with no problems, then we will try to send to the same company, and cannot make it go through. We end up having to send from the owner's house to make it go through.
As an example, yesterday, we were trying to send a fax to a bank. Just 2 pages. It would connect every time, but it could never get past page 1. Eventually, it would time out. We called them and got another fax number. Same problem. We called again and got a supervisor's direct fax number. Same problem. The owner took the fax home and sent it through in about 30 seconds.
Other times, it will successfully send the fax, but have such a poor connection, that it will say something like "10 pages sent, check readability of pages 1, 2, 3, 5, 6, 7, and 9"
I have spoken to Qwest and they don't see any problems with our line, or any sort of blocks on our service. They have no reason we should have this problem.
Ok, looking for any and all thoughts on what might be causing a weird problem we are having. Let me explain.
We are using a Brother Intellifax 4100E fax machine, and our service is through Qwest.
We are a real estate company, and the faxes we send are always to fax numbers we have specifically been given, and we are sending expected paperwork (ie no solicitations or cold calling or dialer programs)
Recently we have started noticing that SOME fax numbers will not successfully send the faxes. We send all day to numbers with no problems. But then occasionally, the machine will find a number it doesn't like, and the faxes will never go through. Of course, normally I would assume that is a problem at their end. But first of all, it is usually banks (BofA, First Horizon, Ocwen, Greentree, etc) that we have the problem with, and sometimes we will go through 4 or 5 fax numbers and none will go through. And second, and this is important, when we send to those same fax numbers from another location (like from home), they go right through.
So our fax machine seems to be ok, because we successfully send and receive the rest of the time.
And their fax machine seems to be ok, because they successfully send and receive all day.
But the two cannot talk to each other. Consistantly, we cannot successfully send faxes to the same companies, over and over. Sometimes we will go weeks with no problems, then we will try to send to the same company, and cannot make it go through. We end up having to send from the owner's house to make it go through.
As an example, yesterday, we were trying to send a fax to a bank. Just 2 pages. It would connect every time, but it could never get past page 1. Eventually, it would time out. We called them and got another fax number. Same problem. We called again and got a supervisor's direct fax number. Same problem. The owner took the fax home and sent it through in about 30 seconds.
Other times, it will successfully send the fax, but have such a poor connection, that it will say something like "10 pages sent, check readability of pages 1, 2, 3, 5, 6, 7, and 9"
I have spoken to Qwest and they don't see any problems with our line, or any sort of blocks on our service. They have no reason we should have this problem.
Thoughts?
Without having a tech on site to troubleshoot it is almost impossible to say for sure, but let me ask you this question, are you using analog lines from quest or a PRI?
Had never heard of a PRI before, but looking that up, it is not that. It is just a dedicated analog fax line plugged right into a phone jack. Qwest has also tested that jack and said the line is fine all the way up to that point.
We are going to be getting a new copy machine next week that, along with everything our current machine has, also has the ability to fax. So if it is our machine that is the problem, that will tell us. My concern is if that isn't the problem.
Had never heard of a PRI before, but looking that up, it is not that. It is just a dedicated analog fax line plugged right into a phone jack. Qwest has also tested that jack and said the line is fine all the way up to that point.
We are going to be getting a new copy machine next week that, along with everything our current machine has, also has the ability to fax. So if it is our machine that is the problem, that will tell us. My concern is if that isn't the problem.
If the problem isnt the machine, then I would recommend getting a telecom tech out there and look at the lines. I know Quest has said the line was fine, but, honestly, most providers do not employ techs that know how to properly troubleshoot, or resolve problems.
If you find it is not the machine that is the problem, then I could recommend a company that would be out your way that could come and take a look.
Ok, next week when they get our new machine set up, if I am still having the problem, I will come in and update. Thanks for the tips, all. I didn't realize there were independent telecom companies who would troubleshoot these sorts of things. We've always before been able to fix problems ourselves, or through our service provider.
Ok, next week when they get our new machine set up, if I am still having the problem, I will come in and update. Thanks for the tips, all. I didn't realize there were independent telecom companies who would troubleshoot these sorts of things. We've always before been able to fix problems ourselves, or through our service provider.
Most business only use their service provider for bringing the lines into the building. From there, it is typically handled by a provider that handles cabling, telephone systems etc...
Based on your description, it's almost certainly an incompatibility between the fax hardware. We send and receive thousands of pages a month and see this kind of thing pop up a lot. Fax servers tend to be particularly sensitive to this (ours included).
When you see a fax failing, manually dial the number to confirm that there's a fax tone on the other side, then send it through a different machine, or get an account with an Internet fax service as a backup. Metrofax has the best rates by far if you're going to be using it for any volume.
Have you looked out the window when it doesn't work? Is it raining? Are the lawn sprinklers running?
I had a client that had one heck of a time and they finally found a nick in the line outside and it would short when it rained.
If you have Qwest do you have filters on the lines for computer access and is there one that is in use during the problem time that isn't otherwise? Does it have a filter? This could be way off, but you never know...
Have you looked out the window when it doesn't work? Is it raining? Are the lawn sprinklers running?
I had a client that had one heck of a time and they finally found a nick in the line outside and it would short when it rained.
If you have Qwest do you have filters on the lines for computer access and is there one that is in use during the problem time that isn't otherwise? Does it have a filter? This could be way off, but you never know...
Thought about that, but no, it happens in all weathers. And it will repeatedly have problems with the same numbers, but will send to other numbers with absolutely no problem in between.
I've had that problem before on my home internet line though, so I absolutely agree with the thought.
No line filters. The fax machine is on a dedicated line not shared with anything else.
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