VoIP Troubleshooting Secrets Your Provider Won’t Tell You

Over the last few years, Voice over Internet Protocol has gained significant ground.

As a great alternative to PBX or traditional phone lines, this system meets calling needs in both professional and personal settings. While serving as a cost-effective, high-quality calling solution, it often encounters many VoIP phone issues.

As a business professional, you might experience a communication gap, miss deadlines, and lose leads due to VoIP calling problems. Overall, you left the client with an unprofessional impression.

Fortunately, this VoIP troubleshooting guide will prevent it if you read it carefully and understand it well. Here, you will gain the right knowledge to overcome internet calling problems, ultimately enhancing your business performance.

So, let’s explore VoIP problems and solutions, along with a clear understanding of VoIP’s meaning and operation.

What Is VoIP?

VoIP stands for Voice over Internet Protocol, a technology that enables you to make an audio call over the internet. It means there is no need for traditional phone calls; all calls are made over the internet.

Zoom, WhatsApp Calling, Google Meet, & Microsoft Teams are common VoIP services that often allow calling over the internet.

The key devices required in such calling are IP phones, Analog Telephone Adapters (ATAs), and headsets. Softphones and mobile phones are other required software-based devices. A modem and a router are useful devices for a proper network infrastructure.

Key Benefits of VoIP

• Enable professionals to make affordable international calls.
• Easily scalable because of simple add or remove users/extensions in minutes.
• VoIP offers clearer and more stable calls.
• Reducing hardware & maintenance costs by being purely cloud-based.
• VoIP also offers advanced features such as call recording, video calls, call forwarding, and analytics.
• Enhance teamwork by enabling screen sharing, video calls, and messaging features.
• Offers an easy integration with CRM systems.

How VoIP Works?

The core operation of VoIP involves converting analog audio signals (voice) into digital data packets, which are then sent over an IP network while being compressed. Furthermore, it then converts the data packets into analog signals at the receiving end. Let’s explore the journey in detail:

1. Capturing Voice and Digitalization

When a person speaks on a VoIP-enabled device, their voice is converted to digital data by an analog-to-digital converter. This digital data easily travels over the internet. Real-time voice communication takes place over an IP network as a result of this conversion.

2. Packatization & Compression

The digital data is then broken into small packets that carry the voice data. It also includes its sourcing and destination data. The audio codec compresses the data for a quick transmission over the internet.

3. Transmission

Protocols such as the Real-time Transport Protocol or the User Datagram Protocol are useful for transmitting compressed data. It passes through routers and switches, which are the major network devices.

4. Reassembling the Audio

At the receiver end, these packets are reassembled in the correct form. The compressed digital data is again decompressed and converted into an analog sound wave. This reflects clear audio and supports good communication.

What Are the Common VoIP Problems?

VoIP is an advanced technology that offers high-quality communication. However, it still has many issues that affect transmission. Here are the common VoIP problems and solutions that you generally face:

1. Echo During Calls

Echo refers to repeating the spoken sentence, which makes the conversation hard to follow. Common causes of echo include a poor internet connection, speakerphone use, and electromagnetic interference.

Solution

• To fix the echo issue in VoIP, one needs to use the right VoIP equipment.
• Always keep the microphone away from the speaker.
• The other way is enabling the QoS settings.

2. High Latency & Jitter

Latency is the delay between the speaker and the listener on a VoIP call. These cases unnecessarily consume time during the communication. Commonly, it is measured in milliseconds (ms).

Jitter refers to the delay of data packet transmission. A high jitter rate often irritates both the sender and the receiver. So, one should always consider it well when troubleshooting VoIP call quality issues.

Solution

• The key solution to overcoming this problem is evaluating the internet service provider and ensuring sufficient bandwidth.
• The other things include freeing up bandwidth on the local network.
• Installing a jitter buffer can also help stabilize VoIP call quality.

3. No Sound Issue

This is one of the major VoIP problems: one-way audio, where only one party can hear. The situation can be beyond this, and neither of the involved parties can hear anything during the communication. The causes behind such a scenario can be loose wiring, heavy network congestion, and improper configuration.
Solution

• Disable SIP ALG in the router’s firewall settings.
• Checking the VoIP extension’s codec settings to ensure the speaker and the listener are using the same VoIP codec.
• Check the network stability.

4. Choppy or Broken Audio

Choppy audio in a VoIP call is another issue in which the audio is broken or missed, resulting in poor call quality. It is a common issue that many VoIP users experience. The major cause of such VoIP phone issues is insufficient bandwidth. The other causes are network jitter and packet loss.
Solution

• Perform a VoIP speed test & confirm the network stability and VoIP connection.
• Contact the Internet Service Provider and increase the bandwidth capacity.
• Placing the phones on a Virtual Local Area Network (VLAN) is also worthwhile because it separates voice traffic from the regular data traffic.

5. Sudden Call Drops

Dropped VoIP calls generally occur when the phone is completely disconnected from the network. It happens suddenly during the ongoing conversation, resulting in poor call quality. There are many causes of this issue, including internet issues, sudden bandwidth drops & device-related issues. The other reason is a UDP (User Datagram Protocol) timeout.
Solution

• Increasing the UDP timeout interval and adjusting the router settings are the key solutions.
• The other approach is to use TCP to maintain a stable connection across firewalls and NAT (Network Address Translation).
• The other solution is to strengthen the signal by using wired connections or a mesh Wi-Fi.

6. Network & LAN Issues

These kinds of VoIP issues refer to internal network problems. It includes hardware issues, such as cables, routers, and switches, as well as insufficient bandwidth or network congestion. All of these are key network problems that often arise from network instability.
Solution

• Using Ethernet cables and replacing old ones can be the right solution.
• Upgrading network equipment, such as routers, switches, and cables, is a viable solution.
• Implementing quality-of-service measures is also helpful in overcoming this problem.

7. Breach of Security Measures

Due to weak encryption, it’s easy for cyber attackers to eavesdrop on the call. This is also one of the major issues in VoIP because, by default, it doesn’t include encryption. Denial-of-Service (DoS) attacks are a major problem in which attackers flood the VoIP network with traffic. This causes call drops and a complete outage.
Solution

• To prevent unauthorized access, one needs to reset the default password.
• The other option is to use a reliable VoIP phone service.
• Utilizing encryption and firewalls helps to protect confidentiality and prevent malware attacks.
• Follow regular software updates.

8. No Incoming Call Ring

This kind of issue occurs when the handset, VoIP account, or device is not properly connected. So when a VoIP phone is not working, one must properly check the connection. The result when the phone doesn’t ring is missing out on important business calls, which can delay the work or lead to significant losses.
Solution

• Ensure the device is logged into the updated VoIP application.
• The other approach is to check the DND and call forwarding settings on your device.
• Verification of SIP credentials is also crucial because incorrect SIP username and password can also block the incoming calls.

9. Unable to Dial a Call

Sometimes, professionals also experience difficulties in making outgoing calls. The major cause is two routers dropping a certain critical packet of the data. Insufficient bandwidth and network connectivity issues are other major reasons for such problems. In the case of an outgoing call issue, the focus is more on the network layout.
Solution

• Avoid using two routers that inhibit the packet flow.
• Ensure internet connectivity is stable and verify SIP registration.
• Checking the dialing format is also necessary when making outgoing calls.
• Turn off the SIP ALG (Session Initation Protocol Application Layer Gateway).

How to Troubleshoot VoIP Issues? A Guide to VoIP Troubleshooting

To experience a smooth VoIP calling, professionals should follow the below troubleshooting tips:

1. Check the Router Location

One of the major causes of poor VoIP connections is obstacles like walls or furniture. Always ensure the router is placed in the center of the space or near the device. Ensure there are no obstacles.

2. Checking for the Damaged Cables

This one is a common VoIP troubleshooting strategy. You must ensure that there are no damaged cables that hinder your VoIP connection. Keep checking cables at the right interval and ensure none are damaged.

3. Resetting the Router

When you reset the router, it clears many temporary issues related to call drops or registration failures. Resetting the router can also resolve many IP conflicts by refreshing IP assignments. Moreover, it clears the cache & temporarily fixes bugs, and restores firewall/NAT paths so that incoming & outgoing calls work well.

4. Adjusting the Router’s QoS (Quality of Service)

Altering the routers’ quality-of-service settings is a basic VoIP troubleshooting strategy that enables users to prioritize VoIP traffic. This helps achieve consistent bandwidth, minimal packet loss, and low latency. As a result, a user gets a clear voice call while preventing call drops and delays.

5. Virtual Private Network (VPN)

Utilizing a VPN is also another strategy for preventing VoIP problems. This establishes data encryption, which enhances the security and privacy of VoIP calls. As a consequence, eavesdropping and unauthorized access do not exist.
How to Avoid VoIP Problems? Best Practices to Follow

While following the below actions, one can reduce the trouble and suffering during the VoIP calling:

• Limit Wi-Fi calling and opt for a dedicated Ethernet line whenever possible.
• Always choose high-quality VoIP hardware.
• Train your employees to maximize device use during VoIP calls.
• Enable QoS on the router.
• Contact your VoIP service provider to ensure you are using the updated VoIP application.
• Keep all the devices updated, including router, IP phones, & smartphones.
• Avoid downloading large files, video calls, and streaming that impact VoIP.
• Enable encryption & configure the firewall for security.

How Moon Dialer Can Streamline Your VoIP Calling?

When it’s about smooth & cost-effective VoIP calling, Moon Dialer is the right Wi-Fi calling app to choose. The application is meant to provide a hassle-free experience for cross-border communication with minimal investment. While it’s available on App Store, Mac App Store, Google Play Store, and Web App Store, it caters to the needs of many users.

Regardless of time or location, one can easily use this application. The following are the key features that make Moon Dialer ideal to use:

• Instant Call via QR code: Professionals can easily create the QR code and seamlessly receive the call without displaying the SIM number…
• SIM-Free Calling: The application provides SIM-free calling through the current phone number as the caller ID on the Apple device…
• Call Recording & Scheduling: Easily record unlimited international calls, schedule the calls, or forward the calls to another number…
• Unlimited Call History: The app records unlimited call logs so users can view all their call history…
• Third-party App Support: Moon Dialer is a fully third-party-supported platform that integrates easily with external systems…
• Cost-effective International Calls: The application is ideal for making international calls at a low cost…
• iCloud Synchronization: Users can access all important data regardless of time or location with easy iCloud synchronization…

Verdict

Here, we are ending at the VoIP troubleshooting guide. Voice over Internet Protocol is a good option for economical international calling. No matter whether it’s for professional or personal use. Troubleshooting VoIP can be complex and requires the right tools. However, resolving Voice over Internet Protocol issues is essential when using internet calling.

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