---
title: "VoIP - Call Quality Issues"
slug: "call-quality-issues"
updated: 2025-07-29T19:55:20Z
published: 2025-07-29T19:55:20Z
canonical: "docs.uboss.com/call-quality-issues"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.uboss.com/llms.txt
> Use this file to discover all available pages before exploring further.

# VoIP - Call Quality Issues

Call quality issues occasionally occur and this article details some common steps which should be taken to try and resolve the issue.

- Ask the customer to reboot their router.
- Ask the customer to reboot their handset.
- Is the device using Wi-Fi? If yes, is it possible to try the device wired in to rule out a wireless issue?
- Using VoIP Diagnostics in Uboss you can check the Mean Opinion Score (MOS) of a user's recent calls. If the call is perfect we would expect a MOS of 4.4. VoIP Diagnostics allows you to see the minimum MOS during the call which is usually the best metric to review.
- Check the broadband statistics that the device is using to register. Are there multiple sessions recently? Is there packet loss if you ping the circuit?
- If the customer has call recording, ask their permission to review the recording. If the recording sounds perfect, but a quality issue is reported, that would suggest the voice traffic is being lost after it leaves our network and is going towards the customer network.