Poor VoIP Call Quality (Choppy, Echo, Dropouts)

Category: VoIP & Phones · Audience: Customers & Technicians · Est. time: 10–25 min

Summary

VoIP call quality problems — robotic/choppy audio, echo, one‑way audio, or dropped calls — are almost always the network (bandwidth, Wi‑Fi, or lack of prioritisation), not the phone.

Symptoms

• Audio is choppy/robotic or cuts in and out
• Echo or delay
• One‑way audio (one side can't hear)
• Calls drop partway through

Quick checks

1. Wired vs Wi‑Fi. Wi‑Fi is the #1 cause of choppy calls. If possible, use a wired connection or a wired desk phone. On Wi‑Fi, move closer to the AP.
2. What else is using the internet? Large uploads/downloads, backups, or video streaming during a call starve VoIP of bandwidth. Pause big transfers and retest.
3. Headset test. Echo often comes from speakerphone or a poor headset — use a proper headset and lower the speaker volume.
4. One phone or all? If everyone has bad calls at the same times, it's the internet link/network; if it's one person/phone, it's local (their Wi‑Fi/headset/cable).

Network causes (Technician)

1. Bandwidth / congestion. Check the internet link isn't saturated during business hours. Each call needs ~100 kbps up and down, but it's very sensitive to jitter and packet loss.
2. QoS / prioritisation. VoIP should be prioritised on the firewall/switches so it isn't crowded out by data. If QoS isn't configured, calls degrade under load — a BBN task on the Sophos/UniFi gear.
3. Jitter / packet loss. Test with the provider's tools or a VoIP test. Consistent loss points to the WAN link or Wi‑Fi.
4. Double NAT / SIP ALG. A misbehaving router SIP ALG setting causes one‑way audio and drops — disabling it often helps (technician).
5. Wi‑Fi roaming. Phones/softphones that roam between APs can drop mid‑call — wired handsets avoid this.

If that doesn't work

• Capture when it happens (busy periods?), who (one vs all), and wired vs Wi‑Fi.
• Escalate to BBN Support — persistent quality issues usually need QoS on the network and/or an internet‑link review.

Prevention

• Wire desk phones where possible, prioritise VoIP with QoS, and ensure the internet link has enough headroom for the number of concurrent calls.