What to Do If Call Quality Is Poor
Steps to try if calls are choppy, echoing, cutting out, or dropping.
If calls are choppy, echoing, cutting out, or dropping, try these steps before contacting us.
Check Your Network and Handset Connection
- Make sure your phone's Ethernet cable is firmly connected on both ends
- Make sure the handset or headset connection cable is firmly connected on both ends
- If other devices on your network are using heavy bandwidth (large downloads, video streaming, or video calls), try pausing them and see if call quality improves
Restart Your Phone
- Unplug the phone's power (or Ethernet cable, if powered by PoE) for about 10 seconds, then plug it back in
Restart Your Router
Before doing this, check with your internal IT team or whoever manages your network. Restarting the router affects everyone and everything connected to it, not just your phones.
- If the issue affects every phone in your office, try restarting your office router or switch
If you use an Eero router, also see Disable SIP ALG on Eero Router.
Still Having Issues? Contact Support
The following information will help us assist you:
- Your name and extension number
- Roughly when the issue happens (all calls, certain times of day, or certain callers)
- Whether it affects one phone or the whole office
What to Do If You're Not Receiving Voicemail Emails
Turn on voicemail-to-email, check spam, and verify the email address on file for your extension.
Disable SIP ALG on Eero Router
If you don't have any existing SIP-related port forwarding rules to remove, disabling SIP ALG on an Eero Wi-Fi mesh system can be done by following these steps: