Troubleshooting Common VoIP Problems

It can be frustrating when an urgent call drops or sentences keep breaking up. While call technology like VoIP has revolutionized business communication, it still has its own set of problems. Research from Tech.co shows that more than 31% of companies employ VoIP systems for their communications, but 50% of them experienced call quality problems at one point or another.

Having a good understanding of VoIP systems and being able to resolve these problems can save you time, money, and hassle. The majority of setbacks from using VoIP in your business result from common problems. Many of which are easy to resolve, and you do not need costly maintenance or hardware replacement.

VoIP Problems and How to Fix Them

Jitter and Latency

These are common terms used to describe VoIP’s issues when the connection seems choppy or delayed. When packets of  voice data don’t show up in sequence or in a timely fashion, your call tends to lag a lot.

Jitter– Packets are received out of sequence, resulting in stuttering or distorted sound.

Latency– This is the delay between you speaking and the other person hearing you, for instance, lag over a distance.

These issues are common when your internet connection is poor. If your team is on video calls, streaming, downloading large files, or other resource-intensive internet activities, your VoIP calls may experience low quality or even disconnection.

How to fix jitter and latency:

• Prioritize VoIP traffic on your router using Quality of Service (QoS) settings.
• Limit bandwidth-heavy apps (like streaming or downloads) during calls.
• Upgrade your internet plan to support more simultaneous activity.
• Ensure remote teams or multiple offices have stable, fast internet connections.

Echo

When you’re on a call, hearing your own voice back can be distracting and makes conversation almost impossible. This is called an echo. Echo is typically caused by your microphone capturing the sound from your speakers and feeding it back through the call, creating a feedback loop.

Common causes include:

• Microphone and speakers placed too close together.
• Poor-quality audio hardware.
• Network issues causing delayed or looping audio packets.

Simple fixes to reduce echo:

• Use a good-quality headset instead of built-in mic and speakers.
• Enable echo cancellation features on your VoIP platform.
• Update your VoIP software and drivers regularly.
• Try different hardware if echo persists.
• Check network and latency issues as they can contribute to echo.

Call Drops and Poor Connection Quality

Few things kill professionalism faster than a dropped call or bad sound quality. Call drops are usually caused by weak or unstable internet connections, outdated VoIP software, or device conflicts.

Tips to improve call stability:

• Use a wired Ethernet connection whenever possible — it’s more stable than Wi-Fi.
• Ensure remote or mobile employees have strong internet and updated VoIP apps.
• Close bandwidth-hogging apps like video streaming, cloud backups, or big downloads during calls.
• Regularly update VoIP software and hardware.
• Consider switching providers if call drops continue despite fixes.

One-Way Audio

One-way audio means you can hear the other person, but they can’t hear you—or the other way around. It’s usually caused by misconfigured network or firewall settings blocking voice data.

Common causes:

• Firewalls blocking required VoIP ports and protocols.
• Router NAT (Network Address Translation) issues.
• Disabled or misconfigured SIP ALG (Application Layer Gateway) settings.

How to resolve one-way audio:

• Check your router’s NAT settings.
• Enable or disable SIP ALG (depending on your router model and provider advice).
• Get in touch with your VoIP support. They will guide you through the steps.

Voice Quality is Poor – Static/Distortion

Calls that sound robotic, crackly, or distorted can make communication difficult. Causes include network congestion, outdated hardware, or software glitches.

Factors affecting voice quality:

• Older IP phones or USB headsets may not support modern audio codecs.
• Packet loss due to unstable internet corrupts voice data.
• Software bugs or outdated VoIP apps.

What you can do:

• Upgrade to VoIP-certified phones and headsets for better audio.
• Monitor your internet speed and stability during calls.
• Update all software and firmware.
• Make sure all workers have the correct hardware and network setups.

How to Stay Ahead of VoIP Problems

The best way to avoid VoIP headaches is to know how to tackle them. Use this easy checklist to keep your calls smooth.

• Keep updating your VoIP software and hardware.
• Optimize network settings for VoIP traffic.
• Provide training to your team so that they know how to detect easy problems and resolve them.
• Use guides and all available resources to your advantage.

Getting infrastructure set properly from the get-go can save you a ton of troubleshooting.

Ready to Upgrade Your VoIP Experience?

VoIP is an effective communication tool, as long as it’s working properly. Having a good understanding of the common VoIP issues and how to resolve them can keep your business calls professional and clear.

If poor call quality is getting in the way of your team’s productivity, it may be time to consider a higher-quality VoIP solution like Elliman Technologies. If you need to maximize the benefits or start from scratch, connect with the best VoIP providers.

Learn how a proper VoIP service can enhance your communications, minimize downtime, and increase customer satisfaction. Call us today to set up a consultation and begin experiencing clear, problem-free calls.