Help Centre
Call quality and troubleshooting.
Dropped calls, echo, one-way audio, no dial tone, internet and router settings.
Why do my VoIP calls drop or cut out?Dropped VoIP calls are usually caused by a router feature called SIP ALG, an unstable Wi-Fi or internet link, or a NAT timeout. Check these in order.Why can't the other person hear me (one-way audio)?One-way audio on VoIP means the call connected but audio flows in only one direction. It is almost always a router or firewall issue, most often SIP ALG.Why is there echo or delay on calls?Echo on VoIP usually comes from the far end, a speakerphone or a loose headset. Delay and choppy audio point to latency and jitter on your connection.My desk phone shows offline or no dial tone — what do I check?A desk phone that shows offline or has no dial tone cannot reach the service. Check power, cable, network and registration in order before calling support.Which router settings matter for VoIP (SIP ALG, QoS)?Three router settings decide most VoIP quality issues: SIP ALG off, QoS prioritising voice, and no double NAT. Here is what each does and how to check it.What happens to my calls if the power or internet goes out?Your number lives in the cloud, so calls keep arriving during a local outage and can go to cell phones or voicemail automatically. Plan failover in advance.Why is call quality worse on Wi-Fi?Wi-Fi adds interference, retransmissions and roaming pauses that voice cannot tolerate. Use 5 GHz, reduce congestion, and put fixed phones on Ethernet.
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