Troubleshooting Call Quality Issues

Reboot your router

By far the most common fix, sometimes a router reboot is all that's needed to resolve call quality issues.

Check your router's Firewall settings

Ensure your router's firewall is not blocking SIP Traffic (port 5060) or communication with your registration server. You may want to add a rule that allows all traffic between your router and our VoIP platform. 

Our VoIP platform:

The firewall MUST permit:

Check your router's ALG settings

Ensure SIP ALG is disabled and consider disabling any other ALGs if the issue persists.

Check your hardware

If you're using a desk phone, make sure the hardware is working correctly. If you are experiencing crackly audio, it could be a faulty handset or curly cable. You may even have a faulty ethernet cable. If available, we recommend swapping out potentially faulty parts with known working parts from a colleague's phone or spares. 

Check your internet usage

You may be maxing out your internet connection using other services (i.e. streaming, data back ups, downloads). Contact your ISP or check your router traffic logs. If you are maxing out your connection we recommend setting up Bandwidth Limits or Quality of Service on your router to reserve a portion of your bandwidth for your voice devices. 

Phone Settings

Make sure your phone's settings have been provisioned or checked by Packnet. Incorrect codecs for example can cause audio problems.