Troubleshooting – WAN and Internet Connectivity issues

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WAN and Internet Connectivity Issues. 

Choppy voice, voice delays or echo, speed issues, one-way audio, number not found or busy signal.

Check your WAN connectivity and Internet speed using a PC:


1) Run an Internet speed test

Google “Speed Test” for an easy Internet speed test. For better performing the test, ensure you plug your computer in directly to the modem or router. Your speed will determine how many VoIP phone calls your Internet’ bandwidth can accept. Please consider 100Kbps per simultaneous call.

If you have a Business Class Internet, such as Dedicated Internet Access (DIA) with guaranteed bandwidth please consider disconnecting the whole network to do the speed test.


2) Test for packet loss

Packet loss occurs when packets of data do not reach their intended destination usually because of network congestion or network connectivity issues. VoIP calls are dependent upon data packet transmission.

Therefore, even a small amount of packet loss can result in VoIP communication issues.

To find out if you’re experiencing packet loss you’ll need to run a ping test.

To learn how to ping click here.

Other internet issues could be Latency or Jitter.

Latency is the measure of time it takes for information to be encoded and delivered to the intended destination. High latency is oftentimes referred to as lag. High latency causes the timing of VoIP conversations to be off. Words and phrases may overlap, causing users start talking over one another unintentionally. In video streaming and conferencing, videos move slowly or take long times to buffer.

Jitter is the variation in packet / information arrival time. High jitter, or high variation in delivery time, results in choppy voice calls or glitchy-sounding looking video quality for businesses using cloud-based phone systems. But, the impact of jitter doesn’t stop there. Jitter can affect applications that rely on very accurate timing, such as those in manufacturing or other automation-based industries.

If you are experiencing packet lost, latency or Jitter please contact you ISP to troubleshoot your Internet Connection.


3) Choppy Audio

Most of these issues are related to your bandwidth capacity. When users at home are surfing the internet with high-bandwidth services like video and audio streaming, it can be causing network disruption, slow service, and low call quality.

Check with your Internet provider. Run a speed test and check packet lost, jitter and latency. If your network is running slow, try this:

  • Reduce Network Congestion.  Stop high-capacity applications like YouTube, Netflix, and other streaming services temporally.
  • Prioritize QoS for VoIP –Check your router settings and make sure the Quality of Service (QoS) is set to prioritize VoIP service (Only on QoS capable routers).


4) Low-Quality Audio and Echoes During VoIP Calls

Check if the device is connected correctly and check the wires.

Check if other users at your office if they are having the same issue. Otherwise, check your network bandwidth and stability.

Check your Internet connection including Latency.

If you are using a wired Headset, unplug the cable and plug it back again. If you are using a Bluetooth Headset, disconnect the connection and connect it again.


5) Call Connects with No Sound or One-Way Audio.

Check your Firewall settings. You may need to open ports as it might not be allowing flowing SIP traffic to pass. You can also disable any SIP ALG in the Firewall Settings of your ISP modem. Otherwise contact your IT department to get more help.

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