This article provides tips and information on common problems that affect hosted phone performance and how to troubleshoot those issues.

Poor Audio

Choppy calls include brief silences in the middle of the person speaking on the other side of the call, creating a stuttering sound. Due to internet congestion, choppy audio often indicates that you lack adequate bandwidth. There could also be an application running on your network that uses a lot of bandwidth. Try the below troubleshooting steps for poor audio:

• Other Network Computers
  If possible, try turning off other computers connected to your network.
• File Streaming & High Bandwidth Applications
  Some applications use a lot of bandwidth, especially file-streaming apps. Try closing applications like Netflix, Spotify, YouTube, etc.
• Router Configuration
  If this issue is ongoing, check your router settings and ensure you have applied all the changes advised in the network readiness guide.
• Bandwidth Limitations
  Check your connection speed. If your wired internet speeds are consistently lower than your paid subscription, you may need to contact your Internet Service Provider (ISP).
• Malware or Spyware
  Run a test for malware and/or spyware.

Echos and Audio Delays

Audio delay is a noticeable delay from when someone talks to when they are heard. When there is an echo, you'll either hear your own voice or the caller's voice come back through the call audio. Both of these issues are often easy to fix. Try these troubleshooting solutions:

• Acoustic Interference From Phone Earpiece
  Echo could result from acoustic properties caused by your earpiece being too loud. To see if this is the issue, cover the mouthpiece/microphone and see if the echo stops. If the echoing is resolved, turn down the volume of your earpiece/speakers.
• Electromagnetic Interference Affecting Hardware
  Echos can also result from electromagnetic interference created when your phone hardware is too close to other electrical devices. To eliminate this possibility, make sure your phone, computer, power strip, and router are far apart.
• Your Internet Service Provider
  Your ISP could be experiencing network issues that affect signal quality. Delays and echoes are often caused when the ping measurement is consistently greater than 50 milliseconds (ms). Try doing a speed test to check your ping time.
• Bad Equipment
  Old or defective equipment can create impedance fluctuations that create echoes. If you are using a headset, try using the phone's handset. If you are on a cordless phone, try a corded one. If you are on a corded phone, try a different cord or headset. Check the cabling to be sure it is not wet or damaged. Try using a new phone and replacing any old phones if necessary.

Crackling Audio or Jitter

Crackly static or jittery calls can have many of the same causes as echoes and delays. Potential reasons are that you may not have enough bandwidth, there may be electromagnetic interference, or your equipment could be damaged. Try the below troubleshooting solutions for crackly or jittering calls:

• Router Configuration
  Especially if this issue is ongoing, check your router settings and ensure you have applied all the changes advised in the network readiness guide.
• Electromagnetic Interference
  Electromagnetic interference happens when your phone hardware is too close to other electrical devices. To eliminate this possibility, make sure your phone, computer, power strip, and router are far apart.
• Bad Phone Power Supply
  If another phone of the same make and model is nearby, try substituting that phone's power supply for yours. A faulty power supply could cause crackling or jitter during calls.
• Bandwidth Limitations
  Check your connection speed. If your wired internet speeds are consistently lower than your paid subscription, you may need to contact your Internet Service Provider (ISP).
• Damaged Cabling
  Check your phone's cabling to ensure it is not wet or damaged.

Fluctuating Call Quality

Inconsistency in call quality can result from high demand on your office's network. You can experience great voice quality on one call and have another call suffer many issues. Try the below troubleshooting solutions for inconsistent call quality:

• High Bandwidth Applications
  Check your other open applications and close any that are unnecessary, especially those that utilize significant bandwidth, such as Netflix, Spotify, YouTube, etc.
• Insufficient Bandwidth
  The phone system may not provide sufficient bandwidth if call quality is inconsistent during peak business hours. You may need to contact your ISP about troubleshooting and possibly upgrading your package.
• Router Settings
  If you have sufficient bandwidth, and this issue is ongoing, check your router settings and ensure you have applied all the changes advised in the network readiness guide.

Frequently Dropped Calls

If your calls are often dropped, your office network may be overloaded, or you may have faulty equipment. Try the below troubleshooting solutions for dropped calls:

• Bandwidth Limitations
  If you notice that your calls are often dropped during your office's busy times, there may not be sufficient bandwidth for the phone system. You may need to contact your ISP about troubleshooting and possibly upgrading your package.
• Router Settings
  Check your router settings and ensure you have applied all the changes advised in the network readiness guide.
• Defective Phone
  If another phone is available, try using that instead to see if your calls improve.

Problematic Routers

Sometimes issues with your phone system can all be traced back to an old, defective, or improperly configured router. If you're having issues with your phone system, consider trying one of the below troubleshooting solutions for your router:

• Router Configuration
  Check your router settings and ensure you have applied all the changes advised in the network readiness guide.
• Defective or Inadequate Router
  Older routers can cause transmission problems. An older router may need to be replaced to support your phone system properly. Some routers are only capable of supporting smaller offices with fewer employees. Check with the manufacturer of your router to determine if it can support the number of users and network traffic you require. We have compiled a router compatibility list of known models and possible solutions to known issues.

Bandwidth Issues

Bandwidth can be the root of many of the most common phone problems. If you're experiencing issues with your phone system, monitoring your bandwidth regularly is helpful; there are many free and paid tools online that will allow you to track your bandwidth over time. Testing your Internet speed can help you to determine if you need to upgrade your service or identify high network traffic in your office. When experiencing bandwidth issues, try the following troubleshooting steps:

• Office Network Problems
  If possible, try connecting directly to your router rather than through the wireless network to see if that makes a difference. Several devices in your network, like network switches, could be causing a problem.
• Bandwidth Hogging Applications
  File streaming services like Netflix or YouTube can hog your internet bandwidth, especially if they are streaming high-definition videos. Identify applications that could be sending/receiving a lot of data over your network. Close any potential bandwidth-hogging applications and check if your problem is resolved.
• Upgrade Internet Service
  To correct issues related to bandwidth limits, you must speak with your internet service provider to upgrade your speed. This could improve your office's productivity with several technologies, not just your phone system.

Internet Service Provider

If you are experiencing frequent issues that do not seem to be reduced by any of the above troubleshooting tips, the problem may lie with your internet service provider. Your ISP may have periods of high latency in their connection. Some ISPs send your data over a shared-bandwidth model instead of a direct-bandwidth model network. ISPs may not be using the correct protocols or don't have them configured properly; many ISP modem/router combos don't allow access to configure the administrative settings required to ensure a smooth experience.