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How does an audio problem occur?
When making calls via VoIP, your voice is converted into digital signals. These signals are split into small data packets. Each packet contains a piece of audio and travels through the internet to the recipient. When your internet connection is not optimal, issues can arise with these packets.
- Packet Loss: If one or more packets are lost during transmission, a piece of audio will be missing. This often sounds like a "skip" or silence in the conversation. Packet loss can occur due to network congestion, poor Wi-Fi signals, or faulty network equipment.
- Delay: If packets arrive too late, it becomes difficult to reassemble them correctly. This can lead to delayed or incoherent audio. It often occurs due to long routes that packets take or a slow internet connection.
- Packets Arriving in the Wrong Order: The internet does not always send packets in a fixed order. If packets arrive in the wrong sequence, the audio may sound distorted or choppy. A "jitter buffer" in VoIP systems tries to correct this, but it may not always succeed with a poor connection.
- Insufficient Bandwidth: If the internet connection lacks capacity, not all packets can be transmitted correctly. This results in stuttering, silences, or lower audio quality.
In this guide, we will help you determine the cause of audio issues in VoIP calls through a speed and ping test. We will start with some preparations to map out your network properly. Then, we will perform the test to check if your connection quality contributes to the problem.
Does your issue occur with a Desk Phone or Handset? Please also check if the hardware is functioning properly and set up correctly by reviewing
Step 1: Preparation
Step 2: Setting up a Ping- and Speed test
Step 3: How can I improve my audio quality?
3.1 Low, unstable Ping time under 200ms
3.2 High- and/or unstable Ping time above 200ms
3.3 Call your internet provider
3.4 My Ping and Speedtest indicate no network latency
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