How to troubleshoot your business phone: Basic Steps

It is not common that anything will go wrong with your business phone system once you’ve set it up properly. And this advanced technology can serve your company. But things do occasionally go wrong and it is wise to be prepared for it. In this blog post, we’ll cover some of the common problems you can encounter. Also, we will offer some practical strategies you can use to overcome them.

With this knowledge, you might never need to contact your carrier or service provider. Because you can likely fix the issue yourself. Although much of this can also be applied to conventional systems, you must keep in mind that this only pertains to virtual phone systems in the first place.

Let us go with the discussion;

Where did the problem generate; Internal or External?

You can take the following steps to address some of the most typical business landline issues. First of all, you need to check whether the issue is internal or external. Because external problems must be fixed by your phone provider, you can take responsibility for the internal ones.

In general, the issue can be probably external if the phone lines in your company have connectivity problems. For example, there can be no dial tone, dropped calls, strange noises, or static. Now, call your service provider to get it fixed in such a situation.

Suppose, only a few of your company’s phones are facing some issues. Then, the problem is probably internal. In such a situation, you are in charge of dealing with issues within yourself. Now, get your hired technician or a member of your IT staff to work on this immediately and get the phone connection back online as soon as possible.

Start Checking from the External Connection:

In order to evaluate the external connection, you will need to reach your Network Interface Device or NID, and restart it. In case, all of the lines are functioning normally, then understand that the problem is with the internal connection. To fix such problems with the internal connection, go through the next step.

However, the issue is external if your phone stops working when plugged into any of the phone jacks. Because any issue with external connectivity cannot be fixed by you. Contact your service provider and ask them to take care of the problem.

Poor Sound Quality:

Although it is challenging to diagnose this issue at first, you can follow certain steps to fix it. In general, poor sound quality can result in lost revenue in addition to being grating. Of course, it can disturb your brand.

Therefore, one thing to keep in mind is that there is always a chance for bad quality whenever a VoIP connection is involved. It is generally based on the network bandwidth. The issue can be either on the caller’s end or with the forwarding phone on your end. 

So, due to the fact that business phone systems rely on an internet connection, unpredictable connection speed and fluctuating bandwidth can both negative impact conversation quality.

Consequently, any interference or poor wiring in the line can lead to poor quality if one of your forwarding phones is a landline. In addition, it could also happen if the caller or your forwarding phone has a poor signal at the time the call is being made.


Your phone’s internal connection is broken if it functions properly across all lines. To resolve such problems with internal connections, look at the following step.

And, the issue is external if your phone stops functioning when it is plugged into any of the phone connectors. It cannot be fixed. Then, contact your provider.

If the test appears to resolve the issue, it can be probably an internal one that falls outside the provider’s area of expertise. Also, if none of the business phones have a dial tone, it’s likely an external issue in the majority of cases.

Now, let us discuss if one or multiple phones are not working!

One Phone Not Working:

If one of your organization phones is not working, then it is a problem with the equipment. 

  1. The first step is to change the office phone to a functional alternative device.

2.  If the backup phone functions, understand that the old device is damaged and needs replacement. Else, it’s time to test the phone cable if even the new phone is now working either.

3. Next, switch out the phone cord for another one. And, retest the phone. There might be an issue with the jack if the phone stops functioning right away.

4. Again, test once more after changing the phone jack. If it still does not function, believe that there is a line issue.

5. This process holds true for all phone-related issues, including ringing or crackling noises and a lack of dial tone. Also, you can use the same steps if you face issues like being unable to place or receive calls, dropped calls, and difficulty hearing or being heard.

business phone troubleshooting service

Multiple Phones Not Working:

Suppose, an external issue increases if more than one phone stops working or if many of the office phones stop working at a time.

In order to verify and repair your phone connection, you must consider dialing your business phone service provider. It doesn’t matter what kind of issue you’re having with your business phone line. But if it affects multiple phones or every phone in the office, it is time you should not delay and immediately contact your service provider.

In a Nutshell:

Troubleshooting a VoIP (Voice over Internet Protocol) business phone system involves identifying and resolving issues. It might be with the network or hardware components that support the phone system. In some rare cases, there is a chance of facing any software-related issues also. For easy understanding, we have shared some common steps in troubleshooting a VoIP system. You can follow them for immediate resolution of most occurring issues with your cloud-based business phone system.

  1. Start with checking the network connection and testing for packet loss, jitter, and latency. It is always the first step!
  2. Many minor problems can be resolved by restarting the cloud phone or adapter including firmware updates.
  3. Now, you must verify whether the correct settings are configured for the VoIP service provider.
  4. In order to isolate the problem, you must test the phone system from multiple locations.
  5. Assess all the compatibility issues with other hardware or software if needed.
  6. The next step included monitoring the call quality, sound clarity, and volume.

7. In the final step, troubleshoot any issues you have identified with the PBX (Private Branch Exchange) or IP-PBX system.

Note: It’s very important to isolate the issue and determine if it’s related to the network, hardware, or software before contacting the service provider or implementing any solutions.

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