Not Getting the VoIP Support You Need From Your Provider?
Calls dropping, one-way audio, changes not getting made or no response when something goes wrong? Drakos Systems helps Northern Ireland businesses investigate phone problems and assess ongoing support for compatible VoIP systems, even when we did not originally install them.
If your phone system is not working properly, calls are dropping, routing makes no sense, or your provider is not answering, we can help. We support VoIP and cloud phone systems across Northern Ireland, whether we installed them or not.
Common VoIP Problems We Fix
- Poor call quality - choppy audio, delays, one-way audio. Usually caused by broadband issues, Wi-Fi problems, or missing QoS configuration on the router. We diagnose which layer is at fault.
- Calls dropping - mid-conversation disconnects. Often a broadband stability issue, a router timing out SIP sessions, or a firewall blocking RTP traffic.
- Calls not coming in or not going out - incoming calls not reaching the office or going straight to voicemail, or outgoing calls failing. We check the number routing, the SIP trunk or platform registration, then the router and firewall.
- Desk phones not registering - handsets showing offline or unable to sign in. Usually a provisioning, firmware or firewall problem.
- Mobile apps not connecting - softphone apps failing to register or receive calls. Configuration, certificate, or firewall issue.
- Call routing nobody understands - calls going to the wrong person, voicemail not triggering, hunt groups misconfigured. We document and fix the routing logic.
- Old users still active - people who left months ago still have extensions, voicemail, or login credentials. Security risk and a mess.
- Number porting problems - numbers stuck with an old provider, partial ports, or porting delays causing missed calls during migration.
- No ongoing support from current provider - the company that sold the system does not answer the phone when something goes wrong.
Calls, apps and routing connected
What We Check Before Blaming the Broadband
Most VoIP problems get blamed on the internet connection. Sometimes that is correct. Often it is not. Before recommending a broadband upgrade, we check:
- Router QoS (is voice traffic prioritised over downloads?)
- Wi-Fi performance (are handsets or softphones on a congested wireless network?)
- Packet loss and jitter (measured, not guessed)
- Firewall SIP ALG settings (a common cause of one-way audio)
- Handset firmware and configuration
- VoIP platform status (is the issue at the provider end?)
Support for Systems We Did Not Install
We do not require that we sold you the system. If you have a VoIP platform from another provider and your support has gone quiet, we can look at it and explain the practical options. Where the platform allows it, we can take over ongoing management: user changes, routing updates, call quality troubleshooting and handset configuration. We document what exists first, then manage it going forward.
Platforms we work with include 3CX, Yeastar, Telavox, Gamma Horizon and Microsoft Teams Phone, along with Yealink desk and cordless handsets. Whether we can manage a particular system still depends on the checks below.
Before agreeing to take over a system, we check three things: which platform it runs on, whether you or the provider holds the administrator access, and what your current contract allows. Some platforms are locked to the provider that supplied them and cannot be managed by an independent supplier. If that is the case, we tell you plainly and explain the alternatives, including a planned move to a platform we can support.
How It Works
- Tell us the problem. What is happening, when it started, who it affects and who supplies the system now.
- Check the platform and access. We confirm the platform, the administrator access you hold and any contract limits.
- Diagnose. We measure call quality, check the router, firewall, Wi-Fi and handsets, and find which layer is at fault.
- Propose the next step. That might be a one-off fix, an ongoing support agreement for the existing platform, or a managed migration.
- Document and support. We record the setup, numbers and routing so the system no longer depends on one person's memory.
A one-off fault diagnosis is not the same as taking responsibility for your platform. We only take on ongoing responsibility once the access, scope and support terms are agreed in writing.
Phone Contract Coming Up for Renewal?
If your current agreement ends soon, check what you are paying for, which handsets you own and how your numbers would move before you sign again. See how we review VoIP contracts and systems before renewal.
Onsite in Northern Ireland
Unlike remote-only VoIP providers, we can visit your premises when needed. This matters for:
- Router and switch QoS configuration (sometimes needs physical access)
- Handset deployment and desk phone installation
- Wi-Fi assessment for VoIP call quality
- Network cabling for new desk positions
- Broadband and failover router installation
All of Northern Ireland covered. Onsite attendance is arranged to suit the work and your support agreement.
Phone System Not Working Properly?
Call me and describe the problem. I will tell you whether I can fix it remotely or need to visit, and what it will cost.
Related
- Managed IT and telecoms support contracts
- Business phone systems and VoIP
- PBX replacement Northern Ireland - Avaya, Panasonic and NEC migration
- Business broadband - connection quality matters for VoIP
- Remote worker phone systems
- PSTN and ISDN switch-off - check older lines, alarms and PBX connections
- 4G and 5G failover - backup when the main connection drops
Frequently Asked Questions
How much does a VoIP phone system cost for a Northern Ireland business?
It depends on how many users you have, the features you need (such as call recording, call queues and mobile apps) and whether you need new handsets. Hosted VoIP is charged per user per month, so there is no large capital outlay like a traditional phone system, and you can add or remove users as your team changes. We confirm the price in a written quotation once we know what you need.
Can I keep my existing phone numbers when switching to VoIP?
In most cases, yes. Geographic landline numbers can usually be ported to a new VoIP platform, subject to the current provider's checks and the type of number. A standard port often takes around 5 to 10 working days once the request is accepted, and complex ports can take longer. We plan the switchover so calls keep arriving during the move, and the old service should not be cancelled until the port has completed.
What happens to my phones if the internet goes down?
VoIP depends on your internet connection, but there are several fallback options. Calls can divert to mobile numbers if the system detects the office is offline. Staff can use the mobile app over 4G to make and receive calls on their business number. A 4G or 5G backup router can switch over automatically when the main broadband fails, so desk phones can keep working, although a call in progress may drop during the switch.
Do VoIP phones work for remote workers and home offices?
Yes. A cloud-hosted VoIP system works anywhere with an internet connection. Remote staff use the same phone system as the office, with the same extension numbers, call transfers, and call queues. Most platforms include a mobile app and a desktop softphone at no extra cost, so home workers do not need a physical handset unless they prefer one.
How long does it take to set up a new VoIP system?
A typical installation takes 1 to 2 weeks from initial setup to going live. That includes configuring the platform, delivering and pre-configuring handsets, setting up user accounts, and porting your existing numbers. Simple setups with new numbers can be live within a few days. We handle everything and test the system before your go-live date.
Can you help if another company supplied our phones?
Yes, for compatible systems. We look at systems supplied by other companies, diagnose faults and explain the options. Taking over ongoing management depends on the platform, the administrator access you hold and what your contract allows.
Do we need to replace every handset?
Not necessarily. Many desk phones can be reconfigured for a new platform if the model is supported and not locked to the old provider. Rented or leased handsets may need to be returned. We check the models and agreements before recommending anything.
Can you fix calls without moving our broadband?
Often, yes. Many call quality problems come from router settings, Wi-Fi or firewall configuration rather than the line itself. We measure first. If the connection really is the cause, we explain what would need to change.
Can you support our existing provider's system while we are still under contract?
Sometimes. If you hold the administrator access and your agreement allows it, we can help with faults and changes. Some contracts and platforms do not allow another company to make changes, so we check before starting.
Can you take over management if the provider controls the platform?
Only if the provider will hand over administrator access or transfer the service. If the platform is locked to that provider, we can plan a managed move to a platform we can support, timed around your contract.