Knowledgebase:
VoIP Trouble Shooting Basics
Posted by John Roberts, Last modified by John Roberts on 12 October 2015 12:51 PM

VoIP Troubleshooting

No Dial Tone

Check all connections to the VoIP Telephone Adapter. Make sure that the LED on the VoIP Telephone Adapter is green when the phone is off hook. If not, ensure that you have an Internet connection.

Try the solutions as described in "Calling Issues with Router/Firewall"

 

Only One-Way Voice

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your Voip service because of firewall issues.

Try the solutions as described in "Calling Issues with Router/Firewall"

Phone Does Not Ring

Check all connections to the VoIP Telephone Adapter. Make sure the ring volume on the phone is properly adjusted.

Try the solutions as described in "Calling Issues with Router/Firewall"

 

Fast Busy Signal

Reboot your equipment as described in "Rebooting Your Equipment."

Try the solutions as described in "Calling Issues with Router/Firewall"

 

I can receive calls but cannot make calls

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your Voip service because of firewall issues.

Try the solutions as described in "Calling Issues with Router/Firewall"

I can make calls but cannot receive calls

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your Voip service because of firewall issues.

Try the solutions as described in "Calling Issues with Router/Firewall"

USB vs. Ethernet Port

If your broadband provider requires a USB connection instead of Ethernet, you must purchase a USB to Ethernet converter to connect to the Voip Telephone Adapter. 

 

In general, "choppy" calls or poor quality are the result of latency or packet loss in your Internet Service Provider's (ISP) network. In other words, your Internet connection may not be fast enough to send and receive voice data, resulting in lost information.

This may occur when connection speeds are compromised by 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.

Try the following solutions on your VoIP device to resolve the quality issues.

1.) Check if your VoIP device supports G729 compressed codec and is chosen as default or preferred codec. G729 codec works better if you have low speed Internet connection.

2.) Check if your VoIP device supports iLBC compressed codec and is chosen as default or preferred codec. iLBC codec works better if you have very low speed of Internet connection or high latency such as satellite Internet connection. You can find codec options usually in advanced configuration of your VoIP device.

3.) Try using your VoIP service with a different and faster Internet connection and see if the quality improves. If you experience better quality, this would confirm that the issue is due to your Internet connection speed.

VoIP Voice and Call Quality Troubleshooting

Calls sound "choppy".

In general, "choppy" calls 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.

• Try the solutions as described in "Voice Quality Issues"

I hear static or "buzzing"?

Static (buzzing) on your line are produced from analog equipment in your phone system (your phone and phone cable). When the phone adapter receives the sound data, it digitizes the data and eliminates the possibility of producing static or buzzing. Try using a different phone or replacing the phone cable and test if that resolves the issue.

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

Echo 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 (possibly on the far end of the call)

• Feedback between the phone's speaker and microphone

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.

• Try the solutions as described in "Voice Quality Issues"

I tried to make a call and received a fast busy signal.

A fast busy signal can mean that your Phone Adapter needs to be rebooted.

• Reboot your equipment as described in "Rebooting Your Equipment."

• If it doesn't work, try the solutions as described in "Calling Issues with Firewall/Router"

What is the cause of "dropped" calls (call ends unexpectedly)?

In general, "dropped" calls are the result of a severe 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.

• Try the solutions as described in "Voice Quality Issues"

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.

• Reboot your equipment as described in "Rebooting Your Equipment."

• If this doesn't work, try the solutions as described in "Calling Issues with Firewall/Router"

I am unable to receive any inbound calls .

Your Phone Adapter needs to register with our proxy server in order to receive inbound calls. If the Phone Adapter can't register, the Voip server can't route calls to the device.

Some reasons why your phone adapter may not be able to register with Voip servers:

• Possible power outage

• Telephone and Voip Adapter may not be plugged in

• Internet connectivity has been lost

• Router/firewall options have blocked Voip traffic

Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter.

• Reboot your equipment as described in "Rebooting Your Equipment."

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your Voip service because of firewall issues.

• Try the solutions as described in "Calling Issues with Firewall/Router"

I am unable to make any outbound calls.

Your Phone Adapter needs to register with our proxy server in order to receive inbound calls or make calls. If the Phone Adapter can't register, the Voip server can't route calls from the device.

Some reasons why your phone adapter may not be able to register with Voip servers:

• Possible power outage

• Telephone and Voip Adapter may not be plugged in

• Internet connectivity has been lost

• Router/firewall options have blocked Voip traffic

Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter.

• Reboot your equipment as described in "Rebooting Your Equipment."

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your Voip service because of firewall issues.

• Try the solutions as described in "Calling Issues with Firewall/Router"

Where can I learn about any technical issues with my Voip Service?

 

 

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