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How to say goodbye to bad VoIP installations

9th November 2018 by Matthew Jordan

Here at byphone we proudly boast a competent and competitive VoIP system that transforms how businesses communicate. But a VoIP system is only as good as the network it’s running on. This is where issues have arised. Especially on third party networks such as Virgin.

We’re experiencing technical difficulties  

During installations of our VoIP solution, some of our partners were experiencing difficulties with customers who were using Virgin connectivity. If you’re all too familiar with the problem, you understand what a roadblock it can be with VoIP traffic without the relevant information.

Recently we’ve had a partner lead VoIP install on a FTTP Virgin connection for 8 users, the phone system was made up with a mixture of desk phones and softphones – it was a simple business structure and not overly demanding on their network.

What was going wrong?

Our partner was working with a simple network – the Draytek 2860 connected to the Virgin Media router and a variety of branded switches. The business computers were hardwired and producing good network performance results.

So just what was the problem?

Poor call quality


Despite the network providing more than sufficient bandwidth for 8 users, the call quality was incredibly poor.

They decided decided to look at the Draytek configuration, to check whether the SIP ALG was disabled, and if the relevant ports were open. But the issue wasn’t there. What should have been a simple installation taking no longer than one hour, turned out to be a rather lengthy ordeal for our partner.

But just how can you make these network dependant installations more simple?

Introducing the Voxbox

It’s a tool you can use to plug in and test networks, real time call quality and network diagnostics

We needed data, so one of our engineers visited the site to investigate the problem further as our partner was getting nowhere. After plugging in the Voxbox, we were able to run a typical speed test which tested the upload, download, jitter and ping capabilities. What did we find?
We found the network was only providing up to 2 Mbps download  and 1Mbps upload, simply not enough for VoIP.

Why was the network not delivering for Voice?

The desktops on the network where showing 40/50 DL and 15/20 upload, which required further investigation.

On review of the testing results, our partners were able to diagnose the problem as a result of a lack of bandwidth available for the SIP packets.

Data lead solutions

Our partner was then able to demonstrate the capabilities of the VoIP system on a different network, identifying the current network as the issue and not the new phone systems. This lead us to investigate further into the router setup, helping to identify a mistake.

We thought that the Draytek router attached to the Virgin Media hub was in modem mode – it wasn’t, school boy error.

Changing the Virgin Media hub into modem mode was vital in allowing the Draytek to maintain excellent call quality, allowing our VoIP systems to do what they do best, communicate.

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