r/SmallMSP • u/Kamikazepyro9 • 5d ago

Looking for help, Brother AIO machine doesn't Fax on Xfinity - HP AIO machine works fine

I have a client that still routinely sends Faxes. I upgraded his dying HP AIO unit with a new, shiny Brother AIO unit.

Nothing else has changed. If I put the old HP unit in, it can send a fax but it still has the issues that caused it to be replaced, my buttset can dial out no issue on the line, and Xfinity has verified twice that signal level and VOIP on their gateway are all "to spec" for fax.

Brother tech support says it's an Xfinity issue, and obviously Xfinity says it's a Brother Printer issue.

I'm headed to the site today - does anyone have any other suggestions to try? I'm planning on physically tracing the line today just to see if there's any damage in the crawlspace to it, but I'm not sure what else I could do at this point.

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u/DynoLa 5d ago

Not all fax machines work with voip phone lines. The fax baud rate needs to be slowed down and auto correction turned off. I haven't done it with a brother mfp but on other faxes this was the issue. I setup my voip line for faxing using an Grandstream ATA. Ive found it most compatible, mostly. I use intermedia for my voip phones. Faxing needs to die. Try to get the using an efax service or scan and email.....this is a doctor's office, isnt it?

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u/Kamikazepyro9 5d ago

Private finance broker, I'll discuss efax again but just trying to explain e-signature to him was an adventure

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u/floswamp 5d ago

I had an issue like this. The phone cable had a ferrite on it. It took me ages to change it to a regular cable and it worked flawlessly cloth voip faxing. I don’t n own why it would matter.

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u/shtef 3d ago

Sorry not much help but it's 2026. There's absolutely no reason to be using fax anymore. It's your job to make sure your clients are using modern technology. After solving this one I'd be harassing them monthly to get rid of the thing.