The VoIPVoIP Frequently Asked Questions (FAQs) provide extensive information about our service. In this section you can find answers to most of the questions other members have had about VoIPVoIP service.
In general, "choppy" calls are the result of latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".
Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.
• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.
• Try the solutions as described in "Voice Quality Issues"
Static (buzzing) on your line are produced from analog equipment in your phone system (your phone and phone cable). When the phone adapter receives the sound data, it digitizes the data and eliminates the possibility of producing static or buzzing. Try using a different phone or replacing the phone cable and test if that resolves the issue.
Echo is due to possible latency on your Internet connection causing delayed playback of your voice. It is not uncommon for echo to be present with traditional phone calling as well, but the latency is so slight the echo probably will go unnoticed.
Possible causes of echo are:
• Poor quality telephone or phone cables (possibly on the far end of the call)
• Feedback between the phone's speaker and microphone
If you are hearing significant echo on a call:
• Try to call back the number and see if the echo persists.
• Ask if the person you are talking with can use a different phone.
• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.
• Try the solutions as described in "Voice Quality Issues"
A fast busy signal can mean that your Phone Adapter needs to be rebooted.
• Reboot your equipment as described in "Rebooting Your Equipment."
• If it doesn't work, try the solutions as described in "Calling Issues with Firewall/Router"
In general, "dropped" calls are the result of a severe latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".
Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.
• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.
• Try the solutions as described in "Voice Quality Issues"
If you do not hear a dial tone, please check the following:
• Make sure the telephone and VoIP telephone adapter are plugged in
• Disconnect and re-connect the telephone cable
• Make sure your telephone is set to ring (not set to pulse) If the above items have been checked, it is possible your phone adapter needs to be rebooted.
• Reboot your equipment as described in "Rebooting Your Equipment."
• If this doesn't work, try the solutions as described in "Calling Issues with Firewall/Router"
Your Phone Adapter needs to register with our proxy server in order to receive inbound calls. If the Phone Adapter can't register, the VoIPVoIP server can't route calls to the device.
Some reasons why your phone adapter may not be able to register with VoIPVoIP servers:
• Possible power outage
• Telephone and VoIPVoIP Adapter may not be plugged in
• Internet connectivity has been lost
• Router/firewall options have blocked VoIPVoIP traffic
Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter.
• Reboot your equipment as described in "Rebooting Your Equipment."
If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIPVoIP service because of firewall issues.
• Try the solutions as described in "Calling Issues with Firewall/Router"
Your Phone Adapter needs to register with our proxy server in order to receive inbound calls or make calls. If the Phone Adapter can't register, the VoIPVoIP server can't route calls from the device.
Some reasons why your phone adapter may not be able to register with VoIPVoIP servers:
• Possible power outage
• Telephone and VoIPVoIP Adapter may not be plugged in
• Internet connectivity has been lost
• Router/firewall options have blocked VoIPVoIP traffic
Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter.
• Reboot your equipment as described in "Rebooting Your Equipment."
If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIPVoIP service because of firewall issues.
• Try the solutions as described in "Calling Issues with Firewall/Router"
Your Account Portal will note any known issues in the Help Desk section.
