How do I troubleshoot call quality issues?

If you are experiencing choppy or one-way audio during calls, this article will help you diagnose and resolve the issue.

Your network plays a large role in the quality of your calls. If you are experiencing poor call quality, dropped calls, or one-way audio, your network can be the cause in various ways. 

To understand what may be the cause, first check your network performance via our VoIP Phone Service Test page.

The most common cause for poor call quality. VoIP uses packets to deliver audio from one end of the conversation to the other.  Packets that are incorrectly delivered or not delivered at all results in choppy audio. 

Jitter buffers are used to correct this issue. Jitter buffers provide temporary storage of the packets. A buffer will allow proper delivery of the packets and correct delays during times of network congestion.

Our experts recommend < 3 ms in Jitter.

Often times too many connected network devices , streams , file transfers or downloads can slow down your network  causing degraded VOIP service performance. Discuss with your internet service provider the bandwidth you are entitled to for your plan and how to raise it if it is not adequate enough. 

Our experts recommend 5-25 Mbps of download speed per VOIP call/device.

Proper Network Equipment & Settings

Since your voice is turned into digital packets through VoIP, VOIP service works best with network devices designed for handling digital packets. 

Our experts recommend avoiding modem/router duos, double nating and disabling SIP ALG, your ISP can assist you with this router specific adjustment or for more information review How To Change Network Settings or Software.