Calls Dropping or Audio Dipping In and Out

If your calls are breaking up, dipping in and out, or dropping unexpectedly, this is typically related to local network performance, even if your internet appears to be working normally.

Why This Can Happen Even When the Internet Seems Fine

Standard internet activities such as browsing websites, sending emails, or using cloud applications may continue to work without noticeable problems.

However, voice calls are real-time communication and are more sensitive to network conditions such as:

• Short bursts of network congestion

• Packet loss

• Latency (delay)

• Jitter (variation in delay)

These issues may not affect general internet use but can significantly impact live audio.

Common Causes

Call quality issues are often linked to:

• High network usage (downloads, cloud backups, video streaming)

• No Quality of Service (QoS) configured for voice traffic

• Phones sharing the same network as general office traffic

• Network equipment not optimised for real-time communication

• ISP line instability or bandwidth saturation

• Overloaded or faulty routers, switches, or firewalls

Recommended Actions

We recommend reviewing the following with your IT provider:

• Enable Quality of Service (QoS) for voice traffic on your firewall or switches

• Use a separate VLAN for hardware phones where possible

• Check bandwidth usage during peak business hours

• Test for packet loss, latency, and jitter

• Inspect network hardware for overload or faults

• Confirm ISP line stability

If these measures are already in place, your IT provider can perform a more detailed review of the network environment.

Important Note

Voice services rely on a stable and prioritised network connection.
Even small levels of congestion or packet loss can affect call quality.

Addressing network optimisation typically resolves call dipping or dropping issues.