Ridiculous delay on line with cloud voice and 3rd party voip redirect

[Dr_Clint]

As a business we have recently changed our internet and have been transferred to the dreaded Digital Voice/Cloud Voice.

We have a dedicated website for a different part of the business with its own phone number that is redirected/forwarded to our main business number. Pre-Digital Voice this was fine - no delays and instant 2-way communication as you'd expect. However after switching to Digital/Cloud Voice there is now at least a 2-3 second delay on all of the calls forwarded through this setup, which is extremely frustrating for both us and our customers.

Our 3rd party provider has changed the redirect to a mobile phone number and the delay instantly disappears, which points to the fact that the issue is clearly with BT and their Digital/Cloud Voice service. (An issue which BT are avoiding/denying/blaming the 3rd party provider for).

What is going on and how do we fix it?

[BethM]

Hi Dr_Clint

Can you please send over a private message with some account details so I can look into this from our end?

[Marlene495]

Hello!

The delay you’re experiencing with BT’s Digital/Cloud Voice service is likely due to network latency or configuration issues. Here are some steps to address it:

Check Network Configuration: Ensure your network settings are optimized for VoIP. This includes prioritizing VoIP traffic and minimizing network congestion.
Contact BT Support: Since the issue disappears when redirecting to a mobile number, it’s crucial to report this to BT. Provide them with detailed information about the delay and how it resolves with the mobile redirect.
Use Troubleshooting Tools: Utilize BT’s online troubleshooter to test your connection and identify any faults.
Consider Alternatives: If BT cannot resolve the issue, you might need to explore alternative VoIP providers or solutions that better suit your needs.
Does this help clarify the situation for you?

[Dr_Clint]

In terms of latency, this certainly shouldn't be an issue as we're on FTTP at 100meg with only 3 pcs in the office for web browsing and the occasional videoconference call. We experience the delay issue all the time, not just at periods of higher traffic.

[Dr_Clint]

Just sent a message, thanks