Your voice service uses your existing local network and Internet connection to transmit your calls and faxes. The calls and faxes are broken into small data components called packets. When these packets are delayed, corrupted or lost, this causes call quality problems and faxes to fail. Below you will find the most common issues and causes.

Common Issues and Causes

Basic Troubleshooting

Common Issue Symptoms

Most Common Causes

  • Audio cutting in and out
  • Hearing every other word
  • Robotic sound
  • Sounds like you're in a tunnel
  • Delayed audio - Talking over one another
  • One-way audio during the middle of calls
  1. Your Internet bandwidth is being maxed our by your computers and other devices on your network, causing there to not be enough for the phones
  2. Wirelessly connected phones are experiencing wireless interference
  3. A local network issue called a Broadcast Storm, caused by a miswired/looped network cable or a device flooding the network
  4. Internet Service Provider (ISP) poor line condition
  5. An underlying carrier issue
  • Dropped calls
  • Audio temporarily drops out but comes back
  1. An issue on your local network called a DHCP Race Condition - also known as Conflicting DHCP Servers
  2. Wirelessly connected phones are experiencing wireless interference
  3. ISP connection drops for very brief to longer periods of time
  4. An underlying carrier issue
  • Picking up a call and just hearing dead air
  • One-wy audio at the very start of calls
  1. A setting called SIP ALG that's enabled on your modem/router(s) or firewall(s)
  2. Wirelessly connected phones are experiencing wireless interference
  3. ISP poor line condition
  • Echo/Feedback: your voice plays back to you immediately after speaking
  1. Local environment interference - phones too close to other electronic devices like PCs, microwaves, cell phones, routers
  2. Defective phone handset or headset if just affecting 1 or a few phones
  3. Your Internet bandwidth is being maxed out by your computers and other devices on your network, causing there to not be enough for the phones
  4. An underlying carrier issue
  • Static
  • Background Noise
  • Buzzing
  1. Defective phone handset or headset if just affecting 1 or a few phones
  2. Local environment interference - phones too close to other electronic devices, like PCs, microwaves, cell phones, routers
  3. Faulty phone power adapter
  4. ISP poor line condition
  • Faxes failing inbound, outbound or both
  • Distorted faxes
  • Missing fax pages
  • Blank fax pages
  • Lines across fax pages
  1. Settings on your fax machine that need to be changed - Error Correction Mode (EMC) needs to be disabled and the Transmission Speed (Baud Rate) needs to be set to 9600Kbps
  2. Your Internet bandwidth is being maxed out by your computers and other devices on your network, causing there to not be enough bandwidth to send/receive faxes
  3. ISP poor line condition
  4. An underlying carrier issue

Basic Troubleshooting

  • Verify if you are  unable to load webpages or the internet connection is sluggish on your computers. Contact your Internet Serivce Provider to resolve the Internet connection problems.
  • See our recommendations here: Full Router & Gateway List By Make/Model. In this article you will find a list of the routers and recommended settings for most common devices. 
  • Run Bandwidth tests:
  • If you suspect a broken handset or headset, try using a speakerphone or another handset instead.
  • Contact support providing information (like the date, time, and extension the call dropped at, or which phone had poor audio quality) about where the issues are coming from. This information would assist us in quickly resolving the problem.