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Ping test to find problems with your network

If you are experiencing sound quality problems or dropped calls with your soft phone/IP phone then the problem might be your network. If you use a soft phone to call with your computer or laptop, always connect to Internet through an ethernet cable. WIFI is much slower than a cable connection and it also has interference problems.

If you are connected through Ethernet then please do the following test:

Windows

Press the Windows button and R key on your keyboard 

- type cmd and hit enter 

- type the command below and hit enter:

           ping sip.onsip.com -t

Let the command run for about 1 minute and then stop it pressing at the same time the CTRL key (control Key) and the letter "C".

 

Mac

Press the magnifying glass in the top right corner of your screen

- type "terminal" and hit enter.

- type the command below and hit enter:

           ping sip.onsip.com

Let the command run for about 1 minute and then stop it pressing at the same time the "control" Key and the letter "C".

You will see something like this:

With this test you will know if you have a network problem if:

  • the average time is above 30 ms then you have a latency problem.
  • you see the time suddenly jumping to above 50 ms for 5 or more consecutive repetitions, and then it goes back to normal. Then you have a "jitter" problem.
  • you see 3 or more iterations with a time out. You will also get a "packet loss" count at the bottom with this number.

If you experience any of these 3 cases then your experience with VoIP will not be good. Please contact your Internet Service Provider and let them know that you have this problem. You can send them a screenshot of this test as proof.

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