Fixing 8 Most Common VoIP Phone Service Issues in 2024

Now that we’ve established that VoIP phone service works over the internet, it’s important 

to note that most issues are often related to connectivity. 

In most cases, if you have a robust connection, things should be fine and dandy. However, there are times when even good internet cannot solve an issue. We’ll look into what you should do during such times. 

Dropped Calls 

A dropped call is when the phone disconnects from the network of your VoIP phone service. For example, the call may get cut randomly or when you are in the middle of a conversation. This can create a frustrating situation for you and your client. 

Now, if you have a high outbound call volume, chances are that you will face this particular issue. The reason behind this could be trouble in your network, software, or hardware. 

However, sometimes a firmware update is all you need, but that’s just one case. Let’s see how you can solve this issue. 

The Fix: 

Keep things updated: Firstly, confirm that your current VoIP phone service is up-to-date. Ensure that your router, devices, or applications are updated regularly. 

Adjust UDP timeout: If your calls are getting dropped at a specific time, you have problems with the UDP timeout. See if you can adjust the timings by contacting your VoIP service provider. 

Change router timeout: Check if your router is timing outcalls. If so, extend the limit to at least 60 seconds. Alternatively, you can switch to a Transmission Control Protocol (TCP) that supports retransmission. In case the data packets never reach the end-user, they will be redirected back to you via the receiver. 

Unsecure System

Almost anything that works over the internet has a chance of being hacked. Your VoIP platform is no different. Hackers are infamous experts at what they do. At the bare minimum, you should only face a drop in voice quality that can disrupt important calls. 

Although, things can easily escalate from here on out. Don’t feel surprised if you see a hacker compromising customer data by simply tapping into your VoIP phone service software. Like every other security issue, this one needs attention before the actual problem arises. 

The Fix: 

There are three main things you can do to protect your VoIP phone service software from cyber criminals: 

Employee Training: We know it’s obvious, but seriously, invest in regular training for your employees. If your employees are taught the best security practices, they won’t fall for typical scams. 

Cycling Passwords: The whole “keep changing your password every once in three months” isn’t for your Google or Yahoo account alone. It’s best to change your VoIP phone service account password in a few months, too. 

When hacked, criminals can use your password to make fake international calls and attempt to extort money or listen to recordings of previous calls. 

To prevent this, you should remember to create strong passwords each time. Add special characters, numbers, and text to protect it from being guessed. Further, only share VoIP phone service passwords with those who need it and not every employee in the firm. 

Monitor Traffic: One of the best ways to spot a hack early on is proactively monitoring your VoIP traffic. There’s a chance that your VoIP router can already do this. But if it doesn’t, you can set up a firewall and limit the traffic on each call. 

Distorted/Bad Voice Quality 

From a customer’s perspective, there is no worse situation than having to repeat everything because the agent could not hear you. 

This is the case when your current VoIP phone service has terrible audio quality. Other than that, you could even get weird echo sounds as if you were in a tunnel. Generally, the culprit behind this is bandwidth, so let’s see how you can resolve it. 

The Fix: 

Test if your VoIP phone service is connected to a high-speed bandwidth. If you notice the jitter is going above 30 milliseconds (ms), then you’ve got low bandwidth. Hence, you will need a strong internet connection for your VoIP phone service equipment.

For solving the audio, here are some things you can try:

Choose Ethernet: Wi-Fi network is generally a good option for basic internet access but is unsuitable for VoIP phones. So, go for ethernet, which is faster than Wi-Fi. 

QoS settings: Your router’s Quality of Service (QoS) feature helps you prioritize certain applications over others. So, you can set up the QoS to ensure your VoIP phone service data is given more bandwidth when your local network is running busy. 

Lower bandwidth load: Another simple way to maintain your internet’s bandwidth is by lowering the load on your network. For instance, you can reduce the number of users watching videos, gaming, streaming, or attending conference calls. These eat tons of data and minimize the bandwidth. 

Inability to Make/Receive Calls 

VoIP phones may occasionally not make or receive calls. This situation can disrupt the entire workflow and productivity, let alone drive customers crazy since they can’t connect to you and leave a bad impression. 

Generally, a VoIP phone service may not connect to outbound calls or show an “X” error while making a call. For incoming calls, your phone service may be unable to register calls. If these scenarios apply to you, try the methods below to fix this problem. 

The Fix: 

Disable SIP ALG: Disable the SIP ALG router setting (Session Initiation Protocol Application Layer Gateway). This SIP ALG feature inspects or modifies the destination of VoIP packets, causing them to change routes and go to the wrong IP address. In most cases, SIP ALG is the reason behind VoIP phone service issues. 

Update your software: Sometimes, a software update may hinder the VoIP phone service, and you may neither be able to receive calls nor place them. Try restarting your device after updating your VoIP application. 

Jittering 

Jittering VoIP calls is when the audio gets jumbled during a call, confusing the recipient. Unfortunately, while this may sound like the last issue you need on your list, it is very common among VoIP phone service users. 

The logic behind this is simple. VoIP phone systems require strong internet and bandwidth to transmit the audio. However, if its data gets cut or congested during the transit, the audio becomes out of order which sounds like gibberish. 

So, you should check through a VoIP speed test whether your jitter range is below 30 milliseconds or not. 

The Fix: 

Get better internet: If your internet is slow, the VoIP calls will jitter a lot. Contact your internet service provider and ask them to upgrade your plan or connection. 

Jitter buffer to the rescue: You can install a jitter buffer virtual phone to reorder the messed up audio. Although it does cause a short delay in delivery. 

LAN and Network Issues 

As mentioned above, VoIP phone service is entirely dependent on the internet. That means a network can take things from 100 to 0. Now, unlike WAN, LAN issues usually mean there’s something wrong nearby. 

If you’re unable to make calls or even see your desktop connecting one second and disconnecting the other, then you know you’ve got a LAN problem. In most cases, your router is at fault, but at times, it could be your computer, too. 

The Fix: 

Here’s a couple of ways you can try to solve things yourself:

Use the proper router setting: Sometimes, the most complicated issues are right in front of us, especially when we’re not paying much attention. Be honest, how many times have you ever explored the configurations of your router? 

Zero? Once? Maybe twice? 

This is because modern-day routers normally have the important stuff enabled. Now, we hope (hey, it is 2024) that you’re using a modern-day router that uses Quality of Service or QoS. If you don’t, then it’s time to get one! By any chance, if you find QoS on your router’s setting disabled, then go ahead and enable it. 

Give things a little restart: Doesn’t hurt taking a chance, right? Try this: shut down everything. All computers, routers, and any VoIP phone service-related equipment. Now unplug everything and wait for about a minute.

Sudden power surges can confuse and confound your devices at times, so it’s best to unplug them every once in a while. After waiting, plug everything back into place, restart, and give it another shot! 

VoIP Device Not Ringing

This may sound like a problem that typical phone lines have, but yes, even VoIP devices may not ring when they receive a call. 

Before you troubleshoot this, you need to ensure two things:

• Your device is logged in with the VoIP application 
• Your business phone number is linked to your correct account on that device 

The Fix: 

Disable DND setting: Check if you have accidentally set your mobile phone or device to “Do Not Disturb” mode and turn it off. 

Check call forwarding setting: Your calls can get directed to another user or device via the call forwarding setting. Configure them to your desired device. 

VoIP desk phone or handset: If your current VoIP phone service provider has not registered your devices, you won’t be able to receive calls. So, get in touch with them and ensure all necessary devices are registered. 

Latency

Another well-known audio-related problem you might face is delay. Typically, a latency range of around 100 milliseconds is considered average, but anything above that will be labeled as “slow.” This is why you need to choose a wise VoIP phone service that offers a reliable connection. 

The Fix: 

Reliable internet: Just like jittering, latency in audio can be resolved with a fast and stable internet network. Whether it’s your mobile phone or VoIP phone service software, a strong internet connection is essential. 

Give your local network a breather: A new router that supports faster internet can be ideal for clear inbound and outbound calls. Perhaps you can even reduce the number of users engaged in that local network, which will increase its bandwidth. 

The Importance of Prompt VoIP Troubleshooting 

With almost every common VoIP phone service issue listed, there’s one thing you might question: 

“Are these guys making a big deal out of troubleshooting VoIP?”

We wish we were. Today, VoIP is one of the most important technologies for your firm. It is solely responsible for enabling your mobile devices to facilitate video calls. With a plethora of phone features, such as masking caller ID or recording calls, your team can’t communicate with each other without VoIP. 

If not dealt with quickly, even the slightest VoIP phone service issues can create massive gaps in communication. This can further lead to customer dissatisfaction and missing important prospect/client calls. 

To help all small businesses tackle the daily headache of VoIP issues, we at Oppuous provide state-of-the-art mobility services. Choose from over 600 of the world’s most prominent VoIP phone service providers and ensure quick resolutions to every VoIP issue with Oppuous!