How to Troubleshoot a VoIP Phone

Multiple components must be checked when troubleshooting VoIP.

Your VoIP service (Voice over Internet Protocol) can be a cost effective alternative to using a landline or cell phone. Unfortunately, you may have connection issues that will prevent you from having a quality phone call with your recipient. There are multiple components that comprise the use of a VoIP phone, therefore multiple tests may be necessary to find the cause of troubles you may be having with your VoIP phone or service.

Instructions

1. Reboot and reset your entire network. Shut down your computer and unplug your router, DSL or cable modem and VoIP adapter from the wall outlet for 60 seconds.

2. Restart your computer. Plug your router and modem back into the wall outlet. Plug your VoIP router back into the wall outlet. Make a test call to see if you are still encountering issues.

3. Check your router to determine if there any firmware updates necessary. Visit the website of your router's manufacturer. Click on the option for support and documentation. Input the model number and name of your router (model number is usually located under the device). Download the latest firmware for the router.

4. Conduct a ping test on your network. If you are experiencing packet or data loss, it may cause lag in your VoIP service as well as your Internet connection. A ping test measures the lag between your computer and Internet service providers server you are accessing. Using your computer access the start menu type "run" and type "cmd" and press "Enter." Type "ping 209.209.155.1."

5. Look for 100 millisecond average or lower. Anything over 100ms means you are having issues with your Internet service provider. Contact the technical support department to see if there have been any issues.

6. Conduct a speed test of your current Internet connection. The faster your Internet connection speed the better your VoIP phone quality. Visit sites like Speedtest.net to determine how fast your Internet connection speed is. Contact your Internet service provider if the speed you are paying for is slower than the speed you are currently experiencing.

7. Check your telephone equipment to see if there are any issues. If you are using a cordless phone, place it as far away from your wireless router as possible. The cordless phone can interfere with a wireless signal which can cause dropped calls and low quality.

References

• Zdnet: How to Troubleshoot Your Voip Phone Setup
• M Connect Inc: VoIP Phone Troubleshooting Guide