Diagnosing Common VoIP Phone Issues

A woman raises two thumbs up, after successfully fixing her VoIP phone issues.

The way in which Voice-over Internet Protocol allows you to use Wi-Fi to power your phone system is a superb way to streamline your business communications. With the Internet playing a more prominent role in the world every single day, it now makes sense that we would utilize this technology. Not only does it save money, but it also reduces the need for equipment and regular maintenance as well as bringing numerous other benefits to the table. However, it isn’t perfect by any stretch of the imagination. Sometimes, things will go wrong. But we’ve compiled a list of the most common VoIP phone issues here and their solutions.

The Most Common VoIP Phone Issues: Causes and Solutions


Firstly, the word ‘latency’ describes a delay of some sort, and there are three ways this can occur: handling delays come from the device’s forwarding data, queuing delays are caused by congestion in outbound interference thus causing queued packets, and the third type is a propagation delay. With this final example, users typically experience latency with long-distance calls, because the electrons have a much longer distance to travel over the copper wire or fiber.

As a solution, we recommend a business class router or even an Edge device designed to handle all VoIP traffic. Nowadays, the market offers specialized VoIP routers, and these have been made for businesses, so VoIP traffic is prioritized. In addition to fixing latency, this will also contribute to resolving the next issue.


Of all the VoIP phone issues, jitter is perhaps the most common, and it can leave some people feeling a little frustrated. Since all information is divided into ‘packets,’ there can be very different paths taken from one packet to the next. Ultimately, this means that the packets can arrive in a different order to the one sent which leads to scrambled audio and difficulty hearing the other person speaking.

Although a little confusing at first, it’s a problem that can be fixed with jitter buffers. With a jitter buffer installed, arriving packets will be stored temporarily, and this removes all delay variations. Whenever the packets arrive too late, they get discarded. In simple terms, you shouldn’t have any more issues with the audio, and your conversations will be stronger than ever.

A tech support team sits around a conference table, helping users diagnose and fix their VoIP phone issues.

Experiencing VoIP phone issues can be frustrating, so we’ve compiled a list of the most common problems that users come across, as well as their causes and solutions.


Common VoIP phone issues include echoing, caused by faulty equipment, acoustics, and electromagnetic interference. For example, acoustic echo typically occurs within the earpiece of your phone as well as the mouthpiece. Sometimes, it could be a simple issue such as having the volume too loud.

With electromagnetic echoing, this can be when the VoIP hardware is too close to one another. With poor-quality equipment, this will cause ‘bounce back, ’ and it will make the conversations almost impossible to carry out.

Regarding finding a solution, it depends on the particular problem you’re experiencing. For example, you should be able to tell whether you need to turn the volume down by covering the mouthpiece and seeing if the echo disappears. Next up, you could try to move the computer monitor away from the router (or vice versa), disconnect the splitters and caller ID, check all wiring in the system, use a corded device as a test.  If none of the above fixes the problem, invest in higher-quality equipment.

Poor Internet Connection

If you’ve had the same internet connection for an extended period, with no upgrades, you might find you have a lack of bandwidth, QoS shaping, and overall speed to handle VoIP calls. As before, we advise moving onto a router designed for business use. Although you might have to pay the initial fee, you should treat it as an investment because it will improve the quality of your VoIP service thus making your business more efficient.

Improper Configuration

With VoIP not even celebrating its 10th birthday just yet, you must remember that this technology needs modern infrastructure to work properly. If you’re trying to run the whole system on old equipment and an old internet connection, you aren’t going to see the results you desire.

Improper Maintenance

Without support, problems can arise, and they often get more expensive the longer they go unnoticed (especially with hardware). If you want to stay on top of fixing your VoIP phone issues, we recommend getting in touch with a service provider who can look out for your best needs and have all problems fixed. Even if you experience the common issues such as jitter and latency, these services can assess your position and advise you on the most cost-effective solution so that you won’t experience the problem again!

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