VoIP Business Solutions Presents:
Troubleshooting VoIP
This is a compilation of information learned from dealing with a real world issues related to VoIP. I make no claims of being an expert. These tips may send you down a trail to find solutions for tweaking and maximizing your VoIP service. Please understand I know only enough to be dangerous!
1. Is the phone or adaptor plugged into the correct spot? Do not plug it into the computer but rather into the modem or router.
2. Wall jack connection. It is possible to plug the phone cord directly into your current wall jack instead of into a phone. Using this method of hook up you should be able to use all your phones in their current locations. To do this you would plug the adaptor into the phone jack instead of the phone and the Ethernet cable into the broadband. Ask an expert for more information on this method.
3. Do you have enough IP numbers with your broadband service? If you have only one you must have a router or splitter connected to the modem to have your phone work. Most services, especially DSL, provide 5 or more IP numbers, cable may provide only one.
4. Wireless connection for your phone. It is possible to have a wireless connection for your phone. Instead of plugging an Ethernet cable into the broadband you can use a wireless connector. I use LINKSYS WIRELESS G Game Adaptor for Playstation 2 and Xbox. It is a 2007 model and I am certain G is now replaced with N for faster speed and farther reach. There are other options as well. Ask at your favorite a techy toy store. A wireless connection may result in an unsatisfactory connection so be aware of that before you spend the money for the equipment. If it works, you will enjoy more freedom. I have only used it for my GrandStream Video Phone.
5. What is your UPLOAD SPEED? What is your DOWNLOAD SPEED? Broadband speed is critical to the performance of the Global Freedom video phone or VoIP. The upload speed must be at least 750kbps and the download must be 1300kbps, preferably a lot more of both up and down speeds. Upload speed is very important. Many broadband providers, especially cable and phone companies, see broadband as another broadcast medium and do not tailor their connections for optimal upload speeds. The bottom line, do not underestimate the importance of upload speeds, especially for video.
6. Test your speed. Do not assume that because you have a well known, highly advertised provider that your speeds are adequate. Go to www.speedtest.net or www.speakeasy.net (on this site click on SPEEDTEST in the lower right corner, then select a city) for a free test of your speed.
7. Call your provider. If your speed is inadequate do not assume you can do nothing about it. For example when we tested our Roadrunner speed it was 2,906 for download and 336kbps for upload. Woefully inadequate for upload speed. Call your provider and insist they give you what you need since, in many cases, you are paying for much more than you get. It can be tweaked!
8. Echo. Low internet speed causes echo on your phone lines.
9. Cable loses speed when too many people get online. This tends to happen when kids are out of school. DSL is unshared bandwidth and remains stable. On the other hand DSL has more firewall issues and lower speeds which can cause problems with VoIP.
10. DSL dry line. You can have DSL Broadband without a land line phone attached.
11. Simultaneous ring. If you are using more than one piece of VoIP hardware, i.e. softphone on your laptop, the adaptor and or the videophone, only one will ring and I could not determine how you know which one will ring. I believe there is an adjustment for simultaneous ring. I have not mastered that yet.
12. Computer gunk. The speed of your internet connection is affected by the condition of your computer. You need to run Defragmentation and Disk Clean regularly. If your computer is full of gunk it slows your connection noticeably. Go to www.PCTuneUpTips.com for top 10 fixes for slow computers.
13. Videophone adjustments. Many adjustments are available. An important one is light. You can adjust the setting on the camera to compensate for the level of lighting in the room. The latest videophone comes with about 12-15 variants, including dark. To make the adjustment for lighting for example hit OK on the keypad, then arrow down to USER PREFERENCE using the arrow below OK. Hit OK again to choose it then arrow down to CAMERA and hit OK again. Now choose EXPOSURE and arrow down to your choice for lighting and hit OK again. When finished arrow down to BACK then OK then down to BACK then OK then to BACK and OK and then arrow to EXIT. It is very easy once you get the hang of it. Takes much longer to write it than to do it.
14. Play with your video phone. You won't break it. It is quite a machine!
15. Find high speed internet providers. Go to www.joe.es where you will find a list of them all. The first part of the list tends to be hotels and other Hot Spots. Keep scrolling and you will find area providers with contact information.
16. Secure your wireless internet connection. If it is not password protected anyone in your range can use your internet connection. This reduces your usable broadband. For example, each phone on the system uses approximately 90kbps.
17. Redundancy. In a larger application, such as an office, it is advisable to have part of the system on DSL and part of it on cable. If one or the other is down, communication is still possible. Or put the computers on a separate cable service.
18. Is VoIP Secure? VoIP is perhaps even more secure than POTS (plain old telephone service) lines, because the information is broken into packets and then re-united when it arrives on the other end of the line, making it difficult or impossible to tap your phone line.
19. Latency. This relates to the delay between packets. (See above) Latency can be tested on the speed test sites. I do not know what the latency reading should be for optimum results but I know it is an issue. Ask your ISP about it.
20. Update the modem and or router firmware. You can do this by going to the website of your equipment manufacturer and searching for your model number and then download the most current firmware. Older modems and routers may not effectively handle VoIP without this update. Do not assume your system has the latest firmware just because you bought it yesterday. It may have been in a warehouse for several months.
21. Cannot call out. This may be a security setting or it may be outdated firmware. (See above).
22. Cannot receive calls. This may be a security setting or it may be outdated firmware. (See above).
23. Tweak your modem and router. Belkin, for instance, comes with more than one speed setting for internet connection. It is usually on the lowest speed Change it and double your connection speed.
24. Do Not Stack Equipment. If you stack your modem and router or other relevant equipment it is possible to get crossover noise, thereby affecting audio and video clarity.
25. Bad Cables. Yes, it is possible to have a bad cable. It can be invisible breaks inside the shield. Keep the cables all organized with space between them. Crimped or tightly bundled cable is not good either.
26. Read the information that comes with your modem or router. You may learn something important and useful.
27. Line conditioner, prioritizer and optimizer. This is a device that cleans up the line and prioritizes voice, video and gaming. I recommend LinkSys Network Optimizer or Hawking (model HBB1).
28. Line filter. This is a small device used with DSL. This device prevents static and crossover noise on the line. Some say remove it for VoIP, while others say leave it on. It is easy to try it both ways to see what works best for you.
29. Firewalls. These may be set up on your computer or it may be a firewall placed there by your Internet Service Provider (ISP). On your computer go into start>settings>control panel>security to tweak your security settings.
30. Uninterruptible Power Supply (UPS). This is a device to protect your computer and other equipment from power surges and brown outs. Instead of uneven power being fed into your device you get a nice even flow of energy. They usually have an outlet for a phone. It is a must for your computers, and I highly recommend it for your Global Freedom Phone. I believe it can enhance video and audio clarity, and I know for sure it protects the equipment from being destroyed during a storm or other irregularities in power delivery. Summertime, for example, brings brown outs due to overload from air conditioners running 24/7 in almost every home.
31. Connections. Make sure that every hardware connection related to your internet is secure. Unplug each one and reseat them with a firm hand. Unplugged connections account for a lot of problems.
32. Electrical Breaker. Check the breaker in your electrical box. Sometime they appear to be ON but they are what I call mushy. Turn it off and back on with a firm hand.
33. Clear the deck. Keep the area around the equipment clear of clutter and dust free to prevent overheating and disconnections. I had a call from a VoIP customer that her phone was not working well. When I went into the closet to check her modem it was piled high with clothes. Problem solved!
34. 800 Numbers. If you cannot reach an 800 number with your VoIP phone contact your VoIP service provider.
35. Last but not least. When all else fails recycle the modem, router and phone. Unplug all of them. Plug in the modem and allow it to come up completely, about 60 seconds. Now plug the router into the modem and allow it to come up. Now plug the phone in again and allow it to re-connect. Note: You must restart your computer if you wish to get back on the internet with your computer. Super note: Your computer does not have to be on for your phone to work.
Key Words to Know: Kbps= kilobit per second transfer rate. KB/sec. There are 8 bits to a byte so we would divide kbps by 8 to get KB/sec. Download speed: Download is a measure of how fast your connection delivers content to your computer or local area network. Upload Speed: Is the measure of how fast content, such as video, is delivered from your computer or video phone to others on the internet.
About the Author
M. Ann Karlberg is an entrepreneur with a passion for getting ahead of the wave of a new trend or shift in old trends. Her current interest is in the dramatic changes occuring in digital telephony, VoIP. By the year 2012 she believes dramatic shifts will have occured in the industry thereby opening up opportunities for the average person to finacially benefit by saving money and earning money. Ann is also fascinated by the exciting possibilities inherent in
1. Is the phone or adaptor plugged into the correct spot? Do not plug it into the computer but rather into the modem or router.
2. Wall jack connection. It is possible to plug the phone cord directly into your current wall jack instead of into a phone. Using this method of hook up you should be able to use all your phones in their current locations. To do this you would plug the adaptor into the phone jack instead of the phone and the Ethernet cable into the broadband. Ask an expert for more information on this method.
3. Do you have enough IP numbers with your broadband service? If you have only one you must have a router or splitter connected to the modem to have your phone work. Most services, especially DSL, provide 5 or more IP numbers, cable may provide only one.
4. Wireless connection for your phone. It is possible to have a wireless connection for your phone. Instead of plugging an Ethernet cable into the broadband you can use a wireless connector. I use LINKSYS WIRELESS G Game Adaptor for Playstation 2 and Xbox. It is a 2007 model and I am certain G is now replaced with N for faster speed and farther reach. There are other options as well. Ask at your favorite a techy toy store. A wireless connection may result in an unsatisfactory connection so be aware of that before you spend the money for the equipment. If it works, you will enjoy more freedom. I have only used it for my GrandStream Video Phone.
5. What is your UPLOAD SPEED? What is your DOWNLOAD SPEED? Broadband speed is critical to the performance of the Global Freedom video phone or VoIP. The upload speed must be at least 750kbps and the download must be 1300kbps, preferably a lot more of both up and down speeds. Upload speed is very important. Many broadband providers, especially cable and phone companies, see broadband as another broadcast medium and do not tailor their connections for optimal upload speeds. The bottom line, do not underestimate the importance of upload speeds, especially for video.
6. Test your speed. Do not assume that because you have a well known, highly advertised provider that your speeds are adequate. Go to www.speedtest.net or www.speakeasy.net (on this site click on SPEEDTEST in the lower right corner, then select a city) for a free test of your speed.
7. Call your provider. If your speed is inadequate do not assume you can do nothing about it. For example when we tested our Roadrunner speed it was 2,906 for download and 336kbps for upload. Woefully inadequate for upload speed. Call your provider and insist they give you what you need since, in many cases, you are paying for much more than you get. It can be tweaked!
8. Echo. Low internet speed causes echo on your phone lines.
9. Cable loses speed when too many people get online. This tends to happen when kids are out of school. DSL is unshared bandwidth and remains stable. On the other hand DSL has more firewall issues and lower speeds which can cause problems with VoIP.
10. DSL dry line. You can have DSL Broadband without a land line phone attached.
11. Simultaneous ring. If you are using more than one piece of VoIP hardware, i.e. softphone on your laptop, the adaptor and or the videophone, only one will ring and I could not determine how you know which one will ring. I believe there is an adjustment for simultaneous ring. I have not mastered that yet.
12. Computer gunk. The speed of your internet connection is affected by the condition of your computer. You need to run Defragmentation and Disk Clean regularly. If your computer is full of gunk it slows your connection noticeably. Go to www.PCTuneUpTips.com for top 10 fixes for slow computers.
13. Videophone adjustments. Many adjustments are available. An important one is light. You can adjust the setting on the camera to compensate for the level of lighting in the room. The latest videophone comes with about 12-15 variants, including dark. To make the adjustment for lighting for example hit OK on the keypad, then arrow down to USER PREFERENCE using the arrow below OK. Hit OK again to choose it then arrow down to CAMERA and hit OK again. Now choose EXPOSURE and arrow down to your choice for lighting and hit OK again. When finished arrow down to BACK then OK then down to BACK then OK then to BACK and OK and then arrow to EXIT. It is very easy once you get the hang of it. Takes much longer to write it than to do it.
14. Play with your video phone. You won't break it. It is quite a machine!
15. Find high speed internet providers. Go to www.joe.es where you will find a list of them all. The first part of the list tends to be hotels and other Hot Spots. Keep scrolling and you will find area providers with contact information.
16. Secure your wireless internet connection. If it is not password protected anyone in your range can use your internet connection. This reduces your usable broadband. For example, each phone on the system uses approximately 90kbps.
17. Redundancy. In a larger application, such as an office, it is advisable to have part of the system on DSL and part of it on cable. If one or the other is down, communication is still possible. Or put the computers on a separate cable service.
18. Is VoIP Secure? VoIP is perhaps even more secure than POTS (plain old telephone service) lines, because the information is broken into packets and then re-united when it arrives on the other end of the line, making it difficult or impossible to tap your phone line.
19. Latency. This relates to the delay between packets. (See above) Latency can be tested on the speed test sites. I do not know what the latency reading should be for optimum results but I know it is an issue. Ask your ISP about it.
20. Update the modem and or router firmware. You can do this by going to the website of your equipment manufacturer and searching for your model number and then download the most current firmware. Older modems and routers may not effectively handle VoIP without this update. Do not assume your system has the latest firmware just because you bought it yesterday. It may have been in a warehouse for several months.
21. Cannot call out. This may be a security setting or it may be outdated firmware. (See above).
22. Cannot receive calls. This may be a security setting or it may be outdated firmware. (See above).
23. Tweak your modem and router. Belkin, for instance, comes with more than one speed setting for internet connection. It is usually on the lowest speed Change it and double your connection speed.
24. Do Not Stack Equipment. If you stack your modem and router or other relevant equipment it is possible to get crossover noise, thereby affecting audio and video clarity.
25. Bad Cables. Yes, it is possible to have a bad cable. It can be invisible breaks inside the shield. Keep the cables all organized with space between them. Crimped or tightly bundled cable is not good either.
26. Read the information that comes with your modem or router. You may learn something important and useful.
27. Line conditioner, prioritizer and optimizer. This is a device that cleans up the line and prioritizes voice, video and gaming. I recommend LinkSys Network Optimizer or Hawking (model HBB1).
28. Line filter. This is a small device used with DSL. This device prevents static and crossover noise on the line. Some say remove it for VoIP, while others say leave it on. It is easy to try it both ways to see what works best for you.
29. Firewalls. These may be set up on your computer or it may be a firewall placed there by your Internet Service Provider (ISP). On your computer go into start>settings>control panel>security to tweak your security settings.
30. Uninterruptible Power Supply (UPS). This is a device to protect your computer and other equipment from power surges and brown outs. Instead of uneven power being fed into your device you get a nice even flow of energy. They usually have an outlet for a phone. It is a must for your computers, and I highly recommend it for your Global Freedom Phone. I believe it can enhance video and audio clarity, and I know for sure it protects the equipment from being destroyed during a storm or other irregularities in power delivery. Summertime, for example, brings brown outs due to overload from air conditioners running 24/7 in almost every home.
31. Connections. Make sure that every hardware connection related to your internet is secure. Unplug each one and reseat them with a firm hand. Unplugged connections account for a lot of problems.
32. Electrical Breaker. Check the breaker in your electrical box. Sometime they appear to be ON but they are what I call mushy. Turn it off and back on with a firm hand.
33. Clear the deck. Keep the area around the equipment clear of clutter and dust free to prevent overheating and disconnections. I had a call from a VoIP customer that her phone was not working well. When I went into the closet to check her modem it was piled high with clothes. Problem solved!
34. 800 Numbers. If you cannot reach an 800 number with your VoIP phone contact your VoIP service provider.
35. Last but not least. When all else fails recycle the modem, router and phone. Unplug all of them. Plug in the modem and allow it to come up completely, about 60 seconds. Now plug the router into the modem and allow it to come up. Now plug the phone in again and allow it to re-connect. Note: You must restart your computer if you wish to get back on the internet with your computer. Super note: Your computer does not have to be on for your phone to work.
Key Words to Know: Kbps= kilobit per second transfer rate. KB/sec. There are 8 bits to a byte so we would divide kbps by 8 to get KB/sec. Download speed: Download is a measure of how fast your connection delivers content to your computer or local area network. Upload Speed: Is the measure of how fast content, such as video, is delivered from your computer or video phone to others on the internet.
About the Author
M. Ann Karlberg is an entrepreneur with a passion for getting ahead of the wave of a new trend or shift in old trends. Her current interest is in the dramatic changes occuring in digital telephony, VoIP. By the year 2012 she believes dramatic shifts will have occured in the industry thereby opening up opportunities for the average person to finacially benefit by saving money and earning money. Ann is also fascinated by the exciting possibilities inherent in
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