net2phone: Call quality checklist (internet and Wi-Fi) - Empire

net2phone: Call quality checklist (internet and Wi-Fi)

Empire Telecom · net2phone

Choppy audio, one-way audio or dropped calls almost always come from the internet connection. Check these before you open a ticket.

Open net2phone →Where: Sign in at app.net2phone.com (or the net2phone Unite app) with your work email.
Direct link: https://app.net2phone.com

Quick checks

1Desk phones: plug them into the network with a cable, not Wi-Fi, where you can.
2Restart the phone (unplug for 10 seconds) and, if the problem is site-wide, the router.
3Run a speed test on a computer at the same site while the problem is happening. Note the upload speed and any packet loss.
4Try the same call from the Unite app on mobile data. If that is clear, the site network is the cause.

For your IT team or firewall vendor

  • Turn off SIP ALG on the router/firewall.
  • Give voice traffic priority (QoS) and leave enough upload bandwidth - plan roughly 100 kbps per call.
  • Allow net2phone's addresses and ports - see net2phone: Firewall settings, SonicWall and Cisco Meraki guides.

When you open a ticket

Include the time of the bad call, the number called or calling, which phone or app, and your speed test result. It lets us trace the exact call.

Need a hand? Call Empire Telecom support at (732) 363-9898, email support@empiretelecomnj.com, or open a ticket in the customer portal.