I'm using Voice Over Internet Protocol (VoIP) and am having problems sending faxes. 

Voice Over Internet Protocol (VoIP) is a type of phone system that uses an internet connection instead of a traditional phone line.


Although your Brother machine does not support the use of VoIP, the sending problem you are experiencing may not be related to your VoIP service. You should verify your telephone line connection, paper feeding process, and machine functionality before making any adjustments related to the VoIP service.


  1. Verify if your Brother machine has a dial tone. Click here to see the details of how to verify if the Brother machine has a dial tone.


    • If there is a dial tone, go to STEP 4.
    • If there is no dial tone, verify one end of the telephone line is connected to the jack (socket) on the Brother machine (labeled "LINE" for some countries). If there is still no dial tone, go to STEP 2.


    When using VoIP, the other end of the telephone line may be connected to a modem, interface box, phone adapter, splitter, etc. This is determined by your VoIP provider.


  2. Verify the date and time are displayed on the LCD.


    • If the date and time show on the LCD, go to STEP 3.
    • If the LCD displays an error message (for example, "Paper Jam") or status message (for example, "Toner Empty" or "Toner Life End"), refer to the solution for the message that is appearing on the LCD.
    • If the LCD is blank:


      1. Verify the power cord is connected to the AC power outlet (electrical socket) and the back of the Brother machine.

        If the power cord is connected to a surge protector or power switch, remove the cord from the device and connect it directly to the outlet (socket) to determine whether the problem is related to an external device or the Brother machine.


    Brother strongly recommends that you connect your machine to a surge protector to protect it from power surges and lightning. In particular, we suggest that you use a surge protector that is compatible with both standard AC power cords and telephone line cords. Surge protectors equipped with telephone jacks (sockets) will assist in insulating your machine from any power surge that might travel through a telephone line.
      1. Press the Power switch on the side of your Brother machine to verify the machine is powered on.

        When the Brother machine is off, its LCD will be blank.
      2. If the LCD is still blank, plug the Brother machine into a different known-working electrical outlet (socket) at your location.

        If the LCD is still blank, please contact Brother Customer Service from "Contact Us."


  3. If there is still no dial tone, you should contact your VoIP provider for assistance.
    If there is a dial tone, go to STEP 4.
  4. Send a test fax:


    1. Press the Fax key to illuminate it.
    2. Before placing your document(s) in the Automatic Document Feeder (ADF), verify the LCD displays the date and time.
    3. Place a document in the ADF. The LCD should display "ADF Ready" when you place the document(s) in the ADF and then display the Fax Sending Options.

      NOTE: The LCD will display the message "ADF Ready" for a few seconds before displaying to the Sending Options.

      If the LCD changes, go to STEP e. If the LCD continues to display the date and time, go to STEP d.
    4. If the display continues to show the date and time, verify the documents are between 148.0 and 215.9 mm (5.8 and 8.5 in.) wide and 100.0 and 355.6 mm (3.9 and 14 in.) long.


      • If the document is less than 148.0 mm (5.8 in.) wide, the document sensors will not detect the document and the Brother machine will not transmit. The document must be wide enough to reach the sensors to inform the machine there is a document to send. You will need to use a wider sheet of paper.
      • If the paper meets the above-listed specifications and the LCD continues to display date and time when you place a document into the ADF, please contact Brother Customer Service from "Contact Us."
      • If the LCD changes, go to STEP e.


    5. Enter the fax number. You can manually dial or use a One Touch or Speed Dial number.
    6. Press the Start key.


    If the problem continues, go to STEP 5.

    • If you are using access numbers for calling cards, long distance security codes, or pressing 9 to access the outside line, and a pause is required between the dialing of those numbers and the fax number press the Redial/Pause key when needed. The Redial/Pause key will insert a 3.5-second (for UK: 2.8-second) pause between numbers. You can press Redial/Pause as many times as need to increase the length of the pause.
    • When sending a fax manually by pressing the Hook/Hold or Hook/Hold/Recall key or pick up the handset of an external telephone to listen for a dial tone before dialing, make sure you wait until you hear the receiving fax machine's fax tones before you press the Start key on the Brother machine.
    • If you are having a problem sending a fax to one particular number, verify the number is a working fax number. To do this, press the Hook/Hold or Hook/Hold/Recall key or pick up the handset of an external telephone, dial the number, and verify the number answers with fax tones.


  5. Your Brother machine does not support the use of VoIP, but there is a Compatibility setting available with this machine that may assist with sending and receiving faxes when using VoIP by lowering your Brother machine's modem speed.

    To adjust the Compatibility setting, follow these steps:


    1. Press Menu or Menu/Set => Fax => Miscellaneous => Compatibility => Basic.
    2. Press the Set or Menu/Set key.
    3. Press the Stop/Exit key.


    When you change the Compatibility to Basic, the Error Correction Mode (ECM) feature is not available.
  6. In addition to lowering the modem speed, keep in mind there are many environmental parameters that can also affect faxing over VoIP:


    1. Verify that no other applications or computers are downloading files.

      While VoIP operates separately from the computer and they do not normally interfere with each other, the amount of data that can be transmitted from all devices on the system at one time is limited. If a fax is being sent or received and a computer begins downloading, it will consume bandwidth and could prevent the fax from going through.
    2. Test by sending a fax.


      • If the fax is not sent successfully, try sending the fax again at an "off-peak" time.
      • Faxing over VoIP is an internet application.

        If you have ever noticed a website that typically loads quickly taking a long time to load, then you have experienced network congestion. This can happen when you try to fax over VoIP. Data packets may get delayed, and since fax machines are time-sensitive, the transmission may time out. You may be able to avoid this by resending the fax later.


    3. If you continue to have problems sending faxes, we recommend you contact your VoIP provider for assistance. They may be able to optimize the network settings for fax transmission.

If your question was not answered, have you checked other FAQs?

Have you checked the manuals?

If you need further assistance, please contact Brother customer service:

Related Models

FAX-2820, FAX-2910, FAX-2920, MFC-7220, MFC-7225N, MFC-8220

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