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Why do Phone Calls Drop and How to Prevent Them?

July 14th, 2023 | 3 min. read

By Jordan Pioth

Frustrated business man looking at cellphone

Call breakups and drops can hinder communication within organizations and lead to a lack of productivity while negatively impacting relationships with customers.

If your employees rely on telecommunications to communicate with coworkers or customers, underperforming technology can lead to challenges like poor productivity and strained relationships with customers.

This impact on customer relationships often results in lost revenue and customer relationships.

Coeo knows how important reliable communication is to the success of an organization and has improved the phone services and communication of thousands of customers.

We want you to know how call breakups and drops happen and how to solve them so you can address these issues when they arise.

By the end of this article, you will know why call breakups and drops happen as well as how to solve call breakups and drops.

Why phone calls drop

Dropped phone calls can happen and often result in a reduction in productivity and efficiency. These drops can happen for several reasons including:

Poor internet connection

Today, most phone solutions are connected through the internet rather than physical copper wires. For organizations with unstable internet connections, it can be difficult to have a reliable phone solution.

If your internet connection is unreliable, you may get disconnected from the internet at any moment. And if you are on a call and get disconnected from the internet in the middle of it, your call will drop.

Out-of-date phone service

Another reason phone calls break up and drop is because the phone service you currently have uses outdated technology.

If your organization has an old legacy phone system with outdated hardware, you may have an unreliable and poor-performing phone service.

Since your legacy phone system may require updated hardware to improve its performance, it may cost thousands of dollars to replace or repair the system due to the lack of available parts your phone system may need. 

Rather than spending thousands of dollars on hardware to upgrade your traditional phone service, you may be better off transitioning to a cloud-based phone solution to improve your phone service.


Software that is not compatible with each other can also cause call drops. Many solutions are often integrated into a single network that an organization may not know are incompatible. 

If your organization has multiple software solutions integrated into its network that are not compatible with each other, it can trigger bugs that cause calls to drop.

In addition, devices such as phones, routers, switches, or computers eventually become outdated and new software may not be compatible with them.

3 Ways to prevent call drops

Since there are many different reasons calls may drop, there are a variety of ways to prevent them. Some of the ways to prevent call drops include:

Improve network connectivity

If your phone system requires a reliable internet connection to make and receive calls, it is critical your organization has that reliable network connection.

Since internet performance is almost always related to the performance of your phone solution, it is important to check your internet connection when calls are breaking up or dropping.

If your organization has a poor-performing internet connection, it may be a good idea to improve your network connectivity with an SD-WAN solution.

Update your phone solution

If your phone system is out of date, it can result in poor performance including call breakups and drops.

If your phone system is unreliable for any reason, it may be a good idea to update your phone service to a cloud-based phone solution.

Integrating a cloud-based phone solution with an improved network connection will result in a far more reliable phone solution.

Keep in mind, however, that if you update your phone service to a cloud-based solution but still have a poor internet connection, you will likely not see an improvement in your phone solution’s performance.

Similarly, if you improve your internet connection while still using an outdated phone service, you may also not see a performance improvement.

Updating your phone solution as well as improving your internet connection typically go hand-in-hand when it comes to improving the performance of your phone solution.

Talk to your provider about incompatibility

If your organization has implemented multiple software solutions into its network, it can result in poor performance caused by software incompatibility.

It is important to talk with your provider to determine which solutions are compatible with each other and which devices are compatible with your phone solutions.

Talking to your provider before integrating multiple solutions into your network to make sure they are compatible can help the performance of your network and your phone solution.

If you currently have multiple solutions integrated into your network and are dealing with call drops, you should check your software solutions and monitor their performances or talk to the provider to see if incompatibility is a contributor to the poor performance of your phone solution.

Next steps to improving call quality

Now you know why calls drop and ways to prevent call drops. This will help you prepare to address these issues for when they happen in your organization and how to solve them.

No one wants to deal with call drops and breakups and poor communication in an organization. Poor communication typically leads to poor productivity among employees.

Understanding why calls drop and how to prevent them will help your organization improve communication and productivity.

Coeo knows how important a reliable phone solution is for the communication needs of an organization and has helped thousands of organizations improve their phone solution.

We want you to know why phone calls drop and the ways to solve them so you can be better prepared when they happen.

If you would like to speak with our team to learn more about improving your phone service or ask any questions you may have you can schedule an appointment.TALK TO AN EXPERT

Now that you know some of the reasons why phone calls drop, check out this article to learn about the cloud phone solutions that can help solve call drops. 

Jordan Pioth

When he's not creating content for Coeo, Jordan loves to watch sports, hang out with friends and family, and anything sneaker-related.