VoIP Connectivity Troubleshooting

Troubleshooting Guide for VoIP Call Quality Issues

Introduction

If you are experiencing poor call quality or call disconnects with our VoIP system, this guide will help you diagnose potential issues. Please follow the steps below to identify any problems.

1. Basic Checks

Before testing the network, check the following:

• Handset & Cables: Ensure the VoIP handset is powered on, connected correctly, and all cables are securely plugged in.
• Router/Modem Restart: Power cycle your network equipment (router and modem) by unplugging them for 30 seconds and reconnecting.
• Other Devices: Check if other devices on the network (e.g., computers, Wi-Fi devices) are experiencing connectivity issues.
• VPN Usage: If using a VPN, disconnect and test without it.

2. Checking Internet Connection

A stable and fast internet connection is essential for VoIP. Check:

1. Speed Test:
   • Visit Speedtest.net or a similar service, check with multiple UK based servers.
   • Note your Download, Upload, and Ping results.
   • Recommended Speeds:
     • Minimum Upload Speed: 100 kbps per call (ideal: 1 Mbps).
     • Ping to the UK VoIP server should be below 100ms.
     • Jitter should be below 30ms.
   • If speeds are lower than expected, try contacting your ISP.
2. Ping Test:
   • Open Command Prompt (Windows) or Terminal (Mac).
   • Type: ping sip.voip123.co.uk -n 20
   • Look for:
     • Low latency (<100ms recommended)
     • Consistent response times (high variation indicates jitter)
     • No packet loss (0% loss is ideal)

3. Network Congestion

If your network is congested, VoIP calls may suffer. Check:

• Are multiple people using streaming services (Netflix, YouTube, etc.)?
• Are large files being uploaded or downloaded?
• If possible, try limiting background data usage and see if call quality improves.

4. Checking for Packet Loss

Packet loss can cause voice distortions and call drops.

1. Use the Command Prompt or Terminal:
   • Type: pathping -n sip.voip123.co.uk
   • Look at packet loss percentages.
   • If packet loss is above 5%, this is likely causing issues.
2. If packet loss is detected:
   • Restart your router/modem.
   • Try using a wired connection instead of Wi-Fi.
   • If the problem persists, contact your ISP.

5. Checking Latency & Route to UK Server

High latency or a bad route can cause delays and call drops.

1. Run a Traceroute:
   • Type in Command Prompt (Windows): tracert sip.voip123.co.uk
   • Type in Terminal (Mac): traceroute sip.voip123.co.uk
2. Check for High Latency or Timeout:
   • If response times suddenly spike above 200ms at any hop, there may be an issue.
   • If there are multiple timeouts, the route to the UK server may be unstable.

6. Checking Router QoS (Quality of Service)

Some routers allow you to prioritise VoIP traffic:

• Log into your router (Check the back of your router for login details)
• Look for Quality of Service (QoS) settings.
  • If available, prioritise VoIP traffic (e.g., SIP or RTP packets).
• Look for SIP ALG settings.
  • Ensure this options is disabled.

7. Contacting Your ISP

If issues persist, call your ISP and provide:

• Results from speed tests, ping tests, and traceroutes.
• Any instances of packet loss or high latency.
• Ask if they can check for network congestion or routing issues.

8. Final Steps

If none of the above resolve the issue:

• Try using a different network (e.g., mobile hotspot) to see if the problem is local.
• If calls work fine on a different network, your office internet is likely the issue.
• If problems persist across all networks, it could be a handset or provider issue.

For further assistance, please provide the test results from the above steps when reporting the issue.

Summary of Key Indicators

By following these steps, you can determine whether the issue is local or external. Let us know your findings so we can assist further!