Dropped Calls

[mmataele]

We initially started experiencing calls that would not route to our support phone.
Calls began to route properly the dropped and disconnected midway.

[Eliot]

hi @mmataele 

I suspect that this is a network issue.  I suggest that you run a speed test such as Speedtest by Ookla - The Global Broadband Speed Test.  Compare the speeds UP and DOWN from the test results against your internet service provider (ISP) bill.  If you are not getting the speeds you are paying for, contact your ISP.  You can also check packet loss, jitter and latency on some speed tests.  If you see any packet loss exceeding 0.1%, ask your ISP to fix the packet loss.

Zoom provides a network tool that checks connectivity to Zoom and checks packet loss, latency and jitter.  It is very easy to run. Please see the support article.

Using the Zoom Network Connectivity Tool

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058114

Please also see for guidelines on packet loss, latency and jitter.

Accessing meeting and phone statistics

Another way to troubleshoot is to place a phone call on a different network connection or from a mobile device using data. If other networks do not drop calls, your network is likely to blame.

Frequently asked questions about Zoom Phone

It is possible that the network issue is somewhere on your network.  Your network usually has components such as:

ISP Gateway or Router – connects your network to ISP and provides WiFi and Ethernet (wired) connections.  Your ISP should be able to check diagnostics remotely to see if the device needs to be updated or replaced.  You can try connecting your Zoom Phone device directly to the gateway.  If your issues go away, then the problem is somewhere else on your network.

Firewall needs to permit access to Zoom.  Sometimes the firewall is included in the ISP Gateway or Router.  For details, please see:

Zoom network firewall or proxy server settings

Devices such as PC, desk phones, and mobile phones used to connect to Zoom Phone should have current firmware, current operating system and current Zoom software.  Please see

Release notes for the Zoom Workplace app

Zoom Phone Certified Hardware

Wiring on your network such as patch cables and usually Cat 5e or Cat 6 cables, patch panels and wall jacks may also be a source of network problems.  All cables, patch panels and wall jacks should be at least Cat 5e certified by a testing lab such as UP or ETL.

Network switches may also be an issue.  Are your network issues limited to devices connected certain network switches?  If so, this may indicate a bad switch.

Access Points (AP) providing WiFi are another area to review.  Are devices connecting to a certain AP experiencing issues?  If so, may indicate a bad or improperly configured AP.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot