Wednesday, December 17

VoIP Voice and Call Quality Troubleshooting

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.
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.

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.

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.
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.

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.

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.

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