Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.

Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the 10mates Support to get troubleshooting guides for 10mates broadband connections.

Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.

A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.

If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network’s throughput capacity.

Run the BizPhone connection test and check the MOS score on the summary page – a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.

Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
Note: 10mates modems have this setting disabled by default.

Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.

Whether the issue is constant or intermittent, please take note of affected calls in the following format:

Number Called From:
Number Called To:
Time/ Date of Call:
Issue Experienced:

If you suspect a handset has been damaged, please call us on 1300 030 692 (option 3).

If you are unable to improve the audio quality of your BizPhone service, please email support@10mates.com.au with your call notes and test result numbers, and reference this troubleshooting article.