Resolving call issues on IP phones for bOnline VoIP systems

Modified on Fri, 17 Apr at 8:11 AM

If your phone calls sound crackly, distorted, or have interference, the problem is usually related to the handset, cabling, or internet connection. Follow these steps to resolve common call quality issues.

Please note: VoIP call quality depends on a stable internet line and properly connected equipment.

Step 1 – Check the Handset and Cables

Here are the things to check first:

Secure connections: make sure the handset cable is firmly connected to the phone base.
Router LAN cable: connect your router’s LAN cable to the IP phone’s Internet port.
Curly cord: ensure the curly cord is plugged into the correct handset port.
Replace faulty cables: if crackling stops after swapping cables, the old one was faulty.

Step 2 – Restart Your Phone and Router

Here are the steps to restart correctly:

Turn off: your IP phone.
Turn off: your internet router.
Wait: 30 seconds.
Turn on router first: let it reconnect fully.
Turn on phone: test calls again.

Step 3 – Check Your Internet Connection

Here are the things to keep in mind:

Avoid heavy use: don’t stream or download during calls.
Use Ethernet: connect directly instead of WiFi.
Stable line: ensure your internet is steady.

Step 4 – Check if the Issue Affects One or Multiple Phones

Here is how to narrow down the problem:

One phone only: handset or cable may be faulty.
Multiple phones: issue may be with the network or internet.

Step 5 – Try Another Handset

Here is the final test:

Connect another handset: to the same cable.
Test: if the new handset works, the original phone is faulty.