Home Troubleshooting & Support VoIP Test: Check for Issues Affecting Your Phone System

VoIP Test: Check for Issues Affecting Your Phone System

Last updated on Jan 16, 2026

Article content

VoIP phone systems rely on a stable and correctly configured internet connection.
If you’re experiencing call quality issues, dropped calls, or phones not registering, running a VoIP test can help determine whether the issue is network-related.

This article explains when to run a VoIP test, what to check, and which tools to use before contacting support.

When to Run a VoIP Test

You should run a VoIP test if you are experiencing:

  • Choppy, robotic or distorted audio

  • One-way audio

  • Calls dropping unexpectedly

  • Delayed audio or echo

  • Phones not registering or going offline

  • Intermittent call failures

Running a VoIP test early helps isolate whether the issue is caused by the network, the device, or call routing.

What a VoIP Test Checks

A VoIP test measures network conditions that directly affect call quality.

Latency (Delay)

Latency is how long it takes for audio to travel across the network.

  • Good: under 100 ms

  • Acceptable: 100–150 ms

  • Problematic: over 150 ms

High latency causes noticeable delays in conversation.

Jitter

Jitter measures how consistent packet delivery is.

  • Good: under 20 ms

  • Acceptable: 20–30 ms

  • Problematic: over 30 ms

High jitter often results in choppy or broken audio.

Packet Loss

Packet loss occurs when audio packets do not reach their destination.

  • Good: 0–0.5%

  • Acceptable: up to 1%

  • Problematic: over 1%

Packet loss commonly causes missing words or call dropouts.

Bandwidth Availability

VoIP requires consistent bandwidth, not high speed.

As a guide:

  • ~100 kbps per concurrent call (up and down)

  • Additional headroom for other internet usage

Large downloads, backups or cloud services can impact calls during busy periods.

VoIP Test Checklist (Quick Checks)

Before reporting a phone system issue, complete the checks below.

Network & Environment

  • ☐ Run the test from the same network your phones use

  • ☐ Test during both quiet and busy periods

  • ☐ Pause large downloads, backups and streaming

  • ☐ Use a wired (Ethernet) connection where possible

Test Results

  • ☐ Latency under 150 ms

  • ☐ Jitter under 30 ms

  • ☐ Packet loss 1% or less

  • ☐ Results are consistent across multiple tests

Devices

  • ☐ Phones or PBX devices are powered on and registered

  • ☐ No recent router, firewall or internet changes

  • ☐ Wi-Fi signal is stable (if Wi-Fi is used)

Optional VoIP Test Tools

The following third-party diagnostic tools can help identify network issues affecting VoIP.
They are optional but useful for troubleshooting persistent problems.

Visualware VoIP Test (Web)

A browser-based VoIP test that measures latency, jitter and packet loss using simulated voice traffic.

Best for

  • Quick VoIP checks

  • Baseline network testing

http://www.visualware.com/bcs/index.html

Visualware VoIP Test (Windows)

A desktop version of the Visualware test that provides more detailed and consistent results.

Best for

  • Detailed VoIP diagnostics

  • Ongoing or intermittent call quality issues

http://www.visualware.com/bcs/download_launch.html?os=win

Desktop tests are generally more accurate than browser-based tests.

AAPT Business VoIP Test

This test checks connectivity between your network and the upstream voice network used for inbound services.

Best for

  • Identifying carrier-side connectivity issues

  • Verifying network path stability

http://myconnectionserver.aapt.com.au/myspeed/bizphonetesthtml5

Interpreting Results

  • Poor results usually indicate local network or ISP issues

  • Good results do not always rule out device or configuration problems

  • Results may vary between tools and test times

If issues only occur during busy periods, congestion is a common cause.

Wi-Fi vs Wired Connections

Wi-Fi can work for VoIP, but wired connections are strongly recommended.

Common Wi-Fi issues include:

  • Interference from other devices

  • Signal drops

  • Variable latency and jitter

Where possible, connect phones or PBX devices via Ethernet.

After Running the Test

If test results are good but problems continue:

  • The issue may be device-specific

  • SIP registration or routing may need review

If test results are poor:

  • Address network issues first

  • Contact your internet provider if required

You may also want to review inbound routing behaviour.

See:

  • Troubleshooting inbound number issues

  • How inbound call routing works

When to Contact Pickle Support

Contact Pickle Support after completing a VoIP test if:

  • Results indicate persistent network issues

  • Call quality problems continue despite good results

  • Phones are failing to register

  • You need help interpreting test data

When contacting support, include:

  • Which test was used

  • Date and time of testing

  • Key results (latency, jitter, packet loss)

  • A brief description of the issue

This helps speed up investigation and resolution.

Related Articles

  • Troubleshooting inbound number issues

  • How inbound call routing works

  • Making changes to your inbound routing

  • Business continuity & disaster recovery for inbound numbers