I'm having call quality issues

Modified on Tue, 13 Feb 2024 at 03:55 AM

What causes call quality issues?

Jitter is one of the most common VoIP call quality problems. It usually occurs over connectionless or packet-switched networks. VoIP uses packets to send audio across a network, these packets can sometimes take a different path than intended and result in a call with poor quality or scrambled audio.

Below are some remedial actions for when you're having call quality issues:

  • Run a speed test: Cloudflare Speedtest
  • Is the Jitter below 30ms? If it exceeds 30ms you would have to check your connection to see why there it is that high.
  • Is the Ping below 20ms? If it exceeds 20ms you would have to check your connection to see why there it is that high.
  • Test to see if this occurs on mobile data/wifi or both.
  • Are you able to prioritize bandwidth via 'QoS' with your broadband provider?

Best Practice:

  • Disconnect any devices from the internet that are not being used as this contributes to high Ping/Jitter.
  • Ask your Internet Provider to prioritize 'Packets' via QoS.
  • Check the router settings to ensure that 'SIP ALG' is disabled.
  • Test the connection on both WiFi and Mobile Data to isolate the issue. This will help you better determine whether the call quality is being impacted by the network/connectivity.
  • Contact or check with the network provider to ensure that their connection supports VoIP.

For further assistance please contact our onboarding team at voipcare@bonline.com

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