Why Are My VoIP Calls Cutting Out?

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In this post we cover a VoIP related Q&A from a client.

My VoIP Connection Is No Longer Stable. My ISP Says It's Not Their Fault.

Dear Adam,

We're having problems with our VoIP calls cutting out.  The phone system connection is not stable, clear or reliable anymore.  Our VoIP calls are choppy. This started in the last few weeks after we hired a few new employees.  I've been on the phone with our internet service provider for half an hour today, and also for some time last week, and they say the problem is not theirs. I don't know what to do but we can't work like this. Can you help?

Signed,
Choppy Caller


Dear Choppy Caller,

Re: VoIP Calls Cutting Out

internet pipe size concept depicted by straws of various widthNo, the problem is not theirs. The problem is that of throughput.

Think of it like this. You have to drain your pool. So you transfer the water from one vessel to another (from the pool to the sewer in the street.) You do this through a garden hose. It drains reasonably for the job.  Now imagine that you try to drain your pool through a drinking straw. How much slower would that be?

The water in your pool is like your voice data, and you are trying to send that data to another vessel, the VoIP provider.

The hose you are using is your internet connection, and in your case, it is a drinking straw, because you are using a light internet package.

The more staff you hire, the more voice data they have to send and receive through a drinking straw, and that means slow throughput resulting in choppy calls.

We need to upgrade your drinking straw to a hose so that the water (voice data) drains faster (better throughput) and the calls are clear.

Quality Of Service Programming for VoIP

In addition to a bigger pipe for internet, you also have to configure your network to successfully manage your voice and data traffic.

Every email sent, internet browser tab opened, music or video stream played, and phone call made compete for internet bandwidth.

Without a referee in place, you get chaos- and choppy VoIP calls.

Your IT support company will help you configure your network switches to prioritize and route the competition on your network so you can have clear calls without slowing down the rest of your team.

This type of network setup is common for mid sized business.

Often though, small businesses start out with the modem or router their internet service provider gave them. Over time, as they grow, they start having serious WiFi, internet and VoIP issues.

Multiple calls to the ISP result is little to no improvement.

The reason is, it' s not an internet issue. It's a networking issue.

You can have the fastest internet available and still have VoIP issues if you don't have Quality Of Service Programming in place.

Your ISP can't help you with anything other than delivering the internet service promised. Beyond that, anything connected to your internet becomes the responsibility of your IT support company.

Talk to your IT team today about a network upgrade to support your growing business.


TUCU offers business VoIP installation services in Toronto, as well as a full range of IT support services.  Please contact us for more information.  We're here to help.

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