VoIP systems have become an essential part of your business. You got your VoIP phone for better connectivity, compatibility and mobility. It can be all these things and more but why is it not working properly?

Choppy audio, dropped calls and other problems, we’ve been around the VoIP phone block. Let’s talk about 3 of the main issues and how to troubleshoot them without IT support.

But first, take note.

Many times the issues you’re experiencing with your VoIP phone are due to internet connectivity. So, before you go on a troubleshooting spree, make sure you have the best internet connection possible (and if it’s a perpetual problem – perhaps related to your building’s construction –  look to use a wired connection. Find the best Internet Service Provider (ISP) in your area and get a great connection locked down before you invest more time into troubleshooting.

Choppy audio

Choppy voice or choppy audio is one of the most common issues. The root of this problem is usually bandwidth and response times. The fix is to get the network to speed up.

First, you’ll need to run a bandwidth test. Your ISP or VoIP may have a preferred speed testing service, or you might have your own. If you don’t, here’s a list of bandwidth testing sites. For best results, test your bandwidth on 3 different sites and average the results. Also, check to see if the response times are good so that you don’t experience breakup and dropped calls.

Call your Internet Service Provider (ISP) and see if they can boost your network and increase response times for less issues. You can also reduce network congestion by turning off unused phone systems or bandwidth hogging apps. In addition you can prioritize your router settings and ensure the Quality of Service (QoS) is set to prioritize your VoIP service

Dropped calls

Dropped calls can happen for a number of reasons. Note when they happen and this can give your clues as to the reason and the fix.

If they happen when you’re dialing a number, the problem can be that your caller ID is banned. The fix for this is to get a new virtual number.

If calls get dropped in the middle of a conversation, it can be because the internet is down on your side or their side. It could also be because the callee is experiencing poor phone connection wherever they are.

One more complex solution could be to adjust router settings for longer UDP timeouts to 60 seconds.

Echo (echo, echo…)

This one can be very annoying and it’s potentially one of the more complicated fixes because there could be many causes: acoustic or electromagnetic interference, faulty equipment or network latency.

You can start with the VoIP device itself. Check it for updates, connection, damage, and even try unplugging it and plugging it back in.

The issue could be with your headset, in which case you may need a different one or it could be because the earpiece volume is too loud and overpowers mouthpiece creating an acoustic echo. Cover the mouthpiece, and see if the echo lessens. If it does, turn down the volume of your earpiece or speaker.

Another solution could be to move your router away from the your monitor, CPU and power strip to minimize electromagnetic interference.

If you’ve still got an echo, you may need to improve your network stability. So, seek assistance from the provider.

These are some of the most common VoIP phone issues and their fixes. Hopefully they helped. We know it can be very frustrating when your technology won’t work with you. If you need a higher level of support, we are always here for you.

Luke Kumanchik

Entrepreneur, programmer, backyard farmer & Dungeon Master Extraordinaire.