VoiceEdge - Dropped Sound/Calls

It's on VVT350 and 450 phones.  So far, I've reset the modem, reset the phones, and run a speed test.

@user_fbfa3a - Thanks for confirming! And same two issues reported in the other post you commented on (callers stop hearing you a few minutes into the phone call, and other calls drop altogether)? How often are these issue presenting themselves?

We haven't had calls drop altogether, but I have two users that keep complaining their calls cut in and out constantly, like a cell phone in a bad area.  It seems to be every day.

@user_fbfa3a - It sounds frustrating to deal with calls constantly cutting in and out! Let's explore some troubleshooting steps you can take for your Comcast Business VoiceEdge service with VVT350 and VVT450 phones. Since this is happening daily, it suggests a persistent underlying issue rather than a temporary glitch.

Here's a breakdown of things you can check, starting with the most common causes:

1. Your Local Network Connection:

Restart Everything: This is the first and often simplest step. Power cycle your entire network:
- Unplug the power cable from your Comcast Business modem. Wait about 30 seconds.
- Unplug the power cable from your router (if you have a separate one).1 Wait about 30 seconds.

- Unplug the power cable from your VVT350 and VVT450 phones.
- Plug the power cable back into your Comcast Business modem and wait for it to fully power on and the internet light to be stable.
- Plug the power cable back into your router (if applicable) and wait for it to fully power on.
- Finally, plug the power cables back into your phones and allow them to reconnect.

Check Ethernet Cables: Ensure all Ethernet cables connecting your modem, router (if applicable), and phones are securely plugged in at both ends. Look for any signs of damage to the cables. Try swapping out Ethernet cables to rule out a faulty one.

Wi-Fi Interference (if phones are connected wirelessly): While VVT series phones typically use wired connections, if for some reason they are on Wi-Fi, try moving the phone closer to the router or away from potential sources of interference like microwaves, Bluetooth devices, or other wireless electronics. Wired connections are generally more stable for VoIP.

Check Router Status: If you have a separate router, ensure it's functioning correctly. Look at the indicator lights for any signs of issues. You might want to try accessing your router's configuration page (usually by typing its IP address into a web browser) to check its status and logs.

Bandwidth Usage: If your internet connection is heavily utilized by other devices (large downloads, streaming, video conferencing on multiple devices simultaneously), it can impact the quality of your voice calls. Try to limit heavy internet usage during important calls. You can check your internet speed using an online speed test to ensure you're getting the bandwidth you're paying for.

2. Your Comcast Business Modem:

Check Modem Lights: Observe the indicator lights on your Comcast Business modem. A steady "Online" or "Internet" light usually indicates a good connection. If any lights are flashing unusually or are off, consult your Comcast Business documentation or let us know.

Bypass Your Router (for testing): If you have a separate router, temporarily connect one of your phones directly to one of the Ethernet ports on your Comcast Business modem (if it has multiple ports). Make a test call. If the issue resolves, it indicates a problem with your router. Remember to reconfigure your network after testing.

3. Phone-Specific Issues:

Firmware Version: Ensure your VVT350 and VVT450 phones have the latest firmware installed. Outdated firmware can sometimes cause compatibility issues or bugs. You'll likely need to access the phone's menu or web interface to check and update the firmware. Refer to your phone's user manual or Comcast Business support for instructions.

Phone Configuration: While less likely to cause intermittent cutting in and out, incorrect phone configuration settings could contribute. If you've recently made any changes to the phone settings, try reverting them.

Physical Damage: Inspect the phones themselves for any physical damage to the handsets, base units, or connecting cables.

If the above steps do not resolve this, please let us know. We may have to take a closer look at your account and service, and possibly schedule a Trouble Call (tech visit) if necessary, which we're happy to do if it comes to that. Thank you for taking some time to try the items on this checklist first!

Everything has been restarted, cables are good, modem is working.  Can't do firmware unless you want to divulge the admin password for the phones to access the advanced menu and turn on webserver.  Also, it's getting worse and spreading to everyone's phone now.  Choppy audio in both directions.  Speed test shows 350mbps this morning and nobody in the office is doing anything demanding on the internet, so that's not it.

Hi there, user_790e76! Thanks for reaching out about VoiceEdge. I am sorry to hear you have been having problems for 2 months and am happy to further help. How often is the issue happening? Are you noticing this on all lines, some of them, or one in particular?