Sound quality problem, what should I do

During a technical problem on a VOIP call, the problems that can occur are the following:

  • choppy or jerky voice (you don't hear all the words of your interlocutor),
  • blank or larger break in the conversation,
  • discrepancy between your questions and the answer of your interlocutor or you speak at the same time after a sentence (also called satellite effect).

These 3 problems usually come from a network problem between you and your interlocutor.

Since a call is a continuous stream of data (sound), the slightest disturbance in this stream will generate a sound distortion that you can sometimes perceive.


Several techniques or computer systems make it possible to avoid or limit most of these problems to maintain optimal sound quality, however, depending on the calls or if your correspondent is on a mobile, the problem can occur and come from any chain element.


For this reason, if you encounter a quality problem of this type on a particular call or number, it is quite possible that the problem is with your interlocutor, or the operator's network of the person(s) you are trying to reach.

In case of problems on many of your calls

Make sure this happens on multiple different calls to multiple different parties

Check that your internet connection and speed are working properly

  • if we cannot hear you well, the problem may come from your uplink, you are sending too much data to the internet (uploading of files in progress, sending emails with attachments, etc.)
  • if you cannot hear your interlocutor well, the problem may come from your downlink, you are receiving too much data from the internet (update download in progress, video or streaming site in progress on another device in progress, . ..)

For information, VOIP systems do not generate new noises. Any issues other than hatching or clipping are usually related to your mic/headset.

Your interlocutor says "I can't hear you well"

  • Bring your microphone closer to your mouth to confirm that it is correctly positioned.
  • Ask if it's the volume or the quality that's bad.

If you have problems on ALL your calls

Check that your internet connection is working properly.

Check that you are not too far from your WIFI terminal and that the signal quality is correct (it is preferable when possible to use a wired connection, VOIP calls are very sensitive to disturbances, in particular due to equipment or wireless networks that are less stable or subject to disturbance).

Make sure your computer is not downloading an automatic update that could impact your link (see Limit bandwidth for Windows updates).

You can check your available speed of your connection by going to:

Other Types of Sound Problems That May Occur


  • Crackling
  • Muffled or overdriven sound
  • Volume too low or too high

Check your microphone, and your configuration. These problems are most often caused by a poor quality microphone, a microphone too far or too close to your mouth.

Disturbing or abnormal sounds

  • Noises clearly audible (without hatching) but not identified
  • Vibrations (near or far) and recurring engine noise type

Check nearby equipment that may generate electromagnetic interference with your microphone/headset (computer fan, air conditioning, etc.).

Contact Support

After performing most of the checks, if the problem persists, contact your supervisor so that you can open an incident with the date/time and the number of several different calls (to different numbers) and when they are activated, the recordings problem calls.

To get the recordings of the affected calls, find the calls in the recordings management screen and use the interface to forward the recording to support so that we can verify the call or download the recordings to attach to your request.