How to resolve VoIP call quality issues including jitter, echo, and dropped calls on your Brisbane business network

Network & Internet KB-788

Summary

This guide helps you troubleshoot and resolve: How to resolve VoIP call quality issues including jitter, echo, and dropped calls on your Brisbane business network. Follow the steps below to fix the issue.

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Common Causes

Voice over IP (VoIP) relies on a stable internet connection to transmit clear audio. When your Brisbane business network experiences congestion, latency, or packet loss, you may notice symptoms such as choppy speech, echo, robotic voices, or calls dropping entirely. This guide walks you through practical steps to identify and resolve common VoIP call quality issues on your local network.

Quick Fix Steps

Restart your VoIP phone, modem, and router. Power each device off, wait 30 seconds, then power them back on.
Check that no large downloads, cloud backups, or video streaming are running on the network during calls.
If you are using Wi-Fi, move closer to the access point or switch to a wired Ethernet connection.
Test a call on a different device to determine if the issue is isolated to one handset or affects the whole network.

Detailed Instructions

1. Prioritise VoIP traffic with QoS

Quality of Service (QoS) settings on your router can prioritise voice traffic over other data, reducing jitter and dropped calls during busy periods.

Connect a computer to your router via Ethernet cable.
Open a web browser and enter your router's gateway address (commonly 192.168.1.1 or 192.168.0.1).
Log in using your administrator credentials. If you have not changed them, check the sticker on the router or your setup documentation from 220 Internet Services.
Navigate to the QoS, Traffic Prioritisation, or Gaming & Applications section.
Create a rule to prioritise your VoIP phone's MAC address or the SIP/UDP ports used by your provider (typically ports 5060 and 10000–20000).
Save the settings and reboot the router.

If you are unsure of your router's admin login or QoS options, contact the router manufacturer or check the device manual. 220 Internet Services can assist with managed router configuration if your hardware is supplied by us.

2. Reduce network congestion

Large file transfers, automatic cloud backups, and high-definition streaming can saturate your upload bandwidth, causing voice packets to be delayed or dropped.

Schedule large backups and system updates outside of business hours.
Pause cloud synchronisation services (such as OneDrive, Google Drive, or Dropbox) during important calls.
Limit video streaming on guest Wi-Fi networks during peak call times.
If your business shares a single internet connection between phones and computers, consider separating VoIP traffic onto its own VLAN or using a dedicated business-grade connection.

3. Optimise Wi-Fi for VoIP

Wireless interference and weak signal strength are common causes of echo and jitter.

Connect your VoIP phone directly to the router with an Ethernet cable where possible.
If Wi-Fi is necessary, ensure the phone connects to the 5 GHz band rather than 2.4 GHz to reduce interference from microwaves and Bluetooth devices.
Position your wireless access point centrally and away from thick walls, metal shelving, and other electronics.
For help connecting devices to your wireless network, see How to connect to Wi-Fi.

4. Check your hardware and cabling

Faulty network cables or ageing hardware can introduce packet loss and audio distortion.

Inspect Ethernet cables for damage and replace any that are frayed or kinked.
Use Cat5e or Cat6 cabling for VoIP devices.
Ensure your VoIP phone firmware is up to date. Check the manufacturer's support website or the phone's Settings > System Update menu.
If you use a headset, try a different headset to rule out hardware echo or microphone issues.

Troubleshooting

Echo on calls

Lower the speaker volume on the affected phone to prevent audio looping back into the microphone.
Use a headset instead of hands-free speaker mode.
Check that acoustic echo cancellation is enabled in the phone's audio settings.

Jitter or choppy audio

Run a speed test during a quiet period and again during a call. Significant upload speed drops indicate congestion.
Enable QoS on your router as described above.
Connect the phone via Ethernet rather than Wi-Fi.

Dropped calls

Power-cycle your modem and router.
Check for firmware updates on your networking equipment.
If drops happen at the same time daily, investigate scheduled tasks such as backups or antivirus scans that may saturate the connection.

Avoid making changes to your router's advanced firewall or port forwarding rules unless you are confident in the configuration. Incorrect changes can interrupt your internet connection and VoIP service.

If you have completed these steps and call quality issues persist, there may be an issue with your internet service or VoIP provider. Open a Ticket with 220 Internet Services so our Brisbane support team can investigate your line and network configuration.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

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