Resolving call issues on IP phones for bOnline VoIP systems

Experiencing Crackling, Interference, or Poor Call Quality on Your Phone Line

If your phone calls sound crackly, distorted, or have interference, the issue is usually related to the phone handset, cabling, or internet connection.

Follow the steps below to check the most common causes of poor call quality.

1. Check the Handset and Cables

Loose or damaged cables are a common cause of crackling audio.

Please check the following:

• Ensure the handset cable is securely connected to the phone base.
  
• Take your router's LAN cable and connect it to one of your IP phone's "Internet" ports.
• Check if the curly cord / handset cable is connected correctly to the phone port on handset

If the crackling stops after changing the cable, the original cable may have been faulty.

2. Restart Your Phone and Internet Router

A quick restart can often resolve temporary network or device issues.

• Turn off your IP phone.
• Turn off your internet router.
• Wait 30 seconds.
• Turn the router back on first and allow it to fully reconnect to the internet.
• Turn the phone back on.

Once the phone reconnects, test your calls again.

3. Check Your Internet Connection 

Since your phone system uses VoIP (Voice over Internet Protocol), call quality depends on a stable internet connection.

Things to check:

• Avoid heavy internet usage during calls (large downloads or streaming).
• If possible, connect the phone directly to the router using an Ethernet cable instead of WiFi.
• Ensure your internet connection is stable.

If your internet connection is slow or unstable, it may affect call quality.

4. Check if the Issue Affects One Phone or Multiple Phones

This can help identify where the problem is coming from.

If only one phone is affected:

• The handset or cable may be faulty.

If multiple phones are affected:

• The issue may be related to the network or internet connection.

5. Try Another Handset (If Available)

If you have another handset available, try connecting it to the same network cable.

This can help determine whether the issue is caused by the phone itself.

Quick Checklist

Before contacting support, please confirm the following:

✔ Handset cable securely connected

 ✔ Ethernet cable firmly plugged in

 ✔ Phone and router restarted

 ✔ Internet connection working properly

 ✔ Issue tested on another handset (if available)

Still Experiencing Crackling or Interference?

If the issue continues after trying the steps above, please contact our support team.

When contacting support, please provide:

• The phone model you are using
• Whether the issue affects one phone or multiple phones
• A brief description of the call quality problem

This will help us investigate the issue more quickly.