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IP 550 phone dropping out

Occasional Visitor

IP 550 phone dropping out

I have a customer with an IP 550 phone. Whenever they are on a call, speech is chopped, pieces missing etc. The internet connection is perfect, symetrical 50 meg. voip quality tests always an A rating. When they use a softphone, the call is perfect.

The only difference between the office environment where the phone appears to work properly and the home where the problem exists is that the customer is daisy chaining their computer through the phone. Is this an issue?


This issue has turned into a finger pointing session between the SIP switch provider and the ISP with the client caught in the middle, In the spirit of full disclosure, I represent the ISP.


Any assistance with this would be a big help..

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Polycom Employee & Community Manager

Re: IP 550 phone dropping out

Hello bney,

welcome to the Polycom Community.

You would need something like wireshark to compare the call made by the softphone to the call made by the Polycom unit.


It may be something as simple as the codec that is being used.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 2