What Is VoIP?

VoIP, or Voice over Internet Protocol, is a technology that enables voice communication over the internet, instead of via a traditional phone line. It offers flexibility and efficiency when it comes to making calls, which is why it’s such a popular choice for both individuals and businesses seeking modern communication solutions.

Voice Over IP Troubleshooting: The Most Common Problems and How To Fix Them

Now that we understand what VoIP is, let’s run through some of the most common problems you may encounter with this type of phone system, including some tips on quick fixes.

Dropped Calls

This is arguably the most frustrating form of VoIP issue that can disrupt communication, especially during important conversations. Call drops occur when a call unexpectedly ends without the users' intention. This may be due to “packet loss,” which is when data packets traveling across a digital network are unable to reach their destination.

Causes of packet loss can include poor internet connection, too many devices using the same network, outdated software, and insufficient bandwidth, especially during peak times.

You should begin troubleshooting this VoIP issue by checking your internet connection and considering ways to improve it, such as using a wired connection to avoid interference. Also check that your system is up-to-date. Missing a simple update can cause telephony issues that are easily rectified.

You could consider limiting the number of connected devices or reducing heavy internet usage (like streaming or large downloads) during VoIP calls. And try incorporating an error-checking transmission control protocol (TCP). This can help prevent your firewall from ending your connection and closing a call.

Echoing Calls

A recurring echo can be extremely irritating and prevent smooth conversation. Audio quality is one of the top advantages of VoIP, making this issue even more troublesome.

Echo occurs because of “latency,” when packets arrive at different times. This issue is more problematic because a user might not be aware of an echo, and might only become aware if a recipient informs them of the problem.

An echo might be caused due to problems with your hardware, such as a faulty headset or microphone. To troubleshoot, check if there are any issues with wiring and inspect for any visible damage to the device. If the hardware is faulty or outdated, consider upgrading to higher-quality equipment.

If this fails, try a simple volume check of your Bluetooth headset. If your speaker volume is too loud, it can be picked up by your microphone. This leads to the recipient hearing an echo of their voice.

Another cause of echo is electromagnetic interference. Some devices such as TVs, coffee machines, or even vacuum cleaners have strong electromagnetic fields. These devices can disrupt VoIP signals.

Unable To Make Calls 

There are a few potential issues that might result in your internet phone not working. One cause could be a network layout that involves multiple routers. Certain protocols may be processed and rewritten through an application layer gateway and firewall. This prevents communications data from being transmitted properly.

To avoid this issue, you’ll need to go into your network settings and disable “SIP ALG.” This is a firewall function used by most modern routers. Where possible, it’s also a good idea to avoid having multiple routers that occupy your packet flow.

Another potential cause of this problem could be your connection. For VoIP calls to work, you need to use a Power over Ethernet (POE) switch. Get in touch with your network administrator to find the correct wiring pattern to enable a smooth POE connection.

Choppy Audio 

“Choppy” audio is when call quality becomes distorted and unclear. It can prevent you from having a smooth conversation with clients. Getting to the bottom of this problem involves a process of elimination, as there are several potential causes.

When troubleshooting this VoIP issue, the most common cause is a lack of bandwidth. This limits the amount of data you can send during a call, damaging the overall quality. If call quality is regularly impacted by low bandwidth, you should consider upgrading your internet package. In the short term, however, reduce the number of devices connected to your network.

Another cause could, once again, be packet loss. Call quality will be impacted if data packets aren’t reaching their destination. Upgrading the firmware on your router might help to reverse this issue.

Lastly, think about your hardware. Modern VoIP technology is less compatible with outdated systems. An older device might be impacting the overall quality of your call. If this is the case, consider investing in new tech.

‘Jittery’ Calls 

Call jitter occurs when your conversation feels “out of order.” Words are arriving in the wrong order, or are incomprehensible. This doesn’t make for a pleasurable call with clients and is one of the biggest customer communication pain points.

To prevent this issue, VoIP systems allow you to deploy “jitter buffers.” These are designed to prevent too many data packets from traveling along a network at the same time. Unfortunately, buffers are not always programmed correctly, causing jitter to impact calls. As a starting point, verify that buffers are the correct size to collect data packets.

Another simple way of avoiding call jitter is to upgrade your internet package or switch ISPs. With greater bandwidth, you’ll be able to send more data packets during calls, ensuring higher quality.

Security Risks

Flaws in your security can cause many issues for your calls. One common example is a DDOS attack, where a hacker floods your network with traffic, preventing you from having a clear internet connection. Other more serious issues, such as malware and VoIP fraud, are also constant threats.

At best, these issues can prevent you from communicating effectively with clients. At worst, they put you, employees, and customers at risk. The only way to avoid these issues is to put stringent security measures in place.

Some examples are listed below:

• Have clear password policies. Ensure that employees aren’t utilizing weak passwords by having a clear password policy. Make sure that employees use a mixture of letters, numbers, characters, and other symbols.

• Adding two-factor authentication. Here, callers are sent a code via SMS to enter before logging into VoIP. This mitigates the risk of password leaks by adding an extra layer of security.

• Use a VPN. A “virtual private network” encrypts your traffic so that it can’t be intercepted by hackers. This ensures that your calls remain confidential and private.

• Choose the right VoIP. Not all VoIP providers put the same priority on security. Pick a solution that puts clear protections in place.

Network and LAN-Related Problems

You may have issues with your call if you’re using VoIP over a local area network, while also using a private IP address. Usually, this shouldn’t be a problem — network address translation (NAT) will apply a local IP address to your device.

Sometimes, however, it will fail to update all information. When this happens, VoIP will be unable to send call data across the internet.

The easiest way to avoid this problem is to use a special firewall built to work alongside VoIP. Certain solutions can translate private IPs to public IPs, removing network-related issues.

Troubleshooting One-Way Audio on VoIP Calls

One-way audio issues, where a caller can hear a recipient but the recipient cannot hear them (or vice versa), can cause problems. Let’s explore how you can troubleshoot some of these issues.

Test Your Equipment 

Faulty or outdated hardware can cause issues with VoIP. One-way audio is one of the biggest examples of this. That’s why, when troubleshooting one-way audio, your equipment should be your first port of call.

First, check for any visible issues. Are cables damaged or exposed? Is a certain component missing or faulty? If so, repairing or upgrading your equipment might solve one-way audio problems.

Next, consider whether your equipment is updated with the latest versions of software. Check whether settings are configured correctly and whether your microphone is being picked up. Running a test call can help to verify if your audio is being correctly transmitted.

Check Codecs 

VoIP devices communicate using a “codec.” These encode or decode a user’s voice from data packets. If VoIP codec cannot be selected, then voice signals will not be transmitted.

To avoid this issue, get in touch with your VoIP provider about codec names. Then, make sure both devices support the correct codec. Aligning codecs should help to reduce the chances of any issues occurring with your call.

Verify Router Configuration 

We’ve talked about the issue of packet loss. For VoIP to work, data packets must be transmitted successfully from one user to another. But for data to reach a recipient it must first pass through your network’s firewalls. Here, sometimes protocols will prevent the successful transfer of data.

There are several changes you can make to your router settings to avoid this issue. These include:

• Ensuring the firewall ports are open using the recommended settings of your provider. 

• Adding a provider’s IP address to your firewall whitelist. 

• Enabling SIP ALG within your browser settings. 

• Checking whether multiple browsers are applying NAT to your traffic.

Reconfigure Call Paths  

Data follows a “call path” to send and receive voice data. For both users to hear each other, there needs to be a clear two-way route for data. Sometimes, however, roadblocks can occur when one user’s data isn’t reaching its destination. When this happens, you’ll need to identify and rectify a misconfiguration within your routes.

Firstly, if you’re using a hosted VoIP, get in touch with your provider. There may be an issue occurring on their end.

Finding VoIP routing issues internally can be tricky, and you’ll need to evaluate your IT infrastructure. This process should be thorough, covering everything from physical hardware to software.

What Preventative Measures Can I Take To Avoid VoIP Issues?

The easiest way to avoid issues is to choose the best possible VoIP tool. Unsure about where to start? Vonage virtual phone systems offer a dependable solution that enables you to communicate anywhere at any time. With 99.999% uptime reliability*, a cloud-based virtual phone system will help keep your business running smoothly. Vonage also provides comprehensive customer service to provide the support you need.

Outside of your VoIP solution, always try to use the best hardware. It’s easy for equipment to lose quality over time. That’s why it's important to monitor your devices regularly. Avoid hanging onto outdated equipment to save money. You’ll find that this approach will bring more trouble than it is worth in the long run.

^{*The 99.999% claim is based on Vonage's average up-time and/or availability.}

Make Troubleshooting VoIP Call Quality Issues a Breeze

VoIP issues are troublesome, especially when you don’t know what’s causing problems. Luckily, the solution is often relatively simple. As we’ve explored here, you don’t need to be a tech genius to troubleshoot VoIP problems.

If you're encountering VoIP issues, take a look at our list. Go through each issue one by one to identify a solution. If you’re still stuck, get in touch with your VoIP provider.

Remember, there are some simple steps to avoid encountering VoIP issues. Always keep your hardware up-to-date, and replace your equipment when necessary. Above all, choose a reliable VoIP provider who can promise quality and reliability.

Vonage offers a unified communication platform to meet your needs. Why not schedule a conversation today to learn more?