2 common VoIP calling issues, & 5 possible solutions

15th April 2019

If you have invested in a new VoIP phone system and you have been left frustrated with poor call quality the chances are it is down to Jitter or Latency. Here we detail what this means, and give some suggestions on how quality can be improved.  Providing a quality service is as important as recommending the right solution.

As Business Communications Experts Connexis can be relied upon to ensure customers don’t face these issues.


A simplified explanation is network congestion causes voice packets to be sent in a random way which makes your conversation unintelligible. 


Latency or lag is the time taken for a task to complete. It is impossible to make a call that is instantly received so there will always be a slight lag.  Lag can be too long which adversely affects VoIP call quality.


While Jitter and Latency are different, they result from much the same issues which affect call quality:

  • Bandwidth limitations:  Slow internet connectivity, or congested bandwidth
  • Hardware capability:  Inadequate or damaged modems, routers, switches, Wi-Fi access points and cables.
  • Network configuration: mistakes in configuration (for example duplicating IP addresses or firewalls blocking ports)
  • Poor Wi-Fi:  Drop out more likely within a poorly designed Wi-Fi network
  • Distance between callers


  1. Internet Connectivity

Improving your internet connectivity will help to improve your VoIP experience.  If you have adequate speeds already it could be a question of managing what can access bandwidth when.  For example, if you have an employee using YouTube this could use up a lot of your bandwidth.  Setting policies to prioritise VoIP or restricting use of non-essential applications will ensure call quality is protected.

If you have slow ADSL Broadband connectivity, upgrading to fibre Broadband or leased lines will help to improve call quality.  If your budgets are restricted, installing a second ADSL broadband line just for your VoIP will protect call quality.

  1. Hardware

Some hardware won’t be capable of delivering quality VoIP and will need to be replaced – an old or basic router for example.  Upgrading hardware to latest versions can help improve quality, but if it doesn’t you may need to replace some hardware.   It could simply be a question of changing a CAT5 cable to CAT6 cable.

  1. Network Configuration

VoIP works best when the network has been correctly configured.  A good first step is an audit of current settings followed by applying best practice.  Additional configuration like Quality of Service (QoS) cab be applied to help you manage call quality and priorities,

  1. Wi-Fi

A well mapped Wi-Fi network supported by quality access points and good internet connectivity will improve call quality over the wireless network.

  1. A Jitter Buffer

A jitter-buffer can solve issues as it stores packets in the correct order before sending them out to ensure that they are received correctly. It is important you get expert advice.

And, finally if you use headphones, make sure thay are decent ones.

Business Phone Systems are often acquired and forgotten about.  When installing a VoIP phone solutions you will want to be sure it delivers the service you need it too.  Speaking to experts can save you time and money.  Connexis Limited based in Telford  has more than 20 years delivering business communcations best practice. If you are looking to install VoIP or have it with problems goive us a call on 01952 528000 



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