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The Top Seven Common VoIP Problems and their Resolutions

Updated: Nov 6, 2022

VOIP telephone set on top of jumble of cables.

VoIP, or Voice over Internet Protocol, is a technology that enables you to place voice calls through a broadband Internet connection as opposed to an ordinary phone line. All information is divided into manageable bits before the phone call even begins. They are known as voice packets. The data transfer is as efficient as it can be because each packet is routed separately on various routes in just milliseconds. The data packets are rejoined after they have all reached their destination.

Numerous businesses have adopted VoIP solutions as part of their transition to an integrated communications strategy. The justification typically mentions the financial advantages of toll-free long-distance and international calling, which drastically lower costs, enhance client relations, and boost performance and productivity at work.

However, issues may develop progressively if the VoIP solution is not effectively built and handled. The following are some of the most typical issues and how to resolve them:


Physical connections via Ethernet cabling are necessary for VoIP solutions. WiFi is more prevalent but is typically only utilized by mobile personnel on a smart device.

Examine the physical connections at the user's handset, wall-point, and switch if they are experiencing issues. Verify the cable in use to make sure it meets the minimum requirements for VoIP, which is Cat5e.

Switches and Routers

Switches and routers must be set up to handle VoIP. An incorrect configuration can cause a variety of issues, including inferior call quality, no dial tone, and full VoIP failure.

The switch itself probably has a problem if every handset linked to a certain switch is experiencing issues. Examine it, and if required, replace the switch. The configuration of a switch may occasionally be impacted by a software or firmware update, for example. Switch port configurations should also be checked. VLAN support requires ports on the majority of VoIP systems.

Misconfigured routers can also lead to issues, especially if they are not up to date with specifications. The most recent VoIP software may not work perfectly with an older router, which could lead to completion and quality issues while not completely shutting off the VoIP systems.

Restarting a switch or a router could resolve any temporary issues, but there is no assurance.

Network Addressing

An IP address is required for handsets, including SIP devices, to receive and make calls. In some systems, this has to be an established address rather than a DHCP-prescribed one. Duplicate network addresses may be formed if DHCP is utilized elsewhere in the network and if the VoIP address range is not categorically excluded.


Bandwidth is the spectrum of frequencies within a given band, especially the one used for signal transmission. A successful VoIP performance depends on sufficient bandwidth. Ensure there isn't a persistently excessive network jam; this is covered in greater detail under "Quality of Service." If the issue recurs, find out which service or program uses a lot of bandwidth when it does.

Your regular network administration duties should include bandwidth monitoring so that bandwidth problems can be rapidly discovered and resolved.

Remember, though, that later on, perhaps at your ISP, a network problem may be brought on by circumstances beyond your control.

Service Quality

Quality of Service is the umbrella term used to describe a variety of VoIP problems. Typically, these come down to providing enough bandwidth for VoIP and properly configuring the network gear and software to enable VoIP in the right way.

Desktop Problems

Handset Issues


The most frequent problem with VoIP is Echo. Frequently, this occurs as a result of an excessively loud cell phone volume that drowns out the mouthpiece and that picks up incoming calls through the earpiece and transmits them again. This causes voices to repeat during phone calls at different rates of repetition and loudness, making it challenging to understand what is being said.

The simple solution is to reduce the handset volume on one or both ends. Using a headset is an alternative solution. However, as headsets can be worn for extended periods of time, they can also cause additional problems, usually of an appropriate nature. Another option is to check the internet connection. Run an internet speed test to check the available bandwidth to ensure the level of bandwidth is enough.


The problem that seems to exist could be caused by improper training of the user. It's common to reduce training expenses by claiming that "It's just a phone." To understand the full spectrum of advantages, a VoIP system is more than "Just a phone" and requires thorough training.

These are the other common problems related to handsets:

Dropped Calls

An abrupt call termination without possible cause is a common occurrence.

Sound Quality


This is what users refer to as "breaking apart." Each caller mispronounces entire words or sentences, making it usually unworkable to carry on a conversation.


A delay is when there is too much time between the caller speaking and the words being heard. Typically, delays occur when packets take a while to arrive at their destination.

VoIP is commonly explained as the process of converting analogue voice information into digital network packets that are then transmitted to the recipient in the same manner as all other data packets. To make sure that what is sent can be heard and understood on the other end, VoIP packets must appear in the same structure as they were sent and with the smallest amount of delay when unable to do this, resulting in stuttering and muddled speech, and perhaps the inability to carry on a conversation at all. This is where QoS plays a role.

Different priority levels are given to various traffic kinds through the process of quality of service (QoS). VoIP traffic often has a higher priority than other types of traffic. Most routers will be able to do this, and the majority of desktop phones have a tiny buffer to allow packets to be arranged in the right order.

Make sure QoS is properly established by reviewing your router's setup. When other applications are upgraded or implemented, certain configurations might be altered.

Mobile Issues

SIP technology is rapidly being used by mobile users to make smart devices work like desktop handsets. They can only connect to the VoIP network over WiFi because they are mobile. Voice and real-time apps are not intended for WiFi, and WiFi coverage might be patchy. Both are detrimental to a high-quality VoIP service.

Need help setting up a VoIP phone system for your business?

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Whatever your business telephone needs, Simplyfree can supply the equipment, system and support. As one of New Zealand’s leading and most mature VOIP Network providers, Simplyfree is confident that its phone systems and solutions will improve your business.

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