Voice over Internet Protocol (VoIP) has become a popular technology that allows people to make phone calls using a broadband Internet connection, instead of a traditional phone line. VoIP has many advantages, including cost savings, flexibility, and easy scalability requirements. However, like all technology, VoIP has its own list of issues. Understanding common VoIP concerns and troubleshooting these issues is essential to help with uninterrupted communication.
In this guide, we will address some of the most common VoIP issues and provide VoIP troubleshooting solutions so you can quickly fix them.
Fixing Common VoIP Issues
Know the VoIP Issues and Solutions
1. Poor Call Quality
Inadequate call quality is one of the prevalent VoIP challenges. Call quality issues can be defined as “choppy” audio, echo, static sounds, or a delay with your voice. Compromised call quality can interfere with communication and affect business productivity.
Causes –
- Not enough bandwidth
- Network congestion
- Unstable Internet service
- Low-quality peripherals (headsets, microphones)
VoIP Troubleshooting Solutions –
- Evaluate Your Internet Connection – Your Internet connection is an important component of VoIP call quality. Make sure that your Internet speed is adequate for VoIP services, which is normally 100 kbps per call.
- Switch to Wires – Wi-Fi can be problematic in some instances and therefore can result in call quality issues because of interference. Rather than using wireless you should try using wired connections – an Ethernet connection can provide a more stable connection for VoIP calls.
- Reduce Internet Usage – Keep the number of devices connected to the network as low as possible or close down and quit programs your employees may use while on a VoIP call. Priority QoS configured on your router may help if the issue continues.
- Upgrade Your Devices – Good quality devices (such as the headset or microphone) can have a huge impact on the VoIP call quality.
2. Dropped Calls
Another aggravating VoIP issue is a call that drops in the middle of the call(without any warning). This can happen when things change suddenly, particularly at work when important discussions get interrupted by dropped calls.
Reasons –
- Internet connection is poor
- The firewall or router settings
- Your VoIP service provider
There’s Something You Can Do About VoIP Problems –
- Check Your Network is Stable – Make sure that your network is stable throughout your call. When possible try to use a wired connection as this will decrease the chances of a call dropping.
- Change Router Settings – Your router might block VoIP traffic and interrupt your call. Check your settings and be sure to disable SIP ALG (Application Layer Gateway), which can often block VoIP internet traffic.
- Call Your VoIP Provider – If the problem persists, call your VoIP provider since your provider may have to change the settings on the service or fix a network problem on their end.
3. One-Way Audio
In a one-way audio situation, one person can hear the other (or they can both hear one party), but the other party cannot hear them, which can lead to confusion and conversation breakdown.
Reasons –
- Improper router or firewall setup
- Other issues related to the network
- Issues with your VoIP service provider
VoIP Troubleshooting Guide –
- Router/Firewall Configuration – Ensure that your firewall is not blocking VoIP traffic. Make sure you’ve opened the correct ports (UDP 5060 for SIP). Also, ensure that your router is correctly set up to allow both parts of the conversation to communicate.
- Restarting Devices – To fix the one-way audio, consider restarting the router, modem, and VoIP device.
- Testing Connection – Run a connection test to check for network-related problems. If your internet connection is slow or interrupted, it will lead to one-way audio (though both sides may be able to hear one side).
4. Echo During Calls
Echoes in VoIP calls represent yet another common VoIP issue. Echo is the situation when a person hears their own voice echo back to them while on a call which creates difficulty to communicate.
Causes –
- Poor quality headset
- High Network latency
- Improperly configured VoIP-equipment
VoIP Issues and fixes –
- High Quality Headset – Frequently, using a low quality headset, or improperly connecting a headset is at fault for echo issues. Changing to a noise really high quality headset may mitigate echo.
- Change Volume Levels – Lowering volume levels for the microphone or speakers may also assist with echo, especially if an echo is caused by sound feedback.
- Check your network latency – A high network latency (or time that your data takes to move form one place to another) can also create an echo effect. You may need to raise your internet plan or switch to a better lower latency connection.
5. Call Lag or Delayed Audio
“Call lag”, described by feelings that talkers are not communicating in a synchronous manner, leads to disjointed conversations and is the second troublesome VoIP problem. In actuality, this is a retained delay in hearing the previous talker’s response, which can lead to overlapping speech, and trouble communicating effectively.
Causes
- High network latency
- Not enough bandwidth
- Network congestion
Solutions to VoIP Issues
- Increase your Internet speed – ensure adequate bandwidth for VoIP calls, usually requiring at minimum 100 Kbps upload and download for each call.
- Minimize bandwidth hogging – avoid streaming and downloading large files while on the VoIP call.
- Check for network issues – use network monitoring tools to check for increased latency, jitter, etc. that causes lag.
6. VoIP Registration Issues
There are times when VoIP users cannot register their device or service with the VoIP server. This can lead to calls that cannot be made or received and certainly breaks the flow of communications.
Reasons –
- Incorrect login info
- Firewall or router configuration issues
- Outdated VoIP firmware or software
VoIP troubleshooting procedures –
- Check Email and Password: Ensure you are using the username, password, and server address provided by the VoIP services provider.
- Update Your Firmware or Software: It is possible that outdated firmware will prevent you from registering properly with the VoIP server.
- Turn Off SIP ALG: On some routers, the SIP mentioned can actually interfere with VoIP registering. You can turn it off in your router.
7. Jitter
Jitter is a term that describes packet delivery time variability during VoIP calls. This can result in garbled audio or inconsistent voice quality.
Causes –
- Network congestion
- Poor internet connectivity
- Insufficient bandwidth
VoIP Considerations and Fixes –
- Prioritize VoIP Traffic – Utilize QoS settings on your router to prioritize VoIP traffic over other internet activities. This will help to ensure that voice packets get prioritized and delivered uninterrupted.
- Upgrade Your Internet Package – If network congestion has become a continuous issue, upgrading to an increased speed internet package will help to alleviate jitter.
- Use Wired Connections – As previously mentioned before, wired connections will typically be more stable than wireless ones and help to alleviate jitter during VoIP calls.
Conclusion
Although VoIP technology has transformed our means of communicating, similar to all systems, they are never without issue. Understanding the common VoIP issues and fixes allows you to make sure your communication is clear, efficient, and without interruptions. Whether it is a call quality issue, dropped calls, registration issue, or any other issues, using this VoIP troubleshooting guide will provide you with VoIP problem solutions so you can continue to use your VoIP system efficiently.
If the troubleshooting VoIP solutions we discussed above do not resolve your issues, it may be beneficial to speak to your VoIP service provider. The service provider will be able to assist you with troubleshooting strategies to identify what variation of the VoIP issues and solutions is causing the problem.
