If you're experiencing one-way audio issues during calls—either you can't hear the other person or they can't hear you—this is usually resolved by restarting your IP telephony equipment. Follow the steps below to troubleshoot the problem. It's also a good idea to check your network connection and ensure that no other devices are interfering with your call quality.

How to fix it

  1. Step 1: Restart your IP telephony box

    Disconnect the power cable from your IP telephony box. Make sure that all cables, including those for internet and any additional features like VoIP phones or adapters, are unplugged.

  2. Step 2: Wait 30 seconds

    Leave the device unplugged for approximately 30 seconds to ensure it fully powers down. This allows any residual power to dissipate and can help resolve software glitches.

  3. Step 3: Reconnect and wait for startup

    Plug the power cable back in and wait for the device to fully start up. This may take a minute or two. Ensure that all other cables are reconnected properly during this time.

  4. Step 4: Test your call

    Make a test call to verify that the audio issue is resolved. If you still experience problems, try calling another number or using a different device to rule out issues with the specific contact.

  5. Step 5: Check your network connection

    Ensure that your internet connection is stable and has sufficient bandwidth for voice calls. You can check this by visiting our speed test page on internetport.se/hastighetstest. A minimum of 1 Mbps download speed and 500 Kbps upload speed is recommended for VoIP calls.

  6. Step 6: Update your firmware

    Check if there are any firmware updates available for your IP telephony box. Outdated firmware can sometimes cause audio issues. Visit our support page or contact customer service to check for updates.

  7. Step 7: Disable wireless devices

    If you are using a Wi-Fi connection, try disabling other wireless devices on your network to reduce interference. This includes smartphones, tablets, and other smart home devices that use the same frequency band.

Still having problems?

If the issue persists after restarting your equipment, please create a ticket on the customer portal or contact us at 0650-40 20 00 for further assistance. When creating a support ticket, provide as much detail as possible about the problem, including any error messages you receive and steps you've already taken to troubleshoot.