Having issues with call quality issues? Your accesibility to a network with optimal speeds and low latency are key to proper call quality. This is due to VoIP (Voice over IP) traffic being transmitted and received using a connection-less protocol, which means packets that are lost are not re-transmitted (causing interuptions during phone calls). However, there are a few things that can be investigated when first encountering this issue.
1. Run a network speed test: A quick look into the current conditions on your network can provide insight into any network related issues. Navigate to speedtest.net, and select "GO" once the page loads. Here is an example of a result you should see:
I would primarly take a look at the download and upload speeds within this result, in which it is common to see speeds of at least 100 mbps download speeds, with 10-20 mbps upload speeds.
2. Run a packet loss test: Another quick look into how your network is operating is to perform a packet loss test. This will better determine any latency, jitter, or late/lost packets while receiving/transmitting data. Please visit packetloss.com, and run the following test (please ensure to select VoIP as your preset approximation:
Here is an example of a test result, showing total packet loss, average latency and jitter:
-Total packet loss should not exceed 1%
-Average jitter should not exceed 30ms
-Ideally, average latency should not exceed 60ms
3. If any of these results report any abnormal figures, our first recommendation would be to reboot the modem within your home network. If conditions persist, check for any potential obstacles within your home network, that would be preventing network activity from functioning as intended. If you are utilizing an ethernet based connection, are there any issues with the wiring that your workstation is using? Is your router stored away in a closet, underneath a pile of clothes? If you are using the mobile application, do you have ample service to be making/receiving calls?
4. If issues continue to persist, please contact the helpdesk by submitting an Incident, and our helpdesk can investigate further (we will most likely re-run any tests to get a better understanding of the issue). Any additional steps to be taken here include contacting your ISP to investigate any potential issues with their infastructure/equipment.