In VoIP, VoIP Phones

This week, we decided to put together some helpful tips to assist with small VoIP phones issues. At ActivePBX, we’ve got an amazing support team on hand every weekday from 9 am to 7pm. But we know sometimes you or your employees/coworkers may run into a bump in the road that you just need a quick fix for. To save you some time, we figured it would be a great idea to cover some of the most common issues customers experience. Hopefully, our troubleshooting tips will solve the problems quickly and simply. This will be an ongoing series.

We’re kicking off our troubleshooting tips with the topic of Voice and Call Quality. These are some of the most asked about issues with VoIP phones.

Calls sound “choppy”.

In general, “choppy” calls on VoIP phones are the result of latency or packet loss in your Internet Service Provider’s (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called “Packet Loss”. Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.

• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.

• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

I hear echo during calls (hearing my voice repeat)?

Echo on VoIP phones is due to possible latency on your Internet connection causing delayed playback of your voice. It is not uncommon for echo to be present with traditional phone calling as well, but the latency is so slight the echo probably will go unnoticed. Possible causes of echo are poor quality telephone or phone cables on the other end.

If you are hearing significant echo on a call:

• Try to call back the number and see if the echo persists.

• Ask if the person you are talking with can use a different phone.

• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.

• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

I am not hearing a dial tone.

If you do not hear a dial tone, please check the following:

• Make sure the telephone and VoIP telephone adapter are plugged in

• Disconnect and re-connect the telephone cable

• Make sure your telephone is set to ring (not set to pulse) If the above items have been checked, it is possible your phone adapter needs to be rebooted or restarted (Power cycle).

These are just a few suggestions based on common issues with VoIP phones we hear about through our support team. Remember, you can also check our Knowledge Base on our website for other troubleshooting tips. If you still don’t get the resolution you need, just give us a call at 1-866-330-4678

 

 

 

Recommended Posts

Leave a Comment

comcast customer service call