Abstract: Method and system for diagnosing communication faults in a Voice over Internet Protocol (VoIP) session includes responding to a creation of a first interface by a customer of a VoIP service to a VoIP service provider, creating a second interface between the customer and the VoIP service provider, initiating a diagnostic tool from the second interface, providing a plurality of reports based on results of the diagnostic tool and the end viewer of such reports; and providing a solution to the communication fault. The second interface is created by instructing the customer to launch a web-based application via the first interface. Alternately, instructions to the customer are provided via means other than the first interface such as voicemail, email or Instant Message. The diagnostic tool is initiated by the customer entering basic information regarding a corresponding customer account.