Vonage Business Cloud AU Support

Vonage Business Communications Support

Enter a search topic
Vonage Support

Isolate Dropped Call Issue

Updated: 4/19/2024 2:58 AM

If you experience incomplete or dropped calls, use the following to help isolate and resolve your issue. 

Able to receive calls?Ensure you are able to receive calls as this eliminates a registration issue with your Vonage service. 


If you cannot make or receive calls, your Super User or an Account Administrator can sign into the Admin Portal to verify the status of your Vonage services. Contact Us if your account status is Active.
Broadband/network suitable?Your Vonage VoIP services are dependent on the Internet, making it necessary that your bandwidth and upload/download speeds are able to deliver high-quality calls. 


Use our Network Quality Tool to check for issues such as latency, capacity, and jitter. 
Calls to a specific phone number?Dial the same phone number from a phone that is not connected to your Vonage service.


If the call connects from a different phone, such as your mobile device, Contact Us 
Equipment or location change?Make certain your equipment is compatible with Vonage services and that your settings have been updated appropriately.


See Network Equipment Compatibility and Networking Guidelines for more information.
Intermittent issue or all calls?
All CallsIndicates an issue with your equipment or settings. 


See Network Equipment Compatibility and Networking Guidelines to ensure your equipment and settings are correct. 
IntermittentCan indicate faulty equipment or an issue with your Internet connection.
 
  • Use a different phone, especially if your phone is cordless. Cordless phones can experience issues from other wireless devices or the battery may be low and need a charge or replacement.
  • If  the phone is not the cause, confirm that you are not experiencing an issue with your Internet connection. See Bandwidth and VoIP for more information. You can also use our Network Quality Tool to check for issues such as latency, capacity, and jitter. 
Calls drop in intervals?Our service sends messages back and forth every 30 seconds to confirm the connection. If a response is not returned, a call can end after 30, 60, 90 seconds and so forth. 


This is usually a firewall issue. See Network Equipment Compatibility and Networking Guidelines

Did this article answer your question?