This page is not intended for use with our mobile app. Always try to use the app without Wi-Fi.
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.
Step 1: Preparation
Voys service status
Before you begin, it's a good idea to check our status page. If the audio issues are on our end, we will notice it quickly, as multiple customers would be affected. On this page, you can find updates about any outages and easily track the progress.
Use a computer connected via cable
No outage detected? Then we will perform a ping and speed test to identify potential improvements in your network connection. To get accurate results, it is essential to use a laptop or computer that is connected via a wired network connection rather than Wi-Fi.
A speed or ping test over Wi-Fi does not provide a reliable picture of your internet connection. Wi-Fi is more prone to disruptions and limitations, such as signal loss, interference, and fluctuations. In contrast, a wired connection delivers a more stable and accurate result.
Step 2: Setting up a Ping- and Speed test
Most likely your network is overloaded or there is hardware that is not connected correctly or not functioning properly. In this step, we provide tips to help you pinpoint the problem. If your network configuration is too complicated to understand by yourself, we recommend bringing in an IT specialist. They often know exactly how to make everything work and get your network running smoothly again.
A ping test is a simple way to check if your internet connection is stable and how quickly your computer can send and receive data from a server.
During a ping test, a small data packet is sent to a server, and the server sends it back. The time this process takes is measured in milliseconds (ms). This time indicates how fast and stable your network connection is at that moment. In the test below, you’ll be sending a ping to our server.
What does a Ping test indicate?
- Low ping time (e.g., <50 ms): Fast and stable connection.
- High ping time (e.g., >100 ms): Slow or unstable connection.
- Packet loss (loss of data packets): Network issues.
A ping test helps identify network problems, such as an unstable or slow connection.
Note: Are you experiencing issues at a specific time of day? Run the test during that time to get a more accurate picture of your network performance.
When does the problem occur?
- Open the Command Prompt:
- Click the Start button or press
Windows key + Rand typecmd. - Click on Command Prompt or press Enter.
- Run the ping test:
- Type the following command:
- Press Enter.
- Let the ping test run and continue reading.
ping ha.voys.nl -tMac
- Open the Terminal:
- Click the Spotlight search bar (magnifying glass in the top-right corner) or press
Command + Spatie. - Type
Terminaland press Enter. - Run the ping test:
- Type the following command in Terminal:
- Press Enter.
- Let the ping test run and continue reading.
ping ha.voys.nlHow do you solve peak loads?
- Open the Terminal:
- Search for "Terminal" in your applications or press
Ctrl + Alt + Tto open it quickly. - Run the ping test:
- Type the following command:
- Press Enter.
- Let the ping test run and continue reading.
ping ha.voys.nlLet your ping test run while setting up a speed test. Make sure you can observe what happens to your ping while the speed test is running.
You can perform a speed test easily through various websites like Speedtest.net or Fast.com. Some internet providers also offer their own speed test tools.
Good audio quality in VoIP does not heavily depend on your internet speed. In fact, VoIP requires surprisingly little bandwidth to function perfectly. The necessary upload and download speed depends mainly on the codecs used, as discussed earlier.
Even though fast internet connections seem ideal, network stability is much more important for audio quality. Other devices and applications on your network may use the same bandwidth, affecting your calls.
In short, even with super-fast internet, an unstable network can result in a poor VoIP experience. That's why ensuring a reliable network is crucial, along with considering the other factors we discuss in this guide.
While a ping test measures the stability of your connection, a speed test provides detailed insight into your actual bandwidth and latency, both essential for a good VoIP experience. Even if your ping is good, a low or inconsistent download speed or upload speed can cause issues during calls. A speed test helps confirm whether your network has enough capacity for clear and stable communication.
Run a ping and speed test again at times when you experience problems to see if there are marked differences in performance after your adjustments.
Always verify that the website you use is trustworthy and suitable for your needs.
- Switch usage: Connect devices via a switch instead of Wi-Fi.
- Network complexity: The more configurations and steps there are between you and the router, the greater the likelihood of obstructions. Are you using a complex, professional network such as SD-WAN, VPN, or MLSP? This can cause routing or network problems that manifest as bad audio.
- Ensure you can see what happens to your ping during the test.
- Click Go, Begin Test, or a similar button to start the test.
- Observe what happens to your ping time.
- Once the test is complete, note down your upload and download speed.
- Write down what happened to your ping before, during, and after the speed test. Was it unstable?
In Step 3, we will explain what you can do with this information.
Step 3: How can I improve my audio quality?
Do you purchase a cable network? Check in your contract what download and upload speed you have agreed with your internet provider. Does this not match the speed test? Please contact your internet provider about this.
3.4 My Ping and Speedtest indicate no network latency
Do you use cable? Check in your contract what download and upload speed you have agreed with your internet provider. Does this not match the speed test? Contact your internet provider about this.
3.2 High- and/or unstable Ping time above 200ms
Most likely your network is overloaded or there is hardware that is not connected correctly or not functioning properly. In this step, we provide tips to help you pinpoint the problem. If your network configuration is too complicated to understand by yourself, we recommend bringing in an IT specialist. They often know exactly how to make everything work and get your network running smoothly again.
Quality of Service (QoS)
First of all, enable QoS. You can read about what this does here.
When does the problem occur?
It is important to know whether the problem occurs throughout the day or only at specific times. If it occurs at specific times, read on here. If it occurs at random times or throughout the dat, read on here.
How do you solve peak loads?
- Plan heavy tasks outside working hours. Large backups, often at night or in the early morning, use a lot of network capacity. For larger backups, this can be noticeable even during the day.
- Cloud services: Shared platforms such as Dropbox or iCloud sync files automatically and can cause peak load.
- *Consider upgrading your Internet subscription:**If you find that your connection is structurally under capacity, a faster connection may help.
- Optimize your network equipment: A better router or switch can make a big difference.
- Home use in the evening: When several family members use the Internet at the same time, the network may be overloaded.
Run a ping and speed test again at times when you experience problems to see if there are marked differences in performance after your adjustments.
Check your hardware
- Connection type: Preferably use a wired connection, as Wi-Fi may be unreliable for VoIP.
- Switch usage: Connect devices via a switch instead of Wi-Fi.
- Network complexity: The more configurations and steps there are between you and the router, the greater the likelihood of obstructions. Are you using a complex, professional network such as SD-WAN, VPN, or MLSP? This can cause routing or network problems that manifest as bad audio.
I did not identify a hardware problem
If you can't find any hardware problems, we recommend calling in an IT specialist. When a ping test shows high ping values, there is an underlying cause. We cannot directly influence these values because they depend on the stability and quality of your network connection. An IT specialist can investigate the cause with you and suggest possible solutions.
Continue to step 3.3 if your problem is not yet (completely) fixed.
3.3 Call your internet provider
Our platform works differently. We bet on high-quality codecs that use more data to deliver clear and natural audio quality, especially towards traditional phone providers. This guarantees professional sound quality but also makes our platform more sensitive to network problems. Therefore, a stable network connection is essential. The first step to check your connection is to run a ping test and a speed test. This will help you determine whether your network is suitable for the high demands of VoIP With VoIP, you instantly hear the true quality of your network. While a connection may seem good on paper, the real stability only comes out during VoIP calls. Meeting platforms such as Teams or Zoom often seem more stable because they use efficient codecs. These codecs consume less data and are optimized for video conferencing, using additional software to enhance the experience.
Do you purchase a cable network? Check in your contract what download and upload speed you have agreed with your internet provider. Does this not match the speed test? Please contact your internet provider about this.
On paper it may say you have high speed, but with VoIP telephony you only experience the real quality of your network. The outcome of your download and upload speeds show an actual picture of the strength of your network at that moment what you receive from the internet provider. Now, these speeds do not directly affect the audio of VoIP telephony, but it does cause a load on your network that makes audio not come in as well. If you feel that these are not the speeds you purchased from your internet provider, please contact them. Your provider can investigate with you what is causing the hiccups. This may have to do with your speed, but also with other factors, such as your modem settings, network load, or technical malfunctions.
My internet provider was unable to provide a solution
If your Internet service provider indicates they see no problems on their end and cannot send a technician, we recommend calling in your IT specialist.
If your speed test shows high ping values, there is an underlying cause that explains this. We cannot directly influence these values because we are dependent on the stability and quality of your network connection. Your IT specialist can investigate the cause with you and suggest possible solutions.
3.4 My Ping and Speedtest indicate no network latency
This instructs your network to prioritize audio packets, sending them immediately without delay and ensuring that no packets are skipped. Voice and video traffic is then given priority over other types of traffic.
Do you use cable? Check in your contract what download and upload speed you have agreed with your internet provider. Does this not match the speed test? Contact your internet provider about this.
Check (again) our outage page
When you experience audio problems with VoIP, such as delays or hiccups, it is often due to network-related causes. In most cases, the problem lies in the network, not the VoIP software itself. If the problem were in the software, we would get many more customers on the line with similar problems at the same time. This is why we always recommend checking our outage page first, so you can see if there is a broader technical outage at that time.
Maybe we caught the outage later than you did. Go to our outage page again.
Execute a ping and/or speed test when the problem occurs
In addition, it is important to perform a ping and speed test at the time the problem occurs. This helps to accurately assess the situation and quickly understand where the problem is.
However, the problem may go beyond just the speed readings you see during the test. Sometimes the cause lies in other parts of your network. For example, outdated or malfunctioning hardware can cause temporary outages. There may also be network load that is not always visible in a general speed test, but which affects the quality of your connection during specific times.
Do a ping and speed test the moment you experience problems and contact your Internet service provider for possible insights.
Request your IT Specialist
To solve the problem thoroughly, it is important to examine your full network. This means checking not only the speed of your Internet connection, but also the status of your modem, router, firewalls and other software and devices connected to your network. By following these steps, together we can find the cause of the problem and ensure that your VoIP experience is optimal.
FAQ
Our platform works differently. We bet on high-quality codecs that use more data to deliver clear and natural audio quality, especially towards traditional phone providers. This guarantees professional sound quality but also makes our platform more sensitive to network problems. Therefore, a stable network connection is essential. The first step to check your connection is to run a ping test and a speed test. This will help you determine whether your network is suitable for the high demands of VoIP With VoIP, you instantly hear the true quality of your network. While a connection may seem good on paper, the real stability only comes out during VoIP calls. Meeting platforms such as Teams or Zoom often seem more stable because they use efficient codecs. These codecs consume less data and are optimized for video conferencing, using additional software to enhance the experience.
This instructs your network to prioritize audio packets, sending them immediately without delay and ensuring that no packets are skipped. Voice and video traffic is then given priority over other types of traffic.
With heavy use of your network, such as heavy downloads or uploads, ping can increase significantly. This is because large data streams consume the available bandwidth, causing small VoIP data packets to be “queued.” Without prioritization via QoS (Quality of Service), for example, the network treats all data equally, which can lead to congestion.
Enabling QoS instructs your network to prioritize voice and video traffic, send packets immediately without delay, and prevent packet loss. QoS is set up on your router.
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