FRITZ!Box 7360 – Service - Knowledge Base

FRITZ!Box 7360 – Service

Parties cannot hear each other

One of the following issues sometimes or always occurs when you conduct calls. It either occurs right at the beginning of the conversation or sometime during the conversation, for example after five minutes:

  • You do not hear the other party.
  • The other party does not hear you.
  • The parties cannot hear each other.

This may give the impression that the telephone connection has been terminated. However, the connection is still active. You can see that it is because the telephony LED on the FRITZ!Box remains lit. The LED does not turn off until you end the call by hanging up.

Important:Some of the settings described here are only displayed if the advanced view is enabled in the user interface. The configuration procedure and notes on functions given in this guide refer to the latest FRITZ!OS

Simply proceed as described below. After each measure, check whether the issue persists.

1 Installing the latest FRITZ!OS

2 Enabling alternative microphone

The following steps are only necessary if the issue occurs when using FRITZ!App Fon with an Android device:

  1. Start FRITZ!App Fon.
  2. Tap "More" and then "Settings".
  3. Tap the menu key on the telephone and then tap "Advanced".
  4. Enable the option "Alternative microphone".

3 Activating the microphone

The following steps are only necessary if the issue occurs when using FRITZ!App Fon with an iOS device:

  1. Open the iOS settings.
  2. Tap "Privacy" and then "Microphone".
  3. Activate the microphone for FRITZ!App Fon.

4 Entering a STUN server

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephone Numbers" in the "Telephony" menu.
  3. Click the button (Edit) for the relevant Internet telephone number.
  4. Check whether the field "STUN server" is shown under the fields for entering your account information.
    • If the field is shown and empty:
      • Enter the address of your Internet telephony provider's STUN server in this field and click "OK".
    • If the field is not shown:
      1. Select "Other provider" from the drop-down list, even if you are using a pre-configured Internet telephony provider.
      2. Check whether the "STUN server" field is now shown.
        • If the field is shown:
          • Enter the address of your Internet telephony provider's STUN server in this field and click "OK".
        • If the field is not shown, then the STUN server is preconfigured:
          • Click "Cancel".

5 Setting up port forwarding for Internet telephony

The following steps are only necessary if the FRITZ!Box does not establish its own connection to the Internet, but instead shares the Internet connection of another router in the network:

Setting up automatic port forwarding

If you enable port forwarding in the FRITZ!Box, then the FRITZ!Box sends IP packets on a regular basis and the router's port forwarding automatically remains enabled:

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephone Numbers" in the "Telephony" menu.
  3. Click on the "Line Settings" tab.
  4. Enable the option "Keep port forwarding of the Internet router enabled for telephony".
  5. Select a suitable time interval. Select "30 seconds" if you do not know how long the router the FRITZ!Box is connected to maintains temporary port forwarding rules.
  6. Click "Apply" to save your settings.

Setting up static port forwarding

If the router does not support automatic port forwarding via the FRITZ!Box, set up static port forwarding for Internet telephony in the router:

Note:You can find information on configuring the router in its manual, or consult its manufacturer directly.

  • From any UDP ports >= 1024 (for example 6078-6097) to ports 7078-7109 on the FRITZ!Box
  • From UDP port 5060 to port 5060 on the FRITZ!Box

The FRITZ!Box is now completely configured for making and receiving calls over the Internet. We are not aware of any further measures for this issue. If the issue persists, your Internet telephony provider may be experiencing technical difficulties or the router that establishes the Internet connection may not be forwarding voice packets to the FRITZ!Box. In these cases, the FRITZ!Box cannot resolve this issue.