If you're working remotely using a desk phone or the PENGUIN Softphone, your VoIP experience depends heavily on the stability and configuration of your home network. Unlike a managed office environment, residential networks often lack dedicated IT support or enterprise-grade infrastructure. This guide helps explain what affects your service and where PENGUIN can (and can't) assist.

📁 Common Remote Call Issues

• One-way audio

• Choppy or robotic voice quality

• Call delay or echo

• Phone displaying "No Service" or failing to register

• Calls dropping unexpectedly

These issues are most often caused by:

• Misconfigured home routers (NAT, firewalls, etc.)

• Shared or congested internet connections

• Weak or unstable Wi-Fi (for softphones)

• Low-quality or ISP-provided networking equipment

🔐 What PENGUIN Can and Can’t Support

👉 PENGUIN Can:

• Confirm your phone or softphone is connected to our platform

• Provide registration and call logs for diagnostics

• Offer high-level suggestions for improving VoIP performance

• Refer you to trusted local IT providers (where available)

🚫 PENGUIN Can’t:

• Troubleshoot or configure your home Wi-Fi, router, modem, firewall, or NAT

• Guarantee service performance over unmanaged or consumer-grade networks

• Provide any technical support for wired or wireless environments outside of our infrastructure

⚠️ Important: If you're the only user experiencing issues on your account, it's almost always due to your home network setup or internet connection, even if it seems intermittent or isolated. We’re happy to provide system-level data, but resolving the problem will require local access or IT assistance.

🛠️ What You (or Your IT Support) Can Check

While we can't support your home network directly, these are the most common technical causes of issues that your IT resource can investigate:

• ✅ Router NAT settings — Especially critical for Yealink phones registering remotely

• ✅ Firewall rules — Ensure SIP and RTP traffic are not being blocked

• ✅ Router quality — Entry-level routers often struggle with VoIP

• ✅ Double NAT — When both a modem and router are performing NAT

• ✅ Wireless congestion — For softphone users, interference or range issues may cause instability

We can provide call logs, registration timestamps, and other system data if needed. Just ask!

Thanks for choosing PENGUIN 🐧 — we're committed to helping your remote work experience run as smoothly as possible.